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I guess the site search results leaders currently are words like "banned", "disappeared", "dropped" and such cause there's a lot of repitition of some typical questions - especially at google news. They are perfect for new FAQs but i know, it's a lot of work to expand the FAQ section and people often don't read them at all ... ;-)
So what about
- making some quick links to saved sets (to reduce server load) of results for searches like "banned" or other searches for typical FAQ themes ...
- grouping of similar threads and links to these groups at the "New Discussion" submit page ... sure above the form - prominent ...
It's all about themeing - so if once set up, the theme groups could be expanded in the future by additional text to explain each faq theme.
What do ya think?
Each forum topic has there own library which covers alot of threads, and the Google forum have the Knowledge database also which is extremly usefull, but it seems like alot of people misses it, which is to bad.
I think some new people come in and don't really know how some of the previous threads relate to their situation. Others come in in a bit of a panic sometimes, thinking they've been banned and anxious for a quick answer.
It's really perfectly understandable for people new to search engines, they just don't know yet. And it always strikes me as remarkable how patient and kind most of the members are, being so welcoming and helpful to them. That's one of the things I love so much about our Google forum. There's a lot written academically about "community" but it really happens in that forum in "real life."
[edited by: Marcia at 10:38 am (utc) on Nov. 27, 2002]
things like infomation on site search, how to write a title, TOS URl Dropping, etc etc
DaveN
Most of the answers are here all ready it's just were to look that most people have the problem.
They see it has ask question get answer.
DaveN
There's a thread that consolidates all the necessary info about us, but that's not what the repetitious questions are about. And as I said, when people come to us in a panic, as a lot do, they want a quick answer NOW that relates to their situation.
My assessment is that a lot of people could use a basic guide for Google with links to the helpful spots from that. They'd probably still dash in and ask about what's troubling them, but that would give them a next step to take. My guess is that most of it is about Google, from what I've seen all along.
>>Most of the answers are here all ready it's just were to look that most people have the problem.
That's something under way as a project, it's already logically outlined, needing polishing off and digging out just a bit more to reference. Specifically, it's for the information that's basic that most newbies would need to know.
[edited by: Marcia at 10:55 am (utc) on Nov. 27, 2002]
I think that if a sticky was dropped most would read it. whether they digest it or not is another matter.
DaveN
>>It's all about themeing - so if once set up, the theme groups could be expanded in the future by additional text to explain each faq theme.
That's it, exactly. "Themed" into logical groupings.
A welcome stickymail IS a very good idea, in the same way as when you sign up for web-based mail you get a welcome with pertinent information. Knowing where everything is here, though, is one thing. Pointing to specific information is another.
DaveN
One possible solution I've seen used in other forums is to have a permanent locked "thread" that stays at the top of each topical forum which serves as a starting point for new visitors.This could be used as a welcome / faq / which then directs users to important links such as the forum charter, the forum specific library, and even highlight a few of that forum's "hall of fame" threads.
New members could be informed of this feature on the first page served after registering.
Also, a gentle "Please take a moment before posting to review the FAQ's, as your answer may already be in this forum's Knowledge Base." highlighted on the Post Message screen could potentially head off a great deal of the redundant queries.
Yes, Marcia, i mean especially the google news forum, allthough there are other repitions as well ... reciprocal linking as one example.
Sticky the most important stuff for newbies is a good way. However, i learn from my visitors and they don't read ANY advice or info concerning the usage of my sites. So, i fear, sticky won't do the job.
What i mean with themeing is giving also more and better structured food for search engines. And Google is great in grouping results by theme if the link structure of a indexed site is clearly themed. Could be a nice experiment, BTW.
>One of the problems is to figure how to add new ones as they
>come along without it ending up being a mess.
A quick way without any hassle could be: Do a site search for repeated keywords (p.e. "banned"). Save the results into a set that loads fast (Brett allway needs something to do, i guess ;)) and make it accessible through a link - at the TOP of the "New Post" form so people MUST read it.
Anyways, as Dave said, the chance of new users reading it is quite high. I think that is the most useful alternative.
