I'm working to help improve http://dropbox.com/help http://dropbox.com/help It is a lot more than a FAQ: it has a somewhat good search feature, and also direct

I'm working to help improve http://dropbox.com/help http://dropbox.com/help It is a lot more than a FAQ: it has a somewhat good search feature, and also directs users to an intro tour, the forums, and votebox (a place to request and discuss features). Improving it is a bit more complicated than just getting analytics around how many hits on /help end up searching, reading help articles, and maybe filing tickets. There is a lot more needed to understand which areas of the help center aren't getting enough prominence, which topics are just missing, and also how we could create some automated tools to help people find sources of problems. For example, if you are over quota, we should tell you that prominently on /help. Getting automated feedback on search results (clicks on help articles increasing their rank for a given query), and also from ticket responses (the article which would have answered the question needs higher rank for the original query) is a huge area of potential improvement, but both require a fair amount of work. The potential impact is actually huge: would we need to double the size of the support team if we double the userbase (yet again)? If you're interested in hearing more about this, and especially if you've like to help build these systems, shoot me an email: ivan@dropbox.com