I’d like to request a couple of changes to this forum to make it easier for community members to help each other:
Pagination to be added to the default ‘Help & Support’ forum and ‘Recent discussions’
It’s currently in place at the top of of the less busy ‘About Bulb’ forum (although it’s not too obvious what the numbers are for) - this will allow people to easily find unanswered messages and reply. [btw: you can add /p2 , /p3 etc to the end of the forum URL such as http://community.bulb.co.uk/categories/help/p2 and http://community.bulb.co.uk/discussions/p3 to see previous pages ]. (should be small design/template tweak).
Stickied posts to appear at the top of search results/improved search
When using the great big search box on http://community.bulb.co.uk/ , it neither searches the Help pages (which perhaps it should) nor does it highlight stickied posts (so a search for ‘smart meters’ just lists thread names, last poster and date). Search on each forum board also doesn’t restrict the search to that board. Could we have stickied posts have a higher priority then anything else and have a precise of the topic included?
New discussion page [ http://community.bulb.co.uk/post/question/help ] to have FAQs listed
Perhaps just links to the stickied posts can be added (should be small design/template tweak for ‘static’ links).
Add an ability to mark things as ‘resolved’
Perhaps only for admins/original poster/moderators, there should be a way of just indicating by the post title that something is resolved (Monzo’s forums can have ticked box shown). Members should ideally be prompted to ‘Mark this topic as resolved’ when going to reply to their own thread/viewing it.
Existing topic suggestions
Another idea stolen shamelessly from the Monzo (Discourse powered) forums - when you go to start a new topic/thread, there’s a ‘Your topic is similar to…’ box appears which would be good for common queries (smart meters, how to contact etc).
Monzo has their ‘coral crew’ moderator team who can mark threads as resolved, remove private/account specific information etc, this might be an idea to introduce as the forums get busier. It’ll be good if they had a way of highlighting posts to Bulb staff (such as big complaints/emergencies etc).
I perfectly understand if Bulb is unable/unwilling to do all of these, but as a certain supermarket’s slogan goes, Every Little For Less (erm, perhaps I’m getting my slogans confused).
Adding ‘Register for a smart meter’ and ‘Your Economy 7 hours’ sections in the Bulb account portal would help reduce account specific queries as well (including the Eco7 hours on the produced bills would be good).