Staff attn: Volunteer thread tagging issues
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@Staff
re: Updating this support doc https://en.support.wordpress.com/wordpress-com-volunteers/I keep running into threads that have “not a wp.com site” typed into the sidebar tags and no response at all in the thread. Please update the support doc new Volunteers stop doing that.
I also keep running into threads that are tagged “duplicate” in the sidebar and yet none of the other threads have a response in them.
Please update the support doc new Volunteers stop doing that.
They ought to be instructed not to type any tags at all into any threads unless they have responded. Otherwise these threads are going to fall through the cracks.
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Got it, @timethief. I think I’ve responded where I’ve tagged (I might have messed one up) but it is a good reminder. Thanks.
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Hi there,
When there are multiple threads posted by the same person unless you answer one of them do not tag any threads with duplicate or else the issue will fall through the cracks.
When you not a site is not hosted by wordpress.COM, do not post tag any tag at all unless you actually provide a response in that thread please.
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You didn’t know so there’s nothing to be sorry about. :) The bottom line is post no tags at all unless you actually deal with an issue.
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This is a good reminder and what all of the volunteers should be careful about.
Thanks :)
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I only tag stuff that I’ve personally been involved in but just so we’re singing from the same hymn sheet… should we be tagging “not a wp.com blog” or “not a wp.com site”. I’ve tended to use “site”. Perhaps I’m wrong?
And does “Duplicate” always need a capital “D” to work?
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should we be tagging “not a wp.com blog” or “not a wp.com site”. I’ve tended to use “site”. Perhaps I’m wrong?
Either one will do. I prefer “not a wp.com site”.
And does “Duplicate” always need a capital “D” to work?
No.
P.S. As you can tell, brevity is not my strong suit. ;) When it comes to providing concise and accurate support, your answers rock!
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Here is an example of what I mean:
https://en.forums.wordpress.com/profile/olenekb
Both threads were tagged Duplicate and no response was posted into either thread so I posted one. -
Hi! Regarding tags such as “not a WP.com site,” I have used that tag on topics in cases where I didn’t feel I had the time to provide a response. I’ve got a few generic responses stored away that can be adapted to any particular case, but they’re not all that readily available to me, and sometimes I’m short of time, so I may pass.
I’m not arguing that it’s right to add tags without responding, but it’s not clear to me why or how adding an informative tag is not helpful to the next responder that comes along, nor how it may be a hindrance to getting the topic responded to properly.
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I keep running into threads that have “not a wp.com site” typed into the sidebar tags and no response at all in the thread. Please update the support doc new Volunteers stop doing that.
Given the number of such threads on any given day, whether forum volunteers wish to point the user in the direction of the ORG forums is up to them, in my opinion. STAFF: For my 2¢ (yet again) this is an issue that needs to be resolved at the dashboard contact form level rather than requiring someone to eyeball it in the forums.
And whether the tag is not a wpcom site or not a wpcom blog really makes no difference. Thank you for tagging!
I also keep running into threads that are tagged “duplicate” in the sidebar and yet none of the other threads have a response in them.
If those duplicate threads are EXACT duplicates of each other, then yes please answer one of them, but there really is no need to answer the others. Tag them as duplicates and they will be reviewed and handled as needed.
And thank you for taking a moment to check first if there are duplicates before you answer a thread. :)
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And although I’ve mentioned it elsewhere, I’d like to use this opportunity to remind all our forum volunteers that if you answer a forum post or come across a forum post where someone has added their email in a way that the forum software doesn’t redact it, a password, phone number, address or any such type of personal information, including receipt and transaction numbers, please MODLOOK the thread and tag it with “remove personal info”
Thanks for your help!
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@justjennifer Thank you for the clarifications. I think, although, there were probably only a few that I tagged without responding. I’ve been subscribing to more than answering them, to try to learn things.
But, here is my question:
So, do the tags mess with how fast something is answered? I’ve been in support before, and sometimes we’d have people whose whole job was to figure out the subject of a call (in that case it was a call) so the question would go to the right team, who would then answer it quickly.
I thought tags might work that way, but maybe they don’t? Understanding the process always helps me. Thank you, all!
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Hi @happyathometoday I’m not sure I understand what you mean by “mess with”. Adding unique and relevant tags helps us forum volunteers find similar topics to review recent threads even before answering a question. This is a community, peer-to-peer support forum. (Again, direct support by Staff is available to those with a paid upgrade. When those users post in the contact form at https://wordpress.com/help/contact their query is routed directly to Support staff.)
The only tag that gets Staff priority is MODLOOK when we forum volunteers cannot assist a user because it needs Staff assistance. If you click on that tag from time to time you can get an idea of the types of things this includes. (If no threads are currently tagged MODLOOK, that page will load the tag cloud.)
If you haven’t read it yet, you might find this support guide informative: https://en.support.wordpress.com/wordpress-com-volunteers/ :)
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