Forum Feedback

[Krusty13]

Hi Linda,

First off,  I have to say I do not speak Spanish,  so I hope the following examples explain where I am coming from.

http://community.norton.com/t5/Prefieres-espa%C3%B1ol-Do-you-prefer/zeroaccess-trojan-b-trojan-gen2-...

http://community.norton.com/t5/Prefieres-espa%C3%B1ol-Do-you-prefer/Otro-caso-de-trojan-patchep-sys/...

http://community.norton.com/t5/Prefieres-espa%C3%B1ol-Do-you-prefer/Trojan-Zeroaccess-B-y-Trojan-Pat...

I hope this helps.

Dave.

[Krusty13]

Linda/Tony,

One tag I have noticed is 'threat'.

I hope this helps.

Dave.

[Linda_M]

Hi Dave,

Thanks again for your observations; they are very helpful! We will investigate whether we are able to filter out those kind of messages. I'll post again once we have results on this.

Thanks so much,

Linda.

[huwyngr Norton Fighter]

Linda,

Maybe a sticky telling people that if they spot a message/thread dealing with removing a trojan not to add to it but to post a new message asking for help? And explaining why .... ?

[Jason_Rickard]

Thanks Krusty and Huwyngrr for the great suggestions!

We have reviewed the possibilitieswith Linda and the team and given how these posts are translated and posted and although your points are completely valid, it isn't feasible for use to pinpoint these types of posts specifically without doing it manually, which isn't scalabale.

One solution we discussed was to leverage tags as we could easily pull out the associated posts but as they are not tagged in a consistent fashion, this wouldn't have the desired effect.

If we tried to pull them by the content they contain, the number of false positives would mean a lot of valuable solutions would not be available to our Spanish speaking users.

The typical behavour for users of this section is to come into a specific post via a Google search on the subject and then deciding wether it is applicable to their issue. Users are not browsing this section as it behaves closer to a KB (since most of the discussion is stripped, leaving (hopefully) a question and a solution.

To the suggestion of some general guidance that is viewable in all threads in this specific section, i think that is a great idea and we are open to anything that improves the user experience or prevents confusion.

We will look at how something like that may be incorporated effectively.

Thanks again for the feedback!

Jason

Mgr, Product Management

Symantec

[Linda_M]

Hi Hugh,

a sticky is an excellent idea! We're working on it.

Keep up the good work.

Linda.

[huwyngr Norton Fighter]

You too ....

BTW While I have your attention....

Is the Spanish Forum here only for translations of posts or can Spanish language users be pointed to it to post? We had one the other day where I used google to translate (quite well) and tried to answer in Englsh but I've not seen the OP again.

[Linda_M]

Hi Hugh,

Thanks for pointing this out to us. At the moment, the Spanish board only includes translations and users can't post to it. The reason for this is that we're trying to find out whether machine translated content is useful here and what users think about it. However, there is a Spanish support team that can be contacted here :)

Linda

[huwyngr Norton Fighter]

Thanks Linda,

I thought was the situation but just wanted to make sure.

Thanks for the link .... which I guess a Spanish language user would reach via my boilerplate link:

To contact customer support Click on this link https://www.norton.com/chat   and work on from there.

once they say where they are?

[Linda_M]

Hi Hugh,

Yes you're absolutely right, once they specify the language, they get redirected to the Spanish chat support page.

Thanks,

Linda.