New Chat loosing membership -- how to help members??

[Lori P]

Help! I have put up chat tutorials and everything else I can think of with the new chat to educate our sites members.  I am constantly getting messages that people cannot get on or see a blank chat. Even some of my admins cannot get on on a regular basis, ironically the director of Membership who is over chat is one of them.  Our group has over 80,000 members and with the old chat there was almost constant activity other than in the early morning hours (2 am)  It has dwindled to almost nothing even in midday.  I am getting daily complaints becuase for so many members chat was such a large part of their experience.

Is it just my site or are others having problems too?  I had chalked it up originally to the fact that many of my members are barely computer literate.  

Here is my current front page tutorial. What am I missing and how can I help them members?

New Chat Tutorial  from our front page

On January 2, 2012 our chat changed to accommodate different types of readers such as iPads and some other mobile devices. We have a Full Tutorial Here

Internet Explorer users please know there are known bugs with this browser. Ning is working on them. In the meantime we suggest FIREFOX or Google Chrome

The Red Number is the number of posts you have missed. Scroll up to read them.

You may "pop up" the chat box by clicking on the two squares in the upper right hand corner of the bar on the chat box. To make the chat box go away, click on the dash or line beside the two squares.

Another way to enter chat is to go to www.asamom.org/chat

To begin chatting, put your cursor on the rectangle at the bottom of the chat box, click, and then begin typing. To post your comment. press "enter" or "return" key.

New Chat Tutorial full page linked to front page.

On January 2, 2012 our chat changed to accommodate different types of readers such as iPads and some other mobile devices.

Give the new chat a try!

This Tutorial will help you find new features. Please note that the grayed out background for the site is just for the tutorial and is not how your screen will appear.

1. Private Chat Box- you may have several of these at the same time. Only you and the person who's name is on top of the box can see this chat. X- clicking the X at the top of a screen will close a private chat. Double Box clicking on the double box will pop the chat out into a separate window.

2. A private chat where the other person is no longer on line or logged out of chat.

3. Main Chat box- this is where everyone logged into chat may participate. Times stamps on the right side of the box only show up when there has been a space in chat when no one has spoken for a minute. - clicking on the - bar at the top of the box will collapse it down into the bar. Double Box clicking on the double box will pop the chat out into a separate window.

4. Members on-line this shows the members who are logged in to chat. Notice the box icon next to PJB's name this indicates that there is already a private chat in session with PJB. -clicking on the - at the top of the box will collapse it down into the bar.

5. In the chat rooms your screen name will no logger show  to you only, instead you show as "Me." However your screen name will show in the Members on-line section and other members do see your name.

6. A green dot indicates you are logged in to chat. A red dot indicates you are not in chat. The wheel icon is where your settings are you may adjust sound here or log in and out of chat. -clicking on the - at the top of the box will collapse it down into the bar.

To open a collapsed chat simply click on the main menu room. the number in red indicates the number of posts since you last viewed chat. You may scroll up to see them. Notice the online and settings icon are still available here.

The Pop out chat will open in its own window. This window may be re-sized how ever you would like. If you hover over other members names you will see arrows that will pop up options that allow you to view their profile, start a private chat or ignore a private chat. Note the wheel shaped settings button has moved the the left side of the screen. This is the same format as used on the Chat Page

[Writer Chick {Diane}]

A site that I am familiar with has a big text box front and center on their main page that states:  

To use this site effectively, you must have an updated browser.  However, with the introduction of IE9, some users have been experiencing problems with the site, which are reportedly related to bugs in the new version of that browser. Firefox (or whatever browser you choose to put here) tends to work better with the site, so try it if you are having trouble. You can download Firefox free at (link provided). 

You could tailor this message to your site, but it gets the point across.  You're just telling them that If you want to use this site in the most efficient way, then the browser you mentioned works the best.

This message came from a HUGE writing site that I belong to, with a lot more members than you have. They can't hold everyone's hand and spoon feed this to them.  Sometimes all you can do is put the word out where they can see it.  You can't force people to listen to your advice if they refuse to. 

[Eric Suesz]

Totally hear what you are saying, Austin, but even Microsoft is asking people to stop using IE6. They have created this website to ask people to retire it because it is out of date. Once Microsoft stopped supporting it, web developers abandoned their support for it, too. Google stopped supporting it over two years ago. I know it's hard to convince some people to switch. Just saying that people eventually do need to upgrade if they want a worry-free Internet experience. 

This is our list of supported browsers. I'd be totally into hearing other folks' ideas about how they have encouraged members to keep up-to-date -- like Diane did.

[Writer Chick {Diane}]

Frankly it offends me that Microsoft pushes this crap browser off on everyone, and everyone just swallows it hook, line and sinker because it's embedded into their product.  That's consumer manipulation at its finest, and we make it easier for them by not trying anything else.  Just because it's the default web browser doesn't mean it's the best browser, and I do everything in my power to steer my members away from it.  I've had very good success with the members on my site.  They actually listen to me when I tell them that IE is crap.  But, truth be told, ALL browsers have their moments when they get buggy.  You have to be flexible or you're going to drive yourself insane.  

[Eric Suesz]

One way to go about it might be with humor. I thought this was a great idea a few months back. 

[Ascot]

you could do this to get a quick heads up when there is a problem.......

PLEASE CLICK HERE TO ..........(WHATEVER MESSAGE)...............

then get them to pm you the result, at least you will have a quick outdated browser answer. then you could direct them to the UPDATE PAGE with a link..................

al