Every Tuesday, our National Novel Writing Month (NaNo) group meets virtually on a Discord server. This is software that was originally designed to allow users to chat while playing computer games, but the layout and features makes its useful for writers too.
By default, servers are not open to the public, so users have to receive an invitation issued by an administrator, namely me or my assistant. These can be generated or revoked easily, and we can change how many times they can be used and their expiry dates.
As part of our NaNo affiliation, we’re required to make the official website the first port of call for members, and we have a Dundee & Angus region page to make announcements. We can, of course, can cross-post links to other places like Discord.
Unfortunately, when I last refreshed the link a week ago, I posted the wrong one. Existing members could use the server as normal, but new users wouldn’t be able to join. I found this out because a new member had twice posted on the region page saying that she had finally worked up the courage to join the group, then found the link didn’t work.
It took 25 minutes to notice this because the official website doesn’t notify organisers of any posts to our region page. I also spoke to my counterparts in other regions about this incident, and it seemed this was also a source of annoyance among them.
Because we weren’t notified, the member probably thought we were ignoring her when we simply weren’t aware of her message. That frustrates me: first impressions stick, and it wasn’t our fault. What’s more, people also talk to each other about their bad experiences – and I would do the same – making it even harder to fight back the tide.
As soon as I realised what had happened, I immediately e-mailed out a corrected link to the whole region. I was able to send the member a private message, and the other region runners said it was likely she would have been notified of that. I also asked our region members whether anyone knew her personally, so we had another way of reaching out.
Happily, she responded about 24 hours later, and I was able to apologise for the mix-up and to welcome her to the Discord server. What’s even better is that we’ve attracted two other members in the last week or so, and we remain as active as ever.