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MOCpages' Maintenance/Error Strategy
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Dear Mods

Apologies for starting another topic, but I think this is a new one;

I don't mean to come across too negative (and I fear it may read that way), as Sean and you guys do a great job, but is it time for a new strategy on communicating to your users?

What I mean by that is this group, with around 1000 members, seems to be the sole means of getting information about what's going on when MOCpages is has a fault (which is fairly common).

I don't know how many users MOCpages has, but I'm guessing hundreds of thousands. So that's at least 99,000 users who have no idea what is going on with the uploader (or whatever other problems there are/will be in the future).

Those that do find this group (especially those that are new) will post a topic saying '[Blank] doesn't work, help!', (and they sometimes unfairly get rebuked for bringing it up again), whilst those that don't find MOCpages Help may end up not joining MOCpages at all after wasting hours trying to work out what they're doing wrong, and failing.

Is there ANY way we could have a communication method on the front page for issues, both reporting and informing?

I know MOCpages is free etc etc, but it is 2013, and it's no longer a valid argument for people being kept in the dark. Everything is free these days, and a good quality of service is still expected. MOCpages provides a service, funded by ads, for hundreds of thousands of people all over the world. Has the time has come for some form of proper communication between the site admins/mods and us, the users?

I hope this doesn't come across negatively, and I'm not asking for the current issue to be resolved or what its status is. Rather, next month there will be a new issue, and the cycle will start all over again. Let's accept that issues are likely to be continual, and put a communication plan in place for them, rather than being surprised every time they occur.

Sadly, I know people are leaving MOCpages due to frustration - not necessarily at the problems, but more the lack of info. I feel I may end up being one of them : (

Thanks for your time Mods, any thoughts would be greatly appreciated, as I am probably quite naive as to the workings and possibilities of this site.

Ape


Permalink
| February 5, 2013, 11:50 am
 Group admin 

I don't think your comments sound too negative at all, Ape, and I'd consider those to be some valid points.

While Sean has the capacity to post notices on the Home page across the top - which can then link us to additional info elsewhere - it's not always easy to spot, and can often be slow to manifest itself. (For example, I've not seen anything about the current problem yet.)

Even though I'm a moderator for Sean, I unfortunately know little to nothing about the design and functionality of the site. Such a change might be extremely simple, or it might mean a massive undertaking that's just too complex for Sean to tackle...can't say.

I know from time to time, he's been able to add features without having to go into the heart of the site's structure - a bit like adding another wing to a large building. Perhaps there might be something similar that could be done here. That would be for him to say. No harm in discussing the idea, though. And I agree that a notice board of some kind that is more highly visible and a bit quicker off the mark would be helpful to all.

Permalink
| February 5, 2013, 12:47 pm
Quoting Mark Kelso

I know from time to time, he's been able to add features without having to go into the heart of the site's structure - a bit like adding another wing to a large building. Perhaps there might be something similar that could be done here. That would be for him to say. No harm in discussing the idea, though. And I agree that a notice board of some kind that is more highly visible and a bit quicker off the mark would be helpful to all.


Many thanks for the reply Mark. Could you let us know if they're any progress with this?
Permalink
| February 6, 2013, 4:34 am
 Group moderator 
Doesn't come across as negative at all Apey. I've tried before to encourage people to use the help group to make constructive suggestions and many of the points you raise would be positive moves towards getting, and keeping, this place running smoothly.

If I have any ideas to add I'll post them here, seems logical to keep this stuff together.
Permalink
| February 6, 2013, 5:43 am
Quoting Ape Fight
Dear Mods

Apologies for starting another topic, but I think this is a new one;

I don't mean to come across too negative (and I fear it may read that way), as Sean and you guys do a great job, but is it time for a new strategy on communicating to your users?

What I mean by that is this group, with around 1000 members, seems to be the sole means of getting information about what's going on when MOCpages is has a fault (which is fairly common).

I don't know how many users MOCpages has, but I'm guessing hundreds of thousands. So that's at least 99,000 users who have no idea what is going on with the uploader (or whatever other problems there are/will be in the future).

Those that do find this group (especially those that are new) will post a topic saying '[Blank] doesn't work, help!', (and they sometimes unfairly get rebuked for bringing it up again), whilst those that don't find MOCpages Help may end up not joining MOCpages at all after wasting hours trying to work out what they're doing wrong, and failing.

Is there ANY way we could have a communication method on the front page for issues, both reporting and informing?

I know MOCpages is free etc etc, but it is 2013, and it's no longer a valid argument for people being kept in the dark. Everything is free these days, and a good quality of service is still expected. MOCpages provides a service, funded by ads, for hundreds of thousands of people all over the world. Has the time has come for some form of proper communication between the site admins/mods and us, the users?