Dante's idea with the locked threads seems a bit difficult to me. But then one of the first things I discovered was the recent posts button (BIG mistake, it's addictive ;)). The next thing was the search. I never used the forums index.
Also the idea with the note on the post message screen seems unpractical to me (sorry Dante, your idea again ;)). When you are in the process of writing a new post, you don't really see what is around the text field, except for the submit button. It took me ages to notice the style codes link.
And I'm not sure, but I guess the email is the alternative most easy to implement.
Just my 2p
Sinner
I only posted those suggestions to prompt further discussion, and to allow for the pros and cons of such ideas to come to light.
I appreciate your added perspectives.
Dante's idea with the locked threads seems a bit difficult to me.
Can you share a bit more on this?
But then one of the first things I discovered was the recent posts button (BIG mistake, it's addictive ). The next thing was the search. I never used the forums index.
Going through the recent posts feature relates to posting replies to existing threads. In general, many of the most redundant questions are from new members posting new threads, and you need to enter a particular forum first before you can post a new topic.
When you are in the process of writing a new post, you don't really see what is around the text field, except for the submit button. It took me ages to notice the style codes link.
Hence my suggestion of "highlighting" this message. It's easy enough from a usability standpoint to make something stand out without being obnoxious.
It could even be implemented so that it is only displayed when the member is new... and get dropped after a certain number of posts have been contributed.
Dante's idea with the locked threads seems a bit difficult to me.Can you share a bit more on this?
Well as I said, I never much looked at the forums themselves. Then the title of the locked thread qould have to be chosen very wisely, because most people will just have a quick look at it. So if it doesn't mention their problem/question directly, they will not open it. I guess most people first check the site search if they have a question. If there are no results (or too many), they go to the forums to create a new thread. But already on that stage, their mind is fixed on the question they have, so again don't notice anything but the new thread button.
The only way to make sure users check the locked threads first would be to make sure everybody knows what they are for. Which would be easiest in a sticky. So why have two steps (reading sticky and then reading locked thread) instead of one?
Hence my suggestion of "highlighting" this message.
Highlighting things and making them more visible was the idea behind banners, mostly the animated kind. With the result that every colourful, moving element on a serious web site is now ignored by web users who have been there a long time. Which I think applies to most people here, even new members.
And the style codes and posting guidelines links are highlighted too, since they are links. Too make it more obvious, the message would have to be bright red or something similar. Doesn't fit into Brett's colour scheme.
I guess most people first check the site search if they have a question.
Only the Admin has the definitive answer to that, but personally, I doubt it. From watching the forums it seems that most folks don't get into the habit of using the site search until other members have pointed them to it directly.
If the Admin wants to encourage the use of this feature with new users, including a live search box on page would certainly help.
The only way to make sure users check the locked threads first would be to make sure everybody knows what they are for. Which would be easiest in a sticky.
Actually, the only way to be certain that you are reaching every user is to present the information, on page, immediately upon registering.
So why have two steps (reading sticky and then reading locked thread) instead of one?
First, because it can often take some time before new users even discover what a sticky is, or how to make any use of them. If you go through the site search you'll find many new members who already have a few posts to their credit asking what they are and how to find 'em.
Second, because each forum can have it's own Knowledge Base. To try and address all of the FAQ's for every forum in a single message would be quite difficult.
Granted, even just covering the Top 5 most frequently repeated would be a step in the right direction provided they are immediately brought to a new user's attention.
If the sticky or email route was used, it could be to simply inform new members of the feature and encourage checking with it before posting new threads, rather than trying to answer all of the questions itself.
Then the title of the locked thread qould have to be chosen very wisely, because most people will just have a quick look at it.
The forums where I've seen this idea used effectively have the thread highlighted either with a unique icon or slight color variation... the title is usually something along the lines of:
"X" Topic Frequently Asked Questions
please check here before posting new queries
Too make it more obvious, the message would have to be bright red or something similar.
I disagree heartily, but will avoid expanding on this much further as it would lead the thread way off topic.
If you do any serious usability split-run testing it becomes amazingly clear how even subtle changes can dramatically change traffic flow patterns within a site.
I believe we all have faith that Brett would never do anything completely tasteless. (on the site at least) ;)
