LJ Problems & Hostility

[sireesanwar]

So I'm probably not the only one hitting a snag every time they try to post. You are all probably seeing that there is not Text Editor and HTML Editor though the blank form you see is the HTML editor just so you know

Comments

[missfnb]

I don't hate all the improvements they've made to the comments, although I think they got a little carried away and in the case of removing subject lines and the preview button, they threw the baby out with the bathwater. From what I've seen, most people are so pissed off because, one, there was no real warning that the comment system would get such big changes, two, removing the subject line is not only pretty stupid (or at best completely unnecessary) but actually a massive headache for a lot of communities, and three, there were LJ staff members on Twitter whose response to (at the time) over 6000 overwhelmingly negative comments was basically "they'll get over it," not to mention a general lack of a real official response until the emails that were sent out yesterday. And the last time I checked the release post yesterday it had 122 pages of comments, most of which were clearly complaints.

This is a longer comment than I meant to leave, but basically what I'm saying is that this has escalated and created such hostility not just because of the changes themselves, but because in the eyes of a lot of people, this whole situation represented appalling customer service on LJ's part. I do think some people have overreacted a tad and this may end up being resolved satisfactorily, but I don't think it's just a simple case of people being whiny and hostile because they don't like change.

[sireesanwar]

There is truth in that though. They will get over it. I feel like some many computer users need instant gratification. Things change and therefore they should revolt but once they learn things won't be going back they grumble and move on. Now, should that LJ staffer say that on Twitter. NO. I hope they are at least reprimanded.

As for the subject. I didn't even notice until reading that at the news post. I almost never us it or the preview button. And should all these people turned their custom comments on they won't have to use the LJ format.

I do hope they return the subject but then we all know programers don't think like users. They need to do beta and let us give them feedback.

The thing is that the users don't go and state that they want the subject line back. Or that they need the preview button. They literally are screaming (all caps), ranting (LJ is stupid and ripping them off and they should not be paid users anymore) and being nasty in a lot of cases. The problem is that they don't know how to air their grievances without becoming hostile or overreacting.

Sure this isn't ideal. Tell LJ what needs to be fixed and wait for them to update it.

I know LJ is terrible with customer service. They don't understand the concept of beta testing. I like the improvement but if they'd had just 1 user mess around with it they would know what needs to be changed and would possibly have a lot less negative feedback. Cussing included.