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EMPLOYEE
Some things we're thinking about for flagging, editing and deleting
We've been having some good conversations lately about Company Rep editing & deleting capabilities in regards to topics, replies, tags, flags you name it.
We've been planning to evolve our current solutions and are currently working on some exciting new pay-for tools for companies. How we're thinking about this "control" issue specifically, though, is as a transparency structure for both us and the companies that use the site. We understand that there are cases where companies need to edit or remove content and that our current system of flagging followed by a manual review by Get Satisfaction's community management team is not sustainable as this community continues to grow.
I'm not able to get into specifics (since we're still designing it) but I will list some bullet points to give you a view into our current thinking (not yet set in stone):
These are just a few things we're considering. We're definitely listening to the community and we want to continue to make Get Satisfaction as useful for all types of users as possible -- while continuing to stay true to our philosophy of transparency and our desire to provide a "Switzerland" for companies and customers to have productive and helpful conversations.
We'd love to hear your thoughts so speak up!
We've been planning to evolve our current solutions and are currently working on some exciting new pay-for tools for companies. How we're thinking about this "control" issue specifically, though, is as a transparency structure for both us and the companies that use the site. We understand that there are cases where companies need to edit or remove content and that our current system of flagging followed by a manual review by Get Satisfaction's community management team is not sustainable as this community continues to grow.
I'm not able to get into specifics (since we're still designing it) but I will list some bullet points to give you a view into our current thinking (not yet set in stone):
- Flag purgatory: Any item flagged by an employee or by x number of community members would go into temporary purgatory (removed from view) for review by GS. This removes any sensitive content from the site immediately in the event GS reps are not able to get to it right away.
- Change history: Reps would be able to edit and remove content but there will be a change history and that content will be viewable in some "obscured-from-view" location unless removed by GS permanently. This change history would apply to GS reps as well.
- Trust mechanism: If any company rep is found to be abusing their editing / deleting rights that right will be removed.
- Editing your own content: We're talking about removing the 15 minute editing window and allowing users to edit their own content indefinitely -- with the same change history / trust mechanism features listed above and with a stated reason for removal or change. (Think Flickr)
These are just a few things we're considering. We're definitely listening to the community and we want to continue to make Get Satisfaction as useful for all types of users as possible -- while continuing to stay true to our philosophy of transparency and our desire to provide a "Switzerland" for companies and customers to have productive and helpful conversations.
We'd love to hear your thoughts so speak up!
I’m excited by the possibilities
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Inappropriate?Hi Amy
I love the idea of being able to edit my own content indefinitely. This is especially important for FAQ's. If we post instructions on how to use the SynthaSite site builder, and then we add a new feature or change our workflow, I want to be able to go in and just edit what I wrote previously, rather than having to post new instructions.
I also like the flag purgatory idea. We have found Get Satisfaction's reps to be extremely responsive when we flag posts, however we understand that this response time will become increasingly difficult as your community grows.
Our aim is to keep an open, transparent community, but at the same time we want our information to be accurate and up to date. We also want to be able to protect our community from abuse without shutting down free speech.
Thank you for considering the needs of companies. We love Get Satisfaction!
Cheers,
Monique
I’m feeling heard
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this is one of the best points
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This is one of the best points
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You're welcome, Monique. And thank YOU! :) -
Monique is dead-on on this. A company's FAQ is never static. The ability to edit our own posted Q&As is essential as business practices change, new developments arise, etc.
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The ability to edit your own content w/out a time limit is on it's way!
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Inappropriate?Amy, this all sounds good. Very good, actually. Here are some initial reactions:
# Flag purgatory: I think this is a good idea, but would this be the default behavior for any flagged item? I'm not so sure you want all users to be able to hide an item by flagging it - perhaps only company moderators this ability?
# Change history: I like this idea a lot. I think it's a good accountability tool for both companies and users. The only case where this might be a little problematic is where sensitive/proprietary information is concerned. A company will want to have a way to completely remove that information from the system. I guess the "flag for deletion" solution would have to be used.
# Trust mechanism: I'll be very curious to hear more details about how that will work. Asking companies to pay for the right to moderate their forums, while simultaneously agreeing to submit to have those rights revoked if abused will be an interesting sell. You'll want to have a very clear statement of what constitutes "abuse".
# Editing your own content: Awesome! Just remember the right to edit my own content is something I consider to be "inate". It shouldn't be a "for pay" feature.
Thanks for listening!
P.S. I know this is premature, but do you have any idea how long it will take you to put these changes in place?
I’m at a loss for a pithy comment
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Inappropriate?Just to clarify, Amy mentioned some things that will apply to everyone, not just paying customers. The for-pay features for companies were mentioned in addition to the free features. I know it's not exactly clear which is which in the above, but until it's all designed and decided, we don't know exactly what will be on the far side of the pay wall.
I’m excited
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Inappropriate?@Robert Kieffer - Thanks for the response and feedback. I'll do my best to address your questions / concerns.
# Flag purgatory: Right now what we're thinking about is that a company moderator would only need to flag something once for it to go into temporary purgatory but it could also go there if a certain number of community members flagged it. This is particularly important in communities with no official representation.
#Change history: Yes, the idea would be that if it needed to be removed completely (because it's sensitive/proprietary/personal etc.) that would happen through our flagging system at which point GS reps could delete it from the site.
#Trust mechanism: I'm curious about how this one will work too! It's a brainstormed idea that needs some diligent thought applied. You are correct that we will need to clearly communicate the parameters.
#Editing your own content: This is a function we'd most likely be giving to all users so it would be on "this side" of the pay wall. :)
As for ETA... We are currently working on our suite of new company tools with a goal for launch some time this fall (how's that for squishy). A lot of this would be blended into that work (I'm hoping!). We'll keep you posted.
I’m planning to find time for some diligent thinking.
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Inappropriate?Hi Amy, I have to add, what I'd like to see is the possibility of flagging product and company spaces, if you can't delete it, I think this way you'll get a real improvement without any downsides! (If you see any though, I'll be happy to get to know them. I think there won't be a lot of abuse of the "Inappropriate" function, mainly because there are less products and companies than topics + replies etc.)
Editing & deleting, I'd of course love these changes. :)
I’m happy
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This is one of the best points
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Thanks for the feedback and further ideas, Philipp!
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Inappropriate?I also would very much like some additional edit control. Just now, I was unable to edit my own FAQ that I'd mis-typed after I'd responded to it. I would love to be able to either re-word it or remove it and start over.
(Actually, if someone can help me with this, I would be very appreciative.)
It did cross my mind that it would be nice from time to time to have the ability to re-word someone's title if they give a poor one, but I'll settle for the ability to re-write my own. Typos don't look nice coming from a publishing house.
I’m excited about the future.
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this is one of the best points
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This is one of the best points
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I fixed that for you, Ryan. Thanks for flagging it.
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Actually, I meant to bring that up a little later: now that the Other option appears there, is there a more communicative way to handle that than the link to flag saying "Inappropriate?"
It took me a bit to figure out that was where I needed to mark a topic that needed an edit.
Thanks, Eric! You guys are the best. -
I think we'll be adding editing features, so that you won't have a 15-minute window -- no time limit. I think it's on its way, so thanks for your patience.
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Oh, I was agreeing with Amy's idea. :) I'm happy to see these changes on the way.
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Inappropriate?An update for everyone participating in this topic and all those who have said they like this idea -- We launched our first version of premium services which include a fantastic new Management View and some really useful topic moderation tools. See all the features here!
I’m excited
EMPLOYEE
