SUMO community discussions

Private Messages on Kitsune

  • 10 Replies
  • Last reply by McCoy
  1. Tasukete
    Tasukete 21 posts
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    Hey everyone!

    The Admins are curious about your opinions regarding the Private Messaging feature available on Kitsune (= this site).

    • Do you think it's necessary? In which scenarios?
    • Can you imagine the site working well without it?
    • Should it be available to everyone in the community?

    Let the discussion start!

    Tasukete, the 7th Support Admin (trying to bring good fortune with that ;-))

    Hey everyone! The Admins are curious about your opinions regarding the Private Messaging feature available on Kitsune (= this site). * Do you think it's necessary? In which scenarios? * Can you imagine the site working well without it? * Should it be available to everyone in the community? Let the discussion start! Tasukete, the 7th Support Admin (trying to bring good fortune with that ;-))
  2. Roland Tanglao
    Roland Tanglao 372 posts
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    Hi all:

    speaking only for myself :-). i would rather use email but if we are going to continue to use private messaging, i would like a subject line so i can scan PMs in email quickly

    Cheers!

    ...Roland

    Hi all: speaking only for myself :-). i would rather use email but if we are going to continue to use private messaging, i would like a subject line so i can scan PMs in email quickly Cheers! ...Roland
  3. AliceWyman
    AliceWyman 6436 posts
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    What brought this up? Have there been problems with Private Messages?

    I use PMs quite a bit to discuss KB article revisions with other editors. I also get occasional PMs from support forum contributors related to specific support questions or issues. (I also get PMs from admin/staff on rare occasions but those can be sent via email, which admins can access).

    If we offer the PM feature to contributors then all signed-in users should have access. I don't have too many complaints about the PM feature being abused (other than the occasional weirdo sending me a strange one) but if it is, we could always come up with a new "rule" or "guideline" for PMs ... and add it to Mozilla Support rules and guidelines.

    I can't imagine the site working well without the Private Message feature. Contributors' email addresses are often not viewable on their profile pages. One solution might be to have to be a way to enable only certain contributors to view your SUMO profile's email address, either individually or maybe by group or "trusted contributor" status, assuming the PM feature is discontinued.

    What brought this up? Have there been problems with Private Messages? I use PMs quite a bit to discuss KB article revisions with other editors. I also get occasional PMs from support forum contributors related to specific support questions or issues. (I also get PMs from admin/staff on rare occasions but those can be sent via email, which admins can access). If we offer the PM feature to contributors then all signed-in users should have access. I don't have too many complaints about the PM feature being abused (other than the occasional weirdo sending me a strange one) but if it is, we could always come up with a new "rule" or "guideline" for PMs ... and add it to [[Forum rules and guidelines]]. I can't imagine the site working well without the Private Message feature. Contributors' email addresses are often not viewable on their profile pages. One solution might be to have to be a way to enable only certain contributors to view your SUMO profile's email address, either individually or maybe by group or "trusted contributor" status, assuming the PM feature is discontinued.
  4. Wesley Branton
    Wesley Branton 165 posts
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    Personally, I use the private messaging feature quite a bit, mostly for KB revisions and such. Sometimes it's useful to talk with other contributors to draw their attention to specific threads.

    I don't see any reason to remove it.

    Personally, I use the private messaging feature quite a bit, mostly for KB revisions and such. Sometimes it's useful to talk with other contributors to draw their attention to specific threads. I don't see any reason to remove it.
  5. vesper
    vesper 1182 posts
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    Thanks for your answers, Alice and Wesley!

    (everyone else is invited to add more, of course)

    When it comes to KB article discussions, would you say that PMs are better for this than the /discuss feature of each KB article page?

    AliceWyman said

    What brought this up? Have there been problems with Private Messages?

    No, fortunately no problems whatsoever - at least not anything getting escalated to any Admin.

    In general, the fewer moving parts in a tool as complex as Kitsune is the better.

