Knowledge Base
Community

Kudos, Best Answers, etc. and Vanilla...

Started by: blackfive460
On: 10/11/2018 | 11:51
Replies: 72
Reply

by: ip633
on: 11/11/2018 | 12:54 edited: 11/11/2018 | 13:00

@extreme_one wrote:

 

Often @ip633 I've noticed an answer awarded as Best when it's been awful advice.

 

That can happen, and it’s also true that well-written personalised answers can be overlooked in favour of copy & paste templates. I don’t get involved with Help & Support anymore, which is a shame, because I did used to enjoy it at one time. Even if I wasn’t posting myself, I’d quite often report what I believed were incorrect BAs, and in most cases it did result in another more appropriate post being selected. Sometimes an educator would take a different view, which was disappointing I suppose, but you just put it down to experience and move on. 

 

I don’t want to risk going too far off-topic though, as this subject is probably worthy of its own discussion. But I do think there’s an opportunity (assuming we have a blank canvas) to reconsider how we make those quality posts stand out. 

Message 11 of 73
by: t_will
community giff-staffer

on: 12/11/2018 | 17:02
Who remembers the survey I sent round earlier in the year to ask about people's use of Kudos? Smiley Happy I solicited information from a few hundred community members who were our top Kudosers to see how they used it. In short, to find out when they clicked Kudos, what did they mean.

Why do that? Well, because we knew we wanted something like Reactions in our new community, no matter who we landed with. We've got a really good baseline of reactions lined up to start with, and we're hoping that when we get you folks on the early access version of the Vanilla community, we can see which ones you use, which ones you don't, and which ones we're missing.

Currently, we have:
Agree
Helpful
Thanks
Funny
and we've still got Kudos, although I'm open to changing it completely.

A couple that might be useful that haven't made the cut yet were Insightful and a way to draw attention to a post (a kind of 'look at this, everyone!' button). I think there's some features of Vanilla that might work for that last one - for example, if a post gets a certain amount of Thanks, we might be able to feature it or give it a different colour to highlight it.

I'll let someone with more Help experience weigh in on Best Answers etc but I love the planning that's going on here. I think once you folks have got early access to the platform (not sure when this is happening, but hopefully soon) you'll be able to really get to grips with how it works and our team will be able to quickly implement something you suggest, see how it works, and make decisions that way.
giffgaff Community Rewards and Recognition specialist
Feeling chatty? You can send me a message and we'll get rolling. Need a topic? Try here.
Message 12 of 73
by: blackfive460
on: 12/11/2018 | 18:45

Thanks for joining in the discussion @t_will and I'm pleased to see I was right in spotting reactions as useful but I'd be interested to know if you have any thoughts on the idea of using them as a kudos replacement in some areas (Announcements for example) as a way of reducing kudos abuse? The abuse can't have escaped your attention in some threads surely.

 

Also, any thoughts on either simplifying or dumping ranks?

 

Anyway, regarding your list of  Reactions...

 


Currently, we have:
Agree
Helpful
Thanks
Funny

 I can immediately see one that's missing...

 

Complete rubbish!

 

Couldn't resist... Smiley Wink

 

Seriously though, I for one would be glad to see some means of disagreeing without having to post 'I disagree'. 

While trying to encourage positivity is all well and good it is quite possible to have so much that you choke on it! 

Message 13 of 73
by: ip633
on: 12/11/2018 | 19:06 edited: 12/11/2018 | 21:28
Click to reveal

@t_will wrote:

<snip>

Who remembers the survey I sent round earlier in the year to ask about people's use of Kudos? Smiley Happy I solicited information from a few hundred community members who were our top Kudosers to see how they used it. In short, to find out when they clicked Kudos, what did they mean.

Why do that? Well, because we knew we wanted something like Reactions in our new community, no matter who we landed with. We've got a really good baseline of reactions lined up to start with, and we're hoping that when we get you folks on the early access version of the Vanilla community, we can see which ones you use, which ones you don't, and which ones you use, which ones you don’t, and which ones we’re missing 

Currently, we have:
Agree
Helpful
Thanks
Funny
and we've still got Kudos, although I'm open to changing it completely.

How would kudos be used alongside “reactions”, and what would they then denote?

 

You could scrap kudos, but I suspect that most members would probably resent losing them. Assuming that they are to be retained, it might be prudent to think about returning to the original kudos limits of 50 a day, possibly even lower if they’re afforded a more elevated status than “reactions”. 

Ignore me, I think I’m getting the wrong end of the stick  Smiley Embarassed

 

Kudos will be one of the “reactions”, not a retained feature of the current platform?

Message 14 of 73
by: essie112mm
on: 13/11/2018 | 11:42

It's good to see a 'proper' thread and one which has also stirred an educator into life. If only that would happen more often!

