Is Chat Being Abused, or is it an Escalating Problem?
I’d like to first point out that, -This as not a rant nor passage of information, merely a quest to solve an issue that is appearing to be problematic within our community
As a new member here in the WA community (signed up for premium on May 27th) I find myself learning more in the chat room than I do in the training modular.
Now I am not by no means trying to take away from the training lesions that Kyle has complied to help walk new and unexperienced members with starting and building the foundation for a strong and profitable website.
THE GREAT TRAINING
Many members have actually commented on how well the training videos walk them step-by-step through the process that is being discussed in that particular training, and I for one totally agree with them. Just wrote a 2,800 word product review for WA just so you know where I am coming from.
And I myself, have been taught many things here, that I paid other people to do for me before. I have 2 fully developed and operating websites outside of the WA platform that I have been operating for many years now.
If I knew how simple it would have been to do this process myself I could have saved a couple thousand dollars back in the early fall of 2003, tons of aggravation, and did the website building myself.
Enough about that, let’s just say things have changed toward the better over the last decade and a half. But with more and more availability of buying and building your own website comes more issues and topics to be discussed to help the general population of new entrepreneurs as they make their way into the online business world.
With that being said we jump back to the issue at hand the live 24/7 members community chat room, a place of relaxation, and tranquil moments of peacefulness – yeah right. When is the last time you were in the chat room?
OPEN TO SUGGESTIONS
I think that there should be an access portal that appears prior to anyone creating an account or login in for the first time. It should include information on how to create and complete the profile page, start the training, and reveal where the search box is located and all that it offers to WA members both free and premium.
If such an additional first step requirement was required (the 3 tasks listed above) prior to getting access to any other section of the platform, I think a lot of the questions asked in the chat room by our newly registering free members would be answered prior to them even having access to the chat platform. ( I guess this is something for Kyle and Carson to determine if we need or not ).
Regardless, this will help accomplish 2 major achievements one it will streamline enrollment sort of like a training course to enroll this will formularize the new person to Kyles style of training, will provide much needed initial guidance upon entrance to the website’s platform, and will ease the burden placed on the chat room participants from having to deal with a massive amount of duplicate questions that are pretty much covered in the first five lesions of the training.
This stream lined process in the signing up and beginning of their journey here at WA. I think this process alone would improve the conversion rate from free member just browsing around that wants to see what it is all about.
By having them start out with receiving the information that will improve their training, because then the information conveyed to them will be uniform for every member as they enter the system, and will assist them in finding other solutions to their problems other than the community chat room to solve simple yet understandable often duplicated questions concerning the training. See OnMyOwnTerms rant on this exact subject.
COLLECTING FEEDBACK DATA TO IMPROVE TRAINING
Equally important, by doing this and directing them to the search box first instead of the chat room will also automatically provide feedback on the effectiveness of the training, and whether the training breaks down the information being conveyed enough or provides it in a way that everyone can understand.
In other words if they are advised to go to the search box first and through analytics it shows that out of the 200 people that completed training on images that day, 195 of those 200 went to the search box to search additional information, this shows the training needs to be extended to include more information or just broken down into a simpler format to be better understood.
I understand the importance and uniqueness of the chat room but why not use it better by only having questions asked within that platform that are not discussed within the trainings.
CHAT IS IMPORTANT IN MANY WAYS
Such as issues with websites or items not operating correctly, things of that nature (above and beyond what the training has to offer) and as a last resort members can always fall back to asking those unanswered questions in the chat room and receive guidance on how to find the answer of solve their problem not only giving them the answer but teaching them how to find it in the same process.
Not answering those questions directly we teach the other members to be more self-reliant a strong personal business growth skill that should not only be emphasized here at WA but enforced as well. This is a platform for learning by just providing the answer directly, which in reality is not teaching the pupil anything but the answer.
Is it not better to show someone how to solve a problem on their own, than to just simply give them the answer this reminds me of the old proverb:
Is it not better to teach a man how
to fish then to give him a fish?