    Thanks for your answers, Alice and Wesley! (everyone else is invited to add more, of course) When it comes to KB article discussions, would you say that PMs are better for this than the /discuss feature of each KB article page? ''AliceWyman [[#post-74359|said]]'' <blockquote> What brought this up? Have there been problems with Private Messages? </blockquote> No, fortunately no problems whatsoever - at least not anything getting escalated to any Admin. In general, the fewer moving parts in a tool as complex as Kitsune is the better.
  6. AliceWyman
    AliceWyman 6436 posts
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    vesper said

    When it comes to KB article discussions, would you say that PMs are better for this than the /discuss feature of each KB article page?

    I also use the discussion feature for specific articles, especially when I want to add background for a new article and references for revisions or "Needs change" entries. However, sometimes there are issues or questions about the KB that some people may want to discuss privately, which don't really belong in a KBforum thread.

    ''vesper [[#post-74366|said]]'' <blockquote> When it comes to KB article discussions, would you say that PMs are better for this than the /discuss feature of each KB article page? </blockquote> I also use the discussion feature for specific articles, especially when I want to add background for a new article and references for revisions or "Needs change" entries. However, sometimes there are issues or questions about the KB that some people may want to discuss privately, which don't really belong in a KBforum thread.
  7. Wesley Branton
    Wesley Branton 165 posts
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    vesper said

    When it comes to KB article discussions, would you say that PMs are better for this than the /discuss feature of each KB article page?

    I think so, simply because there's no way to ping a specific user in the discussion thread. So for example, if I want Mike Kaply to take a look at a Firefox Enterprise document for me, there's no way for me to ping him to the discussion to bring it to his attention. If this feature existed, then maybe losing private messages would be ok.

    And then of course there is the issue with finding email addresses. A lot of SUMO contributors don't have an email address listed on their profile. For example, Alice doesn't. A lot of people are listed in the Mozillians website, but sometimes the contact information is outdated or they are listed under their real name, rather than the screen name that they use on SUMO.

    Also, speaking from my personal experience, the email address that I use for Mozilla gets literally 100+ spam emails a day. Most of them get filtered into the spam folder, but so do a lot of the first-time emails from actual legitimate senders. So, there's no guarantee that I'll even see an email that's sent to me.

    ''vesper [[#post-74366|said]]'' <blockquote>When it comes to KB article discussions, would you say that PMs are better for this than the /discuss feature of each KB article page?</blockquote> I think so, simply because there's no way to ping a specific user in the discussion thread. So for example, if I want Mike Kaply to take a look at a Firefox Enterprise document for me, there's no way for me to ping him to the discussion to bring it to his attention. If this feature existed, then maybe losing private messages would be ok. And then of course there is the issue with finding email addresses. A lot of SUMO contributors don't have an email address listed on their profile. For example, Alice doesn't. A lot of people are listed in the Mozillians website, but sometimes the contact information is outdated or they are listed under their real name, rather than the screen name that they use on SUMO. Also, speaking from my personal experience, the email address that I use for Mozilla gets literally 100+ spam emails a day. Most of them get filtered into the spam folder, but so do a lot of the first-time emails from actual legitimate senders. So, there's no guarantee that I'll even see an email that's sent to me.
  8. AliceWyman
    AliceWyman 6436 posts
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    Wesley Branton said

    Sometimes it's useful to talk with other contributors to draw their attention to specific threads.

    I agree. Many contributors don't read through all the Article Discussions to see which articles need attention. I often PM someone who I know has a skill (such as Wesley, who has access to different versions of Windows, for example) when I need help with an article revision or needed change.

    ''Wesley Branton [[#post-74365|said]]'' <blockquote> Sometimes it's useful to talk with other contributors to draw their attention to specific threads. </blockquote> I agree. Many contributors don't read through all the [https://support.mozilla.org/en-US/kb/all/discussions Article Discussions] to see which articles need attention. I often PM someone who I know has a skill (such as Wesley, who has access to different versions of Windows, for example) when I need help with an article revision or needed change.
  9. Chris Ilias
    Chris Ilias 2450 posts
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    Among the principles of Mozilla are transparency and empowering everyone to contribute. That means discussions default to being public and open, and if anything takes place in private, there should a reason why (don't want to embarrass the person you're talking to, complaint about a specific contributor, sensitive information, etc.).

