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%3CDIV%20class%3D%22lia-message-template-content-zone%22%3E%3CLINGO-SUB%20id%3D%22lingo-sub-207611%22%20slang%3D%22en-US%22%3EWhat%20are%20some%20of%20the%20best%20practices%20for%20mails%2C%20when%20someone%20replies%20to%20your%20question%20on%20a%20community.%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-207611%22%20slang%3D%22en-US%22%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-207880%22%20slang%3D%22en-US%22%3ERe%3A%20What%20are%20some%20of%20the%20best%20practices%20for%20mails%2C%20when%20someone%20replies%20to%20your%20question%20on%20a%20commun%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-207880%22%20slang%3D%22en-US%22%3E%3CP%3EGood%20stuff%26nbsp%3B%3CA%20href%3D%22http%3A%2F%2Fcommunity.lithium.com%2Ft5%2Fuser%2Fviewprofilepage%2Fuser-id%2F60%22%20rel%3D%22noopener%20noreferrer%22%3E%40RobbL%3C%2FA%3E%2C%20I%20agree.%26nbsp%3B%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3ECommunity%20moderators%20can%20also%20certainly%20mark%20one%20of%20the%20replies%20to%20a%20message%20as%20an%20Accepted%20Solution%2C%20which%20can%20help%20promote%20and%20encourage%20the%20use%20of%20Accepted%20Solutions.%20And%20your%20team%20should%20definately%20be%20striving%20to%20provide%20answers%20for%20any%20questions%20that%20don't%20get%20a%20response%20within%20your%20desired%20timeframe.%26nbsp%3B%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3EI%20would%20just%20note%20some%20small%20amount%20of%20caution%20about%20marking%20existing%20replies%20as%20solutions%20yourselves%20-%20you%20want%20your%20team%20to%20be%20sure%20that%20the%20solution%20has%20solved%20the%20issue%20to%20the%20original%20poster%E2%80%99s%20satisfaction.%20Often%20users%20say%20thank%20you%2C%20that%20worked%2C%20great%20solution%20etc%20in%20a%20reply%20but%20don't%20mark%20it%20as%20a%20solution.%20In%20those%20cases%20your%20team%20should%20definately%20do%20it%20for%20them.%20You%20might%20also%20get%20them%20to%20reply%20and%20say%20something%20like%20%22you're%20welcome%2C%20and%20we've%20taken%20the%20liberty%20of%20marking%20the%20reply%20as%20an%20Accepted%20Solution%20so%20that%20others%20can%20more%20easily%20find%20it.%22%20Again%2C%20helping%20to%20reinforce%20the%20importance%20of%20using%20the%20functionality%20to%20everyone.%26nbsp%3B%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3EJason%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%3C%2FP%3E%0A%3CP%3E%26nbsp%3B%26nbsp%3B%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-207871%22%20slang%3D%22en-US%22%3ERe%3A%20What%20are%20some%20of%20the%20best%20practices%20for%20mails%2C%20when%20someone%20replies%20to%20your%20question%20on%20a%20commun%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-207871%22%20slang%3D%22en-US%22%3E%3CP%3EI%20would%20recommend%20considering%20one%20additional%20step%20to%20Jason's%20excellent%20reply.%20Because%20of%20the%20value%20to%20the%20community%20and%20users%20to%20having%20Accepted%20Solutions%2C%20I%20would%20consider%20using%20internal%20resources%20such%20as%20people%20from%20support%20to%20select%20a%20reply%20as%20a%20solution%2C%20or%20even%20provide%20a%20reply%2C%20to%20questions%20that%20are%20getting%20lots%20of%20views.%20You%20can%20easily%20go%20into%20LSI%2C%20click%20on%20Content%2C%26nbsp%3B%20Forums%2C%20and%20then%20Conversations%20a%20bit%20to%20the%20right.%20If%20you%20didn't%20change%20the%20date%20range%20or%20the%20scope%2C%20you%20are%20seeing%20the%20most%20viewed%20Topics%20across%20the%20community%2C%20over%20the%20last%2030%20days.%20For%20any%20that%20are%20from%20public%20forums%2C%20these%20views%20are%20likely%20mostly%20coming%20through%20external%20search.%20If%20they%20have%20Solution%20views%20in%20the%20last%20column%2C%20you%20are%20in%20good%20shape%20(although%20it%20never%20hurts%20to%20review%20the%20solution%20for%20accuracy%20and%20whether%20it%20is%20still%20current).%20But%20if%20Solution%20Views%20is%200%2C%20at%20least%20for%20the%20top%2010%2C%20I%20would%20strongly%20consider%20asking%20Support%20or%20someone%20with%20the%20appropriate%20expertise%20to%20create%20a%20reply%20that%20contains%20the%20solution.%20These%20top%2010%20might%20also%20make%20great%20content%20for%20a%20blog%20article%2C%20since%20we%20know%20this%20is%20the%20information%20that%20users%20are%20seeking.%20Don't%20be%20surprised%20to%20find%20that%20some%20or%20many%20of%20the%20top%2010%20may%20have%20been%20created%20some%20time%20ago.%20You%20can%20also%20click%20back%20on%20Forums%20on%20the%20left%20and%20drill%20into%20specific%20forums%2C%20particularly%20if%20some%20are%20more%20oriented%20towards%20support.%3C%2FP%3E%3C%2FLINGO-BODY%3E%3CLINGO-SUB%20id%3D%22lingo-sub-207774%22%20slang%3D%22en-US%22%3ERe%3A%20What%20are%20some%20of%20the%20best%20practices%20for%20mails%2C%20when%20someone%20replies%20to%20your%20question%20on%20a%20commun%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-207774%22%20slang%3D%22en-US%22%3E%3CP%3E%3CA%20href%3D%22http%3A%2F%2Fcommunity.lithium.c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What are some of the best practices for mails, when someone replies to your question on a community.

