[quote name='Luke' date='23 April 2010 - 04:32 PM']Awesome!
One question: Would it make sense to change the language? Like in the UserCP where it says "Manage Facebook Connect" have it say "Manage Facebook" since it really isn't using "Facebook Connect" anymore?
I'd say it probably would, but whado I know?
I'm not too sure that you can.
The attachment types you set were for attachments only (ie: message attachments), but I'm not seeing anywhere you can set type limits for the file download system.
Wouldn't be a bad feature, actually, but I'm not seeing where this is possible either.
Judging by the image shown, I see some pretty huge potential for abuse, via 'retribution'. Maybe only admins should have this ability, because if most communities are like this one that give out - rep just because they disagree with how something is presented, my god, this is going to get very vindictive, very, very quickly.
You're right, it only took 16 hours to get a simple question answered. I'm so sorry that I inconvenienced you while you were "closed for the day". Maybe we should just shut down the whole internet because IPS doesn't want to work after hours? That's unrealistic
Let's see the reality of this here, shall we?
Order placed at 2:10 PM CST
First response made at 430 CST
Replied within the hour.
Ignored until 930 AM CST
Replied within 10 minutes
Ignored again, until 11AM
Total time, order -> resolution? 21 hours. That's pretty horrible.
Of course you don't, but guess what? You're biased. How would YOU feel if a company disabled your domain for close to 24 hours, which is what would have happened had I made the changes last night with ZERO warning that it wouldn't be touched until this morning? How would YOU feel if you had to deal with waiting on support for 24+ hours? You'd be just as frustrated as people are here. Ticket response times are typically awful. Yeah, occasionally, the "general support" department can do things, but, in the cases I've mentioned, these are all well over 12 hour responses, which is just unnecessarily long for customers that actually pay decent money for software.
Again, just because you want to call it a day doesn't mean that the rest of the world should shut down. You claim
but clearly you don't.
Let's put it another way:
If I submitted a ticket to my hosting company (ironically, something you are one of), and was kept waiting for 14 hours for a response to issues involving domain inaccessibility, they'd be replaced instantly.
I have to agree here, though my experience is very limited
Took 1-2 days to get a simple "where can I download a converter" question answered. My first ticket, so that was not exactly an impressive turnaround time.
Cancellation response? Less than an hour, amusingly enough
Second License (ordered yesterday):
Install ticket opened up yesterday afternoon around 2pm
As of 1037 AM, still not installed, and of course, since it's hosted, my domain is pretty much worthless right now.
Upgrade ticket opened yesterday , 2:45. Response? 12 hours. Total time from response to resolution? 19 hours.
This is not exactly "fast", this is indeed very slow compared to professional hosting companies To disable a client's domain for hours is quite unprofessional as well.
Ideally, there is no reason that easy tickets (such as upgrade tickets) can't be closed out and resolved within 3-4 hours. Installs may take a bit more time, but not that much more, and certainly not close to 24 hours.
Yeah, there's only 3 people that would look at the thing, right.
Again, nobody is talking about a 300 page manual here, and nobody is talking about having to print the thing out. A properly indexed, categorized and written manual can be done as a webpage, or countless other ways. Articles are NOT manuals, they are articles, wordy, opinionated, and don't provide a bit of guidance.
As far as your "examples", yes, F1 help IS as close to a manual as you're going to get, but guess what? Even that is properly categorized, appendicized and developed. The user can quite simply search for the right thing, and it's there, which is more than can be said for this product right now.
The point is that the product needs this. It's big enough that there is a problem if you don't tell a user how to do something, not in an "article", but an actual manual. By not having something like this available, it wastes current, and new customer's time, and certainly doesn't promote customer satisfaction in the least.
Sure, if you want to keep the same customers that don't care about proper documentation, don't put out a manual. Doesn't matter to me any more, as I'm already done wasting my time on a poorly documented program.
Articles are not a "fantastic way to provide documentation". They are longwinded, opinionated and biased. Of course YOU think they're "fantastic", you're biased, you write them, or rewrite them.
ANY software I pick up, anywhere has a manual, except, well, of course IPB, which, I guess is just too good for proper manuals and documentation.
Games? There's a manual telling me what button does what and where, giving me an introduction to the game itself.
php software? A manual, telling me how to do something, clearly and concisely.
OS ? There's a manual right there.
