You’re angry. You make an angry post and go to bed. The next day, the post is gone. You have a message from the moderator. Your post was in violation of the terms and conditions, be sure not to do it again.
That moderator, should be fired.
Lets try another scenario. The next day the post is still there. You have a message from the moderator. “why do you feel that way…?” “how can we make this better for you?” …"have you spoken to FrankSmith07 about this directly?"...”let me know if you want the post removed, it might seem very aggressive”,
Which response resolves the situation? Which response makes you feel you were listened that? Which response keeps you as an active member of a community and less likely to make the negative post again?
People do things for a reason. Your job isn’t to remove the symptom, but identify the reason. Get behind the problem and resolve it.
Problem is, if you don't delete a flame you have people going "the moderators here don't know how to do their jobs" - and then THEY feel negative and think of leaving.
The solution I've always liked is a technical one - a sin bin for posts: they're not deleted, they're in limbo until you've managed to have that conversation with the poster about why there might be a problem.
Posted by: Tom | Monday, 13 April 2009 at 14:04