MaintenanceForums.com is generating approximately 30,000 visits per month and 300,000 page views per month on average making it one of the most visited maintenance focused web sites on the Internet. That is kind of humbling for me as the publisher at Reliabilityweb.com! The good news for forum members is that those numbers makes what you have to say the most important maintenance focused information on the Internet - voted on by visitors time and attention. There can be no argument about the importance of this community.

That kind of traffic is magnitudes higher than any trade magazine web site, any association web site or simply any other maintenance focused web site.

We have been reaching out to some members in the community to discuss how we might make these forums more valuable for everyone.

We have been surprised by the number of people who know about the forums or have even been members in the past - but they do not take part now because:

1) They feel like they get shouted down by some of the experts/power users

2) The see inaccurate information posted but do not wish to engage in an argument in public

In fact several people reported contacting discussion members using other "off forum" communication methods like email or phone to try and set the record straight - at least with that one person.

I think that is a loss for everyone when the forum members do not get the information. If some of the best interchanges happen off forum - all members lose.

Besides being the forum moderator - I am a long time member of the forums. I have been involved in many civil and a few uncivil discussions. I have put my foot in my mouth more times than I care to admit (search Terry O Foot in Mouth to find my boneheaded posts). I have had to moderate a few heated discussions over the years as well but we have never lost a member as they always find a way to rise to the professionalism and simple human courtesy required to be welcomed back into the forums after a temporary pause.

I am not sure what to do about how to correct the things I am reporting here but I think a few things might prove useful for current members to review:

1) Remember common courtesy when posting. These posts are in black and white - stark - direct word. Many people are not used to such direct communication and shy away from it. What seems like straight talk to you seems like shouting to them. Use of emoticons are designed to soften the harsh nature of plainly stated words. Go overboard with courtesy.

2) Think before you submit. Is this something you would say in a room full of peers? (I know this one well)

3) Have mercy - especially with new forum members. Feel free to disagree but begin with a kind word and a welcome and end with a smile. Always be professional.

As for non members or members who choose not to participate:

1) Silence is not a strategy. There is an active conversation going on here among peers in the maintenance and reliability community and by the amount of page views and visitors - it is one of the top maintenance sites in the world. Ignoring this conversation does not make it go away. Not participating does not invalidate the conversation happening here. There is way more good about these forums than bad.

2) If you happen to be a Solution Provider (the Reliabilityweb.com euphemism for Vendor) - yes it is shocking that people are talking about your product, your applications, your training or your service and you are not able to control the normally carefully calibrated communication.

First - take a lesson from our media obsessed society - any news is good news. (e.g. Paris Hilton)

Second - be thrilled that your product is on the lips of forum members. (It means they are using it)

Third - this is your chance to show that you are a community member - not just a seller. If there are inaccuracies posted here about your products, applications etc... - do not post an emotion filled reply - simply use calm professional language and post the best technical reply possible. If your response gets shouted down by one of the power users - remember - most forum members know about the power users. They can judge for themselves when a post needs to be taken with a grain of salt. Forum members are the smartest (and coolest) people in the maintenance and reliability professional community!

3) We do not allow product, software or service complaints on this forum. Those should be registered directly with the solution provider

4) If you are a salesperson and think it is effective to post negative questions about a competitors products under the guise of a user generated question - think again - you underestimate the intelligence of this community. The members may not know which competitor was low class enough to post these obvious threads - so they are likely to lump the whole group of competitors into a negative category while holding the vendor being posted about in higher esteem. Please consider raising the bar on your professionalism so your industry group is not considered among the slimy.

I am obviously getting way more preachy than I wanted to but I hold this community in high regard. I learn a great deal here and I hope it contributes to whoever is reading this post as well.

A wise person once told me you only get what you give - so please contribute what you know at MaintenanceForums.com

I am wide open to feedback - being blasted - and then lambasted - so have at it!

Terry O

How about scared of law suit and thus keep silent?

Thank you for the interesting reply Josh.

What laws would you be violating by correcting a mis-statement about alignment?

Terry O

This message has been edited. Last edited by: Terrence O'Hanlon,

I'll throw out an answer from my perspective. I've been a member first as a non-vendor and now as a vendor. I'd have to agree with statements 1 and 2 above in as much as I'll post/not post based on what I think I can contribute. I don't feel like there's a lot of shouting or talking down from the power users. Sure, there are a few heated discussions but it's healthy. I can recall just a few where I thought the remarks were totally uncalled for. But that's filtered through about seven years here--I'm used to a lot of the personalities.

As far as not 'arguing' in public, whether it's for inaccurate postings or whatever, I'd agree. I'm all for keeping the forum civil. I wish there was an easier way to contact members outside of the active threads. If there's an inaccuracy, I'd leave it up to the author to correct it.

So Terry, how wide spread are these instances?

Thanks Patrick,

There are not too many instances at all. If you read most threads - they are respectful and chock full of great information. It is only every great while that a serious problem arises.

