[wp-forums] The "moderator" hat

[it's EMG]

... Dang it, I forgot to add:

I know in the past, the volunteers all tried to not overlap with other
volunteers in the same support topics to prevent confusion re: too many
answers.

But sometimes, like in the example I gave above, more help really is
needed.  In which case, what is the best protocol on how to handle such a
situation?


On Thu, Apr 24, 2014 at 1:08 AM, it's EMG <its.emg at gmail.com> wrote:

> 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
>>> _______________________________________________
>>> wp-forums mailing list
>>> wp-forums at lists.automattic.com
>>> http://lists.automattic.com/mailman/listinfo/wp-forums
>>>
>>>
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