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关于建设反馈渠道的思考

Posted on November 26, 2006, by Src, under Uncategorized.

看到Taobao.com UI Team写的如何写好”帮助中心”的内容一文,引起了我对用户反馈渠道建设的一些思考。帮助中心和反馈渠道是相辅相成的。当用户遇到麻烦,先引导用户去”帮助中心”中寻找到答案,如果帮助文档不能及时有效的解决问题,就希望用户通过”反馈渠道”与客服联系。对于反馈渠道的建设,我想到了一下几点:

1,让分散的、无处不在的反馈入口激起用户反馈的欲望

反馈渠道并不是简单的一个反馈中心,而应该是分散在各个用户可能会反馈的地方。这样努力引导反馈欲望不强的用户,刺激他们遇到问题时愿意把问题反馈给客服。

这种入口的分散需要深入到每个页面,甚至每个功能的细节。例如当用户在查看Feedsky中自己的Feed订阅数时发现数字出现了问题,而此时订阅数字的旁边正好有”有问题吗?点这”这样的链接,这时用户的反馈欲望会变得更加强烈,从而达到收集用户的宝贵意见和建议的同时,也会有非常好的用户体验。

2,使用最简单的反馈流程,让用户乐于反馈信息

用户的反馈流程一定要最简单、最方便,不给用户的反馈带来任何负担。如果在第一点中努力把用户带到了反馈界面,那么这里,就是如何保证用户把反馈信息写完整并且让用户对反馈产生好感。

a,用户只需要输入最少的信息
让用户填写最少的信息,但力求信息最完整。

b,考虑浏览器可能死掉
我猜想,是否可以记录一段Cookie,实现浏览器死掉之后尽如Feedsky任意页面时都会询问是否回到死掉之前的反馈页面,如果此时剪切板上的内容还存在,就自动进行恢复。

c,反馈过程不打扰用户正在做的事情
反馈链接使用新窗口或标签页打开,不使用Ajax技术,以免打扰用户正在做的事情。

d,反馈成功后的页面
返回界面给出“首页”、“帮助中心”、“反馈中心”的链接,还要给出“关闭窗口”的链接,如果用户不进行任何操作,5秒钟后窗口自动关闭。

3,反馈的时效性极其重要

反馈的时效性关系到很多方面,客服和技术方面的沟通和工作效率非常关键。这也是最能反应团队素质的地方。

4,多种反馈渠道并进

电子邮件:在用户的同意下,当有新功能时对用户用电子邮件进行提醒。
官方博客:官方博客是一个非常重要的反馈渠道,活跃的公司博客会把一个公司的积极形象展示给用户(实际上不一定怎么回事了),而且鼓励用户订阅并在日志上留言。
客服论坛:Feedsky有一个客服论坛,这里更多的是鼓励用户与用户之间的交流,但在时效性上还需要努力改进。

更多的在思考中……

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通过抓虾和Google Reader看用户差异

Posted on November 25, 2006, by Src, under Uncategorized.

如果你很习惯于Google系列产品的风格,比如GmailGoogle Calendar等,但你还没有尝试Google Reader,那么我极力推荐你尝试一下,我确定你会爱上它。想当初从Yahoo mail Beta转到Gmail也经历了一个适应的过程,而从Bloglines到Google Reader同样也是如此。但当你习惯了它之后,你会感觉到前所未有的舒服。Google的服务用起来都是让人和舒服的,它更多是引导用户改变使用习惯,而不是直接适应用户的使用习惯。当然如果你符合Google的定位,那么你会发现你的改变让你的阅读变成一件很快乐的事情。

习惯一:使用Google Reader阅读博客的时候切到英文输入法,因为这样可以方便的使用快捷键
习惯二:看到不错的文章后敲击”S”键给文章加星,敲”T”键给文章加Tag
习惯三:把更多的Feed放在一个目录下,这个还在适应中

其实对于大多普通用户来说,Google Reader并不是一款适合他们的产品,所以我向部分朋友推荐了抓虾。

相比于Google Reader的朴素、严谨而言,抓虾是一款更适合中国普通大众用户的产品。有的朋友对我的说法提出了质疑,首先我认为他们对用户之间的差异视而不见。阅读器可以说是博客这整个链条的下游产品了,但是读者们也是有非常明显的区别的。一种是习惯使用国外产品的用户,我认为这部分是高端用户,他们对产品的性能和用户体验要求非常高,也对国内外的同类产品非常了解,抓虾想取悦这部分用户非常困难。而另一种就是国内的大多数普通用户,这不分用户基本从来不使用国外的服务。最典型的组合就是QQ+网易信箱+百度搜索,这部分用户不仅不了解国外的服务,更对产品的性能和用户体验要求较低(这个应该没表达清楚,可能用词不当,抱歉),他们更注重漂亮的界面和易用性,而且由于英文水平的限制,他们对国外的服务有非常强烈的排斥性。

抓虾的机会完全就在于第二部分用户,而且看的出来,抓虾小组的功能也在试图取悦这部分的用户。但是我觉得这部分用户的阅读需要并不如第一类用户那么强烈,导致小组功能更多的像一个鸡肋,无法真正的火爆起来。我倒是非常同意伍岭老师的说法抓虾的服务要做大要推广应该从学生身上下手

No Comments

马化腾正在错过着什么

Posted on November 23, 2006, by Src, under Uncategorized.

