[wp-forums] The "moderator" hat

Thu Apr 24 09:08:35 UTC 2014

No there isn't, I don't think you need to worry about that. Sometimes you
have to answer threads to probe people for more information, which does
take them off the no-replies list but it should be the responsibility of
the original poster to provide as much information as you can for you to
provide a solution.
I don't agree with Otto and Mika that you shouldn't reply to a thread if
you don't know the answer, because most of the time the answer isn't that
complicated and all you need to do is ask a few questions to get there.
Getting off topic from your question, but that's why I do 1 sentence
replies most of the time and then only give a proper reply when I know the
answer.

On Thu, Apr 24, 2014 at 9:10 AM, it's EMG <its.emg at gmail.com> wrote:

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