More often I get emails from members or others who make a complaint. When I reveiew the thread there is nothing I can see that would violate the code of the community. I assume it is the direct nature of the communication that has some upset and when you post in plain ol black and white - direct is what you get. A disagreement is a disagreement. We do not want to stop civil debate and disagreement as that is where the learning comes in at its best.

I also get complaints from Solution Providers (aka Vendors) who (again I assume) are not used to having people talk about their products and services in a public forum.

I hope the power users are not PO'd for this post but I do think it is important for them to be as welcoming as possible as they are the ambassadors for this community. They know a lot and speak as direct as anyone. Read Shane (You better smile when you call me that) to see how tone affects what is actually posted.

Perhaps as host of the forum - we are overly sensitive when we hear that some users shy away due to these factors.

This community needs new members who CONTRIBUTE - and I think we all need to be more encouraging.

Wow - it seems I cannot post here without getting on my soapbox!

Thanks.

Terry O

Terry,

I would like to add that the caution about the direct nature of posts runs both ways. We are all busy individuals not graced with the time and eloquence to make all of our posts as friendly as they could be. Don't read aggression into posts just because they lack emoticons. (For that matter, don't read anything into posts that is written into them.) A question is simply a question and only requires an answer. Don't get upset if it is brief and not overly friendly. Just be happy that you got your answer and that there is a place to go for answers for free.

Danny

1) I grew up in a loud Irish family of 8 kids and my brothers and sisters did not use emoticons! So I know what you are saying

2) I also agree that posts should be taken at face value and it is a mistake to "read" more into them.

Your points are well taken and yes - this is a great source of free answers.

Terry O

Terry,

I don't like or use Emoticons! It reminds me of a politician Smiling while raising taxes. If some one wants to smile or be sad, then why not post a personal photo? I don't Text on a telephone either! I don't type very fast or accurate either. I have a dry sense of humor that may not get through in the few words that I manage to type. Hey, I'm smiling right now!

Walt

Walt

This subject relates to some of the problems I see in the workplace and society in general. Too often people are overly sensitive and take things too personally. I don’t know if this is a result of the politically correct world we live in (where everyone needs a hug) or if this is the way it’s always been. Either way, it is reality and in order for these forums to continue to grow and attract more members and contributors, we have to be aware of this.

In the 5th Grade I had a basketball coach tell me that I was “an embarrassment to my family”. This didn’t make me quit the team. I didn’t complain to the school board (or Human Resources). Instead I worked harder to be better.

One of the most inspiring words I ever heard came from an old, angry high school football coach who told our team that when he stops yelling at us, then he has given up and no longer cares. When these 'Powerusers' post in these forums they are doing it because they care to share their information and experiences, not to be arrogant or condescending. When they stop posting, then we’ll know that they’ve given up on us.

Hey Michel,
Heard the line - "the beatings will continue until morale improves". One step further than your coaches.
Rgds
Steve

Who are considered powerusers here?

Is being loundest an effective strategy?

quote:

I try my best to help others and ask for help and there is no place on this board from belittling, bashing, screaming, arrogance, disparaging, or any other adjective that might fit the case.

At least one person on the board is not opinionated, Ralph.

Bill,

I don't get it?

Maybe if I knew who said it and in what context.

And we're not all opinionated. We're just all right!

quote:

quote:
I try my best to help others and ask for help and there is no place on this board from belittling, bashing, screaming, arrogance, disparaging, or any other adjective that might fit the case.


At least one person on the board is not opinionated, Ralph.

Regards,
Bill

Bill.Foiles@bp.com

Thanks Bill. Such kind words never go unrewarded.

Here we go again. . .taking a serious post and running it into the ground. Seriously, the lack of respect for authority. . . .

Hold it, here's an emoticon so everyone knows I'm joking

Glad to see my post having such a positive influence

Seriously - no need to beat this post to death - I think the point is made.

Stay tuned for the next sermon: Getting lurkers to participate at MaintenanceForums.com

I am reminded of a quote by AE below. Maybe I can (and should) learn something from the lurkers.

Terry O


If A is a success in life, then A equals x plus y plus z. Work is x; y is play; and z is keeping your mouth shut. - Albert Einstein

Are there instances in your experience where:

1) decisions will be made more or less based on the loundest suggestions or recommendations?

2) good suggestions or recommendations are not accepted because of a strong and loundest objection?

In these circumstances, will you go for majority, still trying for consensus or issue a directive to be followed?

Josh,
Decisions based on loudest recommendations.....good suggestions not accepted because of loudest objection....... you're talking about my wife, right?

David Eason

Definitely not!

If you want to make change or propose soemthing, how would you handle objection which could be very loudly said?

Its funny you know my wife always says I'm stubborn.
But I just tell her that I think I am right and I can't help that determination to do whats right - thats a positive trait anyway isn't it?

Mike.