[wp-forums] The "moderator" hat

Thu Apr 24 09:10:13 UTC 2014

It sounds bad, but it's not really. You're at least providing the next guy
who comes to help the OP with loads of info.

On Thu, Apr 24, 2014 at 10:08 AM, andrew nevins <
andrew.nevins.misc at gmail.com> wrote:

> 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
>> >>> _______________________________________________
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>> >>>
>> >>>
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>> >
>> >
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