By giving him a fish you solve the problem but not the situation but by showing him how to fish you solve the situation therefore it allows him to solve the problem himself.
So after spending a lot of time in the chat room over the past two months I would say the answer to, “Is the chat room being abused?”
Yes, it is first by members not watching a video twice or even 3 times to completely understand it, instead they simply run over to chat room to get a quick answer because they know they can. Who’s time is more valuable the new members or the experienced member trying to answer everyone’s questions?
In the same way the abuse happens two different ways; by both the new members going there to seek answers that are easily found in the training or within search inquires, but are going to the chat room instead and anticipate as well as expect any question to be answered for them, rather than be guided in the direction that provides the answer they seek.
Additionally, the chat room’s abuse extends by the members answering the questions a well, instead of giving the location for the inquisitive member to answer their own question; they simply just give them the answer, speaking form helping in the chat room in many cases it is easier in many times to simply answer the question than guide the inquisitive to information containing their answer.
UTILIZE THE SEARCH BOX
Finally the chat room is also being abused by the system itself instead of encouraging the members to seek out any answers to questions they may have, the training suggests that if you have a question just go to the chat room for the answer (very poorly and inefficiently guided).
Thirdly, and this is something that I myself am guilty of and that is giving out the wrong information. A few nights ago I was in chat answering questions when someone asked a question that I answered quickly. As a result I actually gave the person the wrong answer luck fully it did not affect the person receiving the answer.
But the fact was I got in a rush and did not read their question completely through, so I gave them the wrong information. So when working the chat we should slow down and make sure all questions are answered correctly.
This even applies to senior much more WA experienced members as well I seen just the other day a member ask if it was okay to build and maintain a website for money and keep it hosted on the WA platform and give the people paying for this service a password to give them access to the website, in essence having
WA and its members foot the cost of hosting the site so this member could take advantage of it and make money from it. The person being asked the question (an Ambassador) told them “I don’t see why not”.
I have a screen shot of the conversation because I could not believe that it was allowed, on a different night I seen a different member bragging (which I consider as self-promoting or spam as the rules call it) that they are doing this right now.
And lastly, member’s not showing respect when other people are already helping someone with a problem I can see jumping in if the other person is not answering the question with the right information. But if what the other person is saying is correct what is gained by rudely butting in something Debs66 commented on this in her blog that she just submitted the other night (for some reason I feel I had something to do with that posting, but she never said nothing to me so I don’t know for sure) so the problem is there, other people are seeing it as well, so where do we go from here?
We are all adults here and for some of us, that have been involved in internet marketing or online entrepreneurship in one way or another, people actually look up to us as a source of information and knowledge based on past and personal experiences. Not all new members of WA are inexperienced in all facets of affiliate marketing. Regardless, if you have additional information that you would like to add to any conversation that is in progress, it can be done respectfully, after the other person is done with what they were explaining, instead of rudely interrupting in the middle.
By showing some restraint and compassion toward each other we can make chat a pleasant visit for all that go in there to seek help. Also by answering questions one at a time, we as helpers, are not bombarding a confused and distraught person even more so by throwing multiple answers at them all at once adding to their confusion.
Would some sort of numbering system solve this problem say you have a question you pick a number than someone answering the question also picks it, then it closes out until the end when the person answering clicks on the number again to reactive the number, or something similar - I don’t know just a suggestion.
So how can we as members improve the chat room (it is ours, so I think it is our responsibility to improve its effectiveness). Stop giving answers out to the simple questions, those found within the training or the search data base, instead only provide guidance to the location of where the answer that the member is seeking can be found.
A NEW CHAT POLICY IS IT NEEDED
Additionally, I feel there should be some sort of uniformity script or disclosure that is told to members within the training or when they first come into the chat room explaining this new policy to them. Because it is not stopping those questions that are not covered in the training from being asked but it will allow for more of those questions not covered in the training to be answered.
Which in reality is the true necessity of the 24/7 live community chat room.
