Survey Results for Moderation Questions

[Captain Ewok 1,891]

As promised, the "moderation question" portion of the recent survey that I sent out is being published (see below). These are the RAW results. Roughly 1260 people responded to the survey (sent to members active in the last last 60 days). The rest of the survey (and this) will be used to make changes at VisaJourney that the survey reflected members wanted. Those changes will be coming soon .

[Captain Ewok 1,891]

As promised, the "moderation question" portion of the recent survey that I sent out is being published (see below). These are the RAW results. Roughly 1260 people responded to the survey (sent to members active in the last last 60 days). The rest of the survey (and this) will be used to make changes at VisaJourney that the survey reflected members wanted. Those changes will be coming soon .

I am cross posting something I sent to the mods regarding Q10a. The results of that Q showed that slightly more than half of the people that reported a TOS violation (or other concern) with a mod / admin did not feel like their concern was addressed.

My best guess is that when we take action on something (or no action if we find it to be ok and not a TOS violation) that people may assume if we do not reply that we did not look into it. I may create an auto response to reports telling people that we may not reply but will certainly review the report on its merits per the TOS.

Overall only 5 to 6 percent of people that responded indicated that they felt moderation was "too much" or "not very helpful". That is pretty good on the whole however it would be great to lower that even further. This is a good baseline to start with though and we can re-eval in the future with additional changes hopefully improving the results.

[Otto 83]

1260 responses - sounds like a good turnout.

[w¡n9Nµ7 §£@¥€r 123]

10a... of the 340 respondents who have contacted a moderator or admin with a concern, 190 (56%) feel their concerns were not addressed and 150 (44%) feel they were.

Put another way, among 'customers' who call your help desk, you have a 44% customer sat rating.

That's not good.

Edited November 24, 2009 by w¡n9Nµ7 §£@¥€r

[Captain Ewok 1,891]

10a... of the 340 respondents who have contacted a moderator or admin with a concern, 190 (56%) feel their concerns were not addressed and 150 (44%) feel they were.

Put another way, among 'customers' who call your help desk, you have a 44% customer sat rating.

That's not good.

Fully agree. That said lot of the time this is because we do not communicate that a member may not get a response back if we have looked into their issue and solved it (tos issues for example). That said, nearly 92 percent of people said that VJ moderation was average or very helpful. Only about 10 % of people have also reported an issue to a mod or admin. All this said, I would like to improve on giving feedback to members that do report something so they walk away knowing we attempted to help them. The other mods agree and I will be adding a couple tools to make this easier .

[w¡n9Nµ7 §£@¥€r 123]

I would like to improve on giving feedback to members that do report something so they walk away knowing we attempted to help them. The other mods agree and I will be adding a couple tools to make this easier .

Two thoughts.

First, yes I believe you're right. Filling out the feedback loop will help.

Second, I find your choice of emoticons most odd

[Captain Ewok 1,891]

I would like to improve on giving feedback to members that do report something so they walk away knowing we attempted to help them. The other mods agree and I will be adding a couple tools to make this easier .

Two thoughts.

First, yes I believe you're right. Filling out the feedback loop will help.

Second, I find your choice of emoticons most odd

That emotion was that the main issue is that the current system does not lend well to "follow ups" and that the blame is on the software (and my lack of providing something better -- I will take the blame). I am going to add something to help. I even thought of installing a formal trouble ticket system but the new forums software we will upgrade to has this built in.

[Peikko 1,575]

How was this survey conducted? I didn't even know it was going on...

[Captain Ewok 1,891]

Sent to all the registered members (with valid email) who were active in the last couple months. Sometimes the email goes to peoples spam folder (who knows why).

[Peikko 1,575]

I expect that is where it went then, to spam heaven.

[w¡n9Nµ7 §£@¥€r 123]

ps. im laughing at the other topics.... not this one.

[TracyTN 237]

I just hate that I missed RJ's 7 page (now locked) topic. But at any rate, I assume the idea of appointing deputy mods for the upper forums has gone by the wayside?

[Captain Ewok 1,891]

I just hate that I missed RJ's 7 page (now locked) topic. But at any rate, I assume the idea of appointing deputy mods for the upper forums has gone by the wayside?

If you assume th(, then you assume wrong. I have an active I vite out to a member for the first upper forum already and am waiting for their decision. We already have a second Deputy Mod for the Phillippines forum (very helpful for language issues).

[TracyTN 237]

Just hadn't heard anything - had no way to know an invite had been extended, and I guess I missed the announcement on the Phils mod.

[Captain Ewok 1,891]

I plan to announce several at once, once I get them on board, vesus several different announcements.