CiviCRM Community Forums (archive)

Okay, I'm not sure if I'm posting this in the correct place, but this isn't a request for technical help, so maybe it does belong here.  This past summer, I created a Drupal/CiviCRM web site for a friend's non-profit and I'm still managing it.  Now, I did this for free to help her out and I'm still managing it for free as well, again to help her out (it doesn't take much of my time and I haven't had the time to write up a 'user guide' for her).  This is fine for me for now, but the issue is that she frequently gets emails from confused web site users/members who cannot figure out how to use the site.

To give you an example:  Her org hosts numerous events.  Registered users (paid members) are able to register for these events for free by logging into their accounts (I'm using a Drupal module that allows for automatic discounts in CiviEvent) and then registering on the event page while non-members who don't have accounts have to pay a fee to attend (which is collected via the event page and paypal).  On the email announcements for events, there are instructions telling people that if they are paid members, they should log into their accounts prior to registering.  Then, on the event page itself, these instructions are repeated (LOG INTO YOUR ACCOUNT FIRST TO REGISTER FOR FREE!) along with a link to the user log on page.  Plus, when new members join, they receive an email with instructions about registering for events.  Step #1 in these instructions?  LOG INTO YOUR ACCOUNT!

Now, to ME -- to my mind and sense of reason and common sense -- these instructions could not be any simpler.  LOG INTO YOUR ACCOUNT!! and then register if you are a paid member.  And yet every time there is a new event, she gets a slew of emails from confused members who are angry that, despite being members, they cannot register for free.  The reason they're having a problem?  They're NOT LOGGING INTO THEIR ACCOUNTS!  How is the web site supposed to know that Mary Smith is a member if Mary Smith doesn't log in?

So my friend is saying how we need to make the instructions clearer or whatever but I'm not sure how to make this process (Log into your account and then register for the event) any clearer and my patience is growing thin because I get the distinct feeling that people (web site users) would rather complain about being confused than read 2 lines of instructions and think for a moment.

This is an org for professional women, so presumably these are educated people who are computer literate and visit web sites on a regular basis.  The instructions are in NUMEROUS places and when someone logs into their account, they're immediately brought to a page with a list of upcoming events.  I don't see how this could be any easier or clearer.

So I am now PLEADING for advice from people here who have more experience administering web sites and dealing with "customer service":

1.  How can I make these instructions any clearer?  As it is right now, the instructions are (repeated many places around the site and in every email communication):  Paid Members may register for free.  Please LOG INTO YOUR ACCOUNT (text linked to log in page) before submitting your RSVP.

2.  Is this kind if problem common?  Or am I having trouble because the web site I designed is particularly hard to use and confusing?  I personally feel like it's no harder to use than any other web site where you need to log into your account before doing something.  On top of this, I get the feeling ... blame? ... from my friend whenever she gets emails from people confused by how to use the site.  So it makes me feel like maybe there IS something wrong with the site, even though to me it seems very clear and I test out everything before it's published (i.e. I test out event registration, profile creation, etc. to see that everything works as it should).

Help!  Thank youuu!

- Karen

I have similar issues with the school website though by now most of the parents seem to be trained and the support has come down significantly (or they dont tell me about it anymore!)

one suggestion: Also put the same instructions in strong text on the event info and registration pages that if they are members they should log in before filling out the form. This will hopefully tickle their memory banks

lobo

Hi,

Try sending the email with the checksum in the link for registration, should work and they won't need to register.

To make the process event smoother http://civicrm.org/blogs/xavier/ideal-workflow-your-events-registrations you know what you got to do for her

Beside that, that's super difficult to find the right way between not clear enough and obnoxious. Try putting the LOG IN FIRST message at the top of the registration form, see if it helps

One issue (on drupal) is that it doesn't redirect to the right page after a login (it erases the get params and therefore the id of the event), you end up with an error message or something not good. That one is running on my nerves and I don't know how to avoid it .

X+

Hi everyone -- thanks so much for the replies.  It's great to know that these kinds of complaints are sort of common all around and not unique to the site I designed, which is sort of the vibe of criticism I feel whenever the site has an issue.  I do believe this is at least in some part more a desire for little TLC as far as the site is concerned than genuinely confusion.

I'll keep your advice in mind and see what makes the most sense to make this process even simpler for the users and I'm definitely going to check out the workflow link for CiviEvents.

Thanks again!