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Don't use Discord as your Q&A forum

kraktoos.com

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Re: Don't use Discord as your Q&A forum

#231
post #18

I don't know, a lot of the people that interact with my projects _want_ discord. They don't want a forum, they don't want Matrix. It's a matter of knowing your audience. I've been working on ways to better archive support/question threads, and the discord search isn't that terrible.

It's popular because it's familiar, but also people because are so impatient they want real-time and fast responses to their questions. But then you get a flooded channel of questions being drowned out by memes.

So then you use the Discord forum feature to solve that problem. But then you may as well have used Discourse.

Re: Don't use Discord as your Q&A forum

#232

At least IRC is usually logged. However, I've noticed a disturbing trend amongst web shops. It used to be common for a shop to have it's return policy and form linked on the main page/menu. Right along side its terms&conditions, privacy policy etc. Now I noticed a couple of popular shops I interact with replaced it with "chat with us" things(IKEA in Poland, a bunch of very large clothing brands etc). I hate it when I…

> Now I noticed a couple of popular shops I interact with replaced it with "chat with us" things

> I hate it when I have to talk to crappy LLM for 5 minutes to convince it I need a human

The lovely self-indulged and intimidating in voice so-called artificial intelligence Max assistant ham-fisted on Orange help line, right next to the "would you like to authorize yourself with your voice in future- it's totally SAFE" message. How I despise that thing. They even trained it to avoid "connect me with human" line as much is possible.

Whenever I need help from that ISP and I'm facing a perspective dealing with this thing, it feels like I should just shut the hell up, leave the money, sign newest service contract without any word because the rest doesn't matter for them at all.

I do understand this assistant (and similar ones) probably does the perfect job dealing with this kind of customer who calls them with trivial issues. But that puts those people whose issues are more complex and who do really need to talk with human consultant ASAP on a hell-hole loop fencing with an algorithm.

Re: Don't use Discord as your Q&A forum

#233

I recently found a repo for an Xbox wireless controller kernel driver where the GitHub issues page was turned off and instead they used discord. I asked why they don’t have GitHub issues turned on and they said they “didn’t want it to become a support forum”. I couldn’t believe it. If there is a common issue, one person will ask about it on the issues page and then everyone else can benefit from that discussion. On d…

> On discord, I had to log in and join their group to ask about an error message, only to find it’s a common issue and there’s a few troubleshooting steps. > On GitHub, I had to log in and search their thousands of issues to find an error message, only to find it's like three closed issues without any replies and there's one troubleshooting step in chinese. I don't see how this would be an issue exclusive with Discor…

You don't have to log in or even have a GitHub account to search through issues. Hell, in many cases you don't even need to be searching on GitHub to find the relevant issue since they're indexed by search engines. Neither of these are an option with Discord.

Re: Don't use Discord as your Q&A forum

#234
post #18

I don't know, a lot of the people that interact with my projects _want_ discord. They don't want a forum, they don't want Matrix. It's a matter of knowing your audience. I've been working on ways to better archive support/question threads, and the discord search isn't that terrible.

HN has a particular culture that dislikes social media and due to the nature of these sites, once a culture is established, it attracts more of the same since everyone upvotes the dominant cultural position. Discord is social media, so it's bad, not like the good old days of forums/mailing lists/newsgroups/IRC/whatever. Listen to your users. My personal fear with Discord is the audience. Discord has a lot of kids and…

> Discord is social media, so it's bad, not like the good old days of forums/mailing lists/newsgroups/IRC/whatever.

Discord is bad because if I don't like the default client, I can't use or build another one. I can do this with IRC/XMPP/Matrix.

Re: Don't use Discord as your Q&A forum

#236

Earlier quoted context omitted.

phpBB all the way. It gets the job done, and just about every host supports PHP.

How are shared hosts at all relevant these days? For a few dollars a month you get a full linux VPS that you can install anything on.

Because if you go that route then you are saddled with a full linux VPS that you must install things on.

For a site that just needs to load some HTML and run scripts, that is overkill. Shared hosting works fine, and requires almost zero actual system administration skills to maintain.

