User Feedback Requested - Updating Help Content
3716 posts - United States - Joined I'd like to get some feedback from the community about what you'd like to see added/changed in the help center.
- What isn't covered that you think should be?
- Would you like more video tutorials?
- What have you had trouble finding information on?
- No issue is too big or too small - I really want to know what you think so I can make it better!
The entire help center is being redone to (A) bring it up to date with the new navigation, and (B) improve the user experience.
Vote Result
Score: 4.0, Votes: 1
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Poll
What is the scariest part of freelancing?
No work stability
48%
No health insurance and other benefits
20%
No colleagues to work with
5%
Not earning enough
21%
Other (please comment)
6%
Total votes: 825
doreenmartel
Hi! I think you provide extraordinary service to buyers and providers and I can say that from both sides of the equation!
I'd like to see some specifics addressed in the 'help'
A) Defining the %'s on tests! This in my opinion is huge for buyers and providers - the %'s shown in our profiles is not what it looks like!
B) For providers: Importance of good cover letter (not examples just stress this!!)
C) For Buyers: hiring people with 0 oDesk hours - asking for prior experience (and for providers how to equate/show prior experience)
For now those are the things that come immediately to mind. I can think of a billion things for Affiliates (setting up new) that I wish I had thought of before I did mine.
Thanks again for offering the best service and help available anywhere!
Doreen
jpittenger
Good points on all three of those, thank you. And I promise a whole new affiliates section is in the works, but it will probably be a few weeks.
In reference to (A) - Do you think it would help if it said 'Percentile' written out instead of just '%'?
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
doreenmartel
Good points on all three of those, thank you. And I promise a whole new affiliates section is in the works, but it will probably be a few weeks.
In reference to (A) - Do you think it would help if it said 'Percentile' written out instead of just '%'?
I think there is a lack of understanding on what those percentiles mean on both buyer/provider side. For instance 21% does not mean they scored 21% it means that they ranked above 21% of other providers. So either it needs to reflect the score (i.e. 90% on test) or it needs to specify what that 21% is (in some easy to find place) - I don't think buyers or providers read the help book all the way through.
Another thing that comes to mind: On the 'Payments' piece - this whole graphics thing is very messy - for instance I'm looking at mine tonight and I have 'available' 'pending' and then the dates in the listing are very confusing - they are not in numerical order -there's this hodge podge. Some sort of marking between 'new' weeks pay (for instance right now there are 2 weeks pay showing - clear it up so that they're separate) ... I know - with folks like me being critical who needs enemies
Doreen
Doreen
mmiguel 153 posts - Philippines - Joined Dec 27 2007
I've seen places where it says %ile and then maybe when a user mouses over these numbers/symbols or this section, a very short explanation is given as to what that means. Just a thought...
Thanks for all your hard work!
Margie
jpittenger
Anyone have any suggestions that aren't about the percentile issue?
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
gevans 12 posts - Canada - Joined Jan 23 2007
And change your primary help desk search engine to Google.
Users linking to the documents from other related documents will over time enable Google to provide relevant search results.
You could also form a similar system yourself by using private links (or DB relations) in documents to other related documents and indexing the links yourself and calculating the weight of documents on specific topics by the number of documents linking to them that contain the search term or match by query expansion.
The search results right now are completely useless. They seem to be only pages that are MATCH()ed AGAINST(your search) and in no particular order.
gbricker 1 post
Why are all my jobs I put in for are now rejected?
What did I do?????
gbaltazar 637 posts - Philippines - Joined Aug 16 2007
Wow! You've done great work! Congratulations!
I found one issue, and I believe that it is along the help pages. I cannot access the help system on some information about a workaround for buyers who have active provider assignments in oDesk.
Here how I encountered it:
I was wondering what is contained in that workaround. Thanks!
Gem
Gem
Which is the best method to withdraw funds out from oDesk? Philippine Payment Methods
jpittenger
Thank you so much for reporting the dead link. Permalinks aren't supposed to break - I'll have to see what I did! I'm investigating what that link was supposed to go to, but my first guess at the workaround is this:
Important Note: If you are currently a provider you will not be
able to create a Provider Company (so that can sell the services of
Affiliated Contractors) as long as you have active assignments. You
will either need to end the assignments and ask the buyers to rehire
you after you create the new Company, or wait a few weeks until we fix
this issue.
Jacqui Pittenger :: Forum Moderator
Are you oDesk Ready? Take the ORT today!
Need help? Visit the Help Center - http://www.odesk.com/help
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
edrain 5 posts - United States - Joined May 07 2008
I understand you have tests here both as a way of helping buyers choose qualified applicants and as a way for applicants to sell themselves. But I have to say, the whole test taking experience ought to have an eye toward not just taking a snap-shot of what you know at that moment. Rather you should shift the focus a bit toward helping people identify where they are weak on some things, and what they can do to get better.
