It's clear that many newbies are, not unreasonably, expecting the "Reply" button to do what it says on the tin. But of course it isn't a reply button at all, just a "post" button. This leads to newbies making a succession of posts in threads which they think are individual replies to posts. Instead we get a wall of posts that have no context, as we've no idea who they're responding to.
Is this an option in the forum software someone has unticked? Other forums utilising a reply button in every post make it work as such. Why not this one?
The extra few lines of Java script required would be unaffordable to a small company such as BT
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Actually just seems to be a "feature" of the poor excuse for software that is the Khoros platform BT have selected. Did a bit of digging & it's the same on their own community. So if they can't make it work properly there...
This site is probably a clone of that one but with branding changes. Keeps it simple ------ and cheap