Dev/Mods/Site Support Guidelines

[Ludi Productions]

Hey,

I figure I started a guideline for the dev/mods/site support to proceed when approaching these issues. (Andy, you or Adam can make these changes if needed when putting this together.)

Any issues/suggestions submitted by users, should follow these guidelines:
        - Thanking the users using a professional response (you can make these changes but I have mine set up as this.)
                   Thank you for your response! Your suggestion has been submitted for further review.

                   Please let us know if you have any other questions.

                   Thanks,
                   Thong

        - Once we have their issues/suggestions, submit it to github with the topic mention by the users (some topics may merge with other issues)
                - Instead of copying and pasting the each posts, it would be recommended to post the issue links and then commenting on the issue with a summary or thoughts/comments if needed. (I'm going to stop posting several posts and just summarize the issue with the link provided.)

        - Once issues has been addressed and closed by either Andy or dev team, either Andy/dev/mods/site support locked the thread. (Andy, it's up to you or Adam if you want us to provide a reason to the user before locking thread.)

        - Moving posts/threads to the relevant topic

For now that is all I can think of. I'm sure you guys can add some more things that I missed, :D. I feel this guideline will allow us to follow this procedure and answer everyone's questions/concerns and keep track of things.

[Kadover]

What should our approach be for something we're 'already working on' or that's 'already on our suggestion list'?

I've replied to a handful of these today - have thought about locking them outright, or etc, but haven't pulled the trigger on that.

Glad you started this so I didn't have to :P

[Ludi Productions]

That's a good question..

For something that we are already working on, we could say, "We are aware of your issue and are implementing the changes in future updates." (It just lets the user know that we know about it and working on it in future updates.)

Also, Kadover, since you are moderator, I would lock the ones Andy/dev team closed on github. I believe most of the issues is named somewhat exactly to what the users set up in the title.

For known issues, we can lock those threads as well and just add people's post in the comments on github if needed.

So far everyone has been excellent in responding back with each other. Otherwise, I would close the thread after 72 hours even if it's still open on github.

[Ludi Productions]

We will need to set up some type of expectations/guidelines for the users if they are having issues or complaining with the site being slow or not loading.

If we cannot replicate their issues, it is most likely happening on their end. Possibly troubleshooting steps we could recommend: Check ISP, try different browsers, make sure browsers/applications are up to date, disable add-ons, temporary disabling firewall/AV programs, etc.

However, we need to mention to them: As a warning, we cannot guarantee the suggestions/solutions we provided to you will resolve your issue because there are lots of factors to determine what could the issue be(ISP, browsers, add-ons, flash players, Antivirus programs, settings on computers, etc.).

[Andy Pike]

Sounds like you guys have this all covered. I'm happy for you to decide how to handle this stuff. Good work!

Sent from my iPad

[Ludi Productions]

So minor changes on the guidelines, guys. After discussing with you guys and you all agreed, we will group our posts in subcategories. I would like to create a sub thread category, but this will do for now. Any issues/suggestions we come across should be moved to the relevant post/topic. It will be easier and allows us to prioritize and keep track of certain issues. I'll be applying those changes in github as well.

For example: Forum issues needs mark as or sent to [FORUM], User issues needs mark as or sent to [USERS]

Note: If there is not a sub thread created for the topic, go right ahead and create it, guys!

You guys can still respond to the users with thank you, comments, etc.

Let me know what you guys think. I will email Adam as well and see if he can notify the mods/managers, thanks!

[Kadover]

I'm going to go ahead and pin these. Great idea to tide us over Ludi.

On Thursday, November 1, 2012 9:52:47 PM UTC-5, Ludi Productions wrote: