New Feature: Participation Suspension Tool!

  • Announcement
  • Updated 2 years ago
Many of you have wanted to have the ability to ban members from posting in your community if they violate our Community Guidelines. I'm glad to announce that this option is finally here!

Who's eligible for Community Level Banning?


  • You need to have a moderator seat enabled (This means Champion Moderators will be able to ban other members


How do I enable Community Level Banning?

Within the admin section of your community, navigate to "Company Details" then click on "Participation suspension settings". We'll need you to enter a valid email address - keep in mind this is the email we'll expose to suspended members if they have questions regarding why they were banned.



You'll receive an email asking you to verify the address. Once this has been done, banning will be enabled on your community.

How do I suspend someones posting privileges?

Anyone with moderation tools enabled (both employee and champion moderators) can go to a members dashboard to see this option. In the left nav bar, they will see a section called Manage Suspensions with checkboxes similar to Manage Champions



The moderator would select the checkbox, resulting in a pop-up where they would specify the reason the members participation privileges are being suspended.



How are members notified of the suspension?

When the suspended member tries to take any participation action in the community (e.g. posting a new topic, posting a reply, posting a comment, me-too'ing a topic, voting on replies, etc.), they are presented with an error message stating that their participation privileges have been suspended. The specific reason the moderator provided is displayed along with the verified email address that they can follow-up with.



Who can see when someone's been suspended

Everyone - we show a box on members profiles with the name of the community they've had their posting suspended in.



Can you lift the suspension?

Of course! Just return to that members profile and uncheck the box next to your community name. We'll ask you if you're sure, and once you confirm they'll be able to post again.


Remember folks, with great power comes great responsibility

It's best to reach out to someone (either publicly or privately) prior to revoking their participation privileges, otherwise you run the risk of getting a flood of emails from members. We all have our bad days, so making the extra effort to remind folks of the Community Guidelines can make a world of difference when cultivating your community. If you want to make sure you're being fair, we invite you to re-read our Customer-Company Pact.

We highly encourage everyone who will be using this tool on your team - champions and employees alike - to watch our presentation on how to best use this new feature.
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Morgan Sherwood

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Posted 4 years ago

  • 1
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Marije

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We've noticed this tickbox on user profile page. I couldn't find any info on your site explaining what it's for - could I find out?

Thanks.

This reply was created from a merged topic originally titled
What is "Manage Suspensions" for?.
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aussiebob, Champion

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Wow fantastic.
Many communities have been waiting for this for quite a while.
Its going to take the whole Get Satisfaction experience to another independent level.
Fantastic!!!!
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Monica

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Thank you so much for offering this new feature!

In addition to "suspension", I'd also love to see a pure "ban" feature. There are some cases when we are 100% sure we don't want that person back, nor do we want to get any follow-up emails from them. But I'm happy with what you've given us so far.

Thanks again!
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TurtleKirby101

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Thanks, this is great news! We have had trolls before and this will help us stop them.
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thonier

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Thank you!!! This is unbelievably awesome :-)
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Sam Mayo

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Brilliant! Thank you for adding this :)
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Jay R. [dlvr.it]

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I have to say, while it's nice that you finally added this after more than a year of requests, the implementation is pretty awful.

Why is there no option to ban a user from the "Remove Post" dialog? If I'm removing a user for spam, the process is now: Open spam post, hit Remove Post, type out a description, submit, hit "see topic anyway", open the user, click their ban button, then type out ANOTHER description and submit.

I had to do this three times already this morning, and let me just say, it's a real pain and a terrible workflow.
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Carri

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AWESOME, thanks so much!!

However, I wanted to let you know that your verification email has a few typos.



All the Best,
Carri
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Morgan Sherwood

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Thanks for pointing this out Carri!!
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Ryan Marcoux

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FYI - This verification email still has the same typos
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Morgan Sherwood

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Just so folks know, I posted the presentation I did yesterday during my webcast. It includes a video and everything - Enjoy!
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Ron Blaise

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How do we remove Spammers from showing up in our community? We've already suspended their accounts, but they are still showing as "Featured People"; even though we didn't feature them.

Please remove the following people from our community:
http://getsatisfaction.com/people/jue...
http://getsatisfaction.com/people/chw...
http://getsatisfaction.com/people/dpm...
http://getsatisfaction.com/people/cxz...

Thanks in advance ...
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Adam, Champion

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Hi Ron.

I apologize for the frustration. I've closed those accounts, and removed all associated topics. The "Community Members" box should update automatically as new people join your community and post topics. I can certainly understand, however, that this may not happen as quickly as you'd like, and I will certainly bring up with our product team that this feature is in need of attention.

I can't remove those spammers from the "Community Members" display but, if it would help at all, I can change the names to make them less distracting.

Let me know if you'd like me to do that.

Thanks.

Adam
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Ron Blaise

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Adam - Yes, if you can change the names to something more "real" until the profiles can be removed ...that would be appreciated.

Thanks ... Ron
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Adam, Champion

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Hey Ron. Of course - I've gone ahead and done that.
thanks, this helped me out.
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CH

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Sorry to bump an old thread.

I may be having a senior moment, but is there anywhere that we can see a view of all suspended accounts?
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Caty, Employee

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Hey CH! I'm *so* sorry for taking so long to get back to you... we must have missed this comment! Off the top of my head I'm not sure if there's a way to do that. I'll email a couple of my other team members and see if they know. Be back soon!
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Caty, Employee

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Hi again - I spoke with some teammates and it looks like we don't have a view where we can see all suspended accounts. :( I'm going to submit a feature request though because this would be very useful. Sorry!
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CH

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Thanks for getting back to me, Caty - and no probs about it not being immediate. (o:

Thanks, too, for making this a feature request - seems like something that might be handy. We aim not to suspend *too* many people, but it's handy sometimes to remind ourselves just whom we have found it necessary to suspend... mumble, mumble, sock puppets, mumble... (o: !
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Michelle L.

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Hi, I am not able to complete the email verification step.



I have resubmitted this info and waited (over the span of a few days) and have still not received the verification email. I have checked spam folders and everything else I could think of.

What am I missing?

I appreciate the support- thanks!
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Caty, Employee

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This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: Not receiving verification email for participation suspension tool