Add Immediate Help functionality

KimSarabia commented 2 years ago

Description

Step 1: Provide examples first

Step 2: Implement style and logic

Step 3: Test

Stories

(Added by Ryan after team discussions)

As a cataloger or metadata expert I want to be able to report metadata errors that I encounter while browsing the site so that they can be see by CRL metadata staff who can correct them or comment on them

As a researcher I want to be able to report suggestions and pain points about navigation and UX that I encounter while browsing the site so that they can be see by CRL websystems staff who can track them for changes or comment on them

Acceptance Criteria

(Added by Ryan after team discussions)

Link to initiate a feedback submission is available site-wide
Submitters can designate a "type" for their feedback, differentiating between general feedback (features, navigation) and data corrections.
Submissions are routed to CRL staff email addresses that can be configured differently depending on the feedback "type" (exact addresses pending)
Submissions collect comment and contact info sufficient for CRL staff to follow-up with the user outside of the system (e.g.via email) after collecting a submission.
Submissions automatically record the page the user was on when initiating a submission for staff use
An email auto-responder is sent to submitter to confirm that their submission was processed.

Nice to haves that are not strict acceptance criteria (only worth exploring if some native support is already provided by VuFind)

In-system log of submissions for browsing and debugging

ryan-jacobs commented 2 years ago

Closing commit was linked incorrectly. Re-opening.

KimSarabia commented 2 years ago

Mockup of need help button: https://crldomain-my.sharepoint.com/:b:/g/personal/ksarabia_crl_edu/Ea6HQq-TO9dNn_9_TKn3ke4B6d4nrouvxTf15ErnuiRQzQ?e=FGr3df

@ryan-jacobs Did you want to take a quick first pass?

ryan-jacobs commented 2 years ago

This is great. Were you thinking about leveraging the built-in modal functionality along with perhaps the built-in form support (https://vufind.org/wiki/configuration:feedback).

I'm going to slide this up the priority list in the backlog, but I think we are still in a planning stage here.

ryan-jacobs commented 2 years ago

@nflorin - my understanding is that there is some talk about also having an easy way for patrons to report data issues with records they find on VuFind. Perhaps that need can also be addressed by some of the feedback processing ideas that are being discussed in this issue. For example, perhaps we can have a special issue category that flags a comment as a data-related request, and maybe even route the request in a special way based on that.

Anyway, these are just some quick thoughts, I mainly want to loop in Nate here for additional discussion.

ryan-jacobs commented 2 years ago

@KimSarabia, if we incorporate data feedback cases into this we may need something more than just a "?" symbol in the interface to pull up the submission workflow. We may need to be more verbose here, like "Issues/Feedback" or something like that. What do you think?

KimSarabia commented 2 years ago

@KimSarabia, if we incorporate data feedback cases into this we may need something more than just a "?" symbol in the interface to pull up the submission workflow. We may need to be more verbose here, like "Issues/Feedback" or something like that. What do you think?

Sure I can find some examples

KimSarabia commented 2 years ago

@nflorin

I've made a mockup of the feedback button.

We would like your feedback on how to make sure we can flag a comment as a data-related request, and route the request in a special way based on that.
This is not in the mockup, but would adding a dropdown option that says 'Data Issue' be enough?
Also, would adding logic that makes sure the comment goes directly to you be sufficient? How
Finally, how do you feel about the current dropdown options? Is there anything that can be removed or added?

cc: @ryan-jacobs

nflorin commented 2 years ago

@KimSarabia

"Data issue" would cover it, but I worry that it wouldn't necessarily make sense to a general user. I don't have a better suggestion. I looked at a couple of other catalogs, and I think the clearest such note I saw was "Report a problem or error from the catalog". That doesn't limit it to data, however. I think a single line in the dropdown is definitely enough, though.

About the categories in the dropdown, I think that "Question" would potentially cause the most problems. I suspect it would eventually be used for something like reference questions. If that's OK and we have someone to direct those to then that's fine. The other option would be to change it to "Questions about the web site and catalog" or something like that.

"Problem" and "Data issue" (or whatever we decide on) could wind up being redundant. We could fold the data issue line into "Problem", so long as whoever reads those responses knows where to forward them.

I'm guessing that ultimately the feedback shouldn't go to me. Many data issues would require going to the shelves, which means someone in the building is the best candidate. I don't know who that would be and suspect this is a question for Amy. For the moment you could just direct everything to me, assuming it could be changed once we decide who would be doing the work of fixing any issues.

KimSarabia commented 2 years ago

Additional Qs: Could we route different to inboxes? Could we have auto-replies?

Notes: Check if password reset is working.

ryan-jacobs commented 2 years ago

Additional Qs: Could we route different to inboxes? Could we have auto-replies?

@KimSarabia, I added some user stories and (draft) acceptance criteria to the OP that I think addresses this and also gives us a bit more structure to work with here.

@nflorin thanks for your thoughts. I think your notes can inform some of the text and presentation details.

It sounds like one very specific input we need is the email addresses to route submissions to. For general feedback I think websystems@crl.edu is still workable, but for the data one I'm not sure. It almost seems like we need a cataloging@crl.edu group or something like that.

KimSarabia commented 2 years ago

Update: Amy and I had a discussion, and we've decided the best triage solution is to add an additional link to the "Out of Order" notice that says "Need additional assistance?" and linking to an FAQ page that she will write content to. We will provide either Marie or Yoseline's email in the FAQ for "building-specific" needs. She had concerns that having a vague/general help button will require additional maintenance and responsibility for one of us that she would like to avoid, and that the About page already has a feedback link to systems that should be adequate.

Example:

Center-for-Research-Libraries / vufind