Human Nature = laziness
Since starting up my latest project, I've come to the conclusion that offering software products can in no way be defined as an AIS. I'm spending about 1 hour per day answering queries on the Tech Support Forum, and to be honest it's starting to annoy me.
Annoyance #1; People do not read the User Manual
If you buy any product, PLEASE read the User Manual - it helps you, and also helps the software developer.
Annoyance #2; People do not read the rules of the Forum
If you join a forum, make sure you stick to the posted rules.
Annoyance #3; Technical Support is only available for the product that you purchased!
Don't expect Technical Support for 3rd party products!
Annoyance #4; Before asking for advice, why not try it?
Be Pro-Active. Instead of asking a question, then waiting hours for an answer, answer it yourself by DOING.
Annoyance #5; Time Zones.
Sorry Americans, but the world does not work on "America Time". You need to learn to be patient.
Annoyance #6; Search the Forum!
Your question has most likely been asked and answered. Search the Forum!
Annoyance #7; Google is your friend
It takes 2 minutes to search Google. Do your homework.
Annoyance #8; Use the Technical Forum for asking Technical questions.
Don't post general chit-chat, this is a waste of time.
And…RELAX 
OK, so, basically, read the user manual, try things out, stick to the forum rules, be patient, search the forum and google for your answers. And all will be well.
In other words; STOP BEING SO DAMN LAZY. BE PRO-ACTIVE!
Comment by Will — July 21, 2006 @ 12:24 pm
You've listed the symptoms, but what are the causes and what are you going to do to address them?
Users will always be users…
Comment by Will — July 21, 2006 @ 12:26 pm
And why has 'burt' posted this entry in the 'Life of Oli'?
Comment by burt — July 21, 2006 @ 12:39 pm
99% of people are inherently lazy, that's the problem. What can be done about it ? Nothing really.
However, what can be done to stop a lazy person abusing the service provided? Pretty simple - temporary or permanent ban from the Tech Support Forum.
Good catch on the wrong category
Comment by Will — July 21, 2006 @ 12:53 pm
There must be positive action you can take…
1) Outsource the support work.
2) Create support videos showing people exactly how to do stuff.
3) Create a FAQ (forum threads can get diluted) that answers specific questions and provides an easy-to-use interface to ask the same questions that you're getting.
4) Force people to go through a knowledgebase before they can submit a question to you. This might mean taking all support requests out of a forum environment.
Kayako eSupport would seem to be able to solve a lot of your annoyances.
If lazy people won't follow the route you desire then change the only route they can travel to suit you better!
Comment by burt — July 21, 2006 @ 1:33 pm
1. It's only an hour or so a day, I am just lazy
2. Done
3. Done.
4. Good idea, cheers.
I suspect that the new forum rules will be adhered to, as I have made it plain that repeated abuse will result in a ban.
Comment by Toxie — July 21, 2006 @ 1:42 pm
Maybe they can't understand that Taff accent in the vid
Comment by burt — July 21, 2006 @ 1:58 pm
Eh, now then, boyo.
Does it really sound welsh ? Tell me it ain't so.
Comment by Dave — July 21, 2006 @ 4:10 pm
I hate when people post something, then post again wondering why nobody answered the question and it's only been like a half hour.
People need to wait at least a day. Also they just need to search.
Comment by The Gent — July 21, 2006 @ 9:11 pm
#1 People never read manuals.
#2 People never read the rules of forums unless you force them to.
#3 Is this a case of people requiring support to enable them to use *your* product with another product?
#4 Users are afraid of breaking something.
#5 Are office times stated anywhere?
#6 No time for that! I bought it and I want to use it NOW.
#7 They have bought *your* software and expect an answer from you.
#8 Every forum thread always goes off-topic.
Not having seen any of the site (url please?) I can understand your frustration from what you have said but remember the customer is always right and therefore has to be treated courteously. Also, one annoyed customer can (and will) throw a spanner in the works stopping ten others becoming customers for life.
Comment by Chance — July 21, 2006 @ 10:40 pm
I second the Kayako mention- its well written and effective! Probably saved a couple companies I have worked for tens of thousands of dollars in support costs.
Comment by burt — July 21, 2006 @ 11:38 pm
The customer is not always right, that's an old wives tale and we all know it
Comment by BrianC — July 22, 2006 @ 2:14 am
I was just going to mention the Kayoto software, but someone already did.
Might be an option for the near future. The users of the software are VERY lucky to have direct access to the developers via the forum.
It might also be worth looking at the new Keywords Analyzer forum and see how they direct & handle support requests;
http://forum.keywordsanalyzer.com
They have a Help Desk section that directs to Expinion.net knowledge base software, which does the job nicely. It's sure to save time as things begin to scale up.
Just a thought
Comment by Oli Allen — July 23, 2006 @ 6:59 pm
On the plus side, being a forum means that eventually, users may start helping eachother with simple problems
Comment by Andrew — August 1, 2006 @ 11:47 pm
Human nature is a nasty thing. My experience dealing with clients tuned me in to the ugliness of laziness. I myself am plagued with it once in a while. Unfortunately too many people are under the laziness spell for most of their lives and continue to complain about their lives and Users Manuals and such.