Here's an example of an always-on 'Service Status' board on a Lithium Community: http://community.nowtv.com/t5/NOW-TV-Service-Status/bd-p/servicestatus   I like this idea because it trains members/visitors where to look for info when they suspect there's some kind of issue. It may also prevent them from posting all about it or sharing unofficial, incorrect ideas about any issues.    This doesn't even need to be a whole board (unless you suspect multiple outages/issues could take place at once and need separate updates). It could be a single thread that gets edited when there's something new. I agree with @lilim--If you can encourage members to subscribe to this thread, then they don't even need to come to the community to be notified when there's a change to the service status. ... View more

Hi I'm also considering this idea of a shared account that all moderators can log in to in order to action any customer PMs that have dropped in since last check. One downside I've thought of is that it wouldn't be possible to track which mods responded to which PMs in order to monitor productivity/responsiveness etc.  But then, I'm not sure how much of that can be tracked in LSI even when mods are logged in as themselves throughout their shift.  ... View more

I refer to them as 'users' when I'm talking about them as 'interactors' with the platform (from a development point of view), but I refer to them as 'customers' or 'community members' when talking about them publicly--either within the business or on the community itself.    ... View more