 

For starters, I would like the decision to lift the ceiling on the awarding of kudos revisited - as indeed we were promised.

 

Although I have some reservations about Reactions it would be worth trialling a limited number. My main concern is that if stickers are retained (Smiley Frustrated) the website will look gimmicky and resemble even more a child's story book. Looking at Will's list, I don't think we need  both "thanks" and "helpful". The latter doubles as thanks, so just retain "helpful". I don't like the word "insightful" - in my book it's a psycho-babble word. Use "perceptive" instead, which just about everyone understands. I wonder if it's worth considering limiting Reactions to General Discussion, Photography, and Tips & Guides, and keep kudos only for Help & Support and Community Blog?

 

blackfive460 is right about not keeping everything positive. That's not a reflection of life, and sometimes pointing out the negative can be constructive and hence positive Smiley Surprised Much as I love "complete rubbish" how about "pap"?

 

Will suggests the possibility of highlighting a post in a different colour if it has received a certain amount of thanks. The problem with that is we could end up with threads all the colours of the rainbow. Already we have white, blue for our own posts, and green for a BA. Any more would be OTT.

 

As regards Best Answers, I agree with those pushing for a change of name. A best answer isn't necessarily a solution, and if threads are to be used for self-help purposes they need to reflect the fact that a problem has been resolved. For me, "accepted solution" goes some way towards this but still doesn't quite cut it. I'd like to see "problem resolved", and if it hasn't been resolved, well don't mark it as such. This would probably equate to fewer (equivalent) Best Answers, but it should ensure that only threads which are actually resolved are thrown up by a search. I am aware that BAs are used to calculate payback, but surely the new platform will allow a different method to be used for this. If Reactions were adopted posts marked with a "helpful" reaction might, for example, be a way of identifying good posts.

27/08/2017
My @mentions are turned OFF
Message 15 of 73
Highlighted
by: blackfive460
on: 13/11/2018 | 15:44

@essie112mm

I  do agree about a change of name for BAs. Something that indicates that a post has provided a solution to a problem would be far better and might lead to the use of BAs being limited to areas where actual problems are being solved rather than sometimes being mis-used to indicate a post that concurs with an OP's opinion.

 

 

Much as I love "complete rubbish" how about "pap"?

 

I must admit that 'complete rubbish' wasn't my first thought. Curiously though, what I did think of first does rhyme with 'pap'...

 

Message 16 of 73
by: ujo55
on: 13/11/2018 | 17:37
Not sure that the 'negative' reaction sits well with the no 'name and shame' culture of GG tempting as it sounds.
Message 17 of 73
by: jokeyboi77
on: 13/11/2018 | 17:55

blackfive460 is right about not keeping everything positive. That's not a reflection of life, and sometimes pointing out the negative can be constructive and hence positive Smiley Surprised Much as I love "complete rubbish" how about "pap"?

 

I have to disagree with this because giffgaff isn't a reflection of life it's a mobile phone company forum, but more to the point having a button where you're able to say a member's post is 'pap' or whatever you want to call it is against forum etiquette/rules because here's a little golden nuget from the forum guidelines......

 

Please Do Not:

 

Do not insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. We will not tolerate racism, homophobia, transphobia, sexism, any other form of discrimination or any behaviour intended to make people feel actively unwelcome on the forum. 

 

Isn't that button going to 'deliberately offend' make members feel unwelcome on the forum if they're always receiving the 'pap' treatment?

 

As for everything else I'm not bothered I'll just go with the flow.

Message 18 of 73
by: ip633
on: 13/11/2018 | 18:46 edited: 13/11/2018 | 20:53

@ujo55 wrote:

Not sure that the 'negative' reaction sits well with the no 'name and shame' culture of GG tempting as it sounds.

But then we already have that situation with Labs  Smiley Frustrated

 

I think it's more a question of how we go about encouraging positive behaviours, rather than worrying too much about any perceived negativity creeping in. One way to achieve that is for staff to get more involved in discussions, rather than taking a back seat most of the time.

 

Sorry if I'm beginning to sound like a broken record   Smiley Indifferent

 

Edit: typo

Message 19 of 73
by: blackfive460
on: 13/11/2018 | 19:00

@jokeyboi77

 

It's perfectly possible to disagree without 'deliberately offending' or 'making people feel actively unwelcome on the forum'.

 

Since we already have the kudos button which allows us to show that we agree with what someone has posted without needing to make yet another 'I agree' post so what would be wrong with having a similar button to show disagreement?

Surely that's far less likely to cause offence than posting.

 

 

@ujo55

I agree, giffgaff's 'all sweetness and light' policy is unlikely to permit any such easy way to show even a hint of negativity useful though it would be! Remember the 'star system'?

Message 20 of 73