Management Matt Posted March 14 Management Share Posted March 14 Forum moderation management used to be straightforward. It was commonplace to assign a moderator to a single forum. They would be responsible for enforcing the rules, removing spam and generally modelling the behaviour you wanted to see within your community. As community management has matured and moderators are tasked with roles based on knowledge, help and support, there is a need for more nuance in managing topics within your community. For example, you may have specialists or teams of specialists who help answer questions about development, sales, or support. Topics that require this help may be posted anywhere within your community. Indeed, this feature was inspired by a need in our own support community to ensure customers get the right help from the right team member. We have questions on feature sets, purchasing, and support requests, each requiring a different team member. It is not enough to hope that the right person sees the topics; they must be assigned to ensure excellent service. What are the benefits of this feature? The ability to assign a topic to a single moderator or a team of moderators ensures that each topic gets the best outcome regardless of where it was posted. Having topics assigned helps moderators deal with issues quickly, as there's clarity over which moderators should handle the topic. It also helps keep your community team accountable by having the ability to monitor their workload and get statistics on the time it takes for your team to reply. These statistics also help the community lead assess quality control. How do you use this feature? There are two ways to assign a topic to a moderator or team of moderators. You can assign a topic when replying to it or do it from the topic's action menu. Once assigned, the assignee can review their assigned topics via the Moderator Control Panel and see which are assigned to them via the list of topics. Each moderator will receive a notification informing them they have a new assignment. Those with permission to assign topics to others will see all the assigned topics and who they are assigned to when reviewing the list of topics. The Admin CP contains a list of all assigned topics and also allows you to create and manage teams of moderators, such as "Sales Team" or "Developers." Finally, once the topic has been managed successfully, the moderators can remove themselves from the assignment completing the task. Assigning a specific topic to a single person or team in a busy online forum is a strategy that can enhance the effectiveness of the forum's management. It promotes efficiency, expertise, consistency, and accountability, which are vital for maintaining a vibrant and respectful online community. We hope you are looking forward to this feature and look forward to any comments you may have. View full blog entry Maxxius, Jim M, kmk and 8 others 10 1 Link to comment Share on other sites More sharing options...
FanClub Mike Posted March 14 Share Posted March 14 This is another super helpful addition. Thank you! konon, Matt, Stuart Silvester and 3 others 6 Link to comment Share on other sites More sharing options...
Jimi Wikman Posted March 15 Share Posted March 15 First of all, this is great. Really great. Secondly, I think you are getting closer and closer to having all the ingredients for making a very nice ITSM tool for support purposes 🙂 Marc Stridgen, Matt and Jim M 3 Link to comment Share on other sites More sharing options...
abobader Posted March 15 Share Posted March 15 Good one indeed, many thanks for IPS team and well done. Matt 1 Link to comment Share on other sites More sharing options...
PinPics Posted March 17 Share Posted March 17 Very nice feature! Definitely looking forward to this . . . and appreciating this advance notice, since we will build a few areas of the site with this feature in mind. Thanks so much!! Matt 1 Link to comment Share on other sites More sharing options...
Egorkin Posted March 18 Share Posted March 18 It's great, but there's not enough user ban in a specific topic and a specific section. Matt 1 Link to comment Share on other sites More sharing options...
Marc Stridgen Posted March 18 Share Posted March 18 4 hours ago, Egorkin said: It's great, but there's not enough user ban in a specific topic and a specific section. Not for this feature no, as its not related to banning in any way Matt 1 Link to comment Share on other sites More sharing options...
Li3D Posted March 20 Share Posted March 20 Looks like Topic Moderators, would be great to be able to migrate from it 😛 Will it be possible to assign an “ordinary” member without any moderating rights to a topic ? kmk, abobader, konon and 2 others 1 4 Link to comment Share on other sites More sharing options...
David N. Posted March 23 Share Posted March 23 So my first thought when I watched this video was: "looks nifty and sleek, and I'm sure this will be super useful to a lot of website, but I don't see how I would use it." Now all of a sudden I realized, this could be a way for me to 'bookmark' topics I know I intend to respond to but not right now, only later when I have the time. It would also send the signal to the person who posted the topic that I have taken note of their question and intend to answer it later. Interesting. Can't wait to play with it. FanClub Mike 1 Link to comment Share on other sites More sharing options...
teraßyte Posted March 23 Share Posted March 23 3 hours ago, David N. said: It would also send the signal to the person who posted the topic that I have taken note of their question and intend to answer it later. I don't think normal members will be able to see that someone is assigned to the topic. I might be wrong, though. 🙄 Afrodude and David N. 1 1 Link to comment Share on other sites More sharing options...
MythonPonty Posted March 25 Share Posted March 25 On 3/24/2024 at 12:21 AM, teraßyte said: I don't think normal members will be able to see that someone is assigned to the topic. I might be wrong, though. 🙄 Interesting... I also want to know how it works. Are the assignment details public or are they restricted only to the mod team? David N. 1 Link to comment Share on other sites More sharing options...
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