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Feedback on the New Message System


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293 comments

  • Avatar
    Ilene Springer

    Please bring back the old system!  There was nothing wrong with it.  The new one is confusing and deceptive.  Ilene

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    Eliaquim Sousa 易尚明 (Edited )

    I know I would not comment on this thread anymore, but one quick thing drew my attention. Now when we, students, book lessons, it's impossible to send to our prospective teachers a message with the lesson. Before, it was possible to send an introductory note to our future teachers so that they could know a bit more about our goals. In this way, we, teachers, could do more in that we would have an idea of what students expected; students sometimes failed to send us a message, and we, teachers, could make a decision as to whether we should accept, reject, or analyze a lesson request. Some people book lessons but never inform what they want, and at least we, teachers, knew that if they did not send a message it was because they did not want to, not that they couldn't do so. Now students and teachers don't have this option anymore. Why is that? If you make it difficult for people to send messages, people won't send messages, they won't communicate, and communication is the foundation of this language-learning-related website. Researchers measure users' response time to develop and design applications and websites. Please revise this feature and try to make it easier for us to communicate :-) We like you, but without talking with us, you guys let us down.

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    Ilene Springer

    易尚明--I absolutely agree with you!  Ilene

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    Andrew B

    Well said Eliaquim. It's just a shame that no one there is paying any attention to any of this. Italki have let us down big time.

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    Caroline L-B

    I used to have notifications when someone commented on one of my articles. I can't see that anymore.

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    Blanca

    Please bring back the old system! The new one is a mess and confusing.

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    Bianca

    So, now I'm getting emails that I have a message. When I click on the link, it takes me to the mess board - and I have to filter through all the junk in order to find the message...

    I'm sorry, but I can't help wondering if there are any real professionals at work here... It just screams BLUNDER

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    Kathleen B

    I really hope you guys are reading all this constructive feedback italki. It is now very confusing for me when I have more than one student using the same profile, which leads to multiple lesson requests from the same profile, because we are no longer able to send "Lesson comments" to one another. We need to be able to separate "Lesson comments" from messages. This allows me to go into the lesson details and read the comments to see who my student will be, rather then scrolling through multiple messages to find the comment on a lesson I have coming up. I also don't want to see that I have 50 unread messages when it simply means there is a new lesson update for my notifications, which is not a message! 

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    Elise

    Hello everyone, I find this new system very confusing. I already missed important messages and lesson requests. Also, I don't need to be reminded twice that my lesson is going to start. And if those reminders are all mixed up with everything else, Gosh... what a loss of time having to scroll up and down to see if I missed something important! Bring the old system back please, I think we all agree on that! Cheers

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    Dominic - डोमिनिक

    The new message system just isn´t working at all in my browser. I´m using a fairly recent version of google chrome. I cannot see any messages in my inbox, despite the fact that i get notified regularly about new messages via email. If at least the emails contained a copy of the messages I would have some way of reading them. I also cannot send messages to people any longer, when I hit the send button nothing happens at all. Looking at the comments above it seems like no one has anything good to say about the new messaging system, so please fix it.

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    Matt Englehart

    I think there are problems with the new messenger. Especially on mobile. Only about half the messages I send actually populate the chat log, and my friend is not getting the messages. However, checking chats on the web based messenger shows the full log. 

    Breakfix?

  • Avatar
    kazuyo nomura

    I booked a lesson.
    But the lesson did not start.
    what would I do?

     

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    FernandaR

    Report a problem with the lesson.

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    Caroline L-B

    Now I'm receiving notification every time someone comments here. Hell

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    Ma Mei

    I'm always worrying about whether my teachers get my message or not if I've sent messages to them, so I have to log on the website to check my messaging system. It's really irritating. 

    Even though so many complaints, I don't understand why Italki doesn't either change back to the previous version or optimize this new one. Is it because of the leading position in this market? 

     

  • Avatar
    Stephen

    The system as it stands is really quite bad... It seems you have removed features rather than adding or improving them. I don't use italki for paid lessons, so I can't comment on that, but I do not like the way the messaging system has essentially turned into a chat program. No longer can I resize my writing space, and now pressing enter sends the message immediately. In fact, even holding shift to create a line break doesn't work as it does in other chat programs. This makes drafting long messages frustrating to the point that I've resorted to typing them out in WordPad and pasting instead. I often send my friends corrections via the messaging system if we're not connected on another app, and it's just completely counter-intuitive to use for this purpose, which is bizarre, considering italki is a language-learning platform. It also now simply displays a red exclamation point if you try to send a message that's too long. No accompanying explanation is given and I had to figure out myself why my message wasn't sending.

