How to retain visitors/members: Lesson 1

[Brian]

This has bothered me for a long time, since way before we lost Joel. When someone asks a question, many times it is answered with a link to the information they seek - a link that takes the visitor/member AWAY from the site!

We need to rein that in immediately. What we need to do (staff and FM's should set the example) is find the information, and put it in the reply, right here in the forums, so the original poster (OP) doesn't have to leave us. People come here for help and support, and we should be the ones who give it, not simply do what they could do themselves, which is simply Google the info.

If we Google it, and find the answer, and post that answer in a reply here at Technutopia, we look good! But if we simply link people to outside sources, what value is this site to them? Nothing more than a pitstop on the way to their goal. Not to mention all the free traffic we funnel over to the sites who have the answers, raising their Google rankings.

Let's do whatever it takes to retain visitors. They need us, but we really need them a little more right now.

[bizzyb0t]

This has bothered me for a long time, since way before we lost Joel. When someone asks a question, many times it is answered with a link to the information they seek - a link that takes the visitor/member AWAY from the site!

We need to rein that in immediately. What we need to do (staff and FM's should set the example) is find the information, and put it in the reply, right here in the forums, so the original poster (OP) doesn't have to leave us. People come here for help and support, and we should be the ones who give it, not simply do what they could do themselves, which is simply Google the info.

If we Google it, and find the answer, and post that answer in a reply here at Technutopia, we look good! But if we simply link people to outside sources, what value is this site to them? Nothing more than a pitstop on the way to their goal. Not to mention all the free traffic we funnel over to the sites who have the answers, raising their Google rankings.

Let's do whatever it takes to retain visitors. They need us, but we really need them a little more right now.

Great idea! Another thing... if we MUST link to an outside source, how about making it so that the link is opening in a new page/tab and opens in a frame refer, so that TechNutopia's URL is still at the top. We could also keep some real estate at the top, like an iframe, so that as they view whatever page, they can just click a link to go back to where they were.

[Julie]

I also find it frustrating when we link them to another part of the forum with no explaination like:

"your answer should be found in post #5" or "read through the thread and if you still need help, let us know"

or better yet, copy and paste the answer from that thread

It doesn't hurt to have too much information.

[bizzyb0t]

I also find it frustrating when we link them to another part of the forum with no explaination like:

"your answer should be found in post #5" or "read through the thread and if you still need help, let us know"

or better yet, copy and paste the answer from that thread

It doesn't hurt to have too much information.

The biggest problem in any support forums, is "question fatigue". When you're part of a support forum, you get bombarded by the same few questions, over and over, and over again. So, what happens is you start to take "shortcuts".

Answers can seem terse if you're newb and ask a question that's been asked a thousand times before.

I say, the most common questions need to be put into a Wiki (Yes TechNutopia needs a wiki, imho) and edited to add stuff/edit it, to keep it current, then we can copy and paste from that, link to that, etc.

[Julie]

It isn't any different than being a teacher.

Sure we get frustrated, have you met nis?

But consistantly answering questions lets new folks see it more often.

Offering support is exactly that and we just have to be patient and answer questions in a kind, courteous, and consistant manner.

[Brian]

Great idea! Another thing... if we MUST link to an outside source, how about making it so that the link is opening in a new page/tab and opens in a frame refer, so that TechNutopia's URL is still at the top. We could also keep some real estate at the top, like an iframe, so that as they view whatever page, they can just click a link to go back to where they were.
Nice idea as well. Something to definitely keep in mind.

I also find it frustrating when we link them to another part of the forum with no explaination like:

"your answer should be found in post #5" or "read through the thread and if you still need help, let us know"

or better yet, copy and paste the answer from that thread

It doesn't hurt to have too much information.
Yes, we need to give people immediate and solid information, when they want it, and they want it now. Making them click more links, or making them read through a bunch of posts first, that's frustrating, and when/if they finally find what they're looking for, they may not come back because it was so frustrating for them to be here.

TechNutopia needs a wiki, imho
Very much so, as long as there are people who will write content for it.


It isn't any different than being a teacher.

Sure we get frustrated, have you met nis?

But consistantly answering questions lets new folks see it more often.

Offering support is exactly that and we just have to be patient and answer questions in a kind, courteous, and consistant manner.
Exactly.

[iissmart]

Hah! Seems like I have to move every new thread nis starts to the proper forum...let alone replying to it.

And I have experience setting up a wiki if need be. Sounds like a great idea, and I would definitely add content to it.

I can't decide whether or not I like the idea of putting all outgoing links in an i-frame. All of my web experience has been "NEVER USE FRAMES", because it masks the real URL and can be annoying if you need the true link to that page. But, we could throw some ads on the top or sides of the page to get some more ad-revenue.

[MoreBandwidthPls]

Linking to popular and consistently well rated sites will boost your ranking in search engine profiles. So will lots of new content, such as posts in the forums that the search engines can get to.

Most people that have a problem will search Google and pick the first few that come up. We need to keep right up there to attract new people to our site.

Wiki/FAQ - similar things ain't they?

[Brian]

Good point, MBP. So perhaps the best way to cover both grounds is to not only post the actual content here in our forums, but also include a link to where it came from. This keeps us search engine friendly, and protected from cries of plagiarism.

[CyberWraith]

What about when the member requests software?
do we have somewhere we can upload a copy of the software to, or is there a method of directly linking to the download with out leaving our site?

otherwise we have to send them away to get it.

[limefan913]

Link directly to the download page, or the file itself from it's source. Often you cannot distribute software without a company's permission, and why would we shoulder the bandwidth costs?