Structuring an active support community migrating from Facebook

Yeah, that sounds about right. I’d suggest starting with just one off topic and one urgent channel, and see what happens.

Don’t forget each chat can also be turned into a thread so conversations that take off don’t necessarily disappear in the stream.

If this type of question and the conversation it generates is interesting for the long term, then it might be better to just have one off topic chat channel and have questions like this go into categories. This is how we treat the Bug category here. It’s watched closely.

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I would be very interested in hearing your plans for the migration. Did you already create a new topic for that?

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No not yet, I’m moving very slowly, the setup is nowhere near done, I’d be happy if I have something I can start onboarding a few people on by January or February! (But I’ll update here if things move surprisingly fast of course.)

at this stage one thing I’m really stuck with is what place we give the existing Facebook group in the new ecosystem where discourse is at the centre.

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No worries! It’s a lot to take on at first. Keep me posted on how you approach the migration, please.

In a much smaller Facebook group, we first privately invited users to test-drive the Discourse setup. That helped us fine tune a few of the settings and configuration.

Once we launched, we kept the two systems running in parallel for a few weeks. We made an extensive effort for anyone posting on Facebook to link to relevant topics and resources on the Discourse platform, thus driving more traffic.

After that initial period, we posted another pinned message with link to registration on Discourse, and some initial stats of the overall participation.

Then, another period had passed, and we made any new posts or replies on Facebook to be subject to moderator approval. We posted a pinned message that the FB group was in place only as an archive resource, and that all present conversations are taking place on the new platform, as well as where we’ve been posting a large cache of updated documentation and other resources. For us, that was a big driver for user switching platforms.

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I feel a bit wary of « chat support » environments.

Same. Chat might make some sense in a company environment, like for a social backchannel or “where to go for lunch today?” But in a support or community context where most folks are participating asynchronously, IMHO you’re right to be wary: offering chat for anything serious might set an expectation of instant response. It creates more channels for helpers to monitor, and requires overhead to moderate and to convert any chats that warrant preservation as topics.

You might have a use for chat strictly as an off-topic stream of banter – or you might consider launching without chat and see if a need arises naturally. It can be easier to hold something back than to take it away later if it does become a headache.

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I agree with the words of caution here about making chat available for support (and when I joined Discourse, chat was my primary focus!)

I think it works best for banter.

Another solid use case for chat is among members who have reached a higher level of trust. It can be helpful for the helpers to have a place to support each other, as they engage more openly with the rest of the community.

One variant of that is the community team itself – using chat among the admins and moderators to coordinate amongst each other.

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I’m definitely planning on starting with a soft launch, minimal Discourse setup, volunteer/hand-picked users. We might also start with migrating some types of activities that are problematic on Facebook: for example, our “beginners” group is bogged down by technical issues with Facebook. Everything that has to do with second-hand material or giving leftover insulin when a cat dies or goes into remission is also a problem. So those are good candidates to start drawing people in.

I am expecting to run the two in parallel for months rather than weeks. And yes, I’ve definitely been thinking along the lines of adding “friction” on the facebook side to make it more attractive to post on Discourse.

But the thing is I do not think it is a good strategy to aim to close down the group on Facebook. It’s big, active, very visible and highly ranked. So I need to figure out how to turn it into a gateway to the discourse community, without it competing with the Discourse community.

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yes, these are definitely our use cases over on Facebook. We have admin group chats (more than one, because the admin team is quite large and people were feeling overwhelmed, so it’s split up between “new members”, “moderation”, etc) and another one for active helpers, where they support each other and we “coach” them towards best practices.

I did end up having to create a secret facebook group for the admin team at some point, but it’s not being used much anymore.

If I had access to sub-groups on Facebook, I would definitely have wanted a “helpers” subgroup because I think there is value in having a space with more long-lasting content than in a chat. It’s also useful for discussion about “ongoing cases” which tends to get last in the mists of time in a busy chat.

Thanks!

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I think it’s fantastic that you’re working on this transition out in the open here on meta. So many others will benefit from your experience.

