Comment by jeroenhd
5 years ago
As an end user, I find that in practice most projects don't actually move any information to a suitable spot.
I can't tell you how many times I've Googled an obscure error message and the only two results were the source code where the error came from and that self-hosted, open-source Slack alternative that Google can index. At that point, I already went to check the source code, and when I click the chatroom where the message is supposed to be, I reach some kind of archived page that's clearly at completely the wrong place in the chatroom history with no way to find what I was actually looking for.
At least the open source clone is searchable, so many troubleshooting could've been avoided if people had used forums rather than Slack/Discord/Mattermost for "support forums".
If they'd been using a forum, would you have a good record of the solution? Or would the problem just never have been solved? The low friction of slack-like tools matters.