ClubMom Technical Project Manager
The complexity surrounding this chat project was user expectation and training. Chat rooms were becoming popular but AOL Instant Messaging (AIM) was still new and multi-user chat rooms were not common in the general public. We needed to gently guide people who had never used IM of any kind; make them comfortable in using IM; direct them to the celebrity chat; lead them where to input their questions; see if their question was put into a queue (or combined with other similar questions by the moderator) and then show them that they can pause, go back and return to the on-going chat.
In addition to this public facing aspect of the site we needed to allow for multiple celebrity users as well as numerous moderators.