We have just conducted a survey here at Nokia Support Discussions where we asked for your thoughts and ideas how to improve this forum. The survey was shown randomly on the Discussions main page to a few percent of our visitors in November.
Thanks to everyone who saw the survey and participated! We had 595 participants, and the results have now been analyzed and read carefully.
Here are the main findings:
Satisfaction with Discussions (1-5, 5 is the highest)Overall: 3.13
The survey had an open field for comments. There were plenty of excellent ideas and notions, some of which we have also thought about here. Some of them will be implemented in the near future, some of them are still being discussed or planned.
Here are some of the ideas and concerns that you brought up:
"Provide official Nokia support and make sure the feedback from this forum is heard in product development"Some respondents were disappointed with our scope of peer-to-peer-support and wanted official Nokia representatives to be more visible on the boards. Also, many felt that Nokia is ignoring the problems and concerns that are posted here.
When we set out to create Nokia Support Discussions, we wanted to create a meeting place for all Nokia product owners where you could help each other and troubleshoot Nokia products. Naturally this meant that suddenly there would be all sorts of questions, problems, ideas, bugs, stories and wishes right here on this Nokia website for the world to see. (Nokia Support Discussions is live on seven Nokia sites from Europe to Asia, Africa and USA so this is a very global forum.)
So this forum created a wonderful opportunity for Nokia to hear what you all are saying.
There are over 50 000 people working for Nokia all around the world, so there is no way how we could guarantee that every post or idea gets officially evaluated, but certainly the hottest topics and talks of the day are studied with great interest by many Nokia teams and organizations.
Let me put it this way: it would be pretty silly for anyone involved in creating Nokia products to ignore your posts.
There were also plenty of respondents who were pretty satisfied with the peer-to-peer support offered here. But since there are many questions that other Nokia owners can't answer - like "when is the next sw update for my phone due", or "what's the complete changelog for this sw version", many respondents wanted Nokia to answer these questions directly.
Our position is this: whenever Nokia releases information or statements on any issue or question, we in the Discussions team do our best to make it known also here. For example, if we get a confirmation that some issue is being investigated by Nokia, we will post it here with an official note.
All available public information about software updates is currently posted on the
www.nokia.com/softwareupdate pages. So there is no further information that can be provided. In some issues the answer might be confidential for various reasons, sometimes there simply is no answer yet. If there was, it would be available on the relevant section of the website.
Nokia.com and local Nokia websites try to provide you with the best possible information. It is quite clear that you want many things to be communicated more openly, for example with software updates. This is also clear from the posts on the Software Updates board. We in the Discussions team will continue our co-operation with all relevant Nokia organizations to make sure that the feedback and ideas that are posted here will not go unnoticed, but are reviewed, analyzed and acted upon with due urgency.
"Allow confidential topics"Some respondents wanted the forum moderators to loosen up a bit and allow rumours about unannounced Nokia products, or allow procedures which may invalidate the warranty of a Nokia product to be discussed. We in the Discussions team operate under clear guidelines set by Nokia, and we will not allow confidential or even potentially harmful advice to be given on these boards.
Sometimes it's hard to draw the line, but when it comes issues like tampering with product codes or dismantling phones - not to mention revealing confidential or secret information - the moderators will interfere.
Charlie Schick over at the Nokia Conversations site has written a thoughtful piece about product leaks. Read more about it
from here >>"No registration required / unfair moderation"There were a few requests to allow posts to be made without registration. This is pretty simple - without a registration system there would be no way to control these boards.
Some people also claimed that their posts were removed without any explanation. I apologize if someone's posts have been removed, or if someone's user account has been banned, without any contact from the Discussions team. We get thousands of posts every month and sometimes it is hard for the moderators to decide when to interfere. We do not censor criticism - in fact having a forum like ours means we're asking for it - but it needs to be constructive and respectful towards other users and towards Nokia. And don't forget to read our guidelines.
If you ever have any questions about the way that this forum works, send me a private message or email the Discussions team at support.discussions@nokia.com.
Feature wish listWe got a lot of good ideas about how to improve the forum user interface. Many requested the ability to attach files to a post and we have now added this to all boards (this was previously only possible on the Software-board). We are reviewing other requests and try to include them in our version updates whenever possible.
Once more: thanks to all who participated in the survey, and to everyone for keeping these boards going.
On behalf of the Nokia Support Discussions team,
vandelay
Nokia Support Discussions Administrator
Message Edited by vandelay on
12-Jan-2009 11:20 AM
I will have it removed and try to make sure this won't happen again.