I really want you to be successful too - as you know, I really need to join your community myself if you let me because of the four cats in my household that I need your help with! :rofl: But I don’t ever want to have go back on facebook.

I think you are right though that you want to keep the facebook presence upright. If you are also present in other places you want to keep those active as well. Finding the balance is not going to be easy but it is possible.

Dave is reminding me that your helpers can be a big part of this. If enough of you are committed to hanging out every day on your Discourse site helping people and providing the things there that everyone needs, and you also are using only Discourse to communicate amongst yourselves, then your Discourse site will gain traction.

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Haha you know, just today I was thinking I should invite you to come and poke around if you wanted :sweat_smile:

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Yes! :100:

Stephanie - it could make a good case study later if you’re ever inclined to write it all up.

Also, once you start configuring your forum, I’d highly recommend keeping a chronological “dev log”. It could be as simple as a single text file. Make a dated note with some details & keywords whenever you enable a feature, adjust a setting, change a permission. It can be super useful down the road when you wonder “how did I make it do this..?

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Eeps, too late! But great idea! I already don’t know what I’ve changed and where :sob:

Isn’t there an automatic internal log of setting changes or something somewhere? :innocent:

I’m also not certain I’m doing things in the right order: the Discourse install is not at the right domain/subdomain right now, and if everything is going to break when we move it, maybe I should start by putting it on the right domain.

Which opens this can of worms: what subdomain name do I use, do I use a subdomain or put it on the main domain… :exploding_head:

There sure is! See Admin → Security → Logs and Screening
(or .../admin/logs/staff_action_logs)

Also check out the filter options there.

That log will remind you of what’s been done – but I like to have a record in my own words, including what I was thinking.

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Here’s where I’m at today: I’m wondering if I shouldn’t approach this differently than falling into my usual over-engineering and optimising everything trap. Why, will you ask? Because the more I dig through settings and the more I read here on Meta, the more I slide into cognitive overload and start despairing that I’ll ever find the time to sort all this out before… 2027 :sweat_smile:

So, I thought to myself, what would be another approach?

Another approach would be to start by pretty much copy-pasting the existing structure of the community on Facebook into Discourse, and go from there. One huge advantage I see that Discourse has is its flexibility: need a new category? Create it, and you can bulk-assign (correct me if I’m not mistaken) a heap of posts that should have been in it, had it previously existed. Subcategory should be top-level? Move it. Tag should be category? Convert, or if that’s not possible, create a new category and I’m sure you can bulk-assign said topics to it. Want to add a template to keep people in line in a given category? do it.

When I created the community on Facebook, I was already very much familiar with Facebook group functionalities (and they are much less extensive than Discourse’s). So, I was able to set up the group pretty well before the first members showed up.

Here, I have a potential pool of active members ready to set foot through the door, but I’m not familiar enough with the platform and its possibilities to really prepare everything the way I’d like to before “launch” (even if it’s a soft one), at least not within a timeframe that feels reasonable and with the energy I have available.

I have bounced ideas around in my head enough that I have a variety of possible scenarios available. I know I’m good at reacting to what I see playing out before me, and it’s much easier from an energy perspective (hi, ADHD) than trying to plan everything out ahead. Discourse comes pre-set with a lot of good things, so maybe I should start out extending some trust to the way it comes out of the box, knowing that of course there will be confusion but that I will not be alone in this, as there is already a community, part of which will certainly step up to be pioneers in this migration.

And as I’ve already spent a lot of time looking through functionalities, identifying decisions that need to be made, playing with category ideas, evaluating what should go in channels or topics, maybe once some real activity starts the path to take will become clear.

Has anybody taken this approach to migrate an existing community?

If I went this way, here’s what I’d start with:

  • Welcome/Beginners category, for new members, orientation, basic questions: this would be a “translation” of our Beginners Facebook group, and it would also take care of all the “welcoming” and “orienting” we do in the main group.
  • Support for FD: this would replicate our main facebook group, where pretty much all the activity is
  • Veterinarians: replica of the vet group, though I think this would be the last to migrate, as the vet group on Facebook is perfectly viable (but as more vets join on Discourse, it will be good to have the space ready for them.

