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Taotaomonas

Chess rating: 1660





 Topics started


Australia
Give chess goodie
Fri Dec 8 2017 3:12PM | MsgID: 19778712


Originally posted by: "Apollo"
There is a certain contradiction in what you wrote.

You suggest that rather then read Manuals or any provided instructions, people will happily search Google and/or YouTube.

Fair comment.

But, is not that exactly the same as self-help?

Perhaps think of our FAQs and other allied documents as the ChessWorld equivalent of Google?




Although I agree partly with your analogy of FAQ's to a Google search my friend. The FAQ's are still more akin to The Manual. Rightly so, but perceived in a different way simply because of the format.








Apollo

Chess rating: 1226





 Topics started


England
Give chess goodie
Fri Dec 8 2017 3:04PM | MsgID: 19778711


There is a certain contradiction in what you wrote.

You suggest that rather then read Manuals or any provided instructions, people will happily search Google and/or YouTube.

Fair comment.

But, is not that exactly the same as self-help?

Perhaps think of our FAQs and other allied documents as the ChessWorld equivalent of Google?


When I buy a new car, the first thing I do is read the manual. I don't ring up the garage to find out how to use the headlights or fill the tank. Perhaps some people do. Indeed, judging ny the number of thoughtless fools who seem to drive all day long, winter and summer with fog lights or main beam on, perhaps some should actually try self-help!









Taotaomonas

Chess rating: 1660





 Topics started


Australia
Give chess goodie
Fri Dec 8 2017 2:28PM | MsgID: 19778708


Originally posted by: "Apollo"

...Whatever happened to RTFM?




I openly admit I rarely did. Always been a 'get it out of the box and play' type. That said I like to think a combination of reasonable intelligence and common sense when its comes to some of the points you raised Apollo that would see me 'browse'TM first.

You have to assume that CW has a demographic of members that are now far more used to interacting with the internet than even 10 years ago. This is not an age thing but a generational change in what we all perceive and expect from pretty much any form of website now.

Rightly or wrongly people have been educated toward a plug n play society. Whether it be your banking app or how to cook the Christmas goose. RTM or not being able to just 'ask Google' are alien concepts for many.

Specialist forums are I guess where many of us now go if Google does not know and Youtube has no video. Whether it be where to obtain a brake lamp for a certain model of car, or what the effects of certain foods are meant to be. Most will seek out and interact with a peer group to find an answer.

It is logical to assume that if there were a simple 'Get Help from Other Members' forum here. That more people would actually use it. Bear in mind my only purposes behind this suggestion are:-

Encourage more member interaction away from just the play page
Possibly reduce the work load of Help Desk
Maybe even just encourage people to at least think about RTFM because it is what their peer group suggest

We here all know how hard you worked to re write the damn thing. But few outside of this or the suggestions forum will.










TamCoblyn

Chess rating: 1990





 Topics started


Wales
Give chess goodie
Fri Dec 8 2017 1:50PM | edited: 2:11:28 | MsgID: 19778707


Originally posted by: "Apollo"

Whatever happened to RTFM?




A little harsh, but very important although not always essential as in this instance.

Not one for acronyms so had to use Google to discover the meaning.







TamCoblyn

Chess rating: 1990





 Topics started


Wales
Give chess goodie
Fri Dec 8 2017 1:48PM | edited: 2:13:47 | MsgID: 19778706










Apollo

Chess rating: 1226





 Topics started


England
Give chess goodie
Fri Dec 8 2017 1:07PM | MsgID: 19778704


Originally posted by: "Taotaomonas"
Advanced Help is hardly heading that draws you in. Newbies I expect to be quiet for two very obvious reasons.

Wth respect the whole forum set up is over complicated and with the correct promotion would see a simple help and general forum solve many basic questions.
FAQS is fine but you have to remember how much the internet generation and membership has changed in the last 10 years. FAQS are like disclaimers. You have to have them, but 1% will read them.

It's just not how the world online works anymore




Do remember that the FAQs are there for a reason - to provide the opportunity for self-help.

However, when many in the online world have problems they prefer the soft, no-effort, option of immediately asking someone else. A open self-help Forum would be good from that point of view. Do also remember that over the years many queries are sent to the HelpDesk demanding instant response to such basic questions as to "How to change my Nickname", "How to change password", "How to close account" and so on.

Such basic questions are easily answered by clicking to the FAQs and checking the Quicklinks at the top of the Top 10 page.

As has been pointed out, the HelpDesk is a voluntary operation, no more, no less.

Whatever happened to RTFM?












Taotaomonas

Chess rating: 1660





 Topics started


Australia
Give chess goodie
Fri Dec 8 2017 11:16AM | edited: 11:20:44 | MsgID: 19778693


Originally posted by: "bwzins64"


3. This thread really should have been started in the much underused 'Advanced Help' forum.




Some very good points bw. As you say in the last one though, if this had been started in the Advanced Help forum it would likely not have got much if any member response. Apollo or one of the Admins would have no doubt answered, so really no diff than if it had gone to the Help Desk.