Keso一直在强调中国互联网将出现一个真正的巨人,我也相信,但我不像他们一样认为这个巨人会是百度,更确切应该说实际上这个巨人轮不到百度来做。如果马化腾不想当这个巨人,那么有可能李彦宏也应该是个不错的人选。

腾讯网在中国的门户中已经当上大哥好久了,如果腾讯的低调真的让你还不知道这个事实,那么就来这里看看中国门户们的流量对比吧。除了发现腾讯门户已经早早的超过新浪之外,你还会发现它们的曲线都出奇的一致,这可能也会让你想到点什么。

马化腾的败笔:QQ  zone

也许有些人还不知道QQ Zone抄袭了赛我的风格,不过这对一些事实毫不影响。之前百度发布的BSP排名中没有QQ zone,显然这是一件很正常的事情,QQ zone和腾讯的其他服务一样,有着巨大的用户群,但不知怎地,好像还是无法进入互联网主流社会一样。

这究竟是马化腾的错,还是中国互联网界高傲的把QQ看成一个低端的产品的错?答案是前者,走进大学中间你会发现QQ具有多么强大的用户粘性。同样面向学生的Facebook很牛B,在中国更是如此,腾讯是因为学生的支持成长起来的,但却没把学生们引入一个互联网的主流方向。

当门户们不得不把“Blog没有前途”的话咽回去,而纷纷眼红的成为BSP之后,新浪用名人当靶子,踩着本应该乐出声但现在却哭不出来了的和讯的后背,对世界说“我们的blog流量已经超过新浪新闻”,这背后汇聚了太多人的泪水和欢笑。

如果说新浪借助了精英的幌子秀了一把,赚了一把,那么有能力利用草根再捞一把的,不会是百度,不会是其他所有人,而应该是那个还没反应过来的马化腾。而马化腾显然还没反应过来,看看腾讯的博客频道,注意一下链接地址与QQ zone的关系你就明白了,QQ zone根本不是一个正确意义上的博客,它的文章没有独自的链接地址,也不支持任何的Feed。这无论对于腾讯来说,还是中国互联网来说,都真的太可惜了。因为当马化腾乐出来的时候,其实中国的互联网又向前走了一步。

谁能推动中国的Web2.0事业?

如果腾讯想明白了,正确的做起来腾讯博客,那么它的意义远远大于其他任何一个BSP,有特色的BSP们并用不太担心自己的饭碗,腾讯博客的意义更多的在于把博客普及到大众的生活当中去。

如果说早期的BSP们开创了Web2.0在中国的道路,那么门户们对Web2.0,尤其是博客的发展起了至关重要的最用,而如果腾讯愿意,他可以成为下一波的力量把博客在中国推向更高的高潮。

试想一下,每天打开QQ,和朋友聊聊天,在QQ的博客上写写对生活的感悟或者身边发生的事情,然后让自己的朋友订阅一下。5亿多的用户带来的流量将是惊人的,这样的力量将会让没有自己特色的BSP死掉一大批。而现在腾讯却将精力放在了如何使用短信欺骗用户钱财的勾当上面。

我不知道将中国Web2.0的希望放在这么一个有着太多是是非非,恩恩怨怨的公司上是对还是错。

Update
很多人不赞成我的观点,主要观点是认为QQ-zone的风格等等更适合QQ的用户,而且QQ的用户都不需要RSS Feed这样的功能。在我看来,问题不是出在目前QQ-Zone的风格上,而是出现在了QQ-Zone的保守上。QQ-zone的作者或许不需要RSS Feed这样的功能,但是不意味这读者不需要。我的主要质疑是QQ-Zone的封闭性质,这让腾讯损失了本应该属于它的巨大的流量。这些流量对于腾讯来说,意义可能重大!

24 Comments

从Yahoo1000万美元收购Mybloglog说开去

Posted on November 21, 2006, by Src, under Uncategorized.

