[wp-forums] The "moderator" hat

[it's EMG]

I'm not a moderator but I was wondering (in relation to this discussion):


*Is there any way for me - or anyone else - volunteering in the forums to
'forward' a support question that ends up being unmanageable/out of my
league to someone who I know/we know would be able/better able to answer?*
Sometimes what I think is one question (based on what the person first
says/talks about) ends up being something different and where I might have
been able to help them before, I can't anymore because the REAL question is
something other than what the original seemed to be.

Thanks in advance!




On Thu, Apr 24, 2014 at 12:21 AM, Josh Lobe <joshlobe at joshlobe.com> wrote:

> Hi Otto,
> Newly 'crowned' forum moderator here.
> http://wordpress.org/support/profile/josh401
>
> I just wanted to say I came to this same realization during the latest 3.9
> update.
> I develop a pretty popular plugin "Ultimate Tinymce".
> The update to 3.9 changed so much with the inclusion of TinyMCE4, I had to
> completely rewrite my code; and create a new plugin.
> I'm sure many are aware... a LOT has changed with this update.
> If you click on my WordPress profile.. and read some replies... you can
> get a small idea of the nightmare this has been ;)
>
> In the end.. I decided last night.. not to let it aggravate me anymore.
> You can lead a horse to water... but you certainly can't make them drink.
> This is so very true with close-minded people, and trying to get them to
> understand a logical perspective.
> It's simply not going to happen.
> By remaining positive and constructive... it minimizes their urge to
> retaliate.
> Usually.. if they aren't getting a 'rise'... the conversation will stay
> more productive.
>
> I have to admit, I've made a couple statements in the forums I've
> regretted.  (many directed at me, personally :)
> But, it's helped me learn how NOT to respond.
>
> It has been a pleasure working with WordPress the past three years.. and I
> intend on staying.
> I very much appreciate the opportunity to join this group of 'elite'!
>
> Take care for now.
>
>
> On 4/24/2014 2:20 AM, Otto wrote:
>
>> On Thu, Apr 17, 2014 at 10:08 AM, andrew nevins <
>> andrew.nevins.misc at gmail.com> wrote:
>>
>>  And yes, that means we cannot be JUST ourselves when we're in the forums
>>>>
>>> because we represent a part of WordPress.
>>>
>>> I don't understand this bit, because everyone represents a part of
>>> WordPress regardless of whether they have powers.
>>>
>>
>> You, and all the other moderators, are in a position of authority. What
>> you
>> say matters. In that sense, I'd like what you say to be a) professional,
>> b)
>> factual, and c) correct.
>>
>> If you don't know an answer, that's fine. Just phone-a-friend here or
>> elsewhere and get somebody else to answer. Or let it go. You can't answer
>> everything. That's why we have many moderators and volunteers and other
>> people doing their best, all the time.
>>
>> But what I'm really seeing a lot, and which gets the most complaints, is
>> the slight snarkiness and the somewhat overbearing nature of the replies.
>>
>> It's simple really. These are people who have a problem and may be venting
>> a bit. And that's just fine. Venting doesn't hurt us. You are not the
>> defenders of the crown, and you do not have to justify anything to
>> anybody.
>> All I ask is that you be consistently helpful. If you can't help, then
>> don't try. Let it go.
>>
>> More and more, after every update, after every change that upsets
>> somebody,
>> we get complaints about the moderators. And sometimes (not always),
>> they're
>> justified complaints. Let people vent their righteous anger at the world.
>> It hurts nobody and makes them feel better. Whatever. Don't argue back,
>> don't delete their posts (you can edit out the cussing, this is a family
>> friendly forum, after all), and don't close their threads. Let 'em be
>> pissed. The only response you should give is a helpful, factual one.
>>
>> Example:
>>
>> "I'M ANGRY ABOUT THE LACK OF IMAGE BORDERS IN 3.9! BLAARRRRGGGH!"
>>
>> Response:
>>
>> "We're sorry that you don't like it. If it helps, here's a plugin, or
>> here's how to edit your theme to do whatever it is that you want to do."
>>
>> Reply:
>>
>> "ANGER! RAGE! NOT GOOD ENOUGH, YOU'RE ALL IDIOTS!"
>>
>> ... No response should be made to this. The thread should just be left to
>> die a natural death.
>>
>> We cannot solve all the problems of the world. We should not try to do so.
>> We should seek instead to be most effective at helping the most people
>> instead.
>>
>> As the great Dante Hicks once said, "Sometimes, you gotta let those
>> hard-to-reach chips go."
>>
>> -Otto
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>>
>>
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