Hi Jenn and and Frank. Sorry, I only now saw your responses. The kind of issues we are facing are wide ranging. For example, tabs in widgets that are not what our users think they mean (i.e., Recent Users in the Group Membership widget means most recent user activity in the entire community, not the group) or getting a friend invitation email and directing the invitee not to where you can directly accept the invitation but to the profile. By themselves they are not that important but they add up to a number of issues that causes confusion.
The other thing we wrestle with on the Community management side is the fact that we customized our Telligent community. Now, we're doing an upgrade and we're being told by IT teams on both sides that any change (including minor messaging changes in email templates) are complex and could cause problems with the platform or future upgrade. As a result, we're not able to clear up confusion in email language for users.
I'd really be curious to know if most clients customize the platform or just use it out of the box? We use it for a public facing community (rather than internal or support community) and I'm finding the slightest thing we want to change for our users is being positioned as a potential risk to future upgrades and performance.
As a result, I'm looking to do things like add a Report a Bug widget in each group to allow users to report their confusion or problems they're having, creating more extensive FAQs and other content managed types of solutions.
Also, we're opening up the gate on our site but are still requiring authentication that's tied to our organization's database. Yet, I'm finding many of the new features are not available to us because of that (facebook/twitter authentication, RSS feeds by tag, etc.) Do other clients require authentication or are they mostly fully public?
Sorry for the long post. Just excited to hear from those who are on the side of championing their users :)