Allow moderators to edit all posts

  • Idea
  • Updated 5 days ago
  • Under Consideration
When users incorrectly format their questions, we'd like to be able to, as moderators, tidy it up.

It would be good if the original poster could dispute the change just like they can with the subject.
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Luke Daley

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Posted 4 years ago

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Christian Walters

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Most of our dev team is in India, but all the sales and marketing and PR people are in the States. The dev folks are great at answering the technical questions, but we'd like to review their answers before they go public -- both for grammar (there is sometimes a language barrier) and to make sure they aren't innocently overpromising things the rest of the company isn't prepared for.

Is there a way to set up a queue for answers to get reviewed by selected editors before they go live?

This reply was created from a merged topic originally titled
Can we review answers before they post?.
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Peter Niederwieser

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Any news on this?

It's crucial for moderators to edit posts, in particular to fix formatting issues. I'm often faced with code being illegible because a code tag isn't used, or text being invisible due to wrong markup. Another common issue is that typos in a (code) solution make it fail. If these things can't be fixed, the value of the whole thread is diminished forever.

A clear indication that a post has been edited (and by whom) together with a good edit history should mitigate censorship concerns. This works well for Wikipedia and StackOverflow.
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Peter Niederwieser

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Update: I can't even tell a user to fix a post himself, because as soon as I do this (as a new post or even just a comment on his post), his post becomes immutable and he answers "sorry, I don't seem to be able to edit my posts". I DON'T HAVE WORDS FOR HOW FRUSTRATING THIS IS!!! I can't believe that GetSatisfaction is letting paying customers down like this.
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Szczepan Faber

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+1 for the feature.

It seems to me that without this feature getsatisfaction is not very useful for 'technical' communities (like ours), where there's some solution to the problem that people collaborate on. The solution is usually a code sample, and every letter and formatting is essential for the solution to work (or be easily readable). If the amendments to the solution must be separate answers then the thread becomes equally noisy as an email thread. So the whole point of using Q&A instead of a mailing list start to diminish.
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redgategreg

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This is a showstopper for us. If you had it we'd be customers for sure.
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Rémy Coutable

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Hi,

I have exactly the same problem, one of our users posted a code snippet with something personal in it and I'd like to obfuscate it for his own sake, but I can't!

Please advise!
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Amy Cottrell, Alumni

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Hi,

Can you please provide a link to this post? I would be happy to edit out that personal information.

Thanks!
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Rémy Coutable

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The topic is http://getsatisfaction.com/sublimevid... , please replace "3emhha4m" by "YOUR_TOKEN" in the code the user has pasted.

Thanks for that, however, it's really not an ideal solution and it'd be better if we could edit our users' posts ourselves.
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Rémy Coutable

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Hi Amy,

Could you edit this topic https://getsatisfaction.com/sublimevi... and replace http://www.mlschmidt.com/mls/test by http://www.mlschmidt.com/test/test as the user asked.

Thanks in advance.
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Amy Cottrell, Alumni

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Hi Rémy,

I just took care of that for you. Have a nice day!

Amy :)
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Rémy Coutable

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Thanks a lot Amy!
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Hans Dockter

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Hi Get Satisfaction,

what is your plan regarding this issue? This is a serious problem for us.
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Caty, Employee

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Official Response
Hi everyone,

I just wanted to pop in here and give you some sort of an update. First of all, I'm not sure if any of you have seen end user license. It's kind of a long story, but essentially we grant the end users (your customers) full license over their content. As our service has evolved we've realized that we need to readdress our license as it relates to this particular feature. We're a culture that's completely committed to customers, which is why we gave the end-users this particular license to begin with, but we also have our own customers to please. There are strong voices on both side of the issue, and unfortunately we haven't yet come to a consensus.

For the time being, if you have posts that need editing that you can't edit, please don't hesitate to reach out to us. You can do that by posting your request in the community, or, you can email support [at] getsatisfaction [dot] com. If you do choose to email, please put "edit request" in the subject line so we can prioritize. :)

I know this isn't the answer that you were hoping to hear, and for that I truly am sorry. I will keep this thread updated with more information as it comes out.

