@dna2016 wrote:
@ShawnC13 agree. Many times I'm sure MODS are going through useless requests because people are just typing in the "@ MODS" address for non-MOD issues. And that will definitely create slower responses for those who truly have MOD required issues.
Although this survey isn't a bad idea to get some stats (as long as there is a large enough sample size responses), however we all know there are only 3 ways to fix the wait times.
1) Hire more MODS (but that increases company expense and we the customers will loss out on those nice rewards, or the rewards will be reduced)
2) Give Oracles MOD like abilities (but then basically you'll need to pay the Oracles, which is basically like hiring, and again we the customers will have to give up on some of the rewards or reward amounts
3) Train/educate customers on what are true MOD related issues to reduce the unnecessary requests that contributes to the backlog (however we all know there will always be those bad apples that will disregard the directions given, or brand new customers who are not completely aware of how things work)
I know regarding my first 2 points people will say PM can afford to hire a few more people since Oracles are doing a lot of work and saving the company a crap load, but at the end of the day an expense is an expense, and hiring someone part-time or full-time costs more than just their hourly rate. Argument is how much money is PM losing by not hiring more MODS due to customer dissatisfaction from wait times. Not sure if stats like these are being tracked, but so far, it looks like PM is ok with the results.
I think what they can do is, upon people opening up a new thread for questions, issues, system can open a vote, on if this thread requires MOD's help. Say more than 3 people thinks this items requires MOD's help. Or the other way is a senior member review the thread, and mark the thread as MOD's attention required. Using group power to filter out the garbage requests or basic requests.
After that, the user can send the MOD a private message, attach the thread of discussion, and the MOD can know the context more. And also, these request can be prioritized because it has been discussed with multiple people, and no one can solve the issue.
If the thread is not marked as MOD's attention is required, the community will try to solve the issue on their own.
