[guardian-dev] Fixing our User Support Site

[Bernard Tyers - ei8fdb]

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On 25 Apr 2013, at 20:07, Abel Luck wrote:

> So today I deleted over 30 or so spam questions from our Q&A site
> 
> https://guardianproject.info/questions/
> 
> This oft forgotten section of our site is a stackoverflow-style
> wordpress plugin that lets users ask questions and us to respond.
> 
> And unfortunately it sucks. The concept is super, but this specific
> implementation is no bueno.
> 
> Elucidation of alleged suckage:
> 
> 1. Fighting spam that gets posted is a full time job, one that doesn't pay
> 2. Guardian devs always forget to look at it and questions can go
> unnoticed for weeks!
> 
> Investigation of potential amelioration for alleged suckage:
> 
> 1. Looking into the plugin, there doesn't seem to be an easy way to
> prevent spam and retain the ease-of use. One reason this feature is so
> useful (or could be useful) is it's drive-by nature. A user can visit
> the site, and ask a question without having to register, sub to a
> mailing list, or navigate an issue tracker.
> 
> 2. Lack of any sort of notifications is the main reason we tend to
> forget it. There doesn't seem to be any way to get email notifications
> of new questions. There is an RSS feed, so perhaps we could plug the
> feed into a RSS -> email service and pump notifications to a mailing
> list so we all see them and can act on them.
> 
> If we can keep updates to the QA site in front of our noses, then
> collectively managing the spam won't be that big of a deal.
> 
> We could create a new mailing list to post such notifications. Blog
> comments could also be added to such a notification list.
> 
> Or we could investigate other user support options ala UserVoice,
> GetSatisfaction, a support ticketing system, or a traditional forum
> (phpBB anyone? *shudders*)
> 
> Thoughts?
> 

I really like the StackExchange interface and the whole SE network. Are these questions for devs to answer only, or can "other users" answer? Maybe have a widget right on the homepage for "recently asked questions?". Although that would draw attention to spammy questions too.

I like the idea of piping the questions into the dev list, but I guess they're not necessarily bugs? Or maybe a guardian-talk list, if it doesn't exist? Piping them into a mailing would allow some discussion of the question if it was something that warranted more in-depth answering.

Something like:

1. Questions -> Published to RSS feed -> Create new e-mail to guardian-questions@ list.

2. Question gets discussed if necessary.

2a. If question doesn't receive answer in X days, tickle follow-up e-mail is sent to mailing list "Question XYZ" has not had any answer. Please answer it.

3. Weekly/monthly rota for guardian devs/whoeever to answer (copy and paste mail list discussion outcome/give stock answer/reference previous question) questions.

IMO, please don't use UserVoice or GetSatisfaction: they are horrible and really confusing. I don't know what the hell goes on with them - how do they work?! I'd be less hateful of a traditional forum, but since the person wants to ask a question, I think the StackExchange interface works quite well.


Just a thought....

Bernard

- --------------------------------------
Bernard / bluboxthief / ei8fdb

IO91XM / www.ei8fdb.org

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