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[PeteJackson]

We've been working on a few new pages recently on topics which should be of interest to new customers.  There's a new easy guide for setting up a wireless network, pages about expected speeds and 21CN etc.  We're thinking now of implementing these (with other suitable pages) into a 'beginners' guides' section at the www.plus.net/support/ index. (rememeber talking about that at the open day?)
(plus we're wanting to consolidate this menu quite a lot too).

Which pages from our existing ones do you think should go into such a beginners' guide?  And what don't we have that should do you think?  The fewer the better of course.

Starter for 10:
* What speeds you can reasonably expect?
* How to set up broadband hardware & filters
* Basic Troubleshooting and how to diagnose a fault
* Setting up email collection to default mailbox
* How to use Webmail
* How to set up a secure wifi network using our router
* Community Site, Referral scheme
* Basic settings for the more 'advanced user'
* Glossary

Ideally we'd end up with a nice, non-scary magazine-type beginners' section with all of that, with the more infrequently needed topics available by drilling down into the support pages and by search.

[MauriceB]

The idea is sound Pete, just not sure that it should be solely under the 'Begginers' tag.  E.g.  The 'Basic troubleshooting and how to diagnose a fault' pages are equally valuable to a beginner and a long term (but non technical) user who would only use it infrequently?

Possible link from other parts of the Menu?

Is there a case for this sort of information to be in the proposed 'Customer generated support' section?  At least this will allow users to build on a basic set of information provided (and maintained?) by Plusnet.

The Community site and Referral scheme, whilst valuable, do seem a little out of place in this list?

Add:

*  Setting up the common email programs.  Outlook; Outlook excresence ........ Simple set up only!

*  Reporting a fault and using the Ticket system to monitor progress.

*  Using the Speedchecker

*  What the 'stats' on the Router mean - a simple idiots guide.

Good idea.  Let's keep it rolling

Maurice



 

[Mal08]

Shame not many people responded to you Pete,

I think PN's support pages are well ahead many other ISP's and it's great you are continuing to make them better.

[Penny]

We've been working on a few new pages recently on topics which should be of interest to new customers.
... Ideally we'd end up with a nice, non-scary magazine-type beginners' section

Sounds like a brilliant idea.  Soooo sorry for the (very!) late response but life has been overwhelmingly challenging the last few weeks and I just haven't got here.

A designated area for 'beginners' would be ideal - maybe also incorporated in a PDF format into an e-mailed (and posted-out) 'welcome pack' sent automatically to new customers?  [so they have it immediately at their disposal, even if Internet connections go down due to equipment issues of the type the guide may help resolve]

... not sure that it should be solely under the 'Begginers' tag.  E.g.  The 'Basic troubleshooting and how to diagnose a fault' pages are equally valuable to a beginner and a long term (but non technical) user who would only use it infrequently?

Perhaps any 'beginner-designated' content could also be replicated within the existing DIY-help-area, so it's available to all customers just as-and-when required.

Regards,

Penny.