I hope this doesn't come across negatively, and I'm not asking for the current issue to be resolved or what its status is. Rather, next month there will be a new issue, and the cycle will start all over again. Let's accept that issues are likely to be continual, and put a communication plan in place for them, rather than being surprised every time they occur.

Sadly, I know people are leaving MOCpages due to frustration - not necessarily at the problems, but more the lack of info. I feel I may end up being one of them : (

Thanks for your time Mods, any thoughts would be greatly appreciated, as I am probably quite naive as to the workings and possibilities of this site.

Ape

Here here!

Permalink
| February 6, 2013, 7:13 am
 Group admin 
Quoting Ape Fight

Many thanks for the reply Mark. Could you let us know if they're any progress with this?


Yeah, absolutely. Sean will check the Help forum from time to time, and he'll see the suggestions from the members. Now it's completely up to him to decide whether the ideas are sound, and worth pursuing. But, again, it only seems beneficial to keep the lines of communication open.

So let me re-state what you're talking about here, to be sure I understand you correctly...

You feel that the current method for letting members know of difficulties that MOCpages experiences doesn't reach enough members, and needs to be more visible to everyone. It also fails to notify the community in a prompt fashion (my own .02 there), and we need a different system in place that will better address those concerns. Does that sound about right?

Permalink
| February 6, 2013, 7:45 am
Quoting Mark Kelso
You feel that the current method for letting members know of difficulties that MOCpages experiences doesn't reach enough members, and needs to be more visible to everyone. It also fails to notify the community in a prompt fashion (my own .02 there), and we need a different system in place that will better address those concerns. Does that sound about right?


Yup, that's spot on : ) I'm just a lowly MOCpages user so I don't expect my opinion to be any more valid than the next person's, but I'm pretty sure a better communication method would end much of the frustration, as well as the work you mods have to do reading through all these conversation topics.

Thanks again for your help : )
Permalink
| February 6, 2013, 8:41 am
Any news (seems relevant as MOCpages has just crashed...)?
Permalink
| February 20, 2013, 4:33 pm
Has anyone noticed buddy icons are messed up? Mine switched to an older one i had. And some people are back to the standard smiley face.
Permalink
| February 20, 2013, 5:19 pm
Quoting Alex B
Has anyone noticed buddy icons are messed up? Mine switched to an older one i had. And some people are back to the standard smiley face.

So it's doing that again, eh? Eventually it will return back to the thing you have been using recently.
Permalink
| February 20, 2013, 6:01 pm
Quoting Alex B
Has anyone noticed buddy icons are messed up? Mine switched to an older one i had. And some people are back to the standard smiley face.

mine too!
Permalink
| February 20, 2013, 7:44 pm
Quoting MCLegoboy !
So it's doing that again, eh? Eventually it will return back to the thing you have been using recently.

Yes, now mine is back to normal.
Permalink
| February 20, 2013, 7:56 pm
Quoting Ape Fight
Any news (seems relevant as MOCpages has just crashed...)?


Yeah, crashed for me to. Seems to be back online now :)
Permalink
| February 20, 2013, 8:12 pm
 Group admin 
Yeap, Sean was doing some upgrade stuff so hopefully we'll be ok for a while now. Cross your fingers everyone, we're not quite out of the woods totally yet. At worst it should only go down for a few hours at a time but if it's worse than that let us know and we'll get right on it.
Permalink
| February 21, 2013, 2:54 am
Quoting Chris Phipson
Yeap, Sean was doing some upgrade stuff so hopefully we'll be ok for a while now. Cross your fingers everyone, we're not quite out of the woods totally yet. At worst it should only go down for a few hours at a time but if it's worse than that let us know and we'll get right on it.


Good to hear upgrades are happening : )

Again though, I do ask if the MOCpages community can be informed of disruption, and the good stuff to come.

We don't hear anything but we do see a broken MOCpages quite often.
Permalink
| February 21, 2013, 4:55 am
Just a note to say thanks Sean for letting us know by adding a comment to this group, I do hope the server man fixes it soon.

However, at a guess, less than 1% of active users will have read the comment tucked away in a thread in this group updating us on the situation.

I genuinely think, due to MOCpages' fantastic success, that the operations of the site are bigger than one man.

If I were an advertiser I'd be wondering why I invested in this site in its current state.

If I were a MOCpages user I'd be looking for alternatives.

I am the second, so unfortunately Flickr will be my main home now.

Thank you and the Mods so so much for a great last few years : )

Best of luck

Ape



Permalink
| March 9, 2013, 7:27 am
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