Where is the update for all of the changes you have made?
Where is the update regarding all of the changes you have made? This site has become virtually worthless when attempting to ask questions, find previous cases, and just plain navigating. Why don't you communicate your changes with your users?
~lanell rabner
Answers
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What do you mean by changes? The basic functionality of the community has not changed what has changed in the last month is to introduce the community as the primary way of communication between Family Search users and support persons. This change has brought new methods of resolving questions and Issues with some of the less known features being used more often,. Threads are being moved to either locations which are more closely related to the posters topic or in other situations to "hidden" groups were more private messages can be exchanged with no public viewing. These are not changes to the community structure or built in capabilities but just utilization of the community in a different way.
As with with much of FamilySearch systems, a user guide is no longer published and operation of specific parts are covered in Help Center Articles. That appears to be the same plan for the Community. I would expect over time articles will be updated to provide the process for using the community to get help from support.. I would expect minimal changes to the procedures used for general discussions or the functioning of specific groups with a restricted interest such as the language translation groups which have operated for some time.
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I guess the "Community" is what I don't know about. As to changes, where did the "My Cases" feature go? If the "Community" is now the primary mode of connumication, why are users not apprised? I would consider it a "change" if previous functionality is no longer available. If one is unaccustomed to using the "Community" why would I suddenly want to use it?
Sorry to say, byt FamSearch has lost its user friendliness.
~lanell rabner
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I have to agree that FS really dropped the ball again here - as to communication to users about the dropping of the FEEDBACK option and simply pushing people onto the community.
and for things like password resets, problems logging on, escalating of abuse/problems - is Community for that?
Why do people somehow think Community is the catch - all for everything?? (what about phone and chat options?) - will those continue - if so why isnt that more "in your face" when you click on Feedback?
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Lanell
FYI
I am just another 'lowly' User/Patron ...
I totally understand your angst ...
'Yes' ...
There has been a SIGNIFICANT, "Change"; or, "Shift", in the way that we interact with 'FamilySearch' "Support".
That change/shift was relatively recent; and, rather sudden, taking Users/Patrons by surprise.
And ...
'No' ...
There was NOT advice of the, "Change"; or, "Shift" ...
Basically, 'FamilySearch' "Support" has NOW been incorporated into the "Community.FamilySearch" Forum.
Previously, 'FamilySearch' "Support"; and, the "Community.FamilySearch" Forum, were SEPARATE; and, they operated separately and independently of one another.
That, has now all, changed.
The OLD 'Style' of, BOTH, (1) "Contact Us'; and, (2) "My Cases", in regard to 'FamilySearch' "Support", has now GONE.
Your OLD 'FamilySearch' "Support" Cases have GONE, never to be resurrected or seen again.
IF, you are lucky; and, STILL have (Copies of) "E-mails", pertaining to those OLD 'FamilySearch' "Support" Cases; THEN, you may have a point of reference, to refer back to those OLD 'FamilySearch' "Support" Cases.
Now ...
That Said ...
We can STILL "Privately", both, (1) Telephone; or, (2) have an 'On-Line' "Chat", DIRECTLY, with Personnel, from 'FamilySearch' "Support" ? that is currently still available.
But ...
That Said ...
We can NO LONGER 'Send a Message' [ ie. a "Private" 'Message ] DIRECTLY to 'FamilySearch' "Support"; thereby, automatically, creating a 'FamilySearch' "Support" Case; and, bypassing, the 'Public' nature, of this "Community.FamilySearch" Forum.
Whereas ...
That Said ...
In posts in the "Community.FamilySearch" Forum, you do not have to include private/personal "Details".
You can simply include a generic precis of the problem/issue/matter, void of specific "Details"; and, simply request contact, by 'FamilySearch' "Support", via a "Private" 'Message.
As an aside ...
Just for information ...
Originally, the "Community.FamilySearch" Forum, was established for; and, about ...
Users/Patrons, HELPING, Users/Patrons ...
I have been participating in the "Community.FamilySearch" Forum for a couple of years now.
There were many Users/Patrons helping/assisting others in "Community.FamilySearch" Forum; but, such was NOT, like; or, the same as; nor, included, 'FamilySearch' "Support".
As well as the aforementioned, a few Months ago, the whole Platform, of the the "Community.FamilySearch" Forum, has ALSO had a SIGNIFICANT, "Change"; or, "Shift"; and, we are still try to get used to the NEW Platform.
Now ...
Just so you know ...
There are currently THREE (x3) Sections to the "Community.FamilySearch" Forum, which now incorporates 'FamilySearch' "Support".
Those Sections are:
[1] ... Q and A
Basically, "Questions and Answers".
Broken down into a number of "Categories".
▬ FamilySearch Community
▬ Family Tree
▬ Memories
▬ Search
▬ Indexing
▬ Temple
▬ FamilySearch Account
▬ Family History Centres
▬ Mobile
▬ RootsTech
▬ Other
You chose a "Category" that you consider best applies to your 'Question'.
A place to 'come and go'; and, ask 'Questions'
Basically ...
'FamilySearch' "Support", primarily, has now TAKEN OVER; and, monitors the "Q and A" Section.
Which REPLACES the OLD 'FamilySearch' "Support Case, "System".
.
[ 2 ] ... Groups
Basically, a place for likeminded Users/Patrons, to "join" together in a specific 'Group', of common interest, to interact; including, asking, 'Question'; and, for Help/Assistance.
There are OVER x100 'Groups'.
Some 'Groups' are very active; whereas, some are not so much.
The "Change" to the NEW Platform of the "Community.FamilySearch" Forum, has significantly SLOWED the activity in the 'Groups'; as, it is taking time to adjust.
.
[ 3 ] ... Ideas
Basically, a place for 'Feedback' to 'FamilySearch',
That 'Feedback' can be; but is not limited to, Problems/Issues; Suggested Enhancements; and, Praise.
Broken down into a number of "Topics"
▬ FaimlySearch Community
▬ Family Tree
▬ Family History Centres
▬ General User Interface
▬ Indexing
▬ Memories (Photos and Stories)
▬ Records (Searching and Viewing)
▬ Research Tools
▬ RootsTech
▬ Serving in Family History
▬ Sources
▬ Other
.
Hm ...
'Yes', you are correct ,,,
The NEW setup, of 'FamilySearch' "Support", being incorporated into this "Community.FamilySearch" Forum, has (and, still is) NOT a smooth transition.
MANY; Many; many, Users/Patrons have been left bewildered and confused.
Hopefully things will improve over time; as, all the various problems/issues are addressed.
I know that this does not help; but, I hope that this gives you some perspective; and, a idea what is going on.
Brett
ps: I had prepared this last, night my time; but, thought that I would hold off a little.
.
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Lanell, here is the link to the article that describes the changes to the Help Center:
You will notice that the article was published June 19th.
Hopefully, some of your concerns are addressed in this article.
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thanks for sharing that
the point is that there are literally millions of users - who never read that.
a more "in your face" delivery was needed for such a critical function as feedback.
and some sort of note when you now click feedback - letting people know of the change that was made and how it impacts them.
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