Re: Don't use Discord as your Q&A forum

#237

I recently found a repo for an Xbox wireless controller kernel driver where the GitHub issues page was turned off and instead they used discord. I asked why they don’t have GitHub issues turned on and they said they “didn’t want it to become a support forum”. I couldn’t believe it. If there is a common issue, one person will ask about it on the issues page and then everyone else can benefit from that discussion. On d…

I suppose this can be at least partially explained by typical modern attitude "What is the most recent is most important. What have been long ago can be ignored". Let me give you examples:

- Chats in modern IM applications like Telegram or WhatsApp are sorted by the time of the most recent message in chats. Yeah, there are various workarounds like folders and pinning, but the default approach is "sort by time"

- The default for modern monitoring, Prometheus, does not bother with storing aggregated information for the long time. And mostly people are OK with this. Compare with old school RRD which retained aggregated data for a year by default.

- The common UI for photo gallery on mobile devices is the timeline. Other options like grouping by GPS location or folders are not easily accessible and feel like an extra not very polished feature.

And in a way this is a reasonable strategy to cope with too much data, too many things demanding our attention.

Now let's get back to issues vs discord. In the point of view that I have just described there is no need for search and discovery. If the issue happens frequently it is frequently mentioned and grabs attention and therefore get fixed eventually. Something that happens infrequently does not matter anyway. Eternal storage feels like a burden. Every issue that have been posted just keeps begging for attention and does not sink in the depth of time!

But even if I can understand this point of view I am an old-school guy and can not accept it.

Re: Don't use Discord as your Q&A forum

#238
post #71

Earlier quoted context omitted.

Right or wrong, it can be a really difficult thing to do when the problem behaviour is not due to malice. You’re taking away a community from someone, and in my experience, usually it’s someone who doesn’t have many other social outlets. It does not feel good to get pleading emails from these sorts of folks, knowing that you have to stand firm and say ‘no’ for the health of the wider community.

This is the difference between banning in the aughts versus now. Banning used to come with a lot of consideration and sympathy. Often multiple attempts to outreach were made. In the social media era, not only do we ban without prejudice, we shadow ban (leaving them to think they're talking to people), ban on presumption (banning Redditors based on other subreddits they use), and take joy in shutting down those we dis…

Nah, people were always ban happy, and often rude or ghosting. That hasn't changed one bit.

Re: Don't use Discord as your Q&A forum

#239
post #71

Earlier quoted context omitted.

Right or wrong, it can be a really difficult thing to do when the problem behaviour is not due to malice. You’re taking away a community from someone, and in my experience, usually it’s someone who doesn’t have many other social outlets. It does not feel good to get pleading emails from these sorts of folks, knowing that you have to stand firm and say ‘no’ for the health of the wider community.

This is the difference between banning in the aughts versus now. Banning used to come with a lot of consideration and sympathy. Often multiple attempts to outreach were made. In the social media era, not only do we ban without prejudice, we shadow ban (leaving them to think they're talking to people), ban on presumption (banning Redditors based on other subreddits they use), and take joy in shutting down those we dis…

I find blocks are almost necessary for me to be able to stand to use Mastodon.

There are a lot of decent people there and participating can feel really worthwhile to me but there are a lot of very angry people and even 1% of crazy angry toots can wreck my mood and I feel I wouldn’t want to participate otherwise.

One kind of behavior I can’t stand is people who call other people “fascists” indiscriminately because they are comfortable in their own skin or think we should have a police department or because they are a landlord evicting a tenant who didn’t pay the rent, or whatever. Much of the time I agree or largely agree with them on a lot of issues but it’s the hate I can’t stand.

So I am really quick to block on expressed hate, particularly when associated with certain issues that quickly get flagged on Hacker News as it seems many participants immediately resort to name calling against anyone who disagrees with them in the slightest or even expresses uncertainty on the issue.

You could make the case that these people really deserve a correction and that, who knows, the way they are they are driving people away from their side and helping “the fascists” get elected (for any political activity I think you have to ask the question of “who does this really help?”). This behavior is self-reinforcing and unfortunately these people surround themselves with other people who do the same things and many of them respond quite hatefully when you call out their behavior so I’d be doing nothing but arguing with these people and getting exhausted… without the block button.

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