Comments on: Not everyone wants to search http://blog.mozilla.com/sumo/2008/12/04/not-everyone-wants-to-search/ The support.mozilla.com (SUMO) project blog Wed, 18 Nov 2009 01:10:41 -0800 http://wordpress.org/?v=2.8.6 hourly 1 By: Brasilien http://blog.mozilla.com/sumo/2008/12/04/not-everyone-wants-to-search/comment-page-1/#comment-17293 Brasilien Mon, 23 Feb 2009 23:59:23 +0000 http://blog.mozilla.com/sumo/?p=359#comment-17293 Yes shure, newbies are verry slow.... but sometimes tricky ;-)) Yes shure, newbies are verry slow…. but sometimes tricky ;-) )

]]> By: Flug http://blog.mozilla.com/sumo/2008/12/04/not-everyone-wants-to-search/comment-page-1/#comment-15430 Flug Tue, 13 Jan 2009 16:42:23 +0000 http://blog.mozilla.com/sumo/?p=359#comment-15430 Many older people or newbies on the computer just do not like to type because they aren't so fast. This is certainly a problem as well. The best practise in my eyes would be a diagnostic tool, that preselect possible failures and then leads you to solve the problem. Many older people or newbies on the computer just do not like to type because they aren’t so fast. This is certainly a problem as well. The best practise in my eyes would be a diagnostic tool, that preselect possible failures and then leads you to solve the problem.

]]> By: Vincent http://blog.mozilla.com/sumo/2008/12/04/not-everyone-wants-to-search/comment-page-1/#comment-13919 Vincent Sat, 20 Dec 2008 11:33:21 +0000 http://blog.mozilla.com/sumo/?p=359#comment-13919 i tried the search route. i am not a techie and i just used "whatsnew" to narrow the search. my problem is that when i upgraded to 3.0.5, whenever i open firefox, "http://en-us.www.mozilla.com/en-US/firefox/3.0.5/whatsnew/" always opens which is very irritating. last time i upgraded this notice only happened once. can you help me guys? it's so hard to look for the solution here. i tried the search route. i am not a techie and i just used “whatsnew” to narrow the search. my problem is that when i upgraded to 3.0.5, whenever i open firefox, “http://en-us.www.mozilla.com/en-US/firefox/3.0.5/whatsnew/” always opens which is very irritating. last time i upgraded this notice only happened once. can you help me guys? it’s so hard to look for the solution here.

]]> By: murar1 http://blog.mozilla.com/sumo/2008/12/04/not-everyone-wants-to-search/comment-page-1/#comment-13841 murar1 Fri, 19 Dec 2008 14:03:11 +0000 http://blog.mozilla.com/sumo/?p=359#comment-13841 I have a problem Firefox freezes, hangs . trying to find the solution is mind boggling. There is plenty of the written word, of how to help go here go there but no actual basic help on the problem , just being sent around and around with jargon that is not understandable and no real help. One is sent to a site , search no data on the problem just page after page of technical stuff that the average internet user doesn't know., help and internet designers seem to forget that we haven't all studied computer technology, and has picked it up as its been thrown at us,. I am a 58 year old man and love the idea of the internet but all help index etc. seems to have gone by the bored in favor of forums . threads . and jargon that leads nowhere fast. its seems you have to spend more time fixing your browser than actually surfing I have a problem Firefox freezes, hangs . trying to find the solution is mind boggling. There is plenty of the written word, of how to help go here go there but no actual basic help on the problem , just being sent around and around with jargon that is not understandable and no real help. One is sent to a site , search no data on the problem just page after page of technical stuff that the average internet user doesn’t know., help and internet designers seem to forget that we haven’t all studied computer technology, and has picked it up as its been thrown at us,. I am a 58 year old man and love the idea of the internet but all help index etc. seems to have gone by the bored in favor of forums . threads . and jargon that leads nowhere fast. its seems you have to spend more time fixing your browser than actually surfing

]]> By: Justin Dolske http://blog.mozilla.com/sumo/2008/12/04/not-everyone-wants-to-search/comment-page-1/#comment-12963 Justin Dolske Fri, 05 Dec 2008 00:42:47 +0000 http://blog.mozilla.com/sumo/?p=359#comment-12963 I'm also sometimes wary of built-in search engines (so many are so terrible), although the impact for me is that if my first search gives obviously braindead results, then I'm unlikely to try again. If the results are unhelpful, but do seem relevant to my query, then I'm likely to try again with a different query. I've also found that lists of frequently-encountered-problems are appealing first-click targets, playing the odds that my problem is likely to be something other people are running into. It might be interesting to filter your data by click stream... Are the people who don't search seeing their problem under "Popular Support Articles"? If so, they're probably not reading much further. I’m also sometimes wary of built-in search engines (so many are so terrible), although the impact for me is that if my first search gives obviously braindead results, then I’m unlikely to try again. If the results are unhelpful, but do seem relevant to my query, then I’m likely to try again with a different query.

I’ve also found that lists of frequently-encountered-problems are appealing first-click targets, playing the odds that my problem is likely to be something other people are running into.

It might be interesting to filter your data by click stream… Are the people who don’t search seeing their problem under “Popular Support Articles”? If so, they’re probably not reading much further.

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