Charles Adams
Second Officer
Flight distance : 3821312 ft
United States
Offline
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LOKY Posted at 2017-9-15 09:10
The basic question here, about moderators giving "we don't support", "that can't be used" etc, how much they speak in the name of DJI? For me , they are "just" forum moderators, and they in some instances can't speak in the name of DJI. They reply to basic questions, copy and paste scripted answers "our engineers are working", etc. Nothing bad on that, BUT, I don't think for any "major" issue, they don't have absolutely no power , they just reply what they may know or their interpretation.
"send the logs", bla bla, and I did not see any feedback on that, most of the techincal analysis on someone's logs were made by forum users.
You have covered a lot of different subjects in one amazing post! Lots of profound observations in your post.
One: DJI Moderators. They are obviously relying on scripts, and very rarely do they ever break from scripts. That's not necessarily a bad thing from the company perspective. Scripts are a "safe space" under which to operate. Scripts are business and legal approved. A moderator will never lose a job sticking with a script, and risks more breaking from a script. Also, if a moderator is ever going to break from a script, it's not going to be in response to an argument or a challenge or a threat.
Two: DJI Moderator power and authority. They don't have much. What I have seen is that they can't/won't commit to dates, they will not commit to features, they will not confirm defects. But what they have done in some cases is help accelerate responses to cases. Sometimes to the satisfaction of a customer, sometimes not so satisfying. But they have helped accelerate cases to conclusions.
Three: DJI Moderator job description. I've had a moderator confirm that moderating these forums is not their sole/primary responsibility. They serve on front line of support (phone/email), and a sub-task of their position is to pay some attention to the forums.
Four: Actually moderating. I think that their business model for the forums didn't necessarily align with their sales model for the spark. The spark opened up a whole new world of users (new and inexperienced to drones), and I don't think that they were prepared for this in the forums, or even on the front line of support. Given the complaints I've seen on how long it takes to resolve a case, my sense is that they didn't staff up their support line as much as the success of the spark required (if at all). As such, there is very little time available to actually truly "moderate".
Five: The forum participants themselves. As is the case with any forum, there are different categories of participants. These categories are pretty uniform across any forum of any topic. There are participants whose primary purpose is to solve a specific issue/complaint and attempt to get action on their issues, and then disappear. There are participants whose primary purpose is to vent about unhappiness, and they are committed to participate until their satisfaction of venting is met. The longer term participants are those with strong passion for the topic (the enthusiasts). They want to help, they want to learn, and advance their hobby. The business attempts to leverage these individuals (wisely) to reduce business support costs.
I sense in these DJI forums an unanswered technical component. The business has support representatives who moderate, but I haven't seen/felt any technical representatives from the business. I think that would greatly enhance the forums. |
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