Improvements In Communication – Small But Significant

As I noted in RBS Beta: Known Beta Issues – Being Acknowleged, we see a small but significant effort. There is now a web page Known Issues for Blogger in Beta, supposedly produced by Blogger Support. And there’s Blogger Buzz: Known Issues for Blogger in Beta, by a new BS person, Pal.

…let me clarify the purpose of the various other communication channels that exist between the users and the Blogger Team:

  • Support form: Users can report problems with the application here to the Blogger support team. Depending on the issue the support team will answer with either some pointers to self-help information, ask for more information, or — in case of a new issue — report it to engineers for resolution. Issues that affect a large group of users will be resolved promptly (meaning that an engineer will start to work on it right away) whereas problems that just apply a single blog or account may take a little longer to fix.
  • Blogger Status: This venue is used by the Blogger Team to report production outages, such as database problems. This is not a place where we report known application issues.
  • Blogger Buzz: This blog contains information about new product features on Blogger as well as posts about cool and interesting things that go on the blogosphere.
  • Blogger Help Group: Here Blogger users help each other with gotchas, tricks, hacks, etc. The Blogger support and engineering teams monitor this forum and occasionaly post on issues of general interest, but it is not the goal of the Help Group to become an alternative to the Support form.

Submitted – – for your consideration.

  • Problem queueing. Problems that affect more people get worked on first.
  • The nature of Blogger Status. The people who depend upon Blogger Blogs known nothing about production outages vs application issues. They just know that they can’t login, or can’t publish, or any of a dozen other chronic problems.
  • The above post, from Blogger Support, was made in Blogger Buzz. Where we can expect to find

    …information about new product features on Blogger as well as posts about cool and interesting things that go on the blogosphere.

    I think that this is neither a new product feature, nor a cool and interesting thing in the blogosphere. This is a serious problem, and a failure to communicate.

How many problems take 30 minutes to be analysed and fixed?

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