A funny thing happened to the SUNY Oswego Fans page while I was out of town this weekend.
A few questions came in from students entering this fall, not unusual in itself. But all of those questions were answered by other fans — quickly and correctly.
I did answer the question I saw on Saturday morning, but I was pleasantly surprised when — after driving, attending a wedding, sleeping and driving some more — I arrived home Sunday afternoon to find all the new questions handled. A similar thing happened when I was on my first actual vacation in years earlier this summer and most page questions were answered by others.
When members of a community become involved in problem-solving, this is good on many levels. It shows they care enough about their community — virtual or physical — to take care of it. It means that conversations are more organic than if the institution (or other moderator) always jumps in. And it also means that genuine connections are forming between those who asked the questions and those who answered them. (Interesting that it was three people, not just one do-gooder, who responded to the questions. NOTE: It looks like one of the answers disappeared. Am I the only one noticing comments disappearing on Facebook lately?)
Thus I’m kind of torn. I prefer good customer service, which means checking the Fans page frequently to provide answers. An unanswered question, to me, looks as out of place as an undone zipper. Yet I know that if fans answer the questions instead of me, presuming those answers are accurate, it’s better for the sense of the community.
It’s a teaser. What do you think?