Live Chat System/Help

A "Live Help" button is added in several strategic places across the Wiki for users with a registered account. When clicked, the system tracks down an experienced editor to answer questions one-on-one.

Strategic placement
A link/button invitation to request live help should be placed strategically in order to maximize the likelihood that editors in need of help will see that help is available.

Proposed placements

 * Account creation: The account creation wizards is a likely place for new users to need help.
 * Rejection: New users are likely to be demotivated by having their work rejected . Live help could preserve their motivation to continue working by raising their probability of future success.
 * First n edits: For the first N edits of a user, place the LiveHelp link prominently in the interface (unless they dismiss it).

Processes for finding good placement

 * Ask: Ask newish users where they got frustrated or confused when they started.
 * Usability testing: Watch a new users register an account and perform a task in Wikipedia. Note where they are when they get stuck.

Merit
Previous work shows only a very small proportion of newcomers to Wikipedia who ask for help will do so effectively. By improving the visibility and usability of help systems in Wikipedia we should be able to dramatically improve the new user experience.

In addition to helping new editors understand how to use the Mediawiki software and work within Wikipedia policies, this feature will help experienced editors to understand newbies, integrate new editors into the community, and give article maintainers a way to help guarantee quality aside from policing edits.

Identifying helpers
An ideal implementation might look like this: An experienced editor sets a pref indicating their willingness to lend a hand. Presence information is maintained using the chat system, which is queried when help is requested. We offer the option of helping to 2-3 editors using a notification, and cancel the notification when someone answers. We start by querying a small number of users, and fan out to larger numbers as time goes on (perhaps even posting a link to an IRC channel). This balances finding help in a timely fashion against bothering too many editors with many help requests. Who to ask first could be chosen randomly, or using some sort of more intelligent heuristic.

If collaborative editing is available, the helper who answers the call gets pulled into the editing session. If it's not available, they get a one-on-one chat session.