When we initially started, the moderators would mark their replies (which were assured answers) to questions that needed little to no troubleshooting -- however that meant we would take away an essential activity for community members (yay or nay?).
We then took the step to put the onus on the authors to choose the best answer from the replies. Since then, we’re looking at a very small amount of questions being “answered”, our answer % being quite low, and multiple “questions” being left “unanswered” -- how does one tackle this problem?
- do moderators decide to mark a best answer after a particular period of time? If so what is an idea time period?
- for those who have “best answers %” as a KPI, what do you do today?
The automated email asking members to mark as best answer doesn’t seem to do the trick to pull them back in.