Anyone taking the time to read this completely please comment your thoughts on this issue below, especial the senior members that have been dealing with these situations much longer then I even noticed that they exist. We’re a community and everyone has a voice or opinion to be heard. So if we all speak what we think and a common problem or situation is arrived maybe then Kyle and Carson can take those results and create the solution to solve this situation or at least lessen its impact on the community chat room’s end result.
Recent Comments
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I think it also needs to be remembered there is a lot to try to remember. And for some not computer savvy at all before WA it can be overwhelming. I always look for the answer in search bar first but, sometimes it just isn’t phrased right perhaps. That to me is when I go to live chat I think it should remain for everyone all the time for that reason. Sorry just my two cents.
HI Elaine,
I could not agree with you more, the live chat is what actually made me decide this time to go ahead and join, I have been a free trial member here before.
I'm not sure when it was but I'm thinking sometime around 2009, shortly after I start my dual owned website with a friend of mine.
What I am proposing to try to accomplish will free some of the burden now on chat so it will actually free up a lot of the duplicated questioning that is currently bombarding chat on a daily basis.
So that chat can be used in a more efficient manner like answering the questions not covered in the training that also accrue on a daily basis.
So if you could think up of a way that would help accomplish just that it would be greatly appreciated if you were to share those ideas so that they can be passed along to Kyle and Carson.
Thanks for your input,
Calvin
Calvin,
This is a realistic problem and I for one have seen it happen in Live Chat. I am a new person here and I do everything in my power to solve my own problems before going to Live Chat for additional help. I find because I do this the more experienced members are more apt to give me the help I need and what I learn by trying myself is teaching for others should they run into the same problem. I am guilty for helping the new members along the way with very detailed instructions and should be referring them back to the training video's; so well noted will start doing so.
And yes your suggestion of having an introduction to WA when first coming on is a great idea; explaining how everything works and why we should use certain tools before coming to Live Chat for answers to questions that can easily be solved by following the lessons Kyle has wonderfully set up.
Great Blog and I am marking it as a favorite in my book.
Susan :)
HI Susan,
Thank you for your kind words on my work.
I am hoping this will result in some sort of solution of easing up the chat a little allowing for the questions pertaining to websites and matters not discussed in the outstanding training.
Even though I am sure Kyle painstaking tried to design it to make it easier for anyone going through the training to completely understand.
You say that you think the introduction suggestion is a good idea.
Well, what if the introduction was presented in video format of Kyle and Carson both welcoming the new member to WA, its benefits, and what to expect from the training.
Much like a 3-5 minute review of the training, and what the platform as a whole offers members?
Thank you for your opinion,
Calvin
Thanks for this post I think important to highlight if there has been a change in mood or use of chat, however, isn't live chat there for exactly that live chat, therefore, live help? If you can't get help from live chat then where can you? I think there is a difference between a new member being overwhelmed by the huge amount of information to process here and then there is the issue of perhaps new members 'spamming' live chat.
I personally think live chat should be open to accepting all questions rookie and for the experienced with enough eloquence, grace and understanding by experienced members to direct new members to the right place e.g. training etc
However, those that are openly abusing the opportunity to blatantly promote and go against WA guidelines should simply be reported.
Hi Fleur,
No one is suggesting to close the chat down to just offer it to certain members where did you read that?
I simply stated:
“Such as issues with websites or items not operating correctly, things of that nature (above and beyond what the training has to offer) and as a last resort members can always fall back to asking those unanswered questions in the chat room and receive guidance on how to find the answer of solve their problem not only giving them the answer but teaching them how to find it in the same process.
Not answering those questions directly we teach the other members to be more self-reliant a strong personal business growth skill that should not only be emphasized here at WA but enforced as well. This is a platform for learning by just providing the answer directly, which in reality is not teaching the pupil anything but the answer.”
Furthermore I also stated, , “I understand the importance and uniqueness of the chat room but why not use it better by only having questions asked within that platform that are not discussed within the trainings.”
I mean no disrespect by this statement but I was hoping to get comments of potential solutions to the issue.