Thanks,
Caty
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Peter Niederwieser

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Both Wikipedia and Stack Overflow are far more democratic than GetSatisfaction, and both have extensive editing support. With a proper history, there shouldn't be any privacy or licensing concerns.
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Hans Dockter

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+1 for Peter's comment. I also don't buy the argument.
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Christian Walters

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Caty,

Can you provide some background into the reasons for not allowing this? I understand there are people up the line who don't want this feature available, but I don't understand why.
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Caty, Employee

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The main reason behind not allowing moderators to edit posts is to ultimately preserve the integrity of the conversation. We understand that there are specific use cases where the need to edit is necessary (e.g.: when someone posts personal information), but are also very mindful of the fact this type of feature could easily be abused. That's the core issue that our team is trying to balance.
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James Menezes

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Thanks for the response Katy! I understand the need to balance this. To give you a tangible example, today we had a customer post their URL incorrectly and wasn't able to edit it after posting the original topic. Therefore, I just recommended them to reply back to their own post.

I think a good way to balance this feature would be to allow users to edit the original post, but then have a history logged that is still public to users so they can see what was changed and when. Additionally, it may help to offer a workflow so that any changes to original posts have to be approved by an admin. This functionality would help keep posts clean. Thanks!
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Caty, Employee

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Hello again -

A small update to this thread.

Our product team is very sensitive to the privacy issues illustrated in this discussion. We recently looked at prioritizing features, and the privacy concerns were well heard.They're taking a look at how we can better protect private information that end users post to our customer's communities. We want to make sure that we're building a mindful solution that works for our broad network of communities, so I don't have a date I can share, but please know that our product team is thinking hard about how to best implement your request.

I'll share more information as soon as I have it!
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Chris Reppy

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+1.
My company's primary need is to be able to edit the first post or detailed comment that is associated with a topic.

Editing the Subject helps but in the case of more detailed, technical questions there's a strong need to be able to paraphrase or clarify the original poster's questions for future customers.
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romano97002

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Hello,

I wish that we can be able to edit ALL messages and answers posted by members in order to correct their messages or add an additional message or photo request.

Thank you.

This reply was created from a merged topic originally titled
To edit/modify ALL the messages and responses posted by members.
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Malin Hellborgsson

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We wish it were possible for the moderators to change the text of a topic from a customer - today we can only change the title.
This would be very good when the customer writes something that should not be publicly for example the customer has written his bank number.

This reply was created from a merged topic originally titled
Change the text of a topic.
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Chris Raffle

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I agree that this is a piece of functionality that is critical to having content that can be found. Whether it is correcting typos or the formatting of the post (e.g. a user didn't format a code snippet with the pre tags to expose the desired code), admins should have this ability without compromising the integrity of the conversation. Seeing that this topic has been present for 2 years now, are there any considerations in the near future to add this feature?
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Ramya, Employee

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Official Response
We certainly plan on allowing moderators to edit all posts via Manage.  We wanted to ensure that transparency and integrity was maintained and that all moderators are able to view all the changes that were happening on a conversation. This requires a change log/history feature in Manage which we plan on adding. Once that is available it will become much easier to enable the edit feature.  I am going to leave this idea as "Under consideration" for now and change it to planned once the work gets more fully flushed out. 

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Katie R

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This reply was created from a merged topic originally titled
Edit comments in conversation.


It would be huge, HUGE if I could edit responses (especially of those who are employees) within a conversation. Oftentimes I'll notice a typo and want to change it myself rather than waiting on the person to be able to change.
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Bryan K., Champion

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How is this coming along? I am seeing several posts that we need to remove personal info from them and I'm not able to edit it, and waiting for GS to do it is not a timely way to protect privacy. 
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Amy Cottrell, Alumni

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Hi Bryan,

I just took care of the private information in those topics you reported. I'm sorry for any inconvenience, but we are happy to help as soon as possible!
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Katie R

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This continues to be a MAJOR issue for my community. I have staff who have since left the company, or are no longer on a project, and cannot edit their posts. Similarly, I have to wait hours/days if there needs to be a change to a typo, link, etc.
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David Rowley, CTO

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Would it be useful if at any time you could edit the conversations, replies, and comments of other employees only?  The reason I ask is that it seems to match your use case, and given the History feature in Manage Workspace, you could track these edits without impacting non-employee members.
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Katie R

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Hi David. YES! I largely need to be able to edit employee posts rather than member posts.
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Drew C.

