Wednesday, March 5, 2008

Help Center Restructures

Google has been restructuring its Help Centers for Gmail, Google Calender and Google Docs according to usability and user feedbacks. All of them have (updated) Known Issues pages which lists out common but unsolved problems. Users can view the detailed description of the issue and report it if they are experiencing it. This is Gmail's Known Issues page:
The similar voting system is used for feature suggestions where Google determines which feature to develop next:
Another improvement is that Google attempts to show relevant problems that users might also have when searching for a particular topic: Given the huge amount of users, to answer all emails received from users might take up to years. Therefore, for common "How-tos" and "Know-hows", Google is (more strictly) directing its users to official user groups or Help Center by hiding the Contact Us link or by using directories to divert users to appropriate sections. Google only provides (limited) email support to users who have gone through the entire Troubleshooter and find no answers.
I suppose more updates would be expected as Google continues to collect feedback from its users with this box appearing in most Help Centers:

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