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Kudos1 Stats

New Community platform testing opportunity

Hi everyone,

In the next few months, we will be moving to a different software platform for the Norton Community. I have no doubt when we make the swtich, you will notice the difference. We're working to minimize the impact to our forum members for this transition, and we need your help to accomplish that goal.

We need your help testing our new forum software. You don't need to have any experience with Norton software at all, or any software for that matter. We're interested in your impressions of the forum, and if you found it difficult or easy to use. We're not just looking for experience Norton Forum users, or experiences forum users at all. We're looking for anyone willing to help us test out the new forum, and we welcome everyone.

If you're interested, please send me a Private Message with the subject "New Community Testing" and I'll give you all the information you need to begin testing. Thanks!

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

Replies

Kudos0

Re: New Community platform testing opportunity

I'm serious. Help us test!

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos2 Stats

Re: New Community platform testing opportunity

We can't be a crowd/mob with only a few testers. The new system needs to be stressed - REALLY!

Join the fun. <- slightly evil grin

Dick Win 10x64 current current NSBU
Kudos0

Re: New Community platform testing opportunity

Hope we can have fun in putting the new forum in fire and air.:P :D
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: New Community platform testing opportunity


Nikhil_CV wrote:
Hope we can have fun in putting the new forum in fire and air.:P :D

Spoilsport, I am trying to sink it

Dick Win 10x64 current current NSBU
Kudos0

Re: New Community platform testing opportunity

Hello

I missed the time I think when the testing began while I was in the hospital and then rehab. I would like to see what this new platform looks like. Would I be able to take a look at it?

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: New Community platform testing opportunity


floplot wrote:

Hello

I missed the time I think when the testing began while I was in the hospital and then rehab. I would like to see what this new platform looks like. Would I be able to take a look at it?


In case he does not pop in here to read your post it might be best to send Tony a PM with the title "New Community Testing", as requested in his first post.  I'm sure there is lots more testing still to be done.  

Mike
Kudos1 Stats

Re: New Community platform testing opportunity

Tony - A couple of questions, if you please...

From your initial post:

"New Community platform testing opportunity

Posted: 11-Aug-2014 | 12:17PM

Hi everyone,

In the next few months, we will be moving to a different software platform for the Norton Community. I have no doubt when we make the swtich, you will notice the difference. We're working to minimize the impact to our forum members for this transition, and we need your help to accomplish that goal..."

Next few months?

In retrospect, do you feel that the 36 day period from your initial "awareness post" to actual launch was indeed an adequate testing period, especially with all the issues in evidence seemingly to the contrary?

Also, aside from all the other issues being reported, should we also assume that the "current level of new forum response performance" (i.e.: long pregnant pauses when clicking on links, etc.) will be "the new normal", so should be expected as such?

Kind regards,

John

Kudos3 Stats

Re: New Community platform testing opportunity

Hi John,

In retrospect, I wish I could have all the time and resources and money and testers to make the community 100% perfect at launch, and have everyone love it and then I am whisked away to a tropical island in celebration of said perfection . But we don't, and I certainly didn't. Before the day I posted about testing, we didn't have enough of the community functional to test. In fact, the testers encountered a lot of unfinished areas of the community when they began testing. We live in the real world with real deadlines and budgets. And yes, problems happen. And while I get that your question is somewhat rhetorical - implying from the question itself that "of course it wasn't enough time" - it lacks the insight into how things actually work.

As to performance, it's something we are actively improving every day. I spend all day here; performance is as annoying to me as it is to you - probably more-so. But I know our developers, and I know they're working hard on our high-priority issues. They care about the community running like you want it to run. And so do I.

I hope that clarifies things a bit for you. I'm sorry if I got ranty or rambly - I'm operating on little sleep and much coffee. I'm confident that things will get sorted soon, and you'll forget all the woes of this rocky start. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: New Community platform testing opportunity

Tony -

A Sincere Thanks for taking the time to respond - I wish others could more easily see your explanation since I'm certain it would go a long way toward alleviating (certainly lessening) current hard-felt frustrations. 

Thanks again!

John

Kudos1 Stats

Re: New Community platform testing opportunity

Hi John,

You're very welcome. Thank you for keeping us honest. The sorting issue should be resolved shortly, so we can get back to seeing the newest threads AND newest comments at the top.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: New Community platform testing opportunity

Thanks Tony!

Kudos0

Re: New Community platform testing opportunity

Tony:

"We live in the real world with real deadlines and budgets."

Yes we do ... but the new forum was not (and still is not) ready for prime time.

Someone should have told their management that the deadline needed to be slipped .... rather than meeting the deadline and dumping this disaster onto us customers and sorting the bugs out in real-time (i.e, thread lists sorted by creation date and threads with what appear to be posts sorted randomly are but two examples of "not ready for prime time").

Shame!

Kudos0

Re: New Community platform testing opportunity

Caution!  You'll find yourself busted to "buck private" too... 

Kudos0

Re: New Community platform testing opportunity

Yes, I am familiar with the story of the Emperor's New Clothes !

Kudos6 Stats

Re: New Community platform testing opportunity

Hi geek47, I'll reply to this thread, though you've posted similar messages up and down the Forum Feedback board which have a similar tone. I get that you're upset about a lot of things, the changes to the forum and the problems being the latest. But let's keep some perspective here. I'm not ignoring problems that people are reporting, just the opposite. Our dev team is working to fix them day-by-day. Through the feedback on the community, I can see which customer-facing issues are the biggest, and have prioritized those highest.

