JoomlArt Forums 32,862 posts

[bigrk Friend bigrkJoin date: February 2007Posts: 1425Downloads:0Uploads:2 Thanks: 39 Thanked: 45 times in 15 posts]

#251914

<em>@mfcphil 56978 wrote:</em><blockquote>I do understand that there are lots of new problems that need sorting, but for the older stuff, do you not think that they are fixing the same problem they have explained twenty times before in different templates, so they really don’t want to have to go through explaining it all again…..

Maybe a really comprehensive Common Problem Page can be made where all the regular error that keep showing up on lots of different templates can be placed in one section…here all the new problems can be found aswell</blockquote>

I suggested this about six months ago. It would really help to have this type of thread for each template.

[mj1256 Friend mj1256Join date: June 2007Posts: 1473Downloads:10Uploads:35 Thanks: 84 Thanked: 225 times in 118 posts]

#251918

personally, I always go through the threads and only post if the question is not answered, and while going through those posts I answer any questions I can.

I think it is unreasonable for me to search through a templete forum looking for the answer to a question that is answered in another templates thread. From a customers viewpoint, why would thy look under jafagus for janerine issue. You see, only the people that make the templates know that templete A is a redesign or based on template B made 10 templates ago.

Think like a customer! We don’t have that inside information.( I figure it out, but its a stretch for most users)

I asked a question about getting links to show up in janewslight. The qustion was asked at least 10 times and it was never answered. I used the search function to find the answer and never found it after reading through 50 odd postings. Trying to find the answer in the 100+ member forum with 100+ postings is ridiculous. DO you have the time to invest in this research? I don’t, and I suspect that others don’t either.

As suggested and as many of the same questions are asked over and over again, create an FAQ.

But, never never never treat your paying customers as fu^$ing idiots. If somebody paid for your template and asks a question, ANSWER IT< even if its just to point them to an FAQ.

I managed customer service for a very large and well known ecommerce company. We built the FAQ’s and pre packaged answer base as the questions came in, in a very short period of time we were able to just direct customers to stock answers

.
If the question is on janewslight, compile a janewslight specific FAQ and keep adding to it as unigue questions come in. It doesn’t take much time for this to work. It does take effort.

so…why are there questions that are asked ten time by ten different PAYING customers that are ignored.

I posted a question in the ericka forum, I also took time to answer and help others as I went through the thread. Forums work that way, contribute and others will help you. If I had asked stupid questions without participating I could understand the ignoring of my posts. But that is not the case. If you look, you will see I have the last six posts where I helped and then asked for help. My postings have also showed that I have more than a basic understanding of joomla and how to use the templates.

[sequenceinc Friend sequenceincJoin date: January 2008Posts: 54Downloads:0Uploads:1 Thanked: 4 times in 1 posts]

#252033

Another issue this raises is of site security. A user should not have to compromise site security by giving a stranger full administrative privilieges on the site. I have found this is common in the Joomla user community: If you want help with an add-on or template, someone always wants admin access.

That is dangerous and people should NOT be giving this type of access to strangers.

There should be a focus on answering questions in the forum so that others with similar questions can see the answers as well.

[instantinlaw Friend instantinlawJoin date: February 2007Posts: 1646Downloads:6Uploads:28 Thanks: 68 Thanked: 210 times in 62 posts]

#252045

sequenceinc;57149Another issue this raises is of site security. A user should not have to compromise site security by giving a stranger full administrative privilieges on the site. I have found this is common in the Joomla user community: If you want help with an add-on or template, someone always wants admin access.

That is dangerous and people should NOT be giving this type of access to strangers.

There should be a focus on answering questions in the forum so that others with similar questions can see the answers as well.

Although you raise an important issue, it often much easier to fix a members problem by accessing the members admin.

I can’t tell you how many times I went round and round with someone having an issue and could not grasp what I was trying to tell them.

90% of the time I solved the issue in 30 seconds by logging into thier admin panel.

Inexperienced Joomla admins can be too trusting when it comes to giving admin privlidges to unknown people, but even I would be more likely to allow access to someone with a JA staff title and I don’t see any problem with members doing so.

JA is making an effort to boost support and although I would rather see final outcomes to those posts ending with pm me admin details, they are trying and that is a plus.

