topic Can we refine what goes where so as to deliver the best help to users? in Community Site Feedback

Can we refine what goes where so as to deliver the best help to users?

Townman — Wed, 12 Jul 2017 13:00:55 GMT

I suggest that for some issues, the Broadband / Fibre / Business segmentation does not best help some users find the right help if they are "forced" to post in one of the above just because they are an ADSL / Fibre / Business user.

I am particularly thinking about non-Plusnet routers (for sure) and possibly even Plusnet routers too. Often such queries are generic and not specific to an ADSL / Fibre / Business context: placing those queries in a generic location ought to expose the request to help to a wider but more specialised part of the community.

I am sure that there are other matters as well - especially some posted on Business which could be addressed more appropriately elsewhere.

I am NOT suggesting a wholesale rearrangement of the boards, rather some small adjustment about where given users might be best placing generic queries. Debates on issues being moved to Business just because the question was asked associated with a business account come to mind here.

What do people think?

Re: Can we refine what goes where so as to deliver the best help to users?

HarryB — Wed, 12 Jul 2017 14:33:25 GMT

@Townman wrote:
Debates on issues being moved to Business just because the question was asked associated with a business account come to mind here.
What do people think?

A few that come to mind relate to threads that I requested were moved to the business board as people called out the engineer charge that was advised on a fault report, as this differs from Business to Residential.

The products offered on Business also differ from Residential, with the options of Annex M, IP Blocks, enhanced care etc.

As such, the information on a Fibre, ADSL or router query could differ greatly for a Business customer compared to Residential.

Re: Can we refine what goes where so as to deliver the best help to users?

Townman — Wed, 12 Jul 2017 14:42:33 GMT

May be we need to review on a case by case basis then?

I'm mindful of a user on business at the moment trying to get what sounds like generic help with a router problem ... I do wonder if they would be better helped with the issue on the routers board?

Re: Can we refine what goes where so as to deliver the best help to users?

Chris — Wed, 12 Jul 2017 15:23:47 GMT

Definitely needs to be case by case IMO.