Not if you think a problem exists or not, the other 2 blogs that I referenced verifies that other member besides myself feel there is a problem that needs to be dealt with despite if you think it exists or not.
I do however appreciate that you at least made a comment.
Thank you,
Calvin
Hi FLeru,
My bad,
No I must have misunderstood what you meant in your first comment.
I thought that you were saying, that is what I was suggesting, is to close down chat. LOL
Sorry about the confusion.,
Calvin
Hi Calvin
I absolutely agree with you. Live chat has become a very sad place to go.
1. I used to love going to chat most of the time I had a question, and while I was there I noticed questions I would be able to answer to members. I have learned a lot from chat. In the last few months it has absolutely been abused.
2. I personally felt the rudeness of a new member (not all) who was only a week old. This member was promoting plugins instead of teaching the WA way. Now that person is telling non members to PM him and he will coach them.
3. That same member is a copycat he watches the seasoned members and when they are not in the room he gives them a guide to go by instead of providing them with an answer they asked in the first place.. When someone is asking a question not only do they butt in, they will give the person the exact same answer. Then he tells the premium member if they don't like it they can leave. This is what the community is turning into. We don't need copycats we need people that are willing to help other people.
4. Yes and what a slap in the face to Kyle and Carson, they give members 25 websites, and I myself have witnessed in the chat room people selling there 25 sites for a profit, and after giving the person a password they are also getting the hosting for free and for life.
5. People in the chat room asking questions that are in the training and they don't have to do the training because the answers are given to them. So why do you have to go through the training, and pay a membership, when you can get it for free.
If that is the case why are we paying a membership fee. We are getting members who have just signed up, that have not gone through any training answering questions for people and it is the wrong answer.
New people don't have to go premium they get the answers for free in the chat room.
So yes I do think Kyle and Carson should take a good look at the chat and revamp it because it sure need help.
Karen
Hi Karen,
I have not seen the shift in chat that you are speaking of I only have been here for roughly 90 days. I too have witnessed much of what you have stated.
My question is not whether the problem exists or not I think it is clear we both feel it does.
So can we as a community solve this problem with an open discussion of potential solutions on how to solve it?
Thanks for your input,
Calvin
I love your idea about having an introduction when first starting , I don't feel that live chat is the first place to go. Kyle and Carson have put a lot of time into WA for this nonsense to be happening.
I think some of the ambassadors should be ashamed of themselves sneaking around like they do. It was not being run like this last year. I have had second thoughts about my membership.
Hi Karen,
You are not alone in your thoughts on how chat has changed many members of under two years of membership have reached out to me here at WA and outside of WA as well
Many like you are not presently happy with how things are going at the moment and have voiced their opinions to me about what they have seen, how they have been treated on chat, and many complained about not getting answers to questions because everyone was so busy answering questions.
Yes, It would be nice if the some of the ambassadors and more senior members could step it up a notch and possibly get involved it is part of their community as well.
Another suggestion that was given to me outside of WA on the chat was to divide chat up into categories such as general website layout and design; word press; specifics pages, posts, menus ,and plugins; recap of training lesions: and additional topics not covered elsewhere.
I think if we continue to move forward with this we will make chat a place that is enjoyed by all and many utilize it the way it was intended. Before members start quieting because they cant find the answers to questions for months on end.
Thanks again for your thoughts
Calvin
I think the live chat was set out to help members find answers that we stumble upon now and then. New prospects should not be receiving help any help until they take level one and sign up.
To much personal stuff is being placed out in the live chat, "I just paid for WA instead of buying food for my family.
" I can't afford the $19 can someone just tell me what I have to do until I can afford it.
We need a Dr. Phil in the chat room, personal stuff should not be aired out in the chat room.
If links are allowed then let's get rid of comments and feedback, if they are not allowed then that is what should me. Many people put links in the live chat and after it is done they say "Oh I didn't know I couldn't do that.
Make the rules for the chat room put it in writing and so be it.
If someone is being rude we should be able to bounce them out.
This is not rocket science, it is called RESPECT that some people in the chat lack.