Maybe the answer to this thread is to have hung put a stickey in each forum with the staff members that are authorized to recieve adnmin access, and have those staff members post a summary of what they did to solve the problem before marking the thread solved.

I don’t encourage people to pm me admin access, but if they do I will do what I can to help them. (This is not an open invitation, so please don’t bombard me with help requests). I get nothing more than the good feeling of helping someone, and in my opinion that is what Joomla is all about.

Having said all of this, I agree with you when you say that it is dangerous to grant access to strangers, but ultimatly site security is up to the person granting the access.

caveat emptor.

[mj1256 Friend mj1256Join date: June 2007Posts: 1473Downloads:10Uploads:35 Thanks: 84 Thanked: 225 times in 118 posts]

#252049

I agree that a thread that ends in PM me shows an effort, not having a posted solution does not help the community. It would be better to have a thread end in PM me and then here is what I did to fix the problem.

[Hung Dinh Friend Hung DinhJoin date: September 2014Posts: 4408Downloads:11Uploads:189 Thanks: 309 Thanked: 3310 times in 3 posts]

#252060

I have talked with all of the moderator to give the solutions for all thread in publish. There have been issues which can not be inverstigated without FPT account and that was why PM was used for collecting such sensitive info. From now on, the moderator and support staff will post the solution on the relevant thread

[Menalto Friend MenaltoJoin date: May 2007Posts: 4736Downloads:0Uploads:43 Thanks: 2 Thanked: 531 times in 361 posts]

#252069

<em>@sequenceinc 57149 wrote:</em><blockquote>Another issue this raises is of site security. A user should not have to compromise site security by giving a stranger full administrative privilieges on the site. I have found this is common in the Joomla user community: If you want help with an add-on or template, someone always wants admin access.

That is dangerous and people should NOT be giving this type of access to strangers.

There should be a focus on answering questions in the forum so that others with similar questions can see the answers as well.</blockquote>
Site security.

Within a few hours there will be published a list over what i would call “trusted users” where you as a user can give out Super Admin access, FTP access, Access to your hosting account and you can feel 100% save that no information will be abused. And that Joomlart guarantee for your privacy and safety.
This is to make your life easier with us, and easier for us to help you out.

A quick overview:
– Hung Dinh
– Khanh Le
– MICCAS
– Kashxo
– TrungCh
– nguoiabcd
– Menalto

This list is not complete yet, but its a start:)

[questbg Friend questbgJoin date: May 2008Posts: 1912Downloads:0Uploads:1 Thanks: 146 Thanked: 339 times in 197 posts]

#252148

Thanks Menalto. I was just considering using you guys to install your Demo version and the Telline II template on my site but was really worried about giving out SQL db passwords and CP passwords! Glad to hear I’m in safe hands … you’ll be hearing from me!!

[mj1256 Friend mj1256Join date: June 2007Posts: 1473Downloads:10Uploads:35 Thanks: 84 Thanked: 225 times in 118 posts]

#252157

also, have you ever heard of an NDA, or Non Disclosure Agreement. This is pretty standard in the business. You should add some legalize to your terms of service and user agreements to protect our property rights as in most cases your moderators are accessing unpublished sites that are in development. This will indemnify you, your employees, and moderators agaist any possible future actions against joomlart. Unfortunately, this is not the nice world we all want it to be. One lawsuit could wipe your company out.

[Menalto Friend MenaltoJoin date: May 2007Posts: 4736Downloads:0Uploads:43 Thanks: 2 Thanked: 531 times in 361 posts]

#252159

Thats what im searching for to add here, and other things. I just need to find all things i need.
Besides, we have all signed a contract with JA.

[sequenceinc Friend sequenceincJoin date: January 2008Posts: 54Downloads:0Uploads:1 Thanked: 4 times in 1 posts]

#252168

The list is a nice effort, but doesn’t solve the problem. Why should users trust the list? The answer: THEY SHOULDN’T. Why? Because they don’t know you and they don’t know what criteria was used to create the list. They shouldn’t even trust the JA owner with their details. What is their recourse of JA does something bad? Nothing.

