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“Show me the suggested 1 article for this post.” copy/interaction could be improved

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Oli Studholme

03 May, 2012 05:52 AM

I have some suggestions for improving this interaction:

• Tender generally uses second person pronouns (“Your Open Discussions (2)”, “You can search our knowledge base articles…” etc), so using first person objective (“Show me”) seems out of place
• There’s no mention of what kind of article will be shown (knowledge base), or why (“Show me a potential solution…”)
• Rather than offering to show it would be better to just do it and actually show the first 1-3 matched articles
• The lack of category information means some knowledge base articles may appear to answer the question but be inappropriate

I suggest changing to the following copy:

These [knowledge base] articles may help to answer your question:

1. {Article title} ({Article category metadata})

   {First line of article}

2. …

3. …

[Show other potential answers] from the knowledge base and other discussions…

Here’s an example discussion where the current copy was confusing for the commenter.

Thanks for your consideration.

1. 2 Posted by Amanda on 03 May, 2012 06:18 PM

   

   Oli,

   Thank you for your thoughtful and detailed feedback. I will pass this along to the owner to see if he agrees with your suggestions in changing the language.

   Thanks!

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2. Nicole closed this discussion on 29 Jun, 2012 06:25 PM.

3. Amanda closed this discussion on 29 Jun, 2012 09:37 PM.

4. Oli Studholme re-opened this discussion on 04 Oct, 2012 12:52 PM

5. 3 Posted by Oli Studholme on 04 Oct, 2012 12:52 PM

   

   I’m still frequently getting support questions that are answered in the knowledge base, but which the poster never sees because it’s hidden behind “Show me the suggested X articles for this post.” links. Please, rather than offering to show it would be better to just do it and actually show the first 1-3 matched articles, for those who don’t read the confirmation screen.

   Thanks.

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6. 4 Posted by Amanda on 05 Oct, 2012 08:48 PM

   

   Oli,

   I'll make a ticket for your suggestion so it can be considered by the team.

   Thanks for your feedback!

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7. Nicole closed this discussion on 08 Dec, 2012 04:37 PM.

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