Karen
Hi Karen,
I'm not sure that the personal aspect should be removed it does give the chat room a stronger human aspect. If someone wants to share how they figure out a way to pay for their membership it is of no concern of mine, nor do I really care but for a new member that has not upgraded it might actually convince them that it is worth it.
That's my opinion and you have voiced yours this should be something left up for a later decision -maybe my next blog?
I think more emphasis should be focused on spamming and self promoting their is a fine line between bragging of an accomplishment and self promoting.
Personally I feel only WA training links should be given out within chat. To me the chat room is not a personal self-promoting platform and many members do just that every time a person asks a question then send them a link to one of their blogs or a training they designed.
To me that is self promoting in the purest since but it seems to be accepted in chat so I conform my thoughts to comply with how everyone else is accepting this practice.
But I feel this is getting slightly side tracked I am trying on focusing on how to make improvements to chat so that more of the not so common question s can be answered more easily.
Thank you for your feedback it might intrigue be to begin a series of blogs on the issues of chat one by one. Like an improve as we go type of series,
We shall see,
Calvin
One chat at a time. I really don't know who has time for so called new training, I think Kyle has set us up with plenty. No one should be putting up any new training it is only confusing people.
Jay I understand he does the webinars, and that is training put to good use.
I agree with @katkatskitchen -would anybody read a welcome message. I know if I am looking at something new I want to get into it straightaway and not have to go through another level of what I would see as admin. I think the amount of referrals would go down as people would go elsewhere.
It can be frustrating when people ask the same questions over and over again in Live Chat. However members don't have to look at Live Chat and if it is getting frustrating a member can simply walk away for a while and return when they feel refreshed.
Also it can be seen that a lot of people in Live Chat don't have English as a first language and perhaps need that extra support.
In another member's post we did discuss how people need to take responsibility for their own business and not expect to be hand held all the way through which I agree with entirely but I don't think adding another level is the way. Just being honest with members when they are expecting too much seems a better way to go.
Just my thoughts - I am sure plenty of others will have different ones!
Best Wishes
Hazel
Hi Hazel,
Thank you for your input, but do you have any suggestions other than if it gets frustrating to a member to walk away and come back later.
(Which by the way is always great advice in any situation that becomes frustrating) LOL
I appreciate your feedback,
Calvin
The only thing I can think of as is I know some of the really experienced Live Chat experts write a blog or training answering the most frequent questions and have the links lined up to post when the questions get asked. This means that they just post the link and move on. I think this probably reduces the frustration they feel.
Others ( patiently?) explain why they are not going to continuously answer the same question and that the person asking the question needs to put in their own effort!
To be quite honest I am busy getting my own site up and running and only dip into Live Chat when I have a few spare minutes so I probably don't notice this problem as much as others.
Best Wishes
Hazel
Hi Hazel ,
So you are suggesting a possible uniform cheat sheet (if you will) to answering some of the commonly repeated questions.
This would allow a quick and effortless copy and paste response, which could be direct and also eliminate the possibility of being considered rude or condescending.
That idea may help as well.
Thanks for your input,
Calvin
Interesting post Calvin.
I don't think Chat is being abused per se.
Everyone is at different stages of their learning so some may not have come across training yet for a task they want to carry out (yes, they can use the search bar) and popping into chat seems to be the quickest way.
Also in our review of WA, I know that a lot of people refer to live chat as one of the highlights to the system - where they can get 24/7support so you will find many new members using this.
Concerning the portal, we can incorporate these 3 items into our welcome messages to our referrals.
I don't think we need another layer, it'll only make things more complex and I believe it will hurt our conversion rates.
Thanks for sharing your thoughts.
Hi Jackie,
What a great idea incorporating the 3 items I suggested into the
referrer's greeting messages (cheap, quick, and easy to incorporate).
Thanks for your insight,.
Calvin
Hi Fleeky,
I'm not sure I understand exactly what you are trying to say, care to elaborate more?