[mfcphil Friend mfcphilJoin date: September 2007Posts: 2866Downloads:3Uploads:218 Thanks: 211 Thanked: 388 times in 133 posts]

#252172

<em>@sequenceinc 57312 wrote:</em><blockquote>The list is a nice effort, but doesn’t solve the problem. Why should users trust the list? The answer: THEY SHOULDN’T. Why? Because they don’t know you and they don’t know what criteria was used to create the list. They shouldn’t even trust the JA owner with their details. What is their recourse of JA does something bad? Nothing.</blockquote>

Nobody has got anyone arm up their backs, if they don’t want to give their details to one of the moderators they don’t have to.

A moderator runs the risk every time he/she logs into someone site,of getting blamed for doing damage to a site that may have already been done.

Trust works two ways

[cgc0202 Friend cgc0202Join date: August 2007Posts: 2244Downloads:0Uploads:3 Thanks: 206 Thanked: 262 times in 1 posts]

#252208

<em>@Hung Dinh 57183 wrote:</em><blockquote>I have talked with all of the moderator to give the solutions for all thread in publish. There have been issues which can not be inverstigated without FPT account and that was why PM was used for collecting such sensitive info. From now on, the moderator and support staff will post the solution on the relevant thread</blockquote>

Hi Hung,

I guess the issue is way more than that. I was away for a few months from Joomlart. Then, when I came back, there were so many Moderators. I have no idea what standards were taken to screen and select what are then designated as Moderators.

Is it anyone who would volunteer, because that will ease the burden on the paid staff, become a Moderator? Are there criteria for “standard protocol” or “code of conduct” of Moderators?

In allowing Moderators to perform duties that should be done by, or representing the company — like the ones you stated — does Joomlart then, as a result, accept the responsibilities that may arise from unintentional or even malicious errors, delinquencies to fulfilling a “contract”, etc., etc. by the Moderators?

Reading some of the posts here, it seems quite a few Moderators do not fully understand the meaning of the term and the responsibilities that comes with the position.

For example, I have read a few threads here where Moderators actually inject their opinion in an ongoing “discussion”, or publicly lecturing some customers because of what they felt were a violation of the rules. The proper way of doing this would be to correspond in private, first with the guilty party, and then if repeated offense were made, then “notify in public”, without necessarily addressing the offender, why a thread is closed.

Cornelio

[cgc0202 Friend cgc0202Join date: August 2007Posts: 2244Downloads:0Uploads:3 Thanks: 206 Thanked: 262 times in 1 posts]

#252209

<em>@mfcphil 57318 wrote:</em><blockquote>Nobody has got anyone arm up their backs, if they don’t want to give their details to one of the moderators they don’t have to.

A moderator runs the risk every time he/she logs into someone site,of getting blamed for doing damage to a site that may have already been done.

Trust works two ways</blockquote>

This may be true, but if the aggrieved party wants to sue Joomlart, for one reason or another, then Joomlart is held liable. After all, the moment the company “approves” specific individuals to perfor duties that should be done by the company, paid or unpaid, they are performing duties with the consent of the company.

Cornelio

[Menalto Friend MenaltoJoin date: May 2007Posts: 4736Downloads:0Uploads:43 Thanks: 2 Thanked: 531 times in 361 posts]

#252214

<em>@cgc0202 57362 wrote:</em><blockquote>Hi Hung,

I guess the issue is way more than that. I was away for a few months from Joomlart. Then, when I came back, there were so many Moderators. I have no idea what standards were taken to screen and select what are then designated as Moderators.

Is it anyone who would volunteer, because that will ease the burden on the paid staff, become a Moderator? Are there criteria for “standard protocol” or “code of conduct” of Moderators?

In allowing Moderators to perform duties that should be done by, or representing the company — like the ones you stated — does Joomlart then, as a result, accept the responsibilities that may arise from unintentional or even malicious errors, delinquencies to fulfilling a “contract”, etc., etc. by the Moderators?

Reading some of the posts here, it seems quite a few Moderators do not fully understand the meaning of the term and the responsibilities that comes with the position.

For example, I have read a few threads here where Moderators actually inject their opinion in an ongoing “discussion”, or publicly lecturing some customers because of what they felt were a violation of the rules. The proper way of doing this would be to correspond in private, first with the guilty party, and then if repeated offense were made, then “notify in public”, without necessarily addressing the offender, why a thread is closed.

Cornelio</blockquote>

Talking about me?

[Author]

Posts