I understand the below topic is closed after lot of deliberation about using private messages to admin (moderator)
The major drawbacks in using PM to communicate with admin(moderator) / admin (moderator) group for new users are
- Change in Trust Level System
- No transparency to other moderators / admins about the conversation
- No flexibility in control - it is all in or nothing kind of setting
But the actual problem is still there - it is important to make new users comfortable before they understand the community. There are always people who dont discover FAQ link or dont read the content in FAQ. They would love to have some user interaction before they do the right things. Anyone who is managing the community will understand this.
So I propose the following approach to address this problem.
Create a category called “newbie”.
Assign “Create only” permission for TL0 users
Assign “Create, Reply and See” permission for Admins / Moderators
Create Only Permission
- A user can only create a topic and
- A user can see / reply to topics created by him
- A user cannot see / reply to topics created by others
This is very similar to Lounge category created for TL3 & above. A community can create / delete lounge & newbie categories if required.
Advantages of this approach
- A new user feel comfortable in knowing there is a place to ask any noob questions without people judgment
- The workload of answering questions is shared among the admin / moderator groups or may be others we identify as community managers
- All newbie questions are visible to all admins / moderators / community managers at one place. We can identify if there is any pattern and create new FAQs and banners accordingly.
- No need to change the existing Trust level privileges or security controls. We can leverage the existing security infrastructure of categories.
- No new UI / UX changes.
- This is completely an optional step for a community. They can remove the category or change the minimum trust levels at any time.
- We can leverage the tags, subcategories features to organize the newbie questions as well.
- This small addition in category will also help in increasing the adoption of discourse in many other usecases like
- helpdesk for customers in SAAS / tech support in any organization
- talk to your CEO / ombudsman kind of scenarios for internal usage in orgs
- for personalized training / q & a among introvert / health related audience.
I believe this is technically less complex approach with more benefits
Please let me know your comments