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Valued Contributor

Team members want more control - pinning, spammers, etc

Team members in a forum want more permissions in a forum. I want to empower them, I have the role set up already.

 

But I had a few basic questions.

Is the report inappropriate content the best way for moderation? When someone does that, does it automatically come down?

 

I want to enable them to take down spammy messages instantly, today I see the abuse reports and can take things down, is there a setting in the role that I can turn on to let them take content down, ban users, etc?

 

Also, how do I turn on or off the ability to pin content? Is that a button in the role permissions? I didn't see it in the list?

 

On a more general note - How do you best set up moderators, with which documentation? Which features do you point them to?

 

Thanks!!

7 Replies 7
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Occasional Advisor

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Khoros Staff

Hi Deirdre,

Hope you are doing well!  Here's my take:

Is the report inappropriate content the best way for moderation? When someone does that, does it automatically come down?

Users can select "Report inappropriate content" and it will generate an abuse report that moderators can view.  The content is NOT taken down or rejected when this happens.  Abuse reports are usually handled by the community's moderation team solely, and not by superusers or employees with elevated permissions. 

Let's also define "team members", are these other employees?  If you are looking at giving team members more power in the community and want them to begin helping out with abuse reports, these users will need to be able to moderate all content in the community.

 

I want to enable them to take down spammy messages instantly, today I see the abuse reports and can take things down, is there a setting in the role that I can turn on to let them take content down, ban users, etc?

You can set their permissions to ban users and mark posts as spam.  Also be sure that "Spam management" is turned on (which you can check in Community Admin > Mod Tools tab).

 

Also, how do I turn on or off the ability to pin content? Is that a button in the role permissions? I didn't see it in the list?

To allow moderators to pin / float content to the top of the board, that permission is called "Float posts and topics for all users".  In the post options menu, moderators will see the option "Float topic for all users".

 

How do you best set up moderators, with which documentation? Which features do you point them to?

You can best set up moderators by giving them the default "Moderator" role.  To give them the appropriate documentation, do you have a list of moderator guidelines in your community?  We have an example that I'll attach here that you can draw from, with instructions on what to do and what tools to use (and when).

Larry Imgrund
Sr. Community Strategist
Khoros
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Thanks Larry! @trevalex See some details here on the topics we've been discussing.

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Let's also define "team members", are these other employees?  If you are looking at giving team members more power in the community and want them to begin helping out with abuse reports, these users will need to be able to moderate all content in the community.

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Honored Contributor

@deirdreyee 

We had the same struggle and we really want our community of superusers to be able to monitor the community and help moderate when things get out of control.

The tools to do that are very very limited without giving full moderation capabilities. It feels to me there is an all or nothing approach when we really want a more "in the middle" control.

For example have superusers ban users, mark all user content as spam and review images before they get posted. Not possible without giving the moderation role.

HOWEVER!
We were able, together with our partner Grazitti, to develop a Ban User feature EXCLUSIVELY for those who have the permission, through a role created for this purpose. With this Ban User feature experts can ban spammy users, which is a big issue on our community especially during weekends and non-moderation hours. They can then move the posts to a spam folder through the Move permission and Expert feel much more in control and not like they have to stand by and watch a spammer pollute the community.

 

image.png

 Here is how it works.

  • An additional role enables the Ban User option on the bottom of a user's profile page.
  • The Ban user option will appear for new users levels only (so that experts can't ban a regular user because spammers usually are new users)
  • One click on the Ban user will activate the user ban. The users posting spam is now banned. The button changed to "unban" in case experts need to undo the ban.
  • The content the user has posted is not automatically removed from the community. To ensure the content is removed it has to be moved to the Spam board or flag it to a moderator.
  • Moderators will regularly review the Ban User list and the content moved to the spam folder. They review the abuse reports quite regularly as well. 

Our experts are spread across the globe and with this we get a beautiful "follow the sun" coverage and by banning spammers as quickly as possible they will soon learn that our community is well protected and hopefully we exhaust their efforts to the point that they will give up and move on.  

Thanks again to the skills of @Parshant we were able to do this.

Cheers.
Wendy

Learning from others and helping where I can!
Community Passionista!
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Valued Contributor

Thanks Wendy! We did want to be able to toggle this on by place. And it's gret to hear what you've developed to address a similar need. To answer the previous comment, team members are a subset of employees. But they could be customers, partners, super users in the future. So if I'm a key 'owner' for a forum, I could have permissions there, but not for the whole community. In this case we were thinking of about 20 employees. It would be role based. @trevalex  not sure if you saw my mention here or the discussion.

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Honored Contributor

Thank you @Wendy_S , Its just because of your super sonic thoughts.

 

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