Managing Feedback

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Notes on slide 1

- Managing all of this information is one of the most important but under-rated tasks of creating anything.
- For live applications, real feedback from real users is absolutely critical

- The feedback chain of events.
- Can take 10 seconds or 10 weeks.

- Methods

- Constraints & Considerations

- Sources

- Search in your space or approximate space.
- Don’t be tempted to spam people.

- Use analytics, performance monitoring, etc.
- Just because you can measure it doesn’t make it important. - Seth Godin

- Questions are feedback. They expose places that you might have done a poor job communicating.

- Solicit feedback. Solicit better feedback.

- Be welcoming and appreciative.

- Remove barriers.
- At the bottom of a search form “Did you find what you were looking for?”
- On an error page “Please let us know if you have any insight into what may have caused the problem?”
- From the footer of every page.

- Do some usability testing.

- Henry Ford - If I had asked people what they wanted, they would have said a faster horse.

- Most feedback is negative.
- Don’t worry. The alternative to negative feedback isn’t “good feedback”, it’s “no feedback”.

- Louder doesn’t always mean more important.

- People go into it assuming that support will be a negative experience.

- Everyone wants something different.
- Almost nobody thinks that others could have different opinions.

- Replying is different from “Responding”.

- Don’t worry be happy. At least you’re getting feedback. It could be much worse.
- A gracious reply to the initial request has defused the situation 100% of the time.
- Encourage future requests.

- Reply quickly to let them know that you care and are looking into it.
- Keep them apprised of the situation.

- Open up and explain yourself. Justify your position and be ready to be proven wrong.

- Create a dialogue.
- Feedback should result in discussion.

- Think things through.

- Understand the need, not the prescription.

- Every feature will have a ripple effect in both the codebase and the users.
- Map out that effect. What users will be affected? What pieces of the app?

- Let it soak in.

* Abraham Wald
* Statistician during WWII
* In his earlier years attended university in Austria
* Nazi forces invaded Austria in 1938
* Shortly thereafter US invited him to do research in the US
* That decision saved his life -- all but 1 of his 9 family members died in gas chambers
* While teaching at Columbia, he took on war work
* Developed statistical methods that were classified until the war was over

HERE’S ONE OF THOSE METHODS:
1. Collected data from aircraft as they returned from battle
2. Plotted each bullet hole, and correctly assumed hits were uniformly distributed (that is every spot on the aircraft was just as likely to be hit as any other)
3. What would you do with the data?
4. If asked where the aircraft should be strengthened, how would you respond?

- Looks can be deceiving.

- They don’t know what’s below the surface, and they shouldn’t have to.

- Features are forever.

- 37signals sends some very public, derogatory, and inflammatory feedback
- Get Satisfaction responded with some small immediate changes.
- Within an hour or two they had a live video chat to discuss with people
- Then they publicly got the ball rolling on more long-term and carefully considered changes.
- The result was that a significant number of people came around with positive things to say
- It was a stressful time, but it blows over.

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Managing Feedback - Presentation Transcript

Creating Stuff Managing Feedback & Feature Requests
Hello. . My name is.. Gar rett
Generating Receiving Replying Absorbing Responding
Forum s Blog Conversatio s ns YOU Email Analytic s Support Requests
Future Plans Idea Existing Code s Tim Criticis e m YOU DNA Suggestion s Mone Question y s
Stakeholder s Investor s Designer s YOU Developer s Client s Customer s
Generating
?
Receiving
 
Textile. Markdown. Markup.
Replying

Absorbing
Responding
Courtesy of Cameron Moll
Courtesy of Cameron Moll
Courtesy of Cameron Moll
Search
User Interface New or Updated Search Record Saved Search Request Save Record Watches Daemon Monit Searches Update Save Index Delta Record Index Delta Index Build Primary Index Index from Database Database Index Build Index from Database Initiate Regular Cron Indexing Indexer
vs.
http://flickr.com/photos/ppdigital/2327029777/ http://www.flickr.com/photos/storm_gal/353753314/ http://www.flickr.com/photos/somegeekintn/3313624842/ http://www.flickr.com/photos/thomashawk/106559616/ http://www.flickr.com/photos/mnadi/34012604/ http://www.flickr.com/photos/maisonbisson/77778195/ http://www.flickr.com/photos/gurms/2130147681/ http://www.flickr.com/photos/john/10196037/