On Monday, October 21, 2002, Allie C Martin wrote: A> I've followed this thread with interest and agree with the advantages A> a message board would offer. Take my experience with my Dell for A> instance.
There is also a very active, unofficial newsgroups that deals with Dell systems, proving only that different types of online help can each attract a crowd and do the job. A> Dell support uses a message board type system and the different A> support categories have their own message boards. I joined the one A> about video cards and displays since my problem was associated with A> this. I posted my message and used the feature where I would be A> notified by e-mail of any replies to my message being posted. I got A> good support and solved my problem. I left. Easy. A> I know that many newcomers and even veterans would benefit from such A> a system. Especially those who don't have the time to take on the A> regular list traffic. I agree with your implied point that it is the volume of traffic on the mailing list rather than the medium itself that discourages less "geeky" new users, as well as those seeking only occassional help. I run a health-related mailing list with a lot of subscribers, but a fairly low volume of messages - 20-30 a day. The subscribers could not be less geeky - many seem to have only recently gotten a computer. Yet, they are very comfortable with the mailing list and email, in general. A few people have attempted to set up Web forums covering our topic, for some of the same reasons cited in this thread, but none attracted much of a following, despite our advertising the forums on the mailing list. A> There is no official support staff from Ritlabs involved on this A> list. There's therefore no-one here specifically obligated or paid A> to support any subscribers here. It's therefore not surprising that A> we who tend to read all the list traffic, whether it be because A> we're moderators or because we enjoy the list and it's benefits, so A> much prefer the mailing list type setup. There's no doubt in my mind that email is the easiest interface for active participants, but I do believe the volume of messages to TBUDL has become a problem. The list is a victim of its own success. :) A> Now some of my arguments may seem selfish to some, but please A> consider that the more avid participants interests are also A> important. If they become uncomfortable with the interface, then A> they'll likely not offer as much support. With a complex client as A> TB!, you need as many really involved heads as you can, to provide A> effective support for everyone involved. By effective support, I mean A> timely, as well as technically sound support. I think the suggestion is have a Web board in addition to the mailing list, but I also think the advocates are underestimating the humanpower that running a good support board would need. I also run a Web board for unofficial support of a software program with a much larger group of users that TB. There is no shortage of people with questions, but competent and willing helpers are hard to come by. I have to invest much more time in nurturing active helpers for the Web board than I do for the mailing list, and it's my belief that this is, at least in part, due to the nature of the mediums. A> Perhaps TB!'s userbase has grown to the point where it could sustain A> both interfaces for support, in that one could have both a mailing A> list and a message board. Ideally, the interfaces could be blended. There are Web boards out there which allow for both email and Web interaction, but the email interface of affordable ones are still very klunky to use. Web interfaces for newsgroups are better, but the task is easier. A> In fact, no one is stopping anyone from starting their own message A> board. True, but advertising on the TB's Web site would almost certainly be needed, were it to serve the intended purpose. A> In fact, TBUDL and its derivatives were started in such a way with no A> involvement by Ritlabs. Be that as it may, I certainly don't oppose A> the view that Ritlabs should offer their own support service as well. A> A message board will likely work in that setting since there'll A> always be tech staff there to help. After all, they're paid to do so. Many software companies, especially small ones like RIT Labs, provide user-to-user Web boards these days, where people seem to fully understand that it is an unofficial means of obtaining support from other users. Were RIT Labs to attempt to support the board, help from other users would be next to nothing and it could well require full-time services of one or more paid staff to support the board. A> My concerns may very well be unfounded and heavily based on personal A> preference that may be more odd than typical, and the only way to A> find out is to test a message board by opening one. Yup. I'd like to suggest, though, that it might help new users if the mailing list's welcome message and the list's Web site contained prominent, step-by-step instructions for setting up a filter for the TBUDL. Some people get overwhelmed with hundreds of messages from the TBUDL piling up in their In Box. -- Paula The Bat! 1.61 (reg) Windows 98 4.10 Build 2222 ________________________________________________ Current version is 1.61 | "Using TBUDL" information: http://www.silverstones.com/thebat/TBUDLInfo.html