Someone should have told their management that the deadline needed to be slipped

...is an example of not living in the real world. It's not management that decides that deadlines can be slipped. Deadlines often deal with contracts and hard dates - and a faceless "Management" can't do any more to extend the deadline than you can. So your option here is shut down the forums until these few issues are completed? I find that to be unacceptable.

We could not have delayed the release any more than we did. We could not have worked harder or faster than we did. We absolutely could have had more tester volunteers, and perhaps those people could have spotted these issues before we launched. But I can't force people to test, and I appreciate the dedicated few who were willing to help instead of criticize. Our forum testers did a great job considering the tight schedule and the number of issues they found prior to launch. And they continue to contact me about issues they find. I value their input, as I do anyone else who is interested in providing constructive criticism.

Be mindful that we are people; the ones who create this community, the ones who test it, the ones who post to it. I'm not a robot corporate drone, I'm just a person who enjoys his job and works hard. While I appreciate that things are difficult for you on the community in its current state, I hope you can appreciate that we are ALL working hard to resolve these issues for you. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: New Community platform testing opportunity

Tony,

I appreciate you taking the time to post a reply. Thank you!

First, let me say that I am sure that you, personally, are doing everything you can to deal with the problems and to get the issues resolved as quickly as possible. I suspect the recent events have cause you to endure long days and sleepless nights.

But your post does bring up some questions ...


>We absolutely could have had more tester volunteers ...

Does that mean that Symantec (with $1.735 Billion 1Q15 revenue) relied solely on volunteer customers, and did not have any in-house employees who were responsible for for testing the new forums before roll-out? Why would Symantec take the risk of solely using customer volunteers whom, as you noted, cannot be forced to test?

>It's not management that decides that deadlines can be slipped. Deadlines often deal with contracts and hard dates - and a faceless "Management" can't do any more to extend the deadline than you can.

Of course once a contract is signed, its dates may not be movable (unless the contract allows for it). But management is responsible for reading and approving contracts, including the dates contained therein ... and before signing, shouldn't management review the contract's terms and conditions, including deadlines, to insure that they are reasonable?

If Symantec found itself locked into a contract with unrealistic, but unmovable dates, had a tight schedule for testing and relied solely on volunteers to test, and thus had to roll-out the new forums before they were ready for prime time, then who (if not management) is responsible for that untenable situation?


At this point, there is noting that can be done to correct past mistakes, and (as you said) Symantec's developers are working to fix the reported problems. Symantec's loyal customers did not deserve to be put into this situation. Your post is probably the closest thing to an apology that we customers will get from Symantec.

Kudos0

Re: New Community platform testing opportunity

Hi geek47.

Not sure if Tony will have time to respond to your follow up so I will just add a personal view on two of the points you raise.

1 - the issue of only user testers - I was one of those testers, and I noticed a lot of changes in the forums before we went live.  I also have to admit that I did not spot all the issues that have subsequently hit.  However my point is that while I believe they did have in house testers these are not the people who use the forum on a day to day basis and who have strong views about how they should work.  So I think there was a place for both in house and user testing, and maybe we could have done with some more user testers.  I think it was this last point that Tony was making.

2- contracts - they have start dates and end dates and sometimes the end dates are a long way ahead when you sign, but they get ever closer and you remain bound by them.  Maybe Tony was hit by a contract running out, rather than a new one being signed.  Not sure, but just a thought...

Now I will leave you and Tony to continue your dialogue if you wish.

Mike
Kudos0

Re: New Community platform testing opportunity

Nope, Andmike, you said it well. I've written all that I wanted. I'd much prefer fixing the problems now.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: New Community platform testing opportunity

geek47,

I did not want to reiterate some things that Tony said, but looking through the various forums your posts appear often, and I must say that in addition to your criticism on anything, there is not much else that could help to make progress on this community, as well as for the Norton products.
It was so even with the previous platform, unfortunately.

I don't think is the right way to solve problems.

Sandro
Kudos0

Re: New Community platform testing opportunity

Sandro,

Are you saying that because I am not an expert in Symantec's products, and have not recently posted any solutions to product questions asked by others, that you feel I should not be posting here?

I have the highest respect for those customers here who are experts in various aspects of Symantec's products and volunteer their time to help others. I just did not realize that those (like me) who are here to learn about how to get the most from Symantec's products, and have not recently posted solutions, are unwelcome when/if we post something critical of Symantec.

Best in class companies often use a "post mortem" process to analyze a failure. Criticism is taken and used to help improve the process for "next time". For example, Tony's initial post in this thread on August 11, 2014 (asking for volunteers to help text the new forum's software) started with this: "In the next few months, we will be moving to a different software platform for the Norton Community." However, approximately 5 weeks after that post, the new forum was rolled out. Something changed after August 11 (when the new forum was to be rolled out in "the next few months") that shortened the expected testing window to 5 weeks (which obviously was not enough time). Hopefully, Symantec will do a "post mortem" analysis of the forum roll-out project and will address the cause of the shortened testing window ... so that the next major upgrade to these forums will have more testing time allocated (which would be of benefit to all those who use these forums).

If my mentioning the above is grounds for expulsion from these forums .... so be it.   

Kudos0

Re: New Community platform testing opportunity

No geek47, you are always welcome here and you have the same rights that we all have, both to help, suggest or even criticize.
The fact that we do not endorse or criticize about the work that has been done with the new platform of the Norton Community and the new Norton products can still help until these criticisms and complaints remain within the bounds of propriety that I got to enjoy during the many years that I have been using Norton products as well as this Community.

It would be enough to avoid offending, insulting and use harsh words like "SHAME" or whatever..., so that this Forum will continue to be the best as it always has been.

Bug still unsolved go away, day by day. I believe it's in the interest of Symantec and all us.

Sandro

Sandro