    Unfortunately, when you need a specific person to read a discussion/question, you don't know that the person is aware of it. PMs seem to be good for pinging people, but the content of discussion should be public.

    Scanning through my PMs, here are my use cases:

    • When someone flags a post as abuse, I PM the reporter, asking them to clarify which rule was broken, or to explain why the post was not a violation, and give advice on how to handle a specific thread.
    • There's a specific contributor I would like to update an article (i.e. screenshot continuity)
    • A new contributor submits an edit or new article, I invite them to the article forum.
    • I have a question about a specific edit.
    Among the principles of Mozilla are transparency and empowering everyone to contribute. That means '''discussions default to being public and open''', and if anything takes place in private, there should a reason why (don't want to embarrass the person you're talking to, complaint about a specific contributor, sensitive information, etc.). Unfortunately, when you need a specific person to read a discussion/question, you don't know that the person is aware of it. PMs seem to be good for pinging people, but the content of discussion should be public. Scanning through my PMs, here are my use cases: * When someone flags a post as abuse, I PM the reporter, asking them to clarify which rule was broken, or to explain why the post was not a violation, and give advice on how to handle a specific thread. * There's a specific contributor I would like to update an article (i.e. screenshot continuity) * A new contributor submits an edit or new article, I invite them to the article forum. * I have a question about a specific edit.
  10. jscher2000 - Support Volunteer
    jscher2000 - Support Volunteer 834 posts
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    I send contributors PMs when I think there is an error in a recent post. So they can fix it without me having to say anything publicly.

    Occasionally, I send inexperienced users PMs about removing personal information, although moderators are pretty quick about it most of the time.

    I get PMs from people who seem not to want to post a question, and I try to get them to post a question.

    If we expected to use PMs more, threading would be really, really helpful. But if we have threading, we'll probably divert more questions away from the forums, so I wouldn't add it.

    I send contributors PMs when I think there is an error in a recent post. So they can fix it without me having to say anything publicly. Occasionally, I send inexperienced users PMs about removing personal information, although moderators are pretty quick about it most of the time. I get PMs from people who seem not to want to post a question, and I try to get them to post a question. If we expected to use PMs more, threading would be really, really helpful. But if we have threading, we'll probably divert more questions away from the forums, so I wouldn't add it.
  11. McCoy
    McCoy 160 posts
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    Wesley Branton said

    Sometimes it's useful to talk with other contributors to draw their attention to specific threads. I don't see any reason to remove it.

    Totally agree.

    I use the PMs mainly to point out that e.g. a link they posted doesn't work, that they could find the answer they asked an OP if they had read the OP's question properly etc..

    Also : I see some contributors post messages on the support forum that are directed at fellow contributors instead of the OP - that's what they should use the PM feature for. At one time I saw an OP post : "Sorry to interrupt this domestic quarrel .... "

    I see fellow contributors as colleagues - colleagues should be able to communicate, but not on the support forum.

    ''Wesley Branton [[#post-74365|said]]'' <blockquote> Sometimes it's useful to talk with other contributors to draw their attention to specific threads. I don't see any reason to remove it. </blockquote> Totally agree. I use the PMs mainly to point out that e.g. a link they posted doesn't work, that they could find the answer they asked an OP if they had read the OP's question properly etc.. Also : I see some contributors post messages on the support forum that are directed at fellow contributors instead of the OP - that's what they should use the PM feature for. At one time I saw an OP post : "Sorry to interrupt this domestic quarrel .... " I see fellow contributors as colleagues - colleagues should be able to communicate, but not on the support forum.

    Modified by McCoy on