Over the last decade, we have been a part of the socialization of the web. More and more, content is being crowd sourced from the public, rather than being provided by the sites maintainers. This has led to very successful websites like Facebook, Digg, Reddit and any number of others. However, after all this innovation in crowd sourcing content, commenting systems are still absolutely horrid.
Commenting software allows users to give their opinions on an article, video, picture, what have you. They’re one of the oldest and most common methods of user interaction on the web still in popular use today. Why is it then, after all these years these systems are still so bad?
As an example, lets take a look at Engadget’s commenting system. Engadget is a large and popular blog focusing primary on consumer electronics. They make several posts a day and receive thousands of comments. Engadget uses a threaded commenting system limited with two tiers. I’ll explain what that means.
Threaded commenting means that rather than simply commenting on an article directly, I can comment on a comment as well. On some sites people can even comment on comments of comments, but Engadget is a little different. There are two tiers. Parent comments (people commenting directly in response to the article, not another comment) and child comments (people commenting in response to parent comments). This seems good in theory. Many sites which have a high number of tiers (or even unlimited) get quite messy and hard to follow, so two-tiers seem like a good solution to combat this.
The problem with a two-tier comment system, like all comment systems, is user abuse. I call this the First Post problem. After the first post in a thread, the second commenter has a decision to make; “Do I post this comment as a reply to the article or do I post it as a reply to the comment?” Ideally, this would be settled by the commenter deciding on which would be more appropriate based on the content of his post. The problem is that if the user posts as a reply to the first comment, he is guaranteed to have that comment placed on the front page throughout the lifetime of the article, so this is what he does. In turn, the next several users do the same and those who do follow the proper convention get their comments buried beneath the massive amount of replies to the first comment. This happens just about every time on an Engadget article.
This happens on every comment system that uses this two-tiered approach, in fact. Digg is another good example, although they have since fixed this by removing the second tier. The problem is with the users. Nobody wants to have their comment pushed to the bottom of the list, ensuring that few people (if any) will actually read it. No, it’s much easier to post off-topic content as a response to the first commenter on the board. In essence, this turns Engadget’s two-tiered comment system into a single-tiered one just based on the way users actually use the software.
I don’t want to just hard on Engadget though. Almost every site has a problem with its comments. Sites which allow multi-tiering end up looking messy and are hard or impossible to follow. Sites which have no tiering at all get polluted with garbage and the substantive comments are hard to find.
So what’s the solution? Slashdot has a multi-tiered comment system in which comments are displayed by relevance based on user moderation. This seems to work pretty well, although it is not perfect for reasons I will explain at a later date. I will only say that the way comments are laid out on a page is not as significant as the way those comments are moderated. More and more comments are being moderated by users, not site administrators. This has led to an entirely new problem on comment systems which I will later discuss at a later date.
Update (18/08/10): It seems that a few minutes after I posted this, Engadget implemented a new commenting system on their site for the first time in ages. They now use a six tiered system rather than two. This does not change the bulk of what I wrote here as it still seems they have the same problem as before with the replies to the first commenter, but more of the replies within this category are a little more on-topic now. An improvement to be sure, but still far from perfect.