Help Buttons
John Howard
Pages that members see, but that are not managed by the community admin (e.g. the various tabs under the member and account settings) should have "Help" buttons. When you are a new client and you are loading hundreds of people onto the site, even you as the admin are not familiar with everything. Take for example the "Contact" tab. Most people are going to be unclear on the context of the various options, and as this is an HOA Express page, not a community page, I think the responsibility for providing clarity at this time when everyone is new falls squarely on HOA Ex. You have an excellent help system, but it's only open to admins as far as I can see.
Why not build help links in for regular users for those pages that don't belong to the community? And rather than just one whole-page "Help" button, each option should have one of those circle-around-a-question-mark help links so that people get help on the specific item, and don't have to hunt through reams of text to find the answer to their specific question.
We admins are busy enough explaining the pages we did build (and know). We could use a little help here! 😁
Log In
Denny Dido
We had copied the support pages related to using appropriate items / pages and put them into an FAQ page of our own to show screen clips. With the updates going through even those pages are out of date and I am making new ones. FAQ is good but Help IS better on the related pages
Meredith Owens
John Howard: The articles available in our help center are available for anyone to view, not just administrators. We've created an article specifically for members to help them become familiar with managing their accounts, which you're welcome to share! You can view that here: https://help.hoa-express.com/en/articles/2350863-about-your-account.
Also, our built-in pages, like the member/account settings pages, are both clear and follow industry standards. To help us gain a better idea about what could be improved, would you please provide us with specific examples of things that are unclear to your members?
Denny Dido
Meredith Owens: I sent you an email with a sample of account maintenance that we put into our FAQ / Help. In looking at the Support Help Center there are a LOT of topics on how to "run the website" (too technical for a resident) and not a reasonable direct link: too much digging and not particularly clear. Help for a member / resident would be more useful and appropriate on the page where the question is. Even our FAQ help is not associated with the place where the question is and the help is needed. We have not been able to reduce the "digging" by making a How Do I statement with a link to our help document. Industry standard design isn't the "handholding" help I think we're looking for.
Meredith Owens
Denny Dido: I'm afraid we didn't receive an email from you about this. Could you try resending that? Our email address is listed here: https://help.hoa-express.com/en/articles/2390052-contact-our-customer-success-team.