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The sentiment in this thread seems to indicate that the ability to edit a post shouldn't be restricted only to those made by employees.  I share that opinion.  Whether the issue of concern is the first post or a reply, a community moderator should be able to edit it (with a proper history trail).  It's a fairly standard capability on most forums.
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Amanda S.

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I can see a use case for editing both staff and member comments in our Community. My main concern with this feature is that it live behind the Admin permission group and NOT the Management Seat. This is definitely something we wouldn't want any of our agents to do, but is super handy for the Community Manager in certain cases.
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Bryan K., Champion

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I'm right with you Amanda!
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Drew C.

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Considering this topic is 3 years old and still active, I'm curious if we are any closer to having this capability?
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David Rowley, CTO

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While this request did originally get posted 3 years ago, the context of the solution has changed since then with the addition of new community and management applications.  But it is still under consideration, and I'd say we're closer to implementing it now than we have been in the past.  It's not in our immediate roadmap, but something we expect to do in the new year.
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Drew C.

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Thanks for the response, David.  I'm eager to see it!
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Daniel Foster

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This reply was created from a merged topic originally titled We need a more flexible authorship model for articles and community updates.

We sometimes find ourselves wanting to edit an earlier community update authored by someone who no longer works for the company or who now works in a different capacity. I think this need will be felt even more acutely in the case of articles.

Seems to me that a company admin should be able to edit any article or announcement in the community. Displaying an "edited by person on date" note would be a nice nod to personal ownership. But being unable to make future edits to a piece of content that has a long shelf-life is an erosion of corporate ownership.

Is this on your radar?
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David Rowley, CTO

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Yes Daniel, this is on our radar, and as you point out, certainly an even more acute need given the potential use of Articles.
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Andrew

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Hi David

Any update on this? Even if it were limited to editing employee posts this would be useful. Just for the purpose of quality checking our articles it is frustrating to need the original poster to make all changes.

Thanks
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Crystal Bruce

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I would just like to chime in on this. I don't know if it makes a difference - but, I don't necessarily want to edit customers posts, but I would like the ability to edit employee posts. We have a lot of employee driving content in our Community and sometimes they need an aesthetic touch up or two. So, I second Andrew's request.
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Kristina King

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I agree with you, Crystal. I'd like to be able to jump in and fix a comma splice or bad link rather than track a colleague down and hope they do it after being asked.

Additionally, since I'm using Get Sat for a support environment, we have a great need to keep certain documentation current according to the release we're on. We've been using Articles for this purpose, and given end users can't create articles it seems like allowing moderators the ability to edit them is within scope.

TL;DR 1 year from now when we update the databases we support and the original article creator has left our company, I don't want to have to create a thread within Get Sat to ask them to change this for me. As a moderator, and company admin at that, I should be able to make updates.
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LFP6

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Allowing the editing of replies and comments personally makes sense. There's just as much of a probability of a typo or something that needs to be edited out as in the actual topic, without needing to completely delete the post. I'm not sure if this topic was created before topics were editable and that's what it was talking about, but I'll bring it up here just in case.
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LFP6

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Just realized that what I was seeing is that I can edit my own posts, but nobody else's.

PLEASE add the ability for those with a management seat to be able to edit all posts, replies, and comments. This is very much standard moderation abilities, and enables forums to be kept clean (when deleting a post is unwarranted but can't be left as-is, fixing broken links and typos as users request it, etc).
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Amanda S.

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As I've written above: "...My main concern with this feature is that it live behind the Admin permission group and NOT the Management Seat. This is definitely something we wouldn't want any of our agents to do, but is super handy for the Community Manager in certain cases."
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Drew C.

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I'm all for it!  Admins only.
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LFP6

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@Amanda S. That's a very interesting point. I would personally like to see it customization, as for the community I'm in, which is acting more as a forum and less as a "business feedback center", it would make sense for anyone given management/moderation abilities to be able to handle editing. In fact, if you're given permission to "moderate" (which as far as I can tell, is the main point of the management seat aside from setting metadata and being able to be assigned-assignment being something which would make more sense to be in the employee category to be honest), editing should be an ability as it is a moderation tool.