Communication through forum posts in 2023: predicted target vs. realization?
First let me bring this up before Niantic make some questionable claims before end of this year:
Today, we’re responding to just over 40% of forum posts and in 2023 we’re aiming to increase this to 50% through things like these AMAs, challenges, increased engagement from our team in Explorer created posts, updates to bug reports, and @NianticTintino dedicating more time in the forums engaging with you all. We don’t want this forum to be an announcement board or a one-sided communication channel. Our goal isn’t for Niantic to be present in every thread, but to make this a place where you can safely and kindly express yourself.
They targeted that they'll aim to increase forum engagement to 50% but in reality does it feel like that they have met the quota (or keep within the targeted 50%)?
Let's start with forum appeals and abuse reports since they should give huge contributions to forum engagement. Based on my observations, I feel that Niantic would respond to them at their own will. Some appeals are responded in under a week. Some are responded almost immediately after being posted. Some are responded more than 1 months and sometimes users need to bump their posts so that Niantic would notice them. Sometimes they have took their action but not to respond to the appeal. The rest of them have been forgotten by them and likely to ignored without action for up to 1 year, with current record is up to 18-20 months. Why the difference treatment of each appeals? Did they found difficulties to review certain appeals i.e. if the user didn't provide enough evidence? Also one particular appeal posted since last month have been bumped several times yet there is no answer from the staffs. Was it hard to them to just tell, "your appeal is under our review, please wait" or "due to insufficient evidences etc. etc. etc.", when the users asked them?
Then, the AMA. We do have two AMAs this year—huh, wait. Is it just me or did we missed June AMA? Where did it go? Did they forgot to post it or did they already posted it at somewhere I can't find?
Then the forum engagement itself. They claimed that they don't need to present in every thread. But where are them when users need their presence at most? Then their tendencies to post new, controversial updates in Friday (see Abuse Ladder Policy for example). What are their reasoning to do that? Did they avoid being questioned by many users so they choose to post before they enjoy their weekend?
Meanwhile I have to admit that they did a better job in another form of forum engagement. They've hosted 3 Wayfarer challenges this year, listened to users' thoughts and did improvements in each challenges althought they need to do better about rewards distribution. Then about bug reports, they did a good job to post about FB login issues after many users have reported that althoughy they need to resolve it ASAP or even more users keep complaining for the same thing.
Anyone else have their thoughts?