Moderation Tool Behavior

Get Satisfaction offers a variety of moderation tools designed to help community managers easily and efficiently moderate their communities. This article goes into detail about the behavior of each tool, including what each tool does, and whether or not an email notification is triggered. All of the moderation tools discussed in this article are available for use in Manage Workspace.

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Conversation Moderation Tools

Conversation moderation tools are used to manage an entire conversation. They can be accessed from the conversation header in the detail view of Manage Workspace. Hover over the triple dots icon to expose more moderation tools.

Archive

  • Does not send an email notification to the author of the conversation
  • A message is posted in the community view, and in Manage Workspace, indicating that the conversation has been archived
  • The conversation will automatically be closed for new comments and replies. Commuity managers can choose to manually re-open the conversation to allow further conversation
  • Users who are following the conversation (whether implicitly or explicitly) will receive notifications of new replies/ comments if the conversation re-opened
  • Prevents conversation from showing up in community search results and from being indexed by search engines
  • Content is still visible by anyone with a direct link to the conversation
  • Removes conversation from the Recent Activity view of the community home page
  • Prevents conversation from bumping to the top of the Recent Activity view new actions are taken
  • Removes conversation from the active conversation views in Manage Workspace
  • Adds conversation to the “Archived” filter in Manage Workspace
  • Can be undone
  • Bulk archive applies all of the properties listed above to the number of conversations selected in Manage Workspace

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Change the Conversation Type

  • Does not trigger an email notification
  • Widgets can be filtered based on conversation type
  • Manage Workspace can be filtered by conversation type
  • Changing the type of the conversation will move the conversation to the appropriate filters in both the community and Manage Workspace

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Change Conversation Status

  • Does not trigger an email notification
  • Displays as a publicly viewable label on the conversation
  • Widgets can be filtered based on conversation status
  • Manage Workspace can be filtered by conversation status
  • Praise and Company Update conversations do not have a status
  • Questions, Ideas, and Problems each have their own statuses:
    • Questions:
      • No status
      • Doesn’t need answer
      • Answered
    • Ideas:
      • No status
      • Not planned
      • Under consideration
      • Planned
      • Implemented
    • Problems:
      • No status
      • Not a problem
      • Acknowledged
      • In progress
      • Solved

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Close

  • Automatically triggered when a conversation is archived
  • Does not send an email notification to the conversation author
  • A message is posted in the community, and in Manage Workspace, indicating the conversation has been closed
  • Replies and comments can no longer be added to the conversation
  • Tags can no longer be added to the conversation
  • Other conversations can not be merged into Closed conversations
  • Users can still add a “Me Too!” vote to the conversation
  • Users can still “Like” any replies that were on the conversation before it was closed
  • Categories can still be added to the conversation
  • Conversation is still indexed by GS search and external search engines
  • Conversation is still viewable in the community
  • Action can be undone
  • Bulk close applies all of the properties listed above to the number of conversations selected in Manage Workspace

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Edit Conversation Title

  • Does not send an email notification to the author
  • Title can be edited again

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Edit Conversation Details

  • Conversation details may only be edited by the original author of the conversation
  • Conversations created by employees may be edited by the original author through Manage Workspace at any time, and more than once
  • The system does not leave a timestamp or edit history, so the recommended practice is to leave a note in the conversation details with information about the update (e.g.: when, why, by whom)
  • Conversations created by community members may be edited by the original author only until a reply has been posted on the conversation

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Merge

  • Sends an email notification to the conversation author with a link to the main conversation. Includes the Moderator’s reason for merging
  • The merged conversation’s title & description will be added as a reply to the main conversation
    • This action is treated like a reply, so an email notification will be sent to all followers of the main conversation
    • Me Too’s from merged conversation will be added to the total Me Too count on the main conversation
  • The merged conversation remains in the community, but is automatically closed and archived
  • If a merged conversation is re-opened, the merged conversation author will still receive notifications if a new reply is added
  • You can not merge into a closed conversation
  • Action can NOT be undone. Not by anyone. Really. Moderator has to click a verification button before action is final

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Move

  • Available for community employees who hold a management seat in multiple communities
  • Will move the conversation to the selected community when moved
  • Conversation author does not receive an email notification when the conversation is moved

