We have an upcoming webinar on April 8th to cover our Reward & Recognition Series at length with guest speaker @elinares - Erick Linares, Community Manager & Social Care at Pandora.
Please RSVP at the link below and we'll see you on Thursday, April 8th at 10AM Central!
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In the previous blog post, we wrote about designing the community for effective rewards and recognition, starting with the user's successful first visit to the community. Now, let’s take a look at building a recognition program for your valuable users and superusers.
Before you start building your recognition program
It would be best if you gave your community time to grow. It could take six months to one year before you decide to start setting the foundation for your recognition program. Take this time to encourage returning users by thanking them for their time and recognizing their community contributions. You can do this by messaging them privately, publicly acknowledging their contributions in a community newsletter, or featuring their valuable posts.
During your community’s first year, it is important to begin setting a positive example for users with your moderation team. Effective moderation helps set a positive tone in the community and encourages users to follow suit. When deciding upon users to recognize in your future recognition program, you’ll want them to be upstanding users in the community, not just providing value but being an example other users can look up to. Getting those types of well-behaved users starts with great moderation from the start.
Consider prerequisites to starting your recognition program
When you begin planning your recognition program, you should have some users in mind whom you’d like to recognize their effective moderation and relationship building with users.
Despite this, begin with a set of guidelines. Who is the ideal candidate for this type of program? What criteria must they meet? Are they providing value to the community, or are they only statistically significant? A recognition program is special. You won’t just pick any superuser in the community, and you need to develop a set of criteria. Here is an example:
Must be a member for at least six months
Be a role model to others in the community (aka follow the rules!)
Contribute valuable discussions and insights to the community
It can be as simple as that, but it is important to set guidelines that these users must follow if they are admitted into the program. To keep their special status, they must continue to meet the criteria for the program. One option you should consider is a time-based approach, where you review and add/remove members to the program on a regular cadence (every six months or once every year). This is best to ensure you keep the program fresh and each member who is currently recognized meets the criteria.
How do we adequately reward these members that are admitted to a recognition program?
It is important that they are recognized using standard gamification tactics via a special rank and badge. You can use a private Group Hub to collaborate and build your relationships with your users. Simply giving your time or offering time from your company (product team, for example) is a valuable reward for these users.
These are the most important steps in starting your journey towards a great recognition program for your community. As reviewed in our Engage session , there are other tips, which cover creating a strategy for launching your recognition program.
Questions? Comments? Thoughts?
If you have any questions on the tips provided, please comment below, and I’ll get back to you!
Designing for Effective Gamification
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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).
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Good to know! There's a couple more things:
In Studio, you can add a "Private Statistics" component to your user profile page that is only visible to the user and the admins / moderators. This has the email address field visible in the component. Test this out in stage before pushing to your production.
If you grant moderators the permissions to "View user reports in Admin" and "View metrics in the Admin" - they will be able to pull email addresses from all users in Community Admin > Metrics > User Reports tab.
Hope this helps!
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The only permission that can be granted to give them access to "Edit Users" within Mod Tools is the "Update Communities" permission. This will give them access to many aspects of Community Admin, which you may not want such as Users, System, and Content tabs.
I suspect the reason for this being combined into the "Update communities" permission is that the "Edit Users" option in Mod Tools gives the ability to update a user's SSO ID, which general moderators should stay away from typically.
Another alternative for you could be to instruct moderators to update usernames and email addresses by editing the user's settings (they can access this through the "Moderator Controls" component by selecting "View/manage this user's settings").
If you are needing them to update SSO ID's, this tab for "Edit Users" within Mod Tools is the only way to do that.
I highly recommend posting this as an idea in our Idea Exchange as well, and post back here to link your idea once you do!
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