Superuser Program

[#1]

Morning Everyone

Just to confirm we now have our list of Superusers for our programme.

Thank you to the people who have volunteered and also to those who have accepted the challenge.

I'll now be having private discussions with the group, whilst we get everything in place and make changes to the site to support the programme. We'll look to officially launch the programme and introduce the Superusers to everyone, mid June.

Thanks again Louisa

[#2]

Sorry I can't help but think that the time table for this has slipped, we're now into mid June but on re-reading the post I assumed it would be live this month, or maybe it's just my interpretation of the posts that are wrong.

[#3]

@Anonymous,

A perception that things have slipped depends on which milestone you are looking at and how you perceive the milestone.  "Launch by mid-May" has potential for interpretation! 

It's mid-May, the idea has been floated, feedback has been received, team members have been identified and approved, changes to supporting technology have been identified, have all been achieved.

Such changes have yet to be implemented for which I suspect some training will be needed, to say nothing of agreeing operational practices.  The legal bods also need to sort out NDAs.  After which the curtain can be lifted on what this will deliver for the forum users.

It might be possible to suggest that the programme is agreed and committed to just about by mid-may but the launch to the general uses is still a little way off.  Getting this right is important, so a bit more time is probably better than a premature kick off from which the concept would need to start off repairing reputational damage.

[#4]

any News about this Yet ?

[#5]

Expect more news in the latter half of June. The leader is on holidays at the moment.

[#6]

announcement is finally here and I wonder about the weighting given to the selection criteria specially the last one

An avid and active forum user

[#7]

@Oldjim - Where are you seeing this?

[#8]

@Anonymous - https://community.plus.net/t5/Community-Announcements/Superusers-Are-Here/m-p/1449285

EDIT: Unless you were referring to

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@Oldjim wrote:

selection criteria specially the last one

An avid and active forum user

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This is on the first page of this thread

[#9]

Thanks @HarryB - I was asking as it never appeared for me as an unread post.

[#10]

Well congratulations to the mugs people who volunteered. (I had already guessed 4 of the names in that list)

I really hope you are make a difference.

And with that, I'm not going to post help here anymore as I feel that with all the super users and the shed loads of new staffers who announced themselves over the past 2 months that there should be sufficient helpers now.

Adieu 

[#11]

I really do hope that you'll review your opinion @SpendLessTime.  I certainly do not perceive the Superusers as in any way attempting to cover the breadth of expertise and helpfulness shown by many of the more experienced and long serving Community members.  Where I see the group being most effective is in collating the information from many individual cases and doing a bit of RCA to 'push' to more senior management for resolution.  Given the current position this aint gonna be easy!  We do need  help to get the right data to build on

I remember two definitions:

• A volunteer is someone who didn't fully understand the question.
• A pioneer is easily recognised.  He's the one with the arrows in his back!

Maurice

[#12]

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@Oldjim wrote:

announcement is finally here and I wonder about the weighting given to the selection criteria specially the last one

An avid and active forum user

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You've certainly got a point there as my first reaction was who?

It must have been others as well as I got an unresponsive script error trying to look at their profiles

Best of luck to them.

[#13]

There has been a constantly clear message that the SUs are not a stop gap to the support resources. I am expecting nothing more than having the ability to use (yet to be established) routes to senior management to get traction on burning issues. If you like advocates for getting customer concerns heard.

Other than that the functioning of the forums remain as is - a meeting space between customers seeking help, valued community members and support staff.

[#14]

With all due respect those 'routes to senior management' should have been in place prior to launch, well I say launch, what I really mean is the announcement of 6 names.

[#15]

I see that a new bug has crept into the system with the Superuser program.

fao @jaread83