Hello Kitty, Destroyer of Worlds (rahaeli) wrote in suggestions,
Hello Kitty, Destroyer of Worlds

[support] Change wording on append_request.bml

[support] Change wording on append_request.bml

Short, concise description of the idea
Change wording on http://www.livejournal.com/support/append_request.bml for users without priv for the category they are submitting a screened answer for.

Full description of the idea
When people begin volunteering in support, they often do not understand the process of "screened answers" and the need for a priv to approve those answers. This causes resentment in new screened volunteers, and leads to posts to the support communities and occasionally support requests being opened to ask "why am I not getting any points?" While the process is clearly explained in the support guide, not all new volunteers read the support guide. (This is an entirely separate problem and is being worked on through a number of other means.) If the wording on http://www.livejournal.com/support/append_request.bml could be changed from "Your comment/solution has been recorded. Thanks." to "Your comment/solution has been recorded. Thank you for submitting a screened answer. If a senior support volunteer feels that your answer is thorough, accurate, and professional, he or she will approve your answer and it will be sent to the user." when the person submitting the request does not have privs in that category, it would set appropriate expectations for the screened user and avoid some of the problems before they begin.

An ordered list of benefits

  • Sets appropriate expectations for screened users, so that they do not expect to get points for every request they answer
  • Emphasizes what privs look for in answers (thorough, accurate, professional), which will give people their first clues as to why their answers might not be getting approved, which will then prompt them to seek out support resources already in place
  • Reduces the number of hurt feelings and posts to helpscreening/the support board wondering why answers aren't getting approved/users aren't getting points
  • An ordered list of problems/issues involved

  • Takes an extra call to the priv database to see if the user submitting the request has privs or not.
  • An organized list, or a few short paragraphs detailing suggestions for implementation

  • Perhaps also a list of newbie support volunteer resources (helpscreening, support guide, etc) -- but that might make the page too long.
  • Tags: site copy, support, § implemented differently
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