Having a section of the PHP or Java test called something ambiguous like "Fundamentals" is no help if there is nothing on this site that defines what "Fundamentals" is, in the context of the test the person just took.
Soooooo.... how about re-tooling the tests so that not only do you have questions, and answers, but you also have standard reference materials listed and what section the question came from? It would be so much more meaningful to someone trying to pass the tests.... and would also help them prepare better for the tests. Wouldn't you rather have more people, who are well prepared, getting higher scores on the tests?
It seems to me, you would.
Ed
mbhagwat 2 posts
Hi, I have windows vista (home premium) on my system. I have downloaded the oDesk setup file and am trying to run/install it but am not successful.
error it prompts is that its a invalid win32 application.
pls guide....thanks
afragoso 2 posts - Brazil - Joined Apr 07 2008
I'm having this same problem, but I've always used odesk with windows vista and just today this problem started. Actually there was an update (like a version update) and the it just stopped working. Please, help!!
jpittenger
This is not the place to post problems with the software. Please start a new thread, or do a search and read some of the other threads users have posted asking for assistance with the oDesk client.
Jacqui Pittenger :: Forum Moderator
Are you oDesk Ready? Take the ORT today!
Need help? Visit the Help Center - http://www.odesk.com/help
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
mbhagwat 2 posts
Hi,
I initially had a odesk installation problem on my computer and had posted a comment on 6/13/08. Fortunately I could sort the problem myself but I did not get any assistance on the same from odesk.
I am still exploring odesk software i.e.its functions as a provider.
jpittenger
Sorry I missed your question last week Meera.
But this is not the place to post problems with the software. Please start a new thread, or do a search and read some of the other threads users have posted asking for assistance with the oDesk client. If you post in a random thread like this one, it is easy to miss your question.
Jacqui Pittenger :: Forum Moderator
Are you oDesk Ready? Take the ORT today!
Need help? Visit the Help Center - http://www.odesk.com/help
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
denright 1 post
I think it would be helpful to force rank the top FAQ's each week that are submitted by volume. Also, segment out overall FAQ's by area of concentration. Such as billing, project issues, etc.
animaranjan 1 post - India - Joined Sep 19 2008
I am newly registered to oDesk as provider. I wanted to know about the terms of agreement. It states that we have to pay to oDesk for maintenance of site. Well, I wanted to know whether we have to pay only after we are getting paid for our assignments and how much will be the payment (will it be per assignment or its on a regular basis) ??
jpittenger
If you are referring to this
The fees are paid every time a buyer submits a payment. 10% of all payments go to oDesk, the other 90% goes to the providers. So it's the buyer who pays the fee. When you apply to a job you'll enter your rate and the form automatically adds the fee on top to show you how much the buyer would be charged. Please see the oDesk Fees help page for more info.
Jacqui Pittenger :: Forum Moderator
Need help? Visit the Help Center - http://www.odesk.com/help :: Are you oDesk Ready? Take the ORT today!
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
rdupont 3 posts
How about adding a section with explanations of the cancelled or rejected jobs. I'm sure you guys have a full list of different explanations you give in certain situations, so how about including here in help a full list of what it means for each explanation.
That would be a great help for those of us who are really new to oDesk.
Thanks!
jpittenger
Good idea. I can do that
Jacqui Pittenger :: Forum Moderator
Need help? Visit the Help Center - http://www.odesk.com/help :: Are you oDesk Ready? Take the ORT today!
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
jpmoor 4 posts - United States - Joined Nov 24 2008
I read the comment on a search engine. I had just made a similar comment in the help forum. Add a search engine to the help forum to assist clients in finding previous references. this would cut their time in searching thru a year+ of comments and save you time answering questions over again.
I agree with the comment on test preparation improvements. I thought I read something about tutorials at some point in my introduction to oDesk, though I can't find that now (maybe I'm mistaken on that point), but I know I could have done much better with just a little preparation.
doreenmartel
You can search the forum: Go up to the top right hand side of the screen (I think it defaults to providers) use the drop down and switch to community and type in the search you're looking for!
For instance: If I type in "rates" in the search field (making sure that it's of course changed to "community" I get this result
Doreen
williamwhite 24 posts
Reading through some of the help files, I came across one of the provided links that is no longer active. It is located at the bottom of the page listed below in the following sentence.
