Moderator guidelines
Community Help is monitored and maintained by administrators and moderators. Members who are registered with adobe.com and currently logged in can contribute to Community Help by posting comments or by rating content. Anonymous visitors can browse and search, but cannot interact with the content.
Community roles
Anonymous---Any visitor who is not logged in. Anonymous visitors can browse and search but they cannot interact with content or with other users.
Registered members---Any visitor with a valid Adobe ID who is currently logged in. Registered members can participate in the community by commenting, creating profiles, and rating content.
Moderators---Product experts inside or outside of Adobe who monitor comments, facilitate discussions, and share their knowledge (designers, authors, trainers, developers).
Administrators---Product experts who have access to internal systems and processes (documentation writers, product managers, engineers, technical support leads). Adminstrators are employed by Adobe or its agents.
Moderator role
As a moderator, you play a central role in the community. You are the eyes and ears for Adobe in the community and provide leadership in the overall dialog.
- Contribute comments of your own to fix or enhance Adobe content.
- Suggest content (URLs) to be indexed in Community Help.
- Moderate comments posted by members.
- Identify active community members to recommend as moderators.
- Participate in discussions with administrators and other moderators.
(First steps for a new moderator)
Note
- You acknowledge and agree that you are not an agent of Adobe in your role as moderator. You represent yourself, and will not act as a representative of Adobe or speak on behalf of Adobe.
- You acknowledge and agree that Adobe can remove your moderator status and privileges whenever Adobe chooses to.
Contributing comments of your own
Whenever you can, share your expertise! The community can benefit from comments that occur to you as you review indexed articles, either original comments or responding to others' comments. You can answer questions from other members, improve articles by pointing out gaps or suggesting ways to fill gaps, and post code snippets or tips. Another moderator will review your comments, and you will be awarded points like any other commenter.
Suggesting content to be indexed in Community Help
Because the community is constantly adding and updating content, we need your help to keep our search index updated. As you find great new pages or sites, please send index suggestions to the Adobe community administrator for the product. You can also link new content to a relevant existing page by means of a comment. New content increases the value and usefulness of Community Help for everyone.
You will be awarded 5 points for each content suggestion approved by administrators.
Workflow overview: Moderating comments posted by members
Click to view Workflow Overview graphic .
1. Go to the Administration Dashboard.
2. Sign in if you are not already signed in.
3. Select a comment marked as New.
4. Decide whether to approve the comment or reject the comment or escalate the comment to Adobe administrators. You can also choose to follow up on a comment by investigating the comment's validity and returning later to approve or reject it.
- When you approve a comment, you also decide whether to award points to the commenter.
- When you reject a comment, it is removed from the article. You also decide whether to suggest that the commenter redirect the comment elsewhere.
- When you hold a comment for follow-up investigation, once you are prepared to moderate the comment, either approve it and decide how many points to award or reject it.
- When you escalate a comment to administrators, leave the status of the comment set to New. Generally, an administrator will quickly identify the root of the problem and resolve the situation by posting a comment and contacting the commenter directly via e-mail.
5. Consider whether it would be useful to those reading the comment for you to post a comment of your own in response. Sometimes a direct e-mail message is the best way to explain something to a commenter. You can click the e-mail icon next to the commenter's name in the comments list to send a personal message without revealing your own e-mail address.
Recommending members to be moderators
Have you seen a member who has made lots of great contributions? Recommend them by sending an e-mail message to your product administrator. Community Help tracks member activity and automatically nominates exceptional members who meet a point threshold.
Participating in discussions
Community Help is new. We need your help to establish best practices for administrators and moderators. You can help us understand what works and what doesn't. Share your ideas and feedback in the ion-advisors Google group.
Respecting the community: Etiquette and best practices
As a leader in the community, your commitment to mutual respect and cooperation will be key elements to your success. The community consists of people from different countries, cultures, and beliefs, with varying levels of expertise.
Write comments in an unbiased and respectful manner. Be straightforward, sincere, and assume good faith in your comments. Exercise moderation and good judgment when responding to a comment or entering a new one. Remember to be constructive and helpful in your comments; avoid personal attacks. If you are unsure how to handle a comment, or think it requires a response from Adobe, escalate it to Adobe administrators. More