Author:  Andy_Bell  Posted:  Apr 4, 2014 18:08  Subject:  Clarify nature of the forum  Viewed:  257 times  Topic:  Suggestions  Status: Discarded Cancel Reply

BrickLink ID Card Andy_Bell (2367) Location:  USA, Alabama Member Since Contact Type Status Jan 19, 2005 Seller  Store: Murphy the Brickyard Dog

based on comments here: http://www.bricklink.com/message.asp?ID=804419 In Administrative, admin_alice writes:    We have another addition to the CS team to help keep up on the forum. As some members have noted, it is not possible for us to be on the forum 24/7 and respond immediately to questions and issues that arise.Amanda will be checking in periodically throughout the day to keep tabs on trends and concerns. Although she can't be there all the time either, this will improve our awareness of urgent issues and improve our responsiveness to questions that arise. and here http://www.bricklink.com/message.asp?ID=804904 In Administrative, cs_amanda writes:    Up until now, the Customer Service team has not been focused on monitoring the forums. That's not to say that they never came in and checked on things/responded to issues, but that wasn't their primary focus. Honestly, it's just not typical for Customer Service at most companies to actively monitor forums for issues or concerns. However, BL is unique and the management team has realized that there is a need for someone to do this. snip    my first focus will be on monitoring the forums to address concerns and improve communication back and forth between BL Members and Management. I also think some people might be equating Customer Service to Forum Moderators. If we were just adding a moderator, then it would certainly make the most sense to use existing members of the forum for this position. However, this job requires significantly more then that and my extensive Customer Service experience comes snip If BL sees the forum as only a peer-to-peer communication location that should be made clear. Or that only posts in suggestions, problem, problem orders, news, help and administrative will be monitored? Topics monitored by BL staff should be noted on the topics page. I think the BL forum is different than that from other game and software company forums. And should be seen and a public communication tool for the BL team in the way that other companies use Facebook or Twitter. And they monitor those feeds very closely. When a post is started by or participated in my a BL staff member I think some are under the impression that they read all posts in the thread. Comments by BL staff indicate otherwise.

Message Has 2 Replies:

Re: Clarify nature of the forum - StarBrick (7076)

Well made point. I recently hinted the CS to opening an update tab or something like that so there is an OFFICIAL 'release/update/news' thread that doesn't fill up [...] (123 months ago, Apr 5, 2014, to Suggestions)

Re: Clarify nature of the forum - Daave (2068)

What a load of rubbish [...] (123 months ago, Apr 5, 2014, to Suggestions)

4 Messages in this Thread:

 Msg 1 « - Andy_Bell (2367) 123 months ago Apr 4, 2014 to Suggestions
 Msg 2 - StarBrick (7076) 123 months ago Apr 5, 2014 to Suggestions
 Msg 3 - Daave (2068) 123 months ago Apr 5, 2014 to Suggestions
 Msg 4 - Miffy. (1034) 123 months ago Apr 5, 2014 to Suggestions