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not all admins are official reps
I need to set someone as an admin w/out listing as official rep
I’m looking forward to a solution
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Inappropriate?I think we've envisioned it as a ladder of responsibility. But it sounds like you have a different way of looking at it.
We've also thought about changing "official rep" to "customer service rep" or something similar to take into account the way most organizations seem to treat customer service internally. Would that help?
I'd love to hear more about how you would prefer to have it structured. It's a detail we love to get feedback on. Are you hoping to have some admins be less visible? Or, do you have other reasons or scenarios?
Thanks for bringing this up!
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Inappropriate?Eric, thanks for following up. I saw the thread about "offical rep" v "customer service rep" and I think that could easily be converted to a setting the admin fills out (to reflect the company's tone).
My issue is a little different. I do community support for seesmic, and would be the primary contact for support (whatever it is called). I would like to be able to give our CEO admin rights within getsatisfaction, while allowing him to not be listed as an official rep.
I’m getting there...
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that's a really good point. we'll see what we can do; we're intending to revisit the whole issue of employee types in the next few months. -
Inappropriate?This is an interesting point, Thomas. I recall having discussions in the past about whether there was a case for someone to have admin access without being an official rep. We'll definitely take this into consideration again.
I’m pondering...
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Inappropriate?Thomas: We're batting this idea around in the office this morning (as we have many other times!).
When you are an official rep, you have the ability to mark a response as an official reply from the company, and you get identified as an official rep in some visual way. Those are the tools or extra features that you get. As an admin, you get those plus more tools.
Oh. One detail to consider: Each user can set the title that shows up for them (e.g., "Support Dawg") to reflect your own personal/company tone, but it sounds like you have a different idea in mind, but there may be something I'm still not quite understanding.
Is this a case of the CEO not wanting to be involved in answering questions or representing the company in an official manner? Or, is it a case of not wanting to pull in the CEO or bother them with support issues? The only reason I ask is that you're kind of an edge case for us, but perhaps a really important one. We want to understand our users' motivations so we can design this better. If there are any other details you are comfortable sharing, let me now. Your situation is a use case I want to make sure we address. We definitely don't want to push people into titles and roles they aren't comfortable with, but we also want customers to quickly understand how customer-focused the employee they are conversing with might be.
Okay, I'm getting long-winded. Let me know if you have more to share!
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Inappropriate?Thanks all for tracking this, and all your input.
Eric, it's not that the CEO doesn't want to be involved in answering questions. He's always answering questions via Twitter, and jumping in on threads here (along with six of our other employees). All our employees are very involved in answering questions, and we could easily mark them all as official reps.
For us, the only distinction between anyone from CEO on down, is that I should stand out for people as the official rep in get satisfaction, so that people can ping me and track me down if they don't like the answer (or lack thereof).
any chance of hacking this now while you continue to work out use cases?
I’m feeling listened to
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Inappropriate?Ah, I see what you mean now. You would perhaps prefer something more like this: community manager > admins > employees. Does that sound like a better way to have it organized for you?
Thanks for the clarification. Extremely helpful! I think we're going to sit down and have a formal meeting about this in our office because it does seem like something we need to improve and it's a detail we've always meant to tackle in a better way.
Not sure if I can hack this to fit, but I can check.
Thank you again! Great stuff.
I’m starting to get it
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Inappropriate?pretty close.... I guess I should be able to distinguish between official rep and employee, and then independently indicate whether someone is an admin (no matter what their public role)
I’m 95% there
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Inappropriate?Yeah, that's how I was thinking of it, Thomas. Thanks much for working with us to clarify your needs.
I’m setting up a meeting to discuss this with the product team
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Inappropriate?Hi all, just checking in on the status of this.
Looking forward to being able to customize feature permissions!
I’m patiently anxious
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Hi Thomas - I'm eager for a change like this too. It's currently still in the discussion phase. We've got a lot in the development pipeline but I'll see what I can do to get some priority on re-thinking how we deal with roles. Thanks for your patience!
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Inappropriate?Wow, this one has been around longer than I thought.
I just jumped on board my company's existing Get Satisfaction page, which looks like it's just an experiment at this stage. I was given admin status. That's all well and good, because I feel confident in populating our page with helpful information gleaned from our existing websites.
However, I do not feel comfortable being listed as an "official rep," because that implies (at least to me) that I speak officially for the company on everything. But I'm just a lowly developer! :-) I just want to participate as an employee but help with admin'ing things until such time as someone truly official wants to take it over.
So if there was a way to have radio buttons for employee vs. official, then a checkbox for admin, I would see that as ideal. In the meantime, I'm adding the phrase "(NOT official rep.)" to my title.
I’m a bit paranoid
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Inappropriate?Just to add a little more traction to this discussion, I'm wondering if moderation tools will be able to be set per account?1 Comment Add a comment
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Seems like that ought be part of admin privileges? Or are you thinking of adding moderator privileges that would be a lower grade of admin privileges?
It's easy to get carried away with too many layers of complexity. One of the strengths I see in Get Satisfaction is its simplicity. But there is also the adage that things should be as simple as necessary, but no simpler. It's tough to draw the line where things are either too simple or not simple enough. I do think that the current state is too simple. -
Inappropriate?Hi Larry,
You're right -- this is an old thread. But I'm glad to see that it's resurfaced since it's a useful conversation. We still do plan to tweak roles at some point but there's a lot of other exciting stuff in development right now and I'm not sure where on the roadmap this fits. I do really like your idea for how to accomplish this, though.
However, if you think your main task will just be to add topics to your GS site, you can do that as an employee which is the first tier of company involvement. Here's a topic about the differences in roles: http://getsatisfaction.com/getsatisfa...
If you feel that you can accomplish what you want as an "Employee" rather than an "Admin" you can downgrade your status on the Accounts & Roles page in the Admin section. Of course, once you do this you will no longer have access to the admin section.
I believe what Thomas is referring to our some new moderation tools that are currently in private beta but will be released soon as part of a premium package. Thomas, initially the tools will be turned on per company but we do plan to refine that -- maybe by only turning them on for Official Reps or by allowing Admins to select who gets them... Not sure of the details yet. But I do see this as necessary as I know there will be cases where it won't be appropriate for everyone with Employee status to have access to those tools.
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Hi, Amy, thanks for the reply. I did consider downgrading myself to "employee," but stopped short because I'm populating the list of the company's products and I'd like to be able to go back and polish them. I may still downgrade myself if I think all the important ones are in there and done up as best as I can do them.
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Also, if you downgrade -- like Superman becoming just a lowly human -- and change your mind, we are always here to boost you back up!
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Hi Larry, Well, good news on that front, then. Any employee can add and edit products so you don't need to be an Admin to do that. Please feel free to let us know if you have any further questions!
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Amy, I have gone ahead and downgraded myself to "employee" since, as you said, everything I really want to do is still available to me at that level. Thanks for the tip.
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You're welcome. And should you ever find you need to upgraded just let us know!
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