topic Re: Update to forum rules required! in Community Site Feedback

Update to forum rules required!

jelv — Mon, 24 Apr 2017 18:18:09 GMT

https://community.plus.net/t5/Community-Announcements/Forum-Rules/td-p/1167432

The Help Team are Plusnet staff who monitor and respond to issues in the forums and currently consists of:

Ben, Adam, Harry, Chris, Matty C and Matthew W.

Re: Update to forum rules required!

rongtw — Mon, 24 Apr 2017 18:34:09 GMT

Maybe a point to Add,, community mods are not staff but customers too

Re: Update to forum rules required!

Mav — Mon, 24 Apr 2017 18:41:32 GMT

That is covered just above @jelv's quote:

The forums are moderated by a team of customers; Adie (dvorak), Mike (Mav) and Dick (Strat).

Re: Update to forum rules required!

rongtw — Mon, 24 Apr 2017 19:07:34 GMT

@Mav TBH i have never read the rules

Re: Update to forum rules required!

jelv — Mon, 24 Apr 2017 22:09:12 GMT

With the number of posts we see which include CSC names or quote the preceding post it's pretty obvious that you are far from alone in not having read the rules!

Re: Update to forum rules required!

JonoH — Wed, 26 Apr 2017 08:47:34 GMT

Good shout Jelv,

I'll look at getting it changed, do you think we should keep updating the names or go for something more generic like

The Plusnet Help Team are Plusnet staff who monitor and respond to issues in the forums

Re: Update to forum rules required!

maranello — Wed, 26 Apr 2017 08:58:55 GMT

@JonoH

Could you shed any light on the reason behind the increase in staff members assigned to the help team, as evident from recent posts in the Introductions section. As well as some new names, it seems that existing staff members (Anoush for example) have been transferred to the team even though in Anoush's case he has been providing much welcomed and appreciated help via this forum for some time.

Re: Update to forum rules required!

jelv — Wed, 26 Apr 2017 10:12:20 GMT

@JonoH wrote:

I'll look at getting it changed, do you think we should keep updating the names or go for something more generic like

The Plusnet Help Team are Plusnet staff who monitor and respond to issues in the forums

No to the generic - because in the rules it says:

If you ever have reason to question the actions of a moderator you should try and resolve your issue directly with the moderation team via Private Message (PM), if your issue is not resolved please contact the Plusnet Help Team via PM. They will liaise with the moderators and make a final decision on your case.

People need to know who they are to be able to do that.

Re: Update to forum rules required!

JonoH — Wed, 26 Apr 2017 10:48:09 GMT

@maranello

I was wondering if someone would ask

We've been recruiting heavily into the call centre recently to to try to improve wait times, whilst doing that we've also looked at our social media and forum presence, listened to what people on the forums have been saying about the support here and decided that we need more people to offer the service that we'd like.

Over the next few months you'll hopefully notice changes in the way that we respond and how we hope to help resolve customers issues.

Re: Update to forum rules required!

Chris — Wed, 26 Apr 2017 11:23:03 GMT

@jelv wrote:

https://community.plus.net/t5/Community-Announcements/Forum-Rules/td-p/1167432

The Help Team are Plusnet staff who monitor and respond to issues in the forums and currently consists of:

Ben, Adam, Harry, Chris, Matty C and Matthew W.

Done

Re: Update to forum rules required!

Townman — Wed, 26 Apr 2017 14:37:00 GMT

@Chris,

~~Some of those mentioned gave had 'personality' changes. Unless they are to be undone as suggested possible by~~ @jaread83 ~~elsewhere~~, would @links to the people (~~with real names in brackets~~) be more useful?

OK so there was a phone call delay in between me reading the update, starting my post ... and finishing it ... during which you made the substantive change - thank you!