Facebook revamps its help center (Update)

Oct 02, 2012 by Barbara Ortutay
This image provided by facebook shows the website's redesigned help center, developed to make it easier to navigate and find what you need help with on the site or its mobile applications. Though it's only fully accessible on Facebook's website, the new help center was designed to look and feel more like a mobile app, says Terry Guo, product manager at the Menlo Park, California-based social media company. ( AP Photo/Facebook)

(AP)—Facebook's redesigned help center aims to make it easier for users to navigate and find what they need help with on the site or its mobile applications.

Though it's only fully accessible on Facebook's website, the new help center is designed to look and feel more like a mobile app, said Terry Guo, product manager at the Menlo Park, California-based social media company.

Finding answers has also been streamlined so that what might have taken five clicks of a mouse on the old help center will now take three or fewer, Guo said.

Instead of loading individual Web pages for new topics, for example, topics and answers to questions slide in and out when you click on them, which is faster.

The new help center will appear on users' pages on Tuesday. Users will see large icons representing six main topics, such as privacy basics, reporting problems or learning more about Timeline, the new profile page on Facebook. For people looking for help with a specific problem, the help center's search feature scans more than 5,000 "frequently asked questions" to suggest answers on everything from reporting spam and changing a relationship status to managing public pages.

Facebook said it's also working on tailoring the help center to individuals. So if a user visits it without logging in to Facebook, he or she might see information about creating a new password. Eventually it'll add more scenarios.

In addition to the revamped help center, Facebook is rolling out its "support dashboard" to all users worldwide. Located in "account settings," this feature, launched in April, lets users check the status of pages, photos or posts they may have reported to the company as abusive, containing spam or for another reason.

Facebook first launched the help center in 2007, when it had just a fraction of its more than 955 million current users. Guo said that while many companies outsource their online help centers to outside providers, Facebook treats it as a product, with constant updates designed to make it better. So is it done?

"I don't think we are there yet," he said.

Explore further: Startups offer banking for smartphone users

More information: www.facebook.com/help

not rated yet
add to favorites email to friend print save as pdf

Related Stories

Facebook profiles to play up brand and band pages

Apr 19, 2010

(AP) -- Facebook is revamping users' profiles to emphasize the pages for bands, books and businesses that millions have become fans of on the world's largest online social network.

Recommended for you

Startups offer banking for smartphone users

Aug 30, 2014

The latest banks are small enough to fit in the palm of your hand. Startups, such as Moven and Simple, offer banking that's designed specifically for smartphones, enabling users to track their spending on the go. Some things ...

'SwaziLeaks' looks to shake up jet-setting monarchy

Aug 29, 2014

As WikiLeaks founder Julian Assange prepares to end a two-year forced stay at Ecuador's London embassy, he may take comfort in knowing he inspired resistance to secrecy in places as far away as Swaziland.

Ecuador heralds digital currency plans (Update)

Aug 29, 2014

Ecuador is planning to create what it calls the world's first digital currency issued by a central bank, which some analysts believe could be a first step toward abandoning the country's existing currency, ...

WEF unveils 'crowdsourcing' push on how to run the Web

Aug 28, 2014

The World Economic Forum unveiled a project on Thursday aimed at connecting governments, businesses, academia, technicians and civil society worldwide to brainstorm the best ways to govern the Internet.

User comments : 0