Please refer to our Best Practices section for tips on how to work with the Buyer
Manage Your Work
http://www.odesk.com/help/help/provider/provider_after_hire
doreenmartel
Hi you might want to file a help ticket so they can fix it
Doreen
williamwhite 24 posts
Sorry, I caught this entry in the original post and assumed this type of issue was included in the request.
doreenmartel
<blushing> Go figure ..... It has been a long time since I read that piece LOL. Hopefully someone will catch it!
williamwhite 24 posts
It may be a while before I bother reading it again myself Doris. I see someone edited the original post and evidently, they're no longer interested in hearing about wrong or outdated material.
jpittenger
Thanks for reporting it. Here is just fine. We're actually working a completely brand new help center, but it'll take at least another month or two to get up.
---
Jacqui Pittenger :: Forum Moderator :: Need help? Visit the Help Center :: Submit a Help Ticket
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
williamwhite 24 posts
I ventured across one of the Help Topic pages on changing feedback that was somewhat outdated (graphic display of an older menu), and had intended to report it, but I found it was already included in your list.
In any event, could the thread that we're viewing now, possibly be pinned in the forum? It took a bit of time to locate it, when in my way of thinking, a topic such as this should be readily available.
I did , however, notice in the process of searching, that there is still a pinned topic announcing that Payoneer services will be disabled on January 4th. Thank goodness for that, I sure hate to miss that one. Oops, already have.
So, is there some good reason why a more current topic, designed for the functionality and betterment of the oDesk site, not be included in the pinned topics? I believe it would be likely to get more traffic than the one previously mentioned, at least it would if it were placed somewhere more accessible.
Just a thought,
Bill
doreenmartel
The "Help" portion of the Community should have this topic pinned in first place so when folks click on help they see this and know immediately what is being worked on.
There should also be one in Feedback for the rates issue that comes up time and again
Doreen
heathvideo 2 posts
I have spent 5 hours trying to figure out how to use oDesk. I can find no answer and I have been unable to find a simple contact us with your question. I don't want a forum I want answers. This product/system sounds very exciting, but 5 hours of frustration makes me think that it may not be worthwhile. If I have this much trouble when I finally get a client, I would surely loose them. I think your help assumes everyone knows as much about online protocol as you do. I'm a videographer,editor, not an IT professional. How about some simple instruction for those who just want access to jobs?
Wes Heath
Heath Video Services Ltd
Troy Mi.
586 924 1799
doreenmartel
Like a little frustration going on. Let's see if we can help.
First you don't really say what your problem is so it's almost impossible to help you.
There are video help files if that will help.
You have done a nice job setting up your profile. Don't forget to do the oDesk Readiness test so you can apply for jobs. This test contains links in each question that will take you to the right part of the help guide to answer the question. You have 40 minutes to take this test so there is no rush. Until you have taken the test you will be unable to apply for jobs.
oDesk tools are simple to use. Download the oDesk tool pack and set it up on your computer.
If there are other things we can help with please feel free to post another request or you can use the online chat help feature where oDesk staff (versus someone like me who lurks around the community) can help you directly.
Good luck! Doreen
jmanlunas 13 posts
Odesk can be likened to a new tool video [software] tool, you will need a couple of hours to learn how to use it. Five hours for a new provider is just like getting acquainted with the navigational menus on the page.
If you want to know more about your new tools, the HELP center actually has almost everything that you need. If you are really new, the first time you setup your account you were asked to provide as much info as possible. The account setup alone [if you did follow it] could have walked you through a couple of odesk information on how to start as provider. I have viewed your profile, it seems you have not provided much info as it is empty.
Start with that and you should be getting a lot of info. The menu on top that says "find provider & jobs" will guide you through your search. But, i suggest you complete your profile first.
It took me more than five hours to learn this tool when I was new, while it took me more than 400 solid hours of hands on to learn video editing.
lisacox 52 posts - United States - Joined Mar 09 2009
Recently someone asked a question here on the forum concerning the defintion and constraints of an "exclusive affiliate". The term rang warning bells and so I did a search. Help files seem to lead to dead ends and not point to the applicable sections.
Perhaps a more consistent or a more intuitive search engine would help. Or even a glossary of certain commonly used terms.
She got an official explanation of the term the next day from an oDesk employee who found it god only knows how.
jpittenger
Extensive new help content has been released recently. The remaining replacement pages will be added over the next few weeks. Then work on a glossary, additional content and tutorials will begin.
With the content side moving forward, it's the usability has come into question - so we're investigating ways to improve the help navigation and search to make finding the content you need much easier.
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Jacqui Pittenger :: Forum Moderator :: Visit the Help Center :: Contact Customer Support :: Read our blog
Jacqui - Forum Moderator | Help Center | oDesk blog | Contact Support | Vote on Ideas
rrangachari 1 post - India - Joined Dec 15 2007
I was not able to locate any method of submitting an additional file to a prospective buyer of my services. The buyer specified some additional information which had to be compiled and then sent. It would be useful if this facility could be provided. Thank you for your consideration, and good wishes.