Here at Stack Exchange we're currently wrestling with weaknesses in our tags system. As we open up new verticals – some of which include very non-technical users like cooking – we suspect that the concept of tags confuses new users. Specifically, we suspect that your average web user doesn't have an accurate mental model of how tagging systems work.
I have a long and conflicted history with tags. At my first startup, we started with tags and over the next couple of years removed them bit by bit (because of confusion) until we ended up with categories. And we didn't even allow users to enter categories themselves.
Is the concept of tags confusing for your average web user?
If yes, is the problem simply a naming problem (i.e. would "topics" or "categories" be easier to understand? Or is the problem more conceptual or mechanical?
If some users don't understand tags, is it realistic to educate new users about how the system works on first use, or is it something that requires some amount of engagement over time to grasp?
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