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Moderation best practices

Tara Kolinsky

I'm interested leveraging the Moderation tool but would like to know if there are any best-practices before turning it on. How are folks using it currently?

Content Management

Comments

Here are a few reasons folks may want to turn on moderation:

They have salespeople who are out in the field and constantly digging in to the content library to help answer prospects questions. They may also be filling out RFPs on the fly and not paying attention to the content they may be sending back to the library. Moderation helps SMEs ensure that the content is accurate when they're speaking to clients, as well safeguard the library from folks haphazardly populating the library with bad content.
It's a great feature if your organization is in a fast moving industry and has content that is constantly changing, or offers a product or service that is constantly changing. This may mean that you're having to consistently be updating existing content, or adding in new content. Moderation will help you keep tabs on what's being added or edited.
Generally it's a just a great way to safeguard your library! Not all content is created equal and moderation will help you filter out bad content.

The biggest piece of advice I can offer as a CSM is that if you do enable it be sure you don't let QA pairs pile up in the moderation queue. If it's not something you have the bandwidth to check daily, schedule 15 - 30 minutes a week to go in and manage it. Not keeping up with the queue means that some quality content may not be making it into the library, or that existing content isn't reflecting possible updates.

Nada Kendis

Bonus: When you use moderation, you can also view comments. You can act on the comments and then resolve and delete them to clean up the content before you click Accept.

Freda Eang

I've started using the Moderation feature more regularly this year and what I find great about it (other than protecting the Q/A pairings in your current library), it can also help merge similar questions/answers so that the Answer Library is less clutter and repetitive.

Tiffany Ramos

We use it to make sure we have everything tagged properly before adding them to the library.

Linda Wesley

Moderation should be required! We depend on SMEs for content accuracy, then use moderation for final checks before moving Q&A pairs to the "active" library for general usage. In addition to duplicate/similar checks, moderation checks include readability, formatting (copy & paste often pulls in unwanted formatting), adherence to the company style guide, tags, owners, collections, star rating, and review dates.

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