topic Re: Accepted Solutions in Discussions & Feedback

Accepted Solutions

Martin-O2 — Fri, 06 May 2016 17:23:41 GMT

Hey guys,

As I'm sure your all aware we have a lot of people come to the O2 community looking for help and advice on various subjects ranging from major hardware faults to simple settings queries. In order to help people find the right answer to their question we mark the answer as the "Accepted Solution". This is then linked to the opening post so it can be found quickly.

My question is do you think that "accepted solution" is the best way to mark the answer? Many other forums use a similar process but have different wording such as "Best Answer" or "Most helpful response" and we were curious as to what you guys think of "Accepted Solution" as a way of marking correct or helpful answers.

I would also like to hear your thoughts on "Kudos" as a way of liking posts? Do you think a simple Facebook style thumbs up would be better or is it fine as it is?

Please let me know what you think in the comments below and don't be afraid to think outside the box with alternative suggestions. Perhaps something tied in to O2's branding or wording on our main website.

Re: Accepted Solutions

MI5 — Fri, 06 May 2016 17:30:11 GMT

If it ain't broke, it don't need fixing....

Re: Accepted Solutions

Cleoriff — Fri, 06 May 2016 17:32:18 GMT

As long as it is a solution to the problem I think the wording 'Accepted Solution' is fine.

Kudos are ok as they are in my humble opinion....Even FB has developed the thumbs up..and now gives reactions. Not sure we want or need to go down that route...

Re: Accepted Solutions

Martin-O2 — Fri, 06 May 2016 17:41:13 GMT

Thanks for the feedback guys!

Re: Accepted Solutions

jonsie — Fri, 06 May 2016 18:06:41 GMT

This is the O2 community not Facebook. Although we could have a dislike button.....and some proper emoticons. Kill the robots that no one uses!

Re: Accepted Solutions

Bambino — Fri, 06 May 2016 21:16:42 GMT

Nothing to add to the previous comments except to say that I agree with what all three have said.

Re: Accepted Solutions

Anonymous — Fri, 06 May 2016 21:46:36 GMT

Don't need changing so why can't it just stay the way it is

Re: Accepted Solutions

gindygoo — Sat, 07 May 2016 07:00:07 GMT

Please, no thumbs up button.. I think kudos are universally accepted as liking a post, surely not many ppl don't understand it?

Accepted solution does what it says on the tin, and that doesn't need "improving" either.

The point about emoticons is a good one, as O2 already have moving one's and therefore are better than a lot of forums. So adding new ones to that should be pretty straightforward.

Re: Accepted Solutions

Cleoriff — Sat, 07 May 2016 08:30:30 GMT

Talking about emoticons...these are rarely used (if ever) and could be removed?.

It would make space for new ones...

Re: Accepted Solutions

Cairdeas — Sat, 07 May 2016 08:37:16 GMT

Agreed @Cleoriff...omg..the mentions are working! x

Re: Accepted Solutions

Curr946 — Sat, 07 May 2016 20:01:58 GMT

I guess replacing the kudos button with a thumbs up would be ok, but not sure what real value that would have. As for the solutions, there isn't a high % of these marked so perhaps admin could also help select the best respond if spotted unmarked by the thread author.

MORE EMOJIS

Re: Accepted Solutions

Martin-O2 — Mon, 09 May 2016 08:08:33 GMT

Thanks for posting everyone. Looks like people are happy with the current wording of accepted solutions. I'll make some enquiries about new default emoticons as there are definitely some that are rarely used.

Re: Accepted Solutions

Toby — Mon, 09 May 2016 08:28:02 GMT

Hi guys,

While the general consensus here is that most are happy with the 'Accepted Solution' label, we may still consider creating a more recognisable name for it. I'm doing my own little research and seeing how its used around the web :).

Re: Accepted Solutions

MI5 — Mon, 09 May 2016 08:37:54 GMT

Another consideration for the accepted solution process is that some new members just accept the last post in the thread (thinking that is the way to close the thread) rather than the one they think gives the best answer.

Re: Accepted Solutions

Martin-O2 — Mon, 09 May 2016 11:19:39 GMT

Its certainly something we can look at @MI5 as new users may not understand how the process works. As always feel free to bring any incorrect solutions to the community teams attention so we can correct them.

Re: Accepted Solutions

MI5 — Mon, 09 May 2016 11:26:17 GMT

@Martin-O2 wrote:
Its certainly something we can look at @MI5 as new users may not understand how the process works. As always feel free to bring any incorrect solutions to the community teams attention so we can correct them.

That's fine for any that are blatantly obvious but there are some that could go either way, so no one can be 100% certain without asking if it was the OP's intention.

Re: Accepted Solutions

Martin-O2 — Mon, 09 May 2016 13:53:17 GMT

@MI5 wrote:

@Martin-O2 wrote:

Its certainly something we can look at @MI5 as new users may not understand how the process works. As always feel free to bring any incorrect solutions to the community teams attention so we can correct them.

That's fine for any that are blatantly obvious but there are some that could go either way, so no one can be 100% certain without asking if it was the OP's intention.

This is true. We'll give it some thought and keep everyone updated if any changes are made.

Re: Accepted Solutions

Anonymous — Mon, 09 May 2016 20:32:05 GMT

@Toby wrote:
Hi guys,
While the general consensus here is that most are happy with the 'Accepted Solution' label, we may still consider creating a more recognisable name for it. I'm doing my own little research and seeing how its used around the web :).

A couple of years ago giffgaff took the decision to change that term to "Best Answer", in the mistaken belief that it might encourage more newcomers to close off a thread, but they're still fighting a losing battle in that respect. In fact, after a lot of consultation on the subject (which divided opinion greatly), they've decided to let a small pool of trusted members start selecting best answers. Whatever terminology is used, you're still faced with the same problem, so it's only going to be a cosmetic change really.

Re: Accepted Solutions

Curr946 — Mon, 09 May 2016 20:39:57 GMT

@Anonymous wrote:
@Toby wrote:
Hi guys,
While the general consensus here is that most are happy with the 'Accepted Solution' label, we may still consider creating a more recognisable name for it. I'm doing my own little research and seeing how its used around the web :).
A couple of years ago giffgaff took the decision to change that term to "Best Answer", in the mistaken belief that it might encourage more newcomers to close off a thread, but they're still fighting a losing battle in that respect. In fact, after a lot of consultation on the subject (which divided opinion greatly), they've decided to let a small pool of trusted members start selecting best answers. Whatever terminology is used, you're still faced with the same problem, so it's only going to be a cosmetic change really.

Agreed. As stated in a previous post, it might be an idea for the admins to just update as and when to spot a threat that could be marked as "answered"

Re: Accepted Solutions

Anonymous — Mon, 09 May 2016 21:41:42 GMT

Curr946 wrote:
Agreed. As stated in a previous post, it might be an idea for the admins to just update as and when to spot a threat that could be marked as "answered"

I can't speak for them, but I'm guessing that they're trying to lighten their workload, so that they can concentrate on other duties. Not only that, but it gives the whole process a lot more credibility if the OP makes a selection. But it's a real challenge getting newcomers to understand the significance of closing off threads, and any attempts at education rarely makes much of a difference.