    Email notifications also no longer inform me of who sent me a message. And if someone sends a message with their friend request, I can no longer read it after I accept the request. Why? 

    That all being said, there are a couple things I like. Having my conversations displayed on the left-hand side is convenient, and I do like that messaging now opens in a separate page, rather than a pop-up window that's easy to misclick out of. I'd just like the ability to resize the writing space restored, as well as the ability to create a line break without sending the message. Email notifications should still let me know who messaged me, and accepting friend requests should not delete the accompanying message.

  • Avatar
    Richard (Edited )

    Stephen

    You have raised a number of valid points.

    Unfortunately, with no response from italki to date, it appears that our best efforts and helpful, well-intentioned feedback, assessments, and advice are all falling on deaf ears. Quite disrespectful some would say.

    Creating a manual linebreak works when I press on SHIFT + ENTER (although I shouldn't have to do that and didn't have to do that with the old system).

    It does appear that italki has no intention of reinstating the old, satisfactory, properly-functioning system.
    Instead, they appear to be trying to develop workarounds for a substandard system, i.e., patch patches with more patches (if in fact they are actually even doing that).

    I've exhausted myself imploring italki to heed their members/customers advice.
    I'm sorry to report that I've given up trying to persuade the powers to be.
    And all I'm trying to do is to help italki avoid losing customers and revenue... unbelievable.

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    Teacher Jan

    Terrible. Now the notifications are mixed in with the messages, so it's easy to miss a student's message amongst the dozens of notifications.  And why do I need a notification telling me I left feedback immediately after I left feedback?  I waste more time clearing these useless notifications and there is no way to turn them off!

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    laogui

    Messages between teacher and student are indeed messages

     

    Notifications from italki are not messages.  Included in the messaging system, they are a distraction, have an extremely negative impact. they are a total PITA!  Please please please separate them.  I need to know about new requests, changes, cancellations but not by person, just need to be notified. Personal messages are personal and those I want to see separately. What GUI genius dreamt up this new message GUI?  Time for them to reconsider their career!

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    Carine

    Hi everyone.

    I emailed the help & support team twice regarding this living nightmare. I asked them WHEN they were planning to update this ridiculous new system and revert to the old one. They have been very elusive in both their replies, always stating "in the near future" while I was clearly expecting a date DD/MM/YYYY.

    This is the second of their replies:

    Hello Carine,

    Thanks for your reply.

    We are listening to feedback and making changes little by little. They will be released in the future.

    Please don't hesitate to contact us again if you have further questions.

    Thank you

    I believe they take so much time because while reading our feedback and supposedly taking it into account, they absolutely REFUSE to let go of their attempt to control us and our time. When you look carefully at this new system, it is specifically designed to FORCE US to check every single activity. It also FORCES US to log in the website all the time, for everything. Before that stupid update, you could see in your email notifications who was emailing you (name and profile of the user). Same thing with students, with an extra fantastic feature that allowed us to read the content of lesson messages in our emails, BEFORE logging in Italki. Now we have those vague notifications such as "You have new messages". We don't know who those messages are from, or what their nature and purpose are. It could be one of those "Hey babe, you wanna chat with me on Skype?" or a student asking to reschedule a lesson in 3 days. We can't tell unless we log in. The very purpose of that update is to force us to log in and to control us!

    Well, I don't like being forced to do anything. Take note, Italki Team! I'm sure I am not the only teacher getting tired of those control games. In fact, after a month of us begging you with no feedback from you, I plan on reducing my number of available hours by a fifth on Italki and start teaching on another language website. I'll remove 1 hour for every week you don't listen to us or at least acknowledge our concerns.

  • Avatar
    Richard

    Carine...

    I applaud you for your forthright condemnation of the response from italki as well as what appears to be their absolute refusal to accept and accommodate our wishes, our helpful feedback and advice, and finally decide to revert to the previous system. They are bound and determined to force this new system on us regardless of our unified objection to it. Your decision to reduce your activity and possibly seek an alternate site is both brave and commendable. This kind of response from italki members may be the only thing that italki takes seriously. I hope italki's actions do not cause you any financial hardship. 

    After more than 140 feedback comments, nothing has changed or improved.
    Makes one think we're wasting our time caring.

  • Avatar
    Carine

    ***Thank you, Richard!***

    Sadly, I believe they truly don't care. They know they are the leading language website, and it seems to me that they don't even care about losing teachers. For every teacher they might potentially lose, there are hundreds of applicants. I started teaching on Italki in 2015, and not only have I enjoyed my teaching experience with them, but I also really liked their fantastic customer service and their fast response in case of a problem.