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Remove

  • Sends an email notification to the conversation author which includes Moderator’s reason for removal
  • Moderator chooses a drop-down reason for removal and can add an additional explanation
  • Conversation no longer shows up in community and the content is not visible to anyone with the direct link
  • Conversation no longer indexed by GS search or search engines
  • Removes conversation from the active conversation views in Manage Workspace
  • Adds conversation to the “Removed” filter in Manage Workspace
  • Action can be undone

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Reply Moderation Tools

Reply moderation tools apply to individual replies posted on conversations. Replies can be moderated from the detail view of Manage Workspace. Hover over the triple dots icon to expose more moderation tools.

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Edit Reply

  • Replies may only be edited by the original author of the reply
  • Replies created by employees may be edited by the original author through Manage Workspace at any time, and more than once
  • The system does not leave a timestamp or edit history, so the recommended practice is to leave a note in the reply with information about the update (e.g.: when, why, by whom)
  • Replies created by community members may be edited by the original author only until a comment has been posted underneath them, or until an additional reply has been added after

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Reply Fork

  • Forking a reply will create a new conversation in the community with the content of the forked reply being the “details” of the conversation
  • Reply remains on the original conversation, but the system automatically places a comment underneath the reply with the Moderator’s explanation for forking and a link to the new conversation.
    Note: Moderators must provide an explanation for forking the reply. The default explanation can be edited, but the field cannot be blank.
  • Forking a reply does send an email notification to the author of the reply with the Moderator’s explanation for forking
  • Action can technically be undone by merging the forked reply into the existing conversation
    Note: The conversation created by the forked reply will remain in the community unless closed/archived or removed by a moderator. All actions triggered by the merge tool will happen as described above.
  • Moderators can fork replies from a closed conversation

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Reply Removal

  • Sends an email notification to the reply author with the Moderator’s reason for removal
  • A note is left in place of the reply on the conversation thread indicating the reply was removed
  • Action can be undone

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Promote Official Replies:

  • Only employee-posted replies can be promoted as “Official”
  • Official replies do not trigger an email notification to the thread
  • Can be demoted at any time
  • A conversation can have more than one Official Reply at a time
  • When a conversation has an Official Reply, the conversation in the community will default to showing only the official reply to new visitors, with a link to view all replies

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Other Moderation Tools

Additional moderation tools are available for comments and users. Comment moderation tools can be accessed from the detail view of Manage Workspace, and user moderation tools are available from the People Management section of Manage Workspace.

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Edit Comment

  • Comments may only be edited by the original author of the comment
  • Comments created by employees may be edited by the original author through Manage Workspace at any time, and more than once
  • The system does not leave a timestamp or edit history, so the recommended practice is to leave a note in the comment with information about the update (e.g.: when, why, by whom)
  • Comments created by community members may be edited by the original author only until an additional comment has been posted underneath them, or until an additional reply has been added after

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Email Employees

  • Feature is only available for use with users who have been marked with an employee role in the community
  • Sender may choose to add an optional note
  • Sends an email notification with your note and link to the conversation to the employees you’ve selected

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Give Champion Status

  • Champion status can be granted from Manage Workspace or from the user’s full profile on Get Satisfaction
  • Applies a “Champion” badge to the user’s avatar in the community
  • Changes the community members role from “user” to “champion” in the community
  • Champion contributions are included in all Champion-specific reports in CHA

To learn how to give user Champion status using Manage Workspace, please review this Help Center article: People Management

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Remove Comment

  • Sends an email notification to the reply author with the Moderator’s reason for removal
  • A note is left in place of the reply on the conversation thread indicating the reply was removed
  • Action can be undone

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Suspend User Participation Privileges:

  • Does not trigger an email notification to the user
  • User will see a suspension error message the next time they log into the community to post
  • Suspension applies to the user account (e.g.: email address)
  • Suspensions can be applied through Manage Workspace
  • Suspensions can be manually lifted through Manage Workspace

For specific details on how to suspend a user’s participation privileges, including when to suspend privileges, please read this article: Suspending a User’s Participation Privileges

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