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 Post subject: Answers and Users' Help Exchange - updated March 19, 2012
PostPosted: Fri Jun 24, 2011 12:40 pm 

Joined: Fri Aug 20, 2010 7:31 pm
Posts: 1775
Location: Ableton
Update: March 19, 2012

Hi everyone,

With the growth of Answers, and changes made both to it and to the general Support section of Ableton.com, we've come to the time to close Users' Help Exchange. UHE will be kept here as an archived and searchable subforum, but is now closed to new posts.

Please head to http://ableton.com/answers to get help from other users' and to help out others.

If you'd like support help directly from Ableton, then please go to http://ableton.com/support. Note that anything involving crashes, glitches, or suspected bugs should be reported directly to tech support.

Best,
David / the Ableton Community Team


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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Wed Jun 29, 2011 2:43 pm 

Joined: Mon Oct 04, 2004 2:22 pm
Posts: 12595
David,
I hope there is more to come for Answers as currently it doesn't hit the target.
I've dropped by there a couple of times intending to answer a few questions, but I find the interface limited, confusing and not very powerful.

Examples:

search for Answers to "ableton sound quality"
result ... um , changing the metronome sound?
Now, even worse, try searching for "why is my guitar quiet"

result. OMFG ... Really ? Somebody thought that was a good outcome.

suggestion : At least make all searches Boolean AND, not OR. The default for search users is boolean AND, only programmers who are not focused on user outcomes
use the default OR in a query. Users usually intend AND, many users now expect some parsing of the query intent. EG: "did you mean : why is my guitar input volume quiet" , here are some related topics- setting up your audio hardware, Hi-Z inputs for guitar, How impedance can make signals quiet, ... Etc.


I'm too busy with work right now to detail further issues in the implementation of Answers, but somebody in the web department needs to understand that as specifications for comprehensive Knowledgebases go this barely hits one target.

It is not a good go. It hurts me.

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Wed Jun 29, 2011 3:14 pm 

Joined: Mon Aug 17, 2009 1:40 pm
Posts: 1126
Location: Mpls, MN
I'm going to have to agree w/ Angstrom on this one, who designed this? The search function is almost useless. Why have a search button if it searches automatically? The front page UI design looks like craigslist posts, plus you have no idea when the question was asked and the number of answers (in light grey) blends in w/ the background (white). Also, why is the default number of questions 8? How many questions do you think will actually get answered if 8 questions later it is off the front page?

These are serious design flaws that will hamper its use and usefulness, unless of course that is the point.

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Wed Jun 29, 2011 5:12 pm 

Joined: Wed Jun 25, 2008 3:49 pm
Posts: 2667
Location: Bristol, UK
I've also stopped by to try and help out, but abandoned my effort because I thought it was too flaky.

The UI/UX is terrible and the functionality is poor. Angstrom has pretty much summed it up.

Sticking to the forum for now.

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Fri Jul 01, 2011 4:35 am 

Joined: Mon Oct 02, 2006 5:19 pm
Posts: 23575
Location: SF, CA
signed.

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Fri Jul 01, 2011 2:04 pm 

Joined: Fri Jan 21, 2011 3:36 pm
Posts: 435
Is Answers gonna be on Google search?


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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Fri Jul 01, 2011 11:28 pm 

Joined: Mon Apr 26, 2010 6:38 am
Posts: 1136
With some tweaking it should be a good resource.

I would like to suggest a change for the colour of the test for the TITLE of a question. I am a bit colour blind and my screen resolution is 1920x1080 which makes text small and hard to read as it is. The orangy colour is a bit too hard to read. If it could be BOLD then that would be easier.

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Mon Jul 04, 2011 5:17 pm 

Joined: Fri Aug 20, 2010 7:31 pm
Posts: 1775
Location: Ableton
Hi everyone - thanks for your feedback. Please make sure that you also use the link to give feedback on Answers itself.

To address the list of latest posts, that's simply to help you get going - Answers works better if you use the search function and then browse posts and related tags that you're interested in.


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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Mon Jul 04, 2011 5:27 pm 

Joined: Mon Oct 04, 2004 2:22 pm
Posts: 12595
Ableton_David wrote:
Answers works better if you use the search function and then browse posts and related tags that you're interested in.



No it doesn't

try this search - "how do I connect a guitar"
http://www.ableton.com/support?query=ho ... t+a+guitar

Look at the list of answers and there's nothing remotely relevant to the query.
Now look at the bold-ed text in the results list and consider their relevance to the query.
The bolded text for this guitar based query reads : automated, automated dot, appears, apple, appears, away, able, audio/video... etc.

No hint of any tags, and certainly nothing relevant to connecting a guitar, which is odd because ...
there is an 'answer' specifically titled "How do I connect a guitar to ableton?", yet that does not even show up on the list of results for that query.

Answers is not good at all.

http://www.ableton.com/answers/how-do-i ... have-a-mac

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Wed Jul 06, 2011 4:23 pm 

Joined: Fri Nov 27, 2009 2:47 pm
Posts: 339
+1 on really disliking Answers so far.


