Thanks for your reply I actually found this detail under the combined data export in the smart view. ... View more

Thanks Lorraine really appreciate the advise.  One thing that do use is a 'best practice guide' which is a really great support tool to help any new guys while they go through the transition into a Social Care role. This is probably similar to what you refer to as the 'big stuff' also QA forms and regular coaching seem to creating a culture of confidence on the team. Thanks again Elaine ... View more

Hi Larry, Thanks so much for your advice it is greatly appreciated and i will certainly be taking it onboard. I particularly like the suggestion around reviewing and comparing current v's previous moderators.  I have sent the team links to some really useful learning modules on Lithium Campus which i'm sure will give them the basis they need to get started but as you say it will take time. In your previous role did you manage a Social media team also or was it all moderators on Communities? The team i manage are also responsible for providing customer care via Social Media i.e. Twitter/Facebook so any advice you can give me on improving the skillset here is also welcomed and appreciated. Thanks and regards, Elaine ... View more