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"4. Assume the person hasn't been to Mahalo before.
If the users name is emailuser with a bunch of numbers at the end that means they don't have an account in the system. That means they might not know the social norms, policies, etc."
This would turn Mahalo into a spam bay, 100% guaranteed. Maybe there should be a separate zone for emailed questions, and only the tipped ones should be displayed on the main page.
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If so, then it's probably best to just disable edits for these questions, and direct the person to submit a comment instead (for these questions). I'm horrible at getting my thoughts just right on the first time.
Also .... will there be a (secure!) protocol where they can choose a best answer? If a best answer is hardly ever chosen for these questions, people may be less inclined to answer them.
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And/Or perhaps email questions should have a different background color/or a warning logo beside the question to alert us right off that they are from email. Even a savvy user like myself could easily fail to adhere to the conditions you set out above, not because I'm a jerk but simply because I overlook the fact that the question came from Email.
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Since the mobile user might need the information more urgently, maybe they should have the option of offering a tip that expires after X minutes (instead of the normal few days). For example, if they have a question about directions or traffic, they might only have a few minutes to decide which exit to take. After that point the info would no longer be valuable to them.
Of course, this would probably require setting up an account and payment options ahead of time...
Jeff
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And a request, could I be allowed into this email beta? Thanks a lot.
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I think the tip for speed would be awesome, and double awesome if the system could text the answers out if the asker so chooses.
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Answered Question
M$1
January 12, 2009 09:31 PM
BEST PRACTICE: How should one handle a question by email?
We are testing questions by email this week with a limited set of users. Questions by email are obviously different than ones of the web. We need to come up with some community standards about how we should handle these.
Here are some thoughts:
1. Assume more obvious questions
Since users are asking questions by email from their mobile phones you can assume that they may ask some basic question. As such, please don't give them a response like "Why don't you Google it?"
2. Short, concise answers with a citation are perfect in many cases.
If someone is asking "How many calories are there in a Big Mac?" or "What are the ten best art house films out right now?" giving them a simple sentence or list with the source might be enough.
3. Assume the person will not be able to see a video, so don't say something like "Here's a video run down of the top ten indie films you should see." A text list is best.
4. Assume the person hasn't been to Mahalo before.
If the users name is emailuser with a bunch of numbers at the end that means they don't have an account in the system. That means they might not know the social norms, policies, etc.
5. Be extra kind to email users since they are first time users.
6. Write one solid answers, not multiple edits.
Only the first answer you submit will be emailed to a person. So, if you edit it five times you can assume the person is not going to see it. Best to take your time and do one version of your question if you can.
Any other thoughts?
Here are some thoughts:
1. Assume more obvious questions
Since users are asking questions by email from their mobile phones you can assume that they may ask some basic question. As such, please don't give them a response like "Why don't you Google it?"
2. Short, concise answers with a citation are perfect in many cases.
If someone is asking "How many calories are there in a Big Mac?" or "What are the ten best art house films out right now?" giving them a simple sentence or list with the source might be enough.
3. Assume the person will not be able to see a video, so don't say something like "Here's a video run down of the top ten indie films you should see." A text list is best.
4. Assume the person hasn't been to Mahalo before.
If the users name is emailuser with a bunch of numbers at the end that means they don't have an account in the system. That means they might not know the social norms, policies, etc.
5. Be extra kind to email users since they are first time users.
6. Write one solid answers, not multiple edits.
Only the first answer you submit will be emailed to a person. So, if you edit it five times you can assume the person is not going to see it. Best to take your time and do one version of your question if you can.
Any other thoughts?
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| January 12, 2009 09:46 PM |
If the users name is emailuser with a bunch of numbers at the end that means they don't have an account in the system. That means they might not know the social norms, policies, etc."
This would turn Mahalo into a spam bay, 100% guaranteed. Maybe there should be a separate zone for emailed questions, and only the tipped ones should be displayed on the main page.
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Other Answers (6)
January 12, 2009 09:39 PM
Will they see comments? If so, then it's probably best to just disable edits for these questions, and direct the person to submit a comment instead (for these questions). I'm horrible at getting my thoughts just right on the first time.
Also .... will there be a (secure!) protocol where they can choose a best answer? If a best answer is hardly ever chosen for these questions, people may be less inclined to answer them.
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January 12, 2009 09:55 PM
1. It's a good idea to keep editing questions because 99% of the life of a question comes in the years AFTER it has been closed (when google/yahoo searchers come to it, or our users search).
2. Yes, they will be able to reply to an answer in email with "best answer" and select that answer as best answer.
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2. Yes, they will be able to reply to an answer in email with "best answer" and select that answer as best answer.
January 12, 2009 10:00 PM
Good point about the best answers. Nobody will lose their time to choose one, especially when they're on the phone. Heck, they don't even do it here. If M.A. doesn't start developing an "experts" system, with people who'll choose the best answer... mail = fail.
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January 12, 2009 09:45 PM
How can we tell when a particular question has come in via e-mail? I noticed, just now, that e-mail could appear under topic, but I don't think most people check the topic when a question comes up on the main page. I didn't notice until just now. If we're going to have a separate "best practices", shouldn't there be a more visible distinction?
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January 12, 2009 09:52 PM
It says "From email" in the story abstract like so:
http://img.skitch.com/20090111-n94efhryucjn5xsym8ak5kxqe.jpg
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January 12, 2009 09:45 PM
This is really good information Jason. I wonder if a link to this information should be provided within each question that is submitted from Email? A user who signs up Tomorrow will never see this information otherwise. And/Or perhaps email questions should have a different background color/or a warning logo beside the question to alert us right off that they are from email. Even a savvy user like myself could easily fail to adhere to the conditions you set out above, not because I'm a jerk but simply because I overlook the fact that the question came from Email.
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January 12, 2009 09:51 PM
1. We will have a best practice "road block" the first time you answer an email question with whatever we discuss in there is the best practice.
2. Good idea about a different look.
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2. Good idea about a different look.
January 16, 2009 03:27 AM
What about a separate tab for email? So far, the color idea stands out as the best way of distinguishing easily that the question is from email.
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January 12, 2009 09:53 PM
Interesting idea! Since the mobile user might need the information more urgently, maybe they should have the option of offering a tip that expires after X minutes (instead of the normal few days). For example, if they have a question about directions or traffic, they might only have a few minutes to decide which exit to take. After that point the info would no longer be valuable to them.
Of course, this would probably require setting up an account and payment options ahead of time...
Jeff
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January 12, 2009 10:26 PM
I think the question should have a big sign saying that it is from email. Maybe a special section that would not show up on the frontpage. It is going to get really spammy if the question does not require a tip or a registered account. And a request, could I be allowed into this email beta? Thanks a lot.
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January 12, 2009 10:44 PM
I see people using "from email" as a way for existing to ask questions anonymously so they're not tied to their account. Questions relating to drugs and sexual health and so on will come in this way. I think the tip for speed would be awesome, and double awesome if the system could text the answers out if the asker so chooses.
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1. Questions by email have to be from a real email address and you have to confirm them by replying to confirmation email.
2. We are going to monitoring the system.