Question

How do you manage your moderation queue?


Curious to know how other admins manage their moderation queue in the admin portion of the site.

When you read an item -- or manually mark it as “read” -- it seems to disappear from the queue (at least until a new comment comes in). 

I’d like to maintain a zero moderation queue list, and I am curious if others do this, and what the most efficient way is to work in the moderation overview section.


4 replies

Userlevel 1

@mcooksey  I like to have a clean que as well, here’s my typical flow:

  1. Check pending/reported sections first.
  2. Check my “unread by last activity” view that I have saved, make any edits to titles/body/tags needed for those posts, and then mark them with the label “In progress JK” (my initials) if they require a response or something else after allowing time for other Community members to respond (we try to give them 24 hours).
  3. I then check all “in progress JK” posts from the day before, search for duplicate ideas/threads in the Community, and then respond if other members have not responded.
  4. Once handled I mark the posts with the label “Done JK.”
  5. I also have labels for escalation, posts with support tickets open, and a “helpful” label for all “best practices” posts.
  6. Then I just refresh the view “unread sorted by last activity” throughout the day.

@mcooksey  I like to have a clean que as well, here’s my typical flow:

  1. Check pending/reported sections first.
  2. Check my “unread by last activity” view that I have saved, make any edits to titles/body/tags needed for those posts, and then mark them with the label “In progress JK” (my initials) if they require a response or something else after allowing time for other Community members to respond (we try to give them 24 hours).
  3. I then check all “in progress JK” posts from the day before, search for duplicate ideas/threads in the Community, and then respond if other members have not responded.
  4. Once handled I mark the posts with the label “Done JK.”
  5. I also have labels for escalation, posts with support tickets open, and a “helpful” label for all “best practices” posts.
  6. Then I just refresh the view “unread sorted by last activity” throughout the day.

This is super helpful! Thank you!

Userlevel 2
Badge

Similar approach as John.

We generally work out of the Overview page most of the time and have it sorted by “Last Activity” and are sure to have the following columns enabled: Title, Type, Unread by Team, Published In, Replies, Last Activity, and Moderation Label.

I guess order of operations several times a day are:

  1. Read anything “Unread by Team” (wish we had a way to make as ‘unread’ since sometimes I check stuff, but actually want my moderator to be the one to clear that flag).
  2. Tackle anything with 0 replies in relevant forums and content types (order: questions > conversations > articles). Tackle any new replies that need follow up replies.
  3. Add Moderation Labels as needed. Ours are: Waiting on Customer, Waiting on Product, Needs Reply from Us, Researching, Product Feedback.
  4. Check Pending, Reported, and Spam. Clear, ban, or do what needs to be done.

We’ve also got a few custom views setup to show us topics with no replies (just to triple check we aren’t missing anything) and those marked for follow up (moderation label = Needs Reply from Us or Researching.

Our goal when we look through the queue is generally:

  • No customer created questions or conversations with 0 replies.
  • Ideally staff is the last activity or the question is marked with a best answer.
  • Nothing marked as waiting on us.

Similar approach as John.

We generally work out of the Overview page most of the time and have it sorted by “Last Activity” and are sure to have the following columns enabled: Title, Type, Unread by Team, Published In, Replies, Last Activity, and Moderation Label.

I guess order of operations several times a day are:

  1. Read anything “Unread by Team” (wish we had a way to make as ‘unread’ since sometimes I check stuff, but actually want my moderator to be the one to clear that flag).
  2. Tackle anything with 0 replies in relevant forums and content types (order: questions > conversations > articles). Tackle any new replies that need follow up replies.
  3. Add Moderation Labels as needed. Ours are: Waiting on Customer, Waiting on Product, Needs Reply from Us, Researching, Product Feedback.
  4. Check Pending, Reported, and Spam. Clear, ban, or do what needs to be done.

We’ve also got a few custom views setup to show us topics with no replies (just to triple check we aren’t missing anything) and those marked for follow up (moderation label = Needs Reply from Us or Researching.

Our goal when we look through the queue is generally:

  • No customer created questions or conversations with 0 replies.
  • Ideally staff is the last activity or the question is marked with a best answer.
  • Nothing marked as waiting on us.

Thank you so much! I appreciate the very detailed info!

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