Awaiting your reply,
Calvin
Hi Calvin... arriving on wa for the first time one is overwhelmed wIth information indeed. Hard to find the rare... meaning hard to find what you seek...
Hi Fleeky,
Not really just click on that green training tab on the left hand side of the home page LOL -- just kidding!!
I understand what you are saying and thanks for your input.
Can you think of anyways to make it easy to find what is sought after, upon singing up?
Thanks for the comments,
Calvin
Digested for 6 months and then i tried to make simple tutorials Tip 21: simple tutorials for newbees Love your style, by the way
Great writer
Hi Fleeky,
This is sort of what I was thinking of, OwnMyOwnTerms also as a newbie guide he created.
But he does not hand his out until after a member goes premium.
I am wonder if like Jackie suggested if we could take something like this and incorporate it into the the first message they receive form WA say as soon as they log in for the first time.
Sort of like a self generated message right on the profile page so when you first open your profile it is already there. Not a link but the actual content "A guide for beginners" or a "Welcome to WA message".
Briefly explaining some of the more common asked questions like:
1. Can I make money doing this?
2. How much money can I make doing this?
3. How long will it take to make money using this system?
4. How do you make money using this system?
5. Is this system for real or is it just another fancy scam?
I believe we are gaining progress.
Thanks for your input appreciate it,
Calvin
OH and thanks for the compliment, I just try to keep it real and honest!
Yes... as a matter of fact it happens most of the time by the affiliate members who mentor the newbies. And both Kyle and Carlson add the welcome links on their messge to all members.
check that out first
Then complete profile
Then start clicking around
Hi Fleeky,
So your saying your in favor of some sort of orientation type documentation or message upon creating a new account?
Calvin
These are great questions Calvin which can also be incorporated into our welcome message.
However, we need to be careful not to overload newbies with too much information as it can be quite overwhelming so needs careful thought.
Also, I have seen where a few long-term members (all in good faith) do send their own welcome message to new members with other links.
Hi Jackie,
Right Fleeky
I understand that most people prior to singing up should have somewhat of an idea of what they are singing up for
What if, it were a video instead. This would provide that human aspect Catherine and yourself Jackie spoke of and should not overwhelm (or spook them away) the newly signed up potential member, because it will be a nice warm friendly face instead of a big long list of items.
What if it were a short 3-5 minute video from Kyle and Carson welcoming the new person to WA, here is what WA is all about, and what to expect for WA.
But have it automated so that Kyle nor Carson have to post it and have it set to auto start as soon as they open their profile page for the very first time.
I mean Isn't that most of our goals = less work more money LOL
Thank both of you for your input and concern is solving the issue,
Calvin
whilst live chat exists I do feel that new members will always ask questions they shouldn't. Sometimes Old-timers will do the same! Simply because it's a quick and easy answer all because they want to interact with human beings. Don't forget when Newbies join wealthy affiliates they are confused. Human contact or the nearest thing to human contact will reduce their feelings of panic.
Let's say there was a welcome pack whose to say anybody would read it? Everything is open to abuse within wealthy affiliates simply because of the sheer number of people. It is a system and all systems are by definition to abuse. Which is one of the reasons why the community is forever changing.
Hi Catherine,
I remember quit well how confused I was about how things worked within this platform, as I said, it has been less than 90 days for me.
Yes I agree we don' t know if there where a welcoming packet if it would be read or even followed unless we try and see if it helps in the conversation ratio.
I am wondering do you have any ideas of possible solutions?
(the main purpose of the blog - to possibly get a discussion going on solutions)
Thanks for the comment,
Calvin
See more comments
We all hear your concerns and there will always be a certain amount of tension in any live chat room. It is the nature of the beast
I won't point any fingers but some people try to dominate the chat and answer every question as quick as they are answered instead of trying to stay with one person.
If you truly want to help someone with a big problem that requires back and forth take them to PM
When people ask question point them to training links and they will start to learn on their own.
There are plenty of guidelines and if people don't follow them you report them. There is no appointed police. If you don't like the way someone acts in chat either chastise them in PM or report them
onward n upward
captdennis