elvan wrote:
I think the concern is that if someone does not see the date of the original post and they write a long and heartfelt response to someone no one knows...that they might be waiting for a response that never comes. We all want to help people and we also all know that there are a lot of older blogs that offered great comfort to US...well at least to ME. I think sharing them by putting a bookmark in a person's blog is a good idea.
Ellen
Definitely understand your concern there. Having worked in online support communities for so long I've come to understand that in many communities, a response from the original author is not always guaranteed. This community is really fortunate in that respect that the authors for the most part stay engaged with the posts they put up. Other communities where there is more of a finite solution (How do I do X on my Brand Name, Model device?) there is a far higher chance of the author getting the solution via an email notification and never coming back even since the email contained the solution. Quitting doesn't necessarily have a finite solution. There is an ongoing dialogue.
Truth be told, when I worked with other support communities where I was answering how-to questions all day, I would get frustrated when people didn't come back and say thanks or acknowledge that my solution worked for them. But over time I began to watch and see that many many more people were reading my reply than I realized and other people who hadn't asked the question but got to the site because they saw the question and my response and were able to immediately get an answer shifted my thinking. It suddenly didn't matter that the original author had replied or even acknowledged my reply. Rather it was others who came in and commented saying that my advice or help helped them and they were thankful that they came and were able to immediately find a solution just by searching. They didn't have to call a call center or ask a question and wait for a response. They had immediate satisfaction. I also found out that some people never even registered. Lurkers were reading and benefiting from my response. It kind of became addictive at this point. I was driven to respond and participate simply by the gratification that there more out there that were being helped than would ever be acknowledged. Since then, my thinking has changed. When I reply, I do try to be heartfelt in my response no matter what. I'm not guaranteed a reply by the original author but it's likely that I'll help the original author and possibly many more. I could be short and dry and to the point for fear that I might not get a response, but that won't benefit me or the people I am trying to help.
The many heartfelt responses from many members of this community are amazing. I share them with the team here on a daily basis. Sometimes they make me emotional. So, I challenge you(aka everyone) to let go of expecting acknowledgement of your response and write solely because you have the faith that your reply will help someone or many someones even if they may not register and reply. Additionally the reply you give may not help the original author, and that's okay(aka "Take the best and leave the rest"), but it may help the next person who comes along searching the answer.
Mark
EX Community Manager
EX Community Admin Team
lol