I’d start with things set up pretty liberally, particularly when it comes to tagging – try to encourage users to tag topics. I’ve already identified a collection of tags that will be useful for us to structure the community as it grows in Discourse, so we’d start by making those available and see what else shows up organically.

As time sees fit, we can start creating sub-categories in the main category (for grief support, for second-hand material, etc) – and with time, we’ll see which ones make sense and if any need to be promoted to proper categories at some point. Ideas for giving us more control over the “member journey”, like the Cat Files or prerequisites for asking for dosing advice can be introduced later.

Messenger backchannels can be replicated as is in Discourse, and we can “test” creating associated categories or group messaging live.

It’s funny, because the whole of the community that exists today grew like that. I started with something basic, a few rules, and as it evolved and grew, we introduced things.

So maybe this is also the way to go ahead with this migration.

I’d appreciate your thoughts, insights, experience on this “Dark Night of the Admin” moment :face_with_peeking_eye:

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For most folks a subdomain is advised. You might want to reserve your main domain for a landing page that has some introductory material and links to the forum, to your FB page, etc.

As Discobot puts it:

Discourse can be installed on a main domain (e.g., example.com ) or a subdomain (e.g., forum.example.com ). While the official installation guides recommend using a subdomain for clarity and separation, it is possible to run Discourse directly on the main domain. Many users have successfully deployed Discourse on the main domain, though some face issues like SSL configuration, email delivery, or DNS setup.

Common subdomains include ‘forum’, ‘support’, ‘community’ – and sometimes ‘ask’.

the main domain actually already exists: https://diabete-felin.com – a blog and static content replicating some of our documentation, but my plan is to integrate the documentation into Discourse. This is what’s tempting me to put Discourse on the main domain, provided I can display something blog-like on the main page for logged and unlogged users alike. But it’s not quite clear in my head.

As we’re francophones with a strong Facebook bias, it changes the lexical field. I did a survey and this is what came up, but I’m still going back-and-forth with the idea of using the main domain. Perhaps I should try setting up a “blog” category and styling it to see if I can produce something that ressembles my “blurry vision” of what the landing page should look like.

I’m wondering if I shouldn’t approach this differently than falling into my usual over-engineering and optimising everything trap…

You may be onto something here :wink:

Has anybody taken [a gradual organic] approach to migrate an existing community?

Yes, I migrated from a janky Wordpress forum by duplicating its structure and taking things from there. Discourse would be a lot to take in all at once, but building it up gradually has been quite doable and fun.

how long ago was it? has the structure and organisation of the community evolved over time, then? would you mind sharing an example or two? :hugs:

There are several topics here around creating a custom home/landing page, but some approaches are pretty technical. If you want to go that route the most accessible options may be Discourse-home-page Plugin or Landing Pages Plugin.

But if you keep the main domain separate you’ll always have total flexibility in what you put there. (I chose a landing page with carrd.co that I can style and modify to my heart’s content.)

Sure! It’s been a couple years now. At the risk of self-promotion… forum.TASAT.org started on Wordpress with some intro material and two categories of science-fiction Q&A: “Challenges” and “Wild Speculations.” I migrated those and their existing content, then tagged topics appropriately.

Right away I created a Group & a private category for myself and a couple of dummy accounts to experiment with. (One TL1 user & one moderator, to experience those views.)

Once comfortable with the basics, I opened the doors. Some developments since:

  • I soon saw a need for a catchall, non-Q&A category, and added Observation Deck.
  • I created an “Advisory Council” Group for a few passionate initial users, and gave that Group a private category to help brainstorm strategy.
  • One idea resulted in adding a Reviews category.
  • A DevLog category is visible to TL1 users. Nobody looks at this - but writing things out as if someone might look forces me to document changes clearly.
  • I’ve gradually added some plugins like Gamification, and theme components like Category Headers, Unanswered Filter, and User Card Directory.
  • I continue to watch new topics and add tags if users don’t, creating new tags as needed.

Everything Discourse-wise has gone extremely well. The bigger challenge has been widening the audience. Sounds like you won’t have that problem :grinning_cat:

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