Responding to posts removes from MOD queue?!?
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- Empowermom
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I ran into a situation I didn't know existed today regarding replies to posts from a Forum Moderator vs. a Club Member. I.M.H.O. there may be a flaw in the system as to how members' posts get attention from a staff member.
We are encouraged to help one another. I believe mentoring is helpful to the whole, not just the one member, when sharing our knowledge. This kind of sharing has been a process of learning around here that is priceless to me because you won't find the information elsewhere in such a timely manner and they don't teach you these things in college.
I don't have the time or inclination to be a moderator because it would involve far more knowledge than I have to do a good job. BUT, that doesn't mean I can't volunteer my advice and help others when it is something I know well or am sure about. I do try to preface my posts with a statement as to my level of knowledge and follow up with the fact I'm not a staff member.
Further, sometimes I will chime in because I'm experiencing the same problem so I can join the ranks of those who need to know. I "thought" that would save a MOD time by answering one post instead of two.
If my post has been responded to but still warrants further attention, I then red flag the post. I always thought that was the way to get the MODS to respond. When answered by another to my satisfaction and Q.C. tests, regardless of status of the one who replies, I just unflag and mark solved. Ooops! I was wrong, dead wrong... and fear others may have suffered and YOU have not had opportunities to help others because of me.
I learned today if I reply to a post for a member, MODS don't see them any more. Well that's not good. In our zeal to pay it forward by helping others, we knock them out of getting help from the Pros!
Knowing this makes me want to stop giving any advice and leave it to you guys. If we ALL stop giving advice, you'll be overworked even more than you are now.
Well, we just can't have that! You guys are too valuable to waste!
No one person has all the answers and we are all constantly learning in this business. Unless a moderator responds, I don't think posts should be removed from the staff queue. Not that I would knowingly do so, or offer advice beyond my realm of expertise, I would hate to think you guys are NOT out there "supervising" (my) posts to insure members get "correct" information. Otherwise, someone might advise another to screw something up unknowingly, or even worse, knowingly.
Here's a suggestion: Once the member "red flags" a post, only the original poster or a God (oops, I meant MOD) can remove the flag. That way, MOD sees request and will read original post, regardless of replies from the mortals (oops, I meant members).... :cheesy:
A simple permission change on the red flag icon could save a great deal of time and confusion for all concerned. If the mod sees the correct answer, acknowledge it and move on. Only MOD or original poster can marked SOLVED. I try to mark ones solved by others for me but others don't. This insures accurate information is exchanged on all posts.
This way, the ONLY way a post is removed from the queue to the MOD is when Original Poster marks as SOLVED in the subject AND removes the red flag. I'm pretty sure it will save some grief for all since I see many who don't get attention to their request.
Just my two cents worth. I don't want to step on toes or misguide anyone ever. I just hate to see a member hanging out there in the great cosmos not getting replies when I think I know the answer. I always believed a MOD would come in behind and make sure the member got "good" advice prior to being dismissed. Apparently, replies from a member are a wrench in the system. Or is this a unique situation because I'm at developer level? That was my first post since I upped my level.
This could be key to why we see so many complaints on service, which is 5 star as far as I'm concerned.
Have a great day,
Carol
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Carol,
I think that you, maybe, understood me wrong when I said that mods of this forum doesn't see someones post if that post gets an answer from some other member so let me try to explain this little bit further.
Mods in general (at least I do) starts their day by checking "View unanswered posts" post which can be available by accessing this link:
www.rockettheme.com/forum/index.php?sear...answered&rb_v=search
That gives us opportunity to react on new forums posts and provide the answer. As soon as the topic receives at least one reply, that topic doesn't show up any more on "View unanswered posts" page. That doesn't mean that mods can't see such topic any more at all. It just means that someone else (usually some other mod) is already handling that topic. If some other mod doesn't know how to handle a problem he asks some other mod to jump in. As you said, there is no way for all of use to know everything. For example, we have mods that are experts for a specific extension because they use it a lot with their own projects (for example, Dan knows RokGallery from top to bottom, Henning is true expert in CSS and Gantry etc).
Mods also browse already answered topics to see if they got proper mods attention but you have to understand that such topic (which has few replies but none of those are from mod) won't get so quick attention as it would be if no one else replied it. That is the reason why we always suggest (tot he original posters), if they need to add something to the original question, just edit your first post in the topic and add additional details there. Don't just add new reply because that topic will be removed from "View unanswered posts" list and it will take longer to get noticed by mods
Hope I cleared that subject now
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I forgot to say that we all appreciate help and replies that we receive from regular members. After all, this is a community and sharing knowledge is more than welcome here
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- Empowermom
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Thanks!
My point is it would save the Mod time if you had a good flag system in place. Changing the permission settings on the "red flag" seems a perfect answer. That flag is an indicator that the member either
A) Needs help or
Is not satisfied with answer, which then allows Mod to solicit help.
Although this is probably not a perfect solution, if "red flag" is configured for this purpose, everyone wins. You don't have to sift through as much material to find who needs you. On member side, status won't be changed unless the member is satisfied with their answer or worry about someone bumping them down on service because a helpful member replies before the Mod does.
It will also cut response time, thus, on complaints. See? Win, win!
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This would help only on small number of posts and small number of members because you can't force members to do so. They don't (in most cases) even mark posts as solved
But, your suggestion could be good one. Hopefully, it will work some day :cheesy: - Check my services at: Mihha-Vision
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- Empowermom
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"If it's not broken, don't fix it. If it's broken, investigate other options."
I still say a simple permission setting on the red flag, plus making a Mod responsible for marking Solved would tend to save time for all. Some forums don't allow marking it solved without the proper permissions.
I realize there are those who are disgruntled with an answer, however, even that could help you track those who are debating, rather than asking for help.
If I'm just having friendly conversations with other members in the proper forum, we might not need you there (perish the thought) for that post. So you've wasted time trying to find the question when there is none.
Further, if someone is abusing the system for help when others are in "real" need, this would flush them out. Additionally, it's a golden opportunity to recommend "Premium" Support when they solicit your help on things not related to RT (hmmm... think I've done that a few times) or free services beyond what you do here.
Anyway, it's just an opinion. Now I'm done and you can return to more important matters, like helping those in less need than I. Thanks again for your time.
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