    I don't know what happened in the management team this past year but this website is no longer one that is primarily focused on languages. It seems to me like profit at any cost is now their main goal. It looks like they want to become the next Mark Zuckerberg. Italki is clearly turning into a social media website. It first started with the added "Like" feature a few months ago. Now they have turned the messaging system into a chat room. What's next? The possibility for users to post photos and videos of themselves having lunch or sunbathing on the beach? It truly makes me wonder.

    That said, they clearly want to control every aspect of what us teachers do, and I can't stand it anymore. For example, at some point this year they no longer allowed teachers' introduction videos to be uploaded via YouTube. I do understand that not everyone in the world has access to YouTube. However, was it a good reason to outright make all YouTube introduction videos not visible on Italki website?

    I chose to be self-employed because I love the relative freedom of it and because I don't handle very well any stress placed upon me by other people. Stress is detrimental to health. And because that whole new messaging and notification system is increasingly stressful, I have no other choice but to reduce my time teaching on here and start teaching on other websites where something as simple as sending and receiving messages and lesson requests runs smoothly.

    I was not expecting from them to solve the problem the very next day after we all started to complain. However I was expecting a response from them in a timely manner.

    That's very sad what Italki has become. Three years ago, I picked Italki over another language website because everything was just perfect on all levels on here. Now I find the other website I quit 3 years much better than Italki. Italki is now choosing quantity over quality (for example, by attracting more users via those social media features), and that's a shame.

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    Stephen (Edited )

    Wow, I had no idea it was this bad for teachers until reading these comments. The baffling functionality and GUI changes are dreadful enough even for regular users.

    (Also, Richard, you are correct. Shift+enter does create a line break now. It must have been updated since I had tried before.)

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    Katja Levina

    You cannot enlarge the answer box and format your messages anymore. That's quite annoying. 

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    Kym

    First, I want to express my support and agreement with the overwhelming majority of feedback in this last month.  So, what's been the point of this thread? 

    This situation feels similar to the end of last year when many changes were made without prior notice. So, I've been preparing myself for another year end surprise. Still, after all this time there hasn't been any response from an italki representative.

    Maybe they were too busy creating this new italki website. Surprise!   

    https://support.italki.com/hc/en-us/articles/360014514473-Introducing-the-New-italki-Website-

     

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    Kym

    The 2nd sentence of this new italki website announcement. 

    "This is the first version of the new italki website, so YOUR FEEDBACK IS VERY IMPORTANT TO US during this period."

     

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    FernandaR

    The message system in the new site is the one we have been complaining about for a long time, so it doesn't look like our feedback is important.

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    Dave

    Where are the teacher settings on the new italki website?

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    Евгений (Edited )

    Another feature of the new system which starts getting on my nerves is that when you leave a feedback to students you get the notification in 'messages' (red round dot) which may indicate  a) that you have a new message b) that you've just left a feedback. My quesion is what's the use doing the 'b' option? I myself know that I've just left a feedback. Some may ask, so what is the problem? The problem is that now you have to click on EACH student, whom you sent a feedback, to take this red notification dot away. It's annoying. Now I sometimes do not really know whether I have a new mesage from a student or I've just left a feedback. It's confusuing. Once again, we love our site and want it to be the best. Thank you!  

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    Andrew B

    I'm constantly on at these people/robots to try and get answers, but getting nowhere. It's like they don't even care. Anyway, I got an update last night:

    "The product team let me know that the current notification system (doesn't show the sender's name) it just a temporary solution for the new message system, they are working on developing a more comprehensive notification system which will be implemented in a month or two along with the new website version release. The exact date I cannot guaranteer as I have no control of the product side." 

    Fantastic! So, basically, they're working on a new and even worse release! Unbelievable. I have replied back and have asked them how we, students and teachers, are supposed to manage the situation in the meantime. Yesterday, I had a student (who has multiple lessons) contact me to say that she couldn't do the lesson and wanted to reschedule. But WHICH lesson???!?! I wasted half a day clarifying it with my student and therefore potentially lost another booking. It's not good enough italki. We deserve acknowledgement and a solution on what we should be doing while we're waiting for the new dog-mess website. I have suggested that italki should at least be contacting everybody to apologise for what is happening, but they probably won't. They're not big enough to admit they have made a mistake. 

    Enjoy italki everybody, and Happy 2019...NOT! I'll keep you all updated if I hear anything else.

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