2 ms·

> It makes me think that users believe finding the answer is our problem, not theirs. Their job is just to ask the question and expect a response. Frustrating.

> It makes me think that users believe finding the answer is our problem, not theirs. Their job is just to ask the question and expect a response. Frustrating. If you're selling a product, and you think that finding an answer is the user's problem, not yours, you will soon not be selling a product. If, however, you're talking about an open-source project, then I think you're baselessly assuming that users "expect" an answer. Users will ask for answers in the most convenient way (asking on discord) in hopes of getting a quick answer. This does NOT mean that they will not fall back to googling if that avenue fails.

lux 5y ago
You're totally right and of course we help away. Reducing the steps to be able to ask a question is also a better user experience, hence ditching the forum. Give users what they want, including timely responses. But the question still remains of how to maximize a user's ability to find answers on their own, for those who wish to do so. There are always gaps in documentation and I find a forum's ability to seek out past answers to similar questions way better than Discord's search, but it wasn't worth the friction. I think the ideal solution is a combo of continually improving documentation as common questions emerge and a "saved replies" feature. Users still get a human response, which feels good, but they have to wait less time for some replies. And questions that start reappearing drive the development of new tutorials, etc. Just found the Discord feature suggestion page for saved replies and voted :) https://support.discord.com/hc/en-us/community/posts/360048353692-Saved-replies https://support.discord.com/hc/en-us/community/posts/3600483...