 
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Honored Contributor Honored Contributor
Honored Contributor

Re: What are some of the best practices for mails, when someone replies to your question on a commun

Hi @lucianabueno -- can you expand more on your question? Do you mean the email notification that users receive when they receive a reply to their topic?

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Lili McDonald
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New Commentator

Re: What are some of the best practices for mails, when someone replies to your question on a commun

Yes, exactly that. What are the best practices for this. If you have examples of the emails, that'd be great! We have a small community and we're not receiving too many accepted solutions. Maybe the system email is not clear enough.

 

Thanks!

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Honored Contributor Honored Contributor
Honored Contributor

Re: What are some of the best practices for mails, when someone replies to your question on a commun

@lucianabueno

 

I'd recommend to keep it simple.

 

Just a title like "Your <CommunityName> post got replies!" and a body like "Hi <Username>, Good news! Helpful members have replied to your post. <Topic> We hope you found their replies helpful. Feel free to post again to continue the discussion. If you got the help you needed, please click on the “Accept as Solution” icon on the post. This helps lets other community members find helpful answers on <CommunityName>. Thanks for joining the discussion!"

 

Also, the accepted reminder solution alone shouldn't be your only tool in trying to increase the number of posts marked as solutions. 

 

When I started at my previous community, use of the Accepted Solutions was very, very low. This surprised me as it was a support based community, we had strong numbers of superusers and a high percentage of resolved posts. It was clear we had to make Accepted Solutions more prominent. 

 

We used a number of mechanisms to successfully increase the number of Accepted Solutions. Some of them might also work for you. Here's what we did:

 

- Introduce a much more prominent green tick logo on Accepted Solutions to make them really stand out at browsing level

 

- List the latest Accepted Solutions prominently on the front page to highlight how many and how often posts were being solved

 

- Use leaderboards prominently to highlight users who were authoring the most solutions

 

- Advertise the use of the Accepted Solutions functionality in moderator signatures

 

- Use the Accepted Solutions reminder email to alert users 7 days after they started a thread that their post had received replies

 

- Highlight Accepted Solutions in FAQs, welcome posts, help text, weekly community updates, etc

 

- Educate the moderation team to mark answers as solutions if it was obvious that the user's issue/question had been successfully resolved. Eg they had come back and said "Yes, that's fixed it" but just hadn't click on the Accept as Solution button.

 

Good luck,

 

Jason

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Lithium Alumni (Retired) Lithium Alumni (Retired)
Lithium Alumni (Retired)

Re: What are some of the best practices for mails, when someone replies to your question on a commun

I would recommend considering one additional step to Jason's excellent reply. Because of the value to the community and users to having Accepted Solutions, I would consider using internal resources such as people from support to select a reply as a solution, or even provide a reply, to questions that are getting lots of views. You can easily go into LSI, click on Content,  Forums, and then Conversations a bit to the right. If you didn't change the date range or the scope, you are seeing the most viewed Topics across the community, over the last 30 days. For any that are from public forums, these views are likely mostly coming through external search. If they have Solution views in the last column, you are in good shape (although it never hurts to review the solution for accuracy and whether it is still current). But if Solution Views is 0, at least for the top 10, I would strongly consider asking Support or someone with the appropriate expertise to create a reply that contains the solution. These top 10 might also make great content for a blog article, since we know this is the information that users are seeking. Don't be surprised to find that some or many of the top 10 may have been created some time ago. You can also click back on Forums on the left and drill into specific forums, particularly if some are more oriented towards support.



If my post answers your question, please mark it as an "Accepted Solution."
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Honored Contributor Honored Contributor
Honored Contributor

Re: What are some of the best practices for mails, when someone replies to your question on a commun

Good stuff @RobbL, I agree. 

 

Community moderators can also certainly mark one of the replies to a message as an Accepted Solution, which can help promote and encourage the use of Accepted Solutions. And your team should definately be striving to provide answers for any questions that don't get a response within your desired timeframe. 

 

I would just note some small amount of caution about marking existing replies as solutions yourselves - you want your team to be sure that the solution has solved the issue to the original poster’s satisfaction. Often users say thank you, that worked, great solution etc in a reply but don't mark it as a solution. In those cases your team should definately do it for them. You might also get them to reply and say something like "you're welcome, and we've taken the liberty of marking the reply as an Accepted Solution so that others can more easily find it." Again, helping to reinforce the importance of using the functionality to everyone. 

 

Jason

 

  

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