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Changes to the points structure on Symantec Connect

Beginning June 1, 2014
Created: 23 May 2014 • Updated: 27 May 2014 • 51 comments • Page Views: 1541
LeslieMiller's picture
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Beginning June 1, 2014 we will no longer be awarding points for comments posted to the Symantec Connect site-- this includes comments on forum discussions, blogs, and any other kinds of content posted on Symantec Connect. (Comments have previously been awarded at the rate of 1 point per comment.) In addition, the number of points awarded for a verified solution to a forum discussion will increase from 35 points to 50 points. All other points for content will remain the same.

We believe that this creates an incentive for all Symantec Connect users to provide thoughtful, useful feedback on the site. In addition, this will help minimize any "comments for points" behaviors that may be occuring. 

As always, we thank you for your participation on the Connect community. 

 

 

Blog Author:
Leslie Miller is a community manager for the Inside Symantec community and the Vision User Conference community. She also manages the Symantec Connect Trusted Advisor program.

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.Brian's picture

A welcome change IMO

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

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SMLatCST's picture

Sounds good, I've always wondered why this wasn't done in place of the points for post votes (the Thumbs Up/Down, which I always believed also provided an incentive to post useful information)

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Chetan Savade's picture

I really think it's a good move to avoid malpractices, gambling etc.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

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CRZ's picture

I like this change!  I also wonder if it might be a good lead-in towards revisiting the practice of allowing thumbs up/down on comments - with or without points awarded. 

(Also, I wanted to get a point for this comment.)

(Just kidding.)


bit.ly/76LBN | APPLBN | 75LBN

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CraigV's picture

Good idea...hope this gets rid of the rubbish posts (I agree with CraigV! <--- really???), duplicate information etc.

Chris: I voted you up...you can't win the Internet today though.

THanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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lmosla's picture

I totally agree,  this is a good thing.  It will clean up posting usage, and stream line focus toward providing solutions for the customer.

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SymTerry's picture

Excellent change!

It may also promote more self marked solutions in the form of "thank you, that worked" though. While sometimes self marked solutions are valid and the real solution, It would be nice to have a secondary party approve of self solutions some how.

Also thumbs up/down on comments (without points awarded) would be awesome!

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LeslieMiller's picture

Thanks for the feedback Terry. Self-marked solutions do not accrue points. Only solutions marked by the original poster (if not the same as the solution author) or an admin/trusted advisor/technical support member earn points.

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Larry Fine's picture

Might there be any merit in knowing "who" marked a post as a solution?  Sometimes I see the weirdest things marked as solutions and I have no idea if the original poster did it or if it was an admin/trusted advisor/technical support member.  So maybe we don't need to call out the individual, but at least the "type" of person?

If you find this is a solution for the thread, please mark it as such.

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Larry Fine's picture

The lack of a voting system (specifically the lack of a thumbs down) continues to allow bad posts to flourish & linger, which just confuses readers later.

Unless this change was aimed at a small niche group of posters, i don't see this action doing much to reduce bad posts.

Maybe there was a cap needed (only up to X posts per day gets you points)?

I see it stopping some posters from writing good lengthy helpful answers, if they decide it isn't worth their time as they don't see it likely that they will get the big reward of getting the "solution" tag.

This seems like it fosters an all-or-nothing mentality.

If you find this is a solution for the thread, please mark it as such.

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LeslieMiller's picture

Larry, thanks for the feedback. Also, we have implemented the "split solution" option which allows more than one person to receive credit for the solution.

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CraigV's picture

Myself and pkh were badly abused by the vote system a couple of years ago. A guy who was caught out for cheating and reported, opened up a number of different accounts and proceeded to vote down a ton of our posts costing us points.

Hence voting was removed. I agree it should come back, but possibly only limited to admins, TAs and Symantec employees otherwise the abuse starts all over again!

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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Larry Fine's picture

I have mixed feeling about points for up votes and down votes.  A point for an upvote is certainly a nice reward for a good post.  A down vote usually means that somebody should re-check their post.  I wasn't aware of the system ever deducting points for a down vote, so I guess that was before my time.  I certainly can see how the points game can be played, but isn't that a risk to have an interactive system?

But the lack of a down vote means that many incorrect posts exist on the board and future readers of the thread will not have any clue that what they are reading isn't true.  How should those incorrect posts be dealt with?  They aren't offensive and I hate to see threads turn into off-topic debates and grudge matches.  Previously, a simple down vote was hopefully enough to make an alert reader think twice about what they read.

If you find this is a solution for the thread, please mark it as such.

