Hi,

I’m considering setting up a new online discussion forum for our customers (and potential ones) – nothing new in that I here you say ;)

However where I’d appreciate everyone’s views is on the way it will be operated. Rather than ‘just’ create a forum and hope that our clients will participate in it, I thought of paying moderators’ on a ‘per solution basis’.
I realise that support tickets are all ready undertaken on a ‘per ticket’ basis – but they remain ‘private’ i.e. between the support operator and the client. If the question was asked on a forum, then a solution given by a moderator would be available for a number of other clients to access. Slowly the forum it’s self could become a ‘knowledge base’ / ‘resource’ for clients (and potential ones to assess the type of everyday issues that arise).

The key issues would be the knowledge of moderators employed and the terms / level of payment they receive. Obviously, paying a moderator to respond with ‘Hi welcome to the forum’ is a non-runner. Payment would perhaps have to be on a solution only basis.
Any ideas on how to make it work / pay moderators?

Anyway – it’s just an idea, but I’d be extremely interested in hearing anyone else’s views – good / bad / indifferent or whatever. Apart from the views of hosts, I’m keen to here what benefits / draw backs are apparent from a customer’s perspective.

I've found forum members like to give advice out if it helps somebody - it gives a sense of satisfaction - much like here.

Thinking of one extreme here - what if somebody asked a question on this forum, and I knew the answer; would I give the answer knowing that Chicken wouldn't get his $1 bonus, or would I sit back and wait for him to get back from a weekend away? As I said, one extreme example.

I'd say the forum wouldn't be much of a success operating in the way you're thinking.

Just my opinion of course.

That'll be a dollar thanks :)


Lats...

Good points - I certainly didn't look at it from that perpective.

Thanks for the input, which is exactly the sort of thing I'm looking for - gotta throw the idea around ;) and see what come out.

Of course, on the other side of the coin - using our infamous 'turkey legs' :) as your example. To get his $1 he'd have to be on the ball! and pretty dmn quick - if a MOD sat around - he woudn't get paid.

Sounds alot like the old exp.com or askme.com service :)

Well, it seems like the moderators will be handicapped by the users' unwillingness to post their account information publicly.

And the users will be handicapped by not wanting to post their quiestions or account informatin publicly.

Don't know anything about - the old exp.com or askme.com services - whats the story there?

Well, it seems like the moderators will be handicapped by the users' unwillingness to post their account information publicly.
Perhaps, but there are other ways around 'publicly' sharing such information.

Thanks for the input - all welcome :)