Actually, that's already what I'm doing. At some point in time, I had a big "Please report any problem by email" in the market description. Then I added a manual and a faq, and I removed this sentence, so that users search a bit by themselves first.
However, my point is not only about user-friendliness, but also about the community idea which is central in GetSatisfaction and others. I'm not really into the hype about it, but such communities can create some dynamics, and at least on forums, you can get users to help each other (which is what we're doing on this list actually ;). Also, if questions are publicly asked and answered, you can expect some users to find them through a simple google search. That can be very powerful I think. And that's better than cluttering a FAQ with too many questions. Olivier On 01/10/2011 02:41 PM, Al Sutton wrote: > I'm going to throw a (slightly) controversial point of view in to the mix > here; You shouldn't make your support too easy to get at. > > A common thing I've found over the last nearly 2 decades is that the easier > it is for a user to get support the less likely they are to read the manual > or help pages. > > Al. > > On 10 Jan 2011, at 12:25, Olivier Guilyardi wrote: > >> Hello everyone, >> >> I'm currently providing user support through email, and I'm thinking about >> using >> a more community-aware web solution. I've known GetSatisfaction for a long >> time, >> never used, but always found it quite smart, although it can get a bit >> pricey if >> you need any advanced features such as moderation. >> >> In an Android blog post, Tim Bray does mention Google Groups, Zoho >> Discussions, >> GetSatisfaction and UserVoice: >> http://android-developers.blogspot.com/2010/10/improving-app-quality.html >> >> Google Groups doesn't really fit the job IMO, it's not very practical from a >> phone, and it's not as user-frienly as the other solutions. But even with >> GetSatisfaction, I'm not sure that it's very practical on a phone. >> >> But what do you guys use for user feedback? >> >> Any open source web app optimized for both phone and standard browsers? >> Anything >> with something as intuitive as the Question/Idea/Problem system in >> GetSatisfaction? >> >> I have looked at OpenMind (RoR), but it seems a bit technical, not adequate >> for >> an average user. >> >> I've also considered vBulletin or similar forums, which seem quite popular, >> considering the success of android forums website out there. And there is >> this >> nice Tapatalk app, which is compatible with several forums systems, but >> Tapatalk >> is a paid app, and that's a bit of overhead for simple user feedback. >> >> TIA for your ideas >> >> -- >> Olivier >> >> >> >> -- >> You received this message because you are subscribed to the Google Groups >> "Android Discuss" group. >> To post to this group, send email to [email protected]. >> To unsubscribe from this group, send email to >> [email protected]. >> For more options, visit this group at >> http://groups.google.com/group/android-discuss?hl=en. >> > -- You received this message because you are subscribed to the Google Groups "Android Discuss" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/android-discuss?hl=en.