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Igor Perevozchikov's picture

What about such forum threads, where author has found solution by himself or someone provided solution, but owner of this thread didn't set it as solved?

Otherwise, a lot of non-closed threads are shown as required attention from others, who may help to solve it but after opening it, they see that it is already solved.

Thanks,

IP.

  1. Don't forget that, first you can find an answer for your question in Knowledge base
  2. If answer solves your question, then please mark as solution to close a thread
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LeslieMiller's picture

Igor,

A community manager or trusted advisor can mark these solutions. If you run across these, you are welcome to send them to one of these people and they will verify the solution and mark it as such.

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CraigV's picture

So what was happening in the past was OP's were opening queries, and then finding (using the term loosely here) the solution themselves and marking them. Obviously this was abused and it was changed.

THanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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HighTower's picture

Igor,

I'm one of your Trusted Advisors for Endpoint Management.  If there are threads you want cleaned up or resolved just send me a PM and I'll take care of it.

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HighTower's picture

This is a great move, Leslie.  If it works then we'll definitely cut down on the noise.

Hopefully this paves the way for the voting ideas we talked about :)

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Marianne's picture

I would like to see thumbs up/down coming back. No points (plus or minus), just the ability to mark really bad posts down.

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links

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Advisor's picture

Nice move, indeed this will change behavior of people

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itcsge's picture

The ability to earn points certainly encourages participation which is great but then it encourages spam posts/chatter/whitenoise which is isn't quite so great and moveover makes it harder to see a solution to help fix your own issue etc...

whilst i like the idea and am in favour - for new users learning a new symantec product there will be no real chance of attaining a reward status as until you have the knowledge its hard to earn the 50 points as being the marked solution. does this make new users less likely to become part of the community, less likely to participate in user groups etc?

Netapp have quick a good system where you can rate their technotes and get entered into a draw to win prizes. without that incentive i just read the technotes for the support advice and never really bothered to comment/review or rate. perhaps the TN review option provides benefit to symantec and offers scope for all users to be rewarded for participating?

 

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John Santana's picture

Yeah, you are right.

But I'm sure that this is because of Symantec trying to save some money due to people too active posting comments in the forums.

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

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CraigV's picture

...really? Have you seen the spam that has filtered through when the TAs actively blocking this haven't been able to get it? Would you care about the Miami Dolphins vs. some other American football team?

Have you headed over to the BE forums where people post total rubbish at times? In the past week, I've seen comments agreeing with what I said 3 days before (actually happened today!), someone posting nonsense about an issue being experienced in the hope that CA's ARCserve issue was the same as the BE issue, and TNs that don't relate even closely to an issue.

The general consensus is that the +1s are fine to go. I don't like it to a point, but I don't have an issue with this being lost if it means the quality of posts improves as a result of that.

Maybe they save money, but at the end of the day let's not let the forums degenerate into cr@p.

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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kishorilal1986's picture

great to hear this

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SK's picture

I understand why this decision has been made; however, it does remove the awards from those that do add thoughtful/useful comments to posts, which may cause some to stop posting as there is no guarantee that their post will be marked as the solution.

Also, the newbs that may not have good Altiris product skills yet, but do have a wealth of knowledge in other areas that Altiris relies on (networking, IIS, SQL, etc) will be left out unless they hapen upon a post that is being caused by one of those areas and not the roduct itself.

Connect Etiquette: "Mark as Solution" those posts which resolve your problem, and give a thumbs up to useful comments, articles and downloads.

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TSE-JDavis's picture

Has your team considered any kind of quarterly rewards, such as most solutions? That would be kind of cool. It wouldn't have to be much of an award, maybe 50 or 100 points.

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PGP_Ben's picture

The problem with this is. Customers often ask questions. We respond. Then nobody actually goes back and marks the problem as solved.  Couldn't we send some kind of follow-up email to the person reporting the problem to ask them to check the solution and mark it?

If/when you consider your issue resolved, please click Mark As Solution on the most helpful response.

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CraigV's picture

Ben: You can already do this. Go to the OP's profile page and you have the option to send them a PM or email, depending on what they allow you to do. The minimum is a PM.

Do so, and if nobody has responded, send a PM to an Admin/TA to do so, provided it is a clear solution.

Thnaks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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Powershell_Guru's picture

Symantec,

 

I have to say that this is one of the cleanest forums that I participate in.  I don't really see the "rubbish" that everyone is referring to.  What I see are many Administrators, Engineers, and IT professionals, desperately trying to help eachother manage the SMP monster that is Altiris.   Do what you must to the point system but please know that not every comment is an attempt at an ill gotten gain.  Sometimes, our fellow admins are the only help that we have in this cold world and while our comments may not be grammatically correct or even semi-intelligent sometimes, rest assured that this is the result of many sleepless nights diagnosing faulty task servers or broken data class associations.

