Make it easier to provide Feedback
When I'm trying to ask a question through Feedback I get sent around in circles.
Comments
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Rob
I am just another 'lowly' User/Patron ...
Just in passing ...
Short Answer: Because, things are a changing ...
Just some background ...
There have been some significant changes to BOTH,
(1) this "Community.FamilySearch" Forum; and,
(2) the way that 'FamilySearch' "Support" operates,
over the last 12 to 24 Months.
Firstly ...
This "Community.FamilySearch" Forum CHANGED its "Platform" (ie. the Programme upon which it operates).
This change in "Platform", was to help/assist, the Management, with the "Metrics", of maintaining this Forum.
Such change in "Platform", DID NOT help/assist, in the Forum itself, it has been a 'literal' nightmare.
[ We lost MANY good an faithful "Participants", with the change in the "Platform", many have NOT returned ]
There are STILL many 'Tweaks', in the NEW "Platform", that, are being; and, will need to be, addressed/fixed.
As an aside ...
This "Community.FamilySearch" Forum, was originally established, a number of Years ago, on the premise of:
Users/Patrons, HELPING / ASSISTING, Users/Patrons ...
And, the "Community.FamilySearch" Forum, has been operating, quite successfully, for all those many Years.
Secondly ...
Early LAST Year (2021) ...
The 'FamilySearch' "Support" Case (Management) System, was FORCED to make such a "Move" ...
The Company, who 'Developed'; and, 'Owns', the Software, Platform, (eg. SalesForce), of the particular Case (Management) System, that 'FamilySearch' WAS using, may have, 'pulled the pin'; or, made a "Change" in policy, that forced 'FamilySearch' OUT.
The (now, OLD, 'Defunct') 'FamilySearch' "Support" Case (Management) System, existed; BEFORE, the "Community.FamilySearch" Forum.
The 'FamilySearch' "Support" Case (Management) System WAS the MAIN "Support" mechanism in 'FamilySearch'.
And, the "Community.FamilySearch" Forum, was originally, TOTALLY, separate to; and, distinct from, the 'FamilySearch' "Support" Case (Management) System.
Unfortunately, it appears, that the 'demise', of the Software, Platform, (eg. SalesForce), for the Case (Management) System, that 'FamilySearch' was using, must have been rather SUDDEN - without, a recourse.
Hence, WHY, the 'FamilySearch' "Support" (Personnel), were basically "Moved", 'ALL of a SUDDEN' 'holus-bolus' (ie. Included) into the MIX of, this "Community.FamilySearch" Forum, where the Forum was NOT originally designed/established, for that purpose.
And, also, WHY, everything, in this "Community.FamilySearch" Forum, has been, in a of 'state of flux', that is just now beginning to subside; but, there are still problems/issues.
There has been some cohesion, of late, between, those from the original format of the "Community.FamilySearch" Forum; and, the Personnel, from 'FamilySearch' "Support'; but, that said, there is still a ways to go.
The WHOLE 'FamilySearch' "Support" System/Network, NEEDS; and, NEEDED, to be "Changed".
A LOT of "Change", is STILL NEEDED ... and, it is going to take some 'Time' ...
Now ...
That Said ...
Hence, why things are in a 'state of flux' ...
We can but live in hope ...
I know, that this certainly may/does not help/assist; but, I hope, that this may provide you with, some additional, insight; and, perspective.
Brett
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Your Techies need to consider if this method of feedback may identify weaknesses in the system to unfriendly persons who want to find weaknesses in the system. Dave
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Hi @Rob Brown. Thank you for your feedback. We can send this on to the product managers for consideration. However, could I get you to clarify your post a little bit? The more specific you can be, the more it helps the product managers understand which elements of the experience people are requesting to be fixed or improved.
You mentioned that you were attempting to "ask questions", what made you think of posting the questions in feedback area?
When you say you "get sent around in circles" could you give us a little bit clearer view of what you mean? Where along the path does it get difficult/ frustrating or confusing? Why is it difficult/ frustrating or confusing from your perspective? What do you wish would happen instead?
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