The point is that this software is entirely too complicated to release without a manual. Sure, the "tips" are great, and the "getting started guide" idea might be great, but the articles do NOT replace the need for a manual, they are wordy, poorly written, and only cover things from one person's perspective.
Take my case, for example. I've been using internet software for years, administrating servers for a bit longer. I'm certainly no dummy when it comes to software, yet when I can't for the LIFE of me figure out certain things, I go looking for documentation. NOT documentation that is written by an end user and wordy, but an official product manual . If I, an experienced user is tempted on day 2 to just call it quits because of a poorly documented piece of software, think of what the average newbie is going to do, and how much FASTER they will. Thankfully, I held out for a week, but, in the end, my time is too precious to spend trying to read wordy articles to figure things out.
The only problem with that is, just like articles, it gets too wordy and opinion based.
A manual is something that should be developed by a company, not a community, with the quickest and easiest explanation to using the product . A wiki is just the opposite.
I have, multiple times . How many times do I have to say it? Look at the competition, look at their documentation, that is a perfect example of a well written, proper documentation manual, and it's not hard to keep up to date. It's a win/win situation.
I'm not going to continue to log helpdesk request after helpdesk request with garbage such as "how do I do this". That wastes MY time and your time.
Inline help does not do that, yet, and it shouldn't ever .
A "quick start guide" doesn't do that now and shouldn't ever do that
Articles are entirely too wordy for that, and entirely too opinion based.
A flat out manual , properly indexed, properly updated would resolve this.
Since IPB doesn't want to do this (will not) , there's really no further need for discussion. I'm sorry that you can't see the need for it, but that's your problem not mine.
When it comes down to it, the excuses from IPS and IPB have turned me away from the product itself. As I stated in my blog, I'm thankful it was only a $20 investment, because it certainly was a loss, but I'm not going to continue to waste my time trying to figure out where things are at, or how to do this, all because someone doesn't want to write proper documentation.
Nobody want's a "large pdf" here, nobody's ASKING for it. You're right, that's just way too much.
If you think a "large pdf" is the ONLY way to do a manual, you're grossly mistaken. Again, look at how your competition does things, properly . Easy to update, not hard to deal with, and it's all right there.
Your "inline help" is severely lacking, and you can not deny that your proposed "solution" to these problems is not even a solution. Guides aren't going to cover much of anything. Inline help really doesn't cover anything, and articles are a joke.
So, what you have here is an astoundingly large piece of software with no proper documentation at all. You leave users hanging, instead of properly documenting your system, and providing information to your customers. Nice way to keep your customers.
Oh, and this is not accurate at all:
Can't means that it is physically impossible to do. This is 100% inaccurate. What IS accurate is
Which means, of course that you will not do it.
There is a huge difference between the two, and choosing that road shows a great disrespect for your customers, new, and old.
While I sympathize with your position, this line really doesn't work.
Sure, documentation doesn't "write itself", but then again, neither does code. As this stuff is written, it should be documented, not as an afterthought.
so, which is it? Will there be a manual, or will there not be a manual? Please, do clarify.
The types of documentation described previously work somewhat well (though articles are not documentation by any means) for new users, yet these do not relieve the need for a manual of some kind.
Getting started guides, great idea, and could easily be a 'chapter' in the manual, but definitely don't take the place of it.
Inline help, as well, great idea, but this doesn't cover everything at all, and it shouldn't.
Articles, too wordy and opinion based, definitely not documentation.
There needs to be some sort of manual here, which, as already said before (not by me, mind you) would cut down on needs for support , and promote some sort of customer satisfaction. Somewhere a customer can go and say "ahah, THIS is how I do this", whether it's an advanced customer wanting to learn how to change a theme, or a new customer just wanting a step by step guide to creating a new forum. Both of those are just examples, but you still have a major need for documentation here , because the product obviously does not document itself.
That 'right there in front of you' doesn't actually tell you how to change a setting, such as, say, how to disable certain login requirements (capcha, etc), or how to change the site's default theme, and it shouldn't. While it's good to have what's there there, it's not that helpful. THAT is why you need a manual. NOT a 'getting started guide', NOT a help screen @ the top of the page
And is only part of why this thread was created. In fact, that is only a minor part of what I've spent the last week looking for.
Full documentation is the solution to everything here. Sure, developer documentation should be a 'minor' part of this (and, again, not code examples, but actual documentation of what is there), but it's still important to have at least the basics covered.