 

Thank you for your time and yes, I would love (and desperately need) a Symantec coffee cup! 

 

Feel free to email me for my mailing address

 

Paul G.

Volkswagen Group of America

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UFO's picture

As a longtime Connect greatful member I do welcome this change. Few years ago I got some complaints from Connect users who thought that I post comments just for points. Cancelling points for comments is definitely good move. It will clean out a lot of "1-2-3 words" meaningless posts.

Thank you for improving and keeping Connect alive. This is really vital resource of knowledge, experince exchange and almost real-time communication for Symantec solutions community.

STS: DLP

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CraigV's picture

...so as this comes to a close, I guess this will be my last (if not next to last!) last +1 comment! wink

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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AndrewB's picture

I welcome the change and while this is most definitely the cleanest forum I've ever participated in, I hope this change really does lead to less repetitive posts. As for the voting, I think it has its place, is helpful when sifting through solutions for information and I "vote" to bring it back.

Andy Becker | Authorized Symantec Consultant | Trace3 | Symantec National Partner | www.trace3.com

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Marianne's picture

It is 1 June already everywhere in the world and I am still getting +1 per comment.

Does this mean the 50 points per solution is not yet applied either?

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links

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.Brian's picture

Can confirm. Getting +1 for comments this morning as well.

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

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CraigV's picture

Yep, just saw that myself!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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TRaj's picture

hhmm.. Sounds great :) But points between 35 to 50. So how will that be considered ?

We are requesting you to mark the forums as Solution , so that is makes easier for the viewer to search and refer the posts with "Solutions"

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Marianne's picture

Not between 35 and 50. A solution will be worth 50 points (it was 35 up to now):

...the number of points awarded for a verified solution to a forum discussion will increase from 35 points to 50 points. 

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links

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Mark_Solutions's picture

I agree with CraigV - really!! - LOL - last chance maybe to get 1 point for a comment.

But on a serious note I think it is probably worth the change as there are a few serial posters that talk complete rubbish and sice removing the Thumbs UP / DOWN they get away with it.

I do think that the Tumbs UP / Down should come back - I know it has its issues but in general terms i think it worked well - as as long at the site uses an audit trail of some sort so that if we get the scripted thumbs down like last time it can be easily reversed then it should be OK.

I guess it did not happen over the weekend as it is still 1 point for a comment and 35 for a solution - guess the US will wake up and implement it all soon.

So my summary :

No points for comments yes

50 points for a solutionsyes

No thumbs Up / Down no

Keep up the good work Connect! smiley

Authorised Symantec Consultant

Don't forget to "Mark as Solution" if someones advice has solved your issue - and please bring back the Thumbs Up!!.

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3L3M3NT's picture

yes

Keep up the great work Connect members! Thanks for all the help thus far!

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.Brian's picture

Looks like no more +1 for comments...solutions still coming up as 35 points.

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

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Marianne's picture

I have seen the same.

+1's have stopped earlier today but Solutions still +35.

 

Points.JPG

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links

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LeslieMiller's picture

We are aware of this problem Marianne. There is a problem and the system won't accept this change. It is in "blocker" status, meaning that it is our developer's top task. 

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LeslieMiller's picture

This shoulod now be fixed. :D Let me know if you see any hiccups.

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Larry Fine's picture

Will points be adjusted for those of us that were given 35 instead of 50?

If you find this is a solution for the thread, please mark it as such.

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AndrewB's picture

solutions still coming in at 35 for me as of just now

Andy Becker | Authorized Symantec Consultant | Trace3 | Symantec National Partner | www.trace3.com

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Mithun Sanghavi's picture

Hello,

Nice move. Long awaited and much needed.!!!

Request you to please perform the necessary changes on https://www-secure.symantec.com/connect/points

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

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Marianne's picture

Forums seem to be relatively quiet since the weekend.
Maybe my imagination?

I am wondering about bogus/rubbish questions for the sole purpose of harvesting solutions...
Already seen such a 'solved' post in NetBackup forum...

Supporting Storage Foundation and VCS on Unix and Windows as well as NetBackup on Unix and Windows
Handy NBU Links

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.Brian's picture

Seen the same. SEP forum has been very quiet over the last two days....

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

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CraigV's picture

BE forums are OK. BE 2014 has just been released so we will see what the uptake of that is.

Thanks!

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

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Rob.Wilcox's picture

Same on the EV forums....

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