The workflow for these topics as a moderator mainly is making the topic title and category somehow relevant to the actual question and asking for all the required information (version numbers, command executed, command output…).
After a bit of time you come back and have lots of replies to your initial replies that you then follow up to and do it all over again until you start discussing the actual problem, suggest solutions, wait for the result, again, etc. until finally a) your reply is ignored and the asked for information never comes or b) the user replies that it worked and he is happy now
(So basically normal support ticket or Github issue flow )
Do you have any ideas how to optimize such a moderator workflow?
Right now my routine looks a bit like this:
- Handle Flags and Spam
- Skim new topics for crass abuse and fix it, also replace some things we don’t want in titles (unrelevant version numbers)
- Open “Unread” and open them all to reply
- Back to big topic list and skim for specific problems I am an expert for, reply
- GOTO 3
One of the optimizations already in place is that I use a bookmarklet to open 10 topics of any list in new tabs at the same time. As I go through all “Unread” anyway this makes sense.