Not sure what exactly is wrong with the User's help forum as it stands, it has always worked well for me. Answers is a fine project for Ableton to get working on, but not sure why it has to mean the end of the User's Help Exchange.

$0.02

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Wed Jul 06, 2011 5:02 pm 

Joined: Wed Jun 25, 2008 3:49 pm
Posts: 2667
Location: Bristol, UK
Matt_Quinn wrote:
Not sure what exactly is wrong with the User's help forum as it stands, it has always worked well for me. Answers is a fine project for Ableton to get working on, but not sure why it has to mean the end of the User's Help Exchange.


I agree: it would be a travesty to ditch the UHE with Answers in it's current state.

I do think that with some serious work on the UI/UX, and vastly improved search functionality, Answers could be more useful than UHE, but until that happens, I really hope we can keep it!

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Wed Jul 06, 2011 7:03 pm 

Joined: Sat Oct 27, 2007 9:15 pm
Posts: 13006
Location: The Wild West
Angstrom wrote:
Ableton_David wrote:
Answers works better if you use the search function and then browse posts and related tags that you're interested in.



No it doesn't

try this search - "how do I connect a guitar"
http://www.ableton.com/support?query=ho ... t+a+guitar

Look at the list of answers and there's nothing remotely relevant to the query.
Now look at the bold-ed text in the results list and consider their relevance to the query.
The bolded text for this guitar based query reads : automated, automated dot, appears, apple, appears, away, able, audio/video... etc.

No hint of any tags, and certainly nothing relevant to connecting a guitar, which is odd because ...
there is an 'answer' specifically titled "How do I connect a guitar to ableton?", yet that does not even show up on the list of results for that query.

Answers is not good at all.

http://www.ableton.com/answers/how-do-i ... have-a-mac


the link Angstrom posts here actually does bring up a lot of the weaknesses. besides the fact that you can hardly find it (as he pointed out) the first answer is kind of biased and doesn't really answer the question other than saying "buy gear. RME and Apogee make great gear". yet this is voted as the top answer even over a video tutorial. :cry:

if that's the best answer to the question then perhaps it shouldn't be found.


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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Thu Jul 07, 2011 5:01 am 

Joined: Mon Dec 22, 2003 3:42 pm
Posts: 9088
Location: seattle
i can't offer much feedback from the viewpoint of a question asker..

but from the viewpoint of a question answerer, i could only stand to look at it once or twice.

1) the screen has only about 7-8 questions. the rest is filled with ableton stuff, links, pictures and etc. and space wasted on looks.

2) !!!!!!!!!!!!!!!!!!!!!!!!MOST IMPORTANT!!!!!!!!!!! (should have been #1 haha) need to click "more" an infinite # of times to see all the questions.. and if I click on one to read it, all I can seem to do in terms of going back to the list, is to hit "back" on the browser, which brings me to the first 7-8 questions! now i have to hit "more" an infinite # of times to try to get back to where I was in the questions list


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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Thu Jul 07, 2011 8:42 am 

Joined: Mon Apr 06, 2009 5:10 pm
Posts: 837
Location: Central Coast, California
ollyb303 wrote:
I do think that with some serious work on the UI/UX, and vastly improved search functionality, Answers could be more useful than UHE, but until that happens, I really hope we can keep it!

I'm currently a moderator on Stack Exchange's audio (and now video) site which uses a format similar to Answers. It has been simply amazing for me as far as help, and I'm really excited that Ableton is embracing a technological solution in a similar vein. One of the biggest problems with UHE is that it's hard to find "answered" questions so it's more of a forum and less of a knowledge base.

But what you've said is true: in its current state, the UHE subforum is more attractive to users because it "feels" easier to use - there are more items listed on the screen, you don't have to click "more" several times, and it uses a familiar forum format that many people are already used to. There are lots of advantages to the Q&A format (such as the follow feature, which is very handy!) but it'll have to feel like something natural to use if people are really going to adopt it.

I can't put my finger on what exactly it is that I think feels kind of awkward about Answers. If I can figure it out, I'll submit it as feedback. Besides that though, it's great. Huge thanks to everyone working on it.

In the meantime, I'd recommend that the talented Ableton developers do some serious user profiling and statistics. This kind of new-format site will live or die based on whether people decide to use it, and it'll be important to know why. We're facing the same getting-people-to-use-it problem on Stack Exchange, and the SE team has done a lot to figure out ways to make people interested and make the site really valuable.

The other big Q&A site I know of is Quora, and between those two I suspect there's a lot to learn from (I haven't used Quora yet myself).

Hope this is helpful - thanks again to all the Ableton staff working hard to make this happen.

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 Post subject: Re: Moving Forward - Answers and Users' Help Exchange
PostPosted: Sat Jul 30, 2011 6:57 pm 

Joined: Fri Aug 20, 2010 7:31 pm
Posts: 1775
Location: Ableton
Brief update on Answers here. Please go back and try searching Answers again, as we've made significant improvements to the algorithm there. If you find that a search is not returning the right results (as has been documented previously on this thread), then please submit that as feedback, including that terms that you used in the search.

For the time being, we'll delay closing Users' Help Exchange. Please do try Answers again, in the meantime.


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