Yahoo一天收购了三家网站,可谓动作神速。可是收购了Mybloglog却让我很吃惊,其实也不吃惊,只是突然想不明白一件事情:Yahoo,和google已经成了Web2.0的领航者,而在中国,门户们除了“被迫”的承认了Blog的价值以外,对Web2.0还是没有多大兴趣,这有点让我想不明白。

门户处于中国互联网的顶端地位,创业者进入门槛很高,所以基本上所有新的互联网创业者都选择了Web2.0,而且他们不得不信仰互联网

我喜欢Yahoo和Google,不仅仅他们提供的服务好用,还有他们对互联网的责任感,而这恰恰是中国门户所没有的。朋友对我说中国的门户们都还没有意识到Web2.0的重要性,我对此表示反对,我觉得门户的态度更多是一种观望的态度,他们让大量的创业者去培育前期的市场,等待市场清晰或者盈利模式清晰的时候才跳出来直接分享成果。而Yahoo和Google无时无刻不投入大量经历培育互联网市场。Google,Yahoo和微软能坐在一起支持Sitemaps标准,这在中国是件难以想象的事情。

就想百度的CTO说的一样,百度没有必要去冒险。门户们也一样,他们不想冒险,只想直接去分享别人的成果。这样的结果直接是中国互联网一来没有实际意义上的霸主,二来主导力量也频繁的交替。创新是互联网的主题,而门户们的不作为让他们错过了很多美好的事情。

“腾讯”是我认为在中国互联网上最后帝王相的公司,其实在意义上完全可以成为美国Yahoo!,但从腾讯对用户的“不重视”甚至于“欺骗”,到毫无创新产品,腾讯一直在作恶。

中国的门户们,谁先扛起对互联网的责任感,谁就能当霸主!

No Comments

单纯的人是可怕的

Posted on November 20, 2006, by Src, under Uncategorized.

单纯的人是可怕的,我一直以来都这么认为。不管是为人处世,还是做互联网都是一样的,万物皆法自然。

我想做一个简单的人,而不是单纯的人;对于互联网也一样,我喜欢的是一个简单的互联网,而不是单纯的互联网。

我想,不管是人还是互联网,我都愿意把最基本的利益拿出来讨论。人,可以把朋友当成一种利用关系,一种资源,而且这种资源是相互利用的,这样的规则远远比乱七八遭的什么友谊更让我容易接受。现实中见多了这样的人,冠冕堂皇的把哥们义气拿出来讲,可是你帮助他的时候全都哥们义气了,反过来的时候找不到人。而恰恰相反,把朋友当成一种资源,当成一种利用关系的人更懂得利益的来往,更懂得记住并且回报朋友的帮助。

互联网也是一样的,看看Getting real的精髓:
*  现实一些, 别好高骛远, 目标庞大常常导致失败
*  少就是多, 把产品做得尽可能的简单, 小巧
* 注重前期的设计, 尤其是界面的
* 宁可做一点点好东西, 也不要一大堆垃圾.  也就是宁缺勿滥, 这个用于项目目标,用于选人, 也用于项目本身的进度

上面这些是单纯的互联网人能做的出来的呢,还是老练但简单的人所为?我想完全是后者。单纯的人是可怕的,他不懂内在规律,而且不能容忍“不单纯”的行为,而且单纯的人没有能力抵挡即将到来的诱惑。

这样看来就会发现,其实中国互联网人和美国的互联网工作者水平还差的很远,我们要走的路还有很远……

26 Comments

Blogger如何让自己变的快乐起来

Posted on November 15, 2006, by Src, under Uncategorized.

今天由于Google Reader错误的把Herock post中的旧文章显示为未读了,无意中发现了以前的当Blogging不再快乐-sidekick’s letter一文,文中引用了Sidekick亲笔写满的六页书信。我亲自看过,心中不免有想哭的感觉。我应该处在“纯真期”的后期,正有向“失语期”发展的迹象。

遂给自己定了一些规矩,希望自己永远是一个快乐的Blogger。

1,退订大量基本不读的Blog,减少阅读时间,减少信息负载带来的压力,毕竟我们不像Keso是一个职业的Blogger。
2,把Blog阅读从泛读变为精读,并且经常过去给作者留言,并回访给我留言的人。
3,订阅好朋友的Blog,并经常与之进行交流。建立在现实关系基础上的交流更让我们有安全感。
4,坚持独立思考,并且每天更新自己的blog。
5,在Blog中写生活,感情等能和朋友交流的文字。
6,把所有的网友当成朋友,如果可能,网下和你blog的读者成为朋友,并一起讨论blogging的乐趣。
7,每天上Flickr看朋友新上传的照片,并发表评论,最好添加note。
8,每天查看自己Feed读者数量。
9,(Update)不做Google的fans,不做Yahoo的fans,不做任何人的fans,因为fans让你更偏执。
10,每天告诉别人要做快乐的Blogger。

请记住,网络不是你的全部,网络和现实社会联系越紧密的时候才越有价值。

1 Comment

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