Is there a way to float an unanswered post back to the top of the feed without pinning it? - More like a boost so it is top of mind. What tools have been the most helpful?
Hi @AshleyBragg - One of the best ways to do this is to have a moderator respond to the post with someone like:
"That's a great question ______. Can you provide a little more detail on _____ so the community can better assist you?"
May may ask for something as simple like a model number, or for more information on the problem. This works really well because community members are even more likely to read a post responded to by a moderator, and shows the community you're dedicated to helping them get a response, even if your moderators are not subject matter experts.
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In our experience, some of the most important aspects of moderation to consider are best practices around what is done with content that, for whatever reason, is removed from public view on the community.
We recommend you create a Mod and Admin area (category) on your community that only Moderators, Administrators, and the Community Manager have access to. This area can be used for top-of-mind discussion within the community team. Additionally, it's a very good idea to create a board for deleted posts within this area. Then, when moderators remove content from the community, they should move it to this private board opposed to deleting it. This allows the removed content to be both documented, and reviewed anytime your team finds it necessary.
We also recommend use of the Admin Notes feature at the bottom of every community member's profile. Only Moderators and Administrators can see these notes. You can document anything out of the ordinary here - from positive engagement so multiple moderators aren't duplicating work to warnings. This can be very helpful when considering community members for a superuser program, or when reviewing bans, etc. on the community.
Manager, Moderation Services
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