As Teresa mentioned in our Q1 roadmap blog post, the company is working on establishing our commitment to responding on our Meta sites and to our moderators, by setting up a new Meta engagement policy. The goal is to increase staff participation on the various Meta sites, particularly Meta Stack Overflow and Meta Stack Exchange.
One major area we need to work on is being able to respond to and manage community feedback that needs staff response or action. This post defines a process for doing that. We also need to find out how many of your questions we can realistically respond to so that we can make a reasonable commitment (both internally and externally). Below is a timeline for testing and formulating these goals.
The new process for managing community feedback:
Staff and moderators will add the status-review tag to meta questions that they feel need to be addressed by staff. This tag can be used on any meta site across the network. Questions with this tag from across the network will be automatically added to an internal tracking system.
No later than March 16th, the CM team will post documentation to MSE to ensure moderators understand when to use this tag and when it should not be used (update: posted on March 12th). Users may flag a post that they believe should be tagged status-review and the moderators or staff will decide whether to add the tag.
The CM team will support the mods so that they feel empowered to make these decisions and give them helpful feedback if they tag questions that we feel didn’t meet the guidance. We will use that information to add detail to moderator guidance or show moderators where they can find answers to these questions.
The CMs will manage and maintain the issues tracked in an internal tracking system as follows:
- The CM team will prioritize questions tagged on MSO (and international MSOs), MSE and the Moderator Team.
- Questions on child metas (not MSO or MSE) will be addressed as time allows.
In this process, the CM team will act as a kind of switchboard operator, making sure the issues escalated get in front of the right team(s) internally. Similarly, the CM team will facilitate the flow of information back to the community from said teams.
Moderators may escalate questions about moderator-specific policies and tooling to staff on the Moderator Team and they will be handled as described above.
- From now until March 15th, the CM team will work on establishing the process outlined above and the internal systems needed to support it, along with defining the commitments needed from other teams.
- From March 16th until April 30th, we will test our process: new questions asked on any meta will be tagged by staff or moderators with the status-review tag. These questions will enter a tracking system, and the CM team will triage and direct them to the appropriate contacts in the company for them to get responses out on meta. Data will be collected on the amount of staff support needed on all of our meta sites.
- On May 15th, the CM team will share the results of this test. Based on this test, we’ll define targets for how many posts we can respond to, and how quickly we can do so. (Update: Posted at Meta escalation/response process update (March-April 2020 test results, next steps))
- The targets will then be reviewed quarterly, to keep them optimized — basically make sure we’re setting realistic targets and meeting them.
The CM team will also start a question for tracking our monthly participation. It will indicate stats and other information like:
- How many posts were tagged [status-review] each month.
- What types of questions they were (top tags).
- How many we responded to, and what the median response time was.
- How many are in process.
- How many have been dropped.
Along with the stats, the post will highlight staff responses that are noteworthy, interesting or fun. We hope that being able to see this info on a regular basis will underscore our commitment to engage with Meta and also draw attention to some of the work our staff is doing to improve your experience on the Network.
This is as much a test for us, internally, as for all the communities and moderators. If it turns out that the amount of questions getting flagged for moderator attention in the scope of this process becomes untenable for bigger sites (like MSO and MSE), the CM team will work with the moderators to alleviate that workload, and possibly adjust course mid- or post-test period. In that spirit, we ask that you not bombard mods with tagging requests, particularly for years-old content.
We believe that the process we’ve outlined above is a transparent one that shows our commitment to engaging with the community. If you have any questions, please ask them in an answer and we’ll do our best to clarify. We’re looking forward to being here on MSE and the other metas more often as we work to rebuild our relationship and trust with you.
NOTE: Please don't start flagging questions as candidates for tagging until the test starts.