I agree also that asking guests to pay for forum use is pointless. Being able to interact with other users is key to anyone on this type of site. Anyone wanting to buy anything will generally feel more willing to do so if they can see/chat with others who have done so already.

The Advanced Help forum pretty much discourages you from posting anything in truth. With three other options before you decide to ask a question its almost like having to go through a decision tree that is geared up to send you away. Arguably it almost encourages use of the Help Desk.

The Forums these days are generally not used by more than a handful of regular members. I strongly believe you only need three forums.

General Chat Chess/Social/Anything
Interactive Help
Suggestions Purely because although not massively used it does give KC a sounding board and the option for those who do have idea's to contribute them

The One Stop cater for all General Chat idea would I believe encourage more people to get involved. Purely because it would appear 'busy and used'.

The whole Dynamic of social media means that there is likely a much healthier social side to the site than ever before. People chatting on KC's Youtube site Really now the modern version of the chess forum

Facebook/Twitter again the more up to date versions of the social forum. More so because members there likely actually do interact and know each other outside of the site. You wont necessarily even see how much that side has grown as many will have formed their own splinter groups and there are likely by now hundreds of different active social groups linked by their membership here.

To keep any form of member interaction on site outside of the boards. It is imperative there at least appears to more usage that there currently is.







TamCoblyn

Chess rating: 1990





 Topics started


Wales
Give chess goodie
Fri Dec 8 2017 4:29AM | edited: 4:44:24 | MsgID: 19778670


[Quote from: "bwzins64"]
[Quote from: "Apollo"]
[Quote from: "Taotaomonas"]Would not be a bad idea to have a help forum similar to the newbie one.
Potentially take a bit of strain off the helpdesk



The Advanced Help Forum has had 14, 17 and 22 queries in each of the last three years.

The Newbies Forum is rather more sparse, with 4, 6 and 6 queries in each of the last three years.


In contrast, the HelpDesk accumulated some 80 queries in November this year alone. Of course, it has to be borne in mind that HelpDesk queries are confidential between Admin and the respondent. A few could have been quickly self-resolved by reference to the FAQs, but there is a genuine and demonstrable need for the HelpDesk, a service which we at ChessWorld believe to be the best within our sector.

Apollo - Admin



3 things:...

3. This thread really should have been started in the much underused 'Advanced Help' forum.



More likely provides support for a total rehaul of the Forum structure(hardly likely to happen this side of Christmas). Especially when considering activity levels.







bwzins64

Chess rating: 2208





 Topics started


United States
Give chess goodie
Chess goodies: 1
Fri Dec 8 2017 12:45AM | edited: 12:56:11 | MsgID: 19778669


[Quote from: "Apollo"]
[Quote from: "Taotaomonas"]Would not be a bad idea to have a help forum similar to the newbie one.
Potentially take a bit of strain off the helpdesk



The Advanced Help Forum has had 14, 17 and 22 queries in each of the last three years.

The Newbies Forum is rather more sparse, with 4, 6 and 6 queries in each of the last three years.


In contrast, the HelpDesk accumulated some 80 queries in November this year alone. Of course, it has to be borne in mind that HelpDesk queries are confidential between Admin and the respondent. A few could have been quickly self-resolved by reference to the FAQs, but there is a genuine and demonstrable need for the HelpDesk, a service which we at ChessWorld believe to be the best within our sector.

Apollo - Admin



3 things:

1. When non-members click on the 'Newbies' forum, the first thing they see is a bright yellow box that says, "Guest Members! If you have any queries, click here to contact the HelpDesk."

2. Guest members can start to write a post on the 'Newbies' forum, but after they hit the 'Post message' button a page pops up saying, "You have selected the feature: Take part in Forum Topic Discussions which is only available to full members of Chessworld.net."

ChessWorld is "teaching" people new to the site to use the HelpDesk, not the 'Help' forums! I've said in the past that the 'Newbies' forum is useless if newbies can't use it. What's the point of having 2 forums that only full members can use?

3. This thread really should have been started in the much underused 'Advanced Help' forum.







Taotaomonas

Chess rating: 1660





 Topics started


Australia
Give chess goodie
Thu Dec 7 2017 9:49PM | MsgID: 19778668


Advanced Help is hardly heading that draws you in. Newbies I expect to be quiet for two very obvious reasons.

Wth respect the whole forum set up is over complicated and with the correct promotion would see a simple help and general forum solve many basic questions.
FAQS is fine but you have to remember how much the internet generation and membership has changed in the last 10 years. FAQS are like disclaimers. You have to have them, but 1% will read them.

It's just not how the world online works anymore







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