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Copy Of Moderator Rules of Engagement

Please read this blog post for further details.

 

SAP appreciates your interest in becoming an SAP Community Network (SCN) Moderator. Being an SCN Moderator is a privilege granted to you by SAP and may be revoked at any time. As an SCN Moderator, you are expected to act in an ethical, professional and responsible manner at all times. The following rules were created by moderators in order to provide common guidelines and best practices.

 

SCN Moderators are required to:


  1. Encourage appropriate behavior according to the guidelines explained in the SCN Rules of Engagement.
  2. Help maintain a respectful and professional atmosphere on SCN.
  3. Report all cases of inappropriate behavior, including but not limited to: point-cheating, defamation, copyright infringement etc. Occurrences of these behaviors must be reported as abuses. Repeat violations by the same members should be reported to the SCN Collaboration team at scnmoderators@sap.com.

 

Table of Contents


General Moderator Guidelines

Although SCN moderation is voluntary, the following guidelines should be followed consistently. Before any moderator starts moderating on SCN, they need to take the moderator training. Furthermore, they must read and follow the moderator activities and responsibilities listed in this document.

  • Familiarize yourself and others with SCN Rules of Engagement:SCN Rules of Engagement, encourage all community members to follow them and, as a moderator, enforce them.
  • Minimum Presence on SCN: It is expected that a moderator will be active at least twice a week in the space that s/he moderates. However, for best results, please check on your space daily.
  • Check SCN 'Actions' moderation notification every other day: The ‘Actions’ notification box is located in the upper right corner on every SCN page. This is where actions awaiting your attention are listed, such as abuse reports and items pending release for the spaces you moderate (see Moderation Actions Menu).
  • Follow or Track in Communication the spaces you moderate: This is the best way to stay up to date with the latest space activities. Check your preferences in your profile to adjust your email notifications.
  • FAQ discussion threads: Create answered discussions' FAQ.
  • Use Direct Messaging: Direct messaging (DM) is an important communication tool in SCN that allows you to communicate with fellow moderators, space editors and other members. DM provides a way to reach out to community member privately, such as to send a recommendation to modify a blog post.
  • Editing Content: If only a part of the content is to be removed, replace it with a remark <removed by moderator>. When editing a content the signature "Message was edited by: <your name>" is checked automatically.
  • Be a Subject Matter Expert: You should be a specialist in the spaces you are moderating.
  • Be a Role Model: Your actions should reflect the rules of engagement and behavior that is expected from all SCN users. As a moderator, your actions will be taken as examples of conduct by members so behave in the same way you'd expect them to behave.
  • Moderators are SCN Ambassadors: Being an SCN moderator also makes you a representative of the SCN team in your space and means you have with the responsibility of nurturing and improving the community. Keep this in mind when performing your moderator tasks and when contributing.
  • Engage and gain recognition: Engage the community with "Community Spirit" and provide constructive guidance.
  • Space team work: Creating successful and functional spaces is a result of teamwork between dedicated moderators and space editors. Together they cultivate the content and community spirit ensuring the growth of their space. You can find space stakeholders under the space People tab. In addition SCN moderators and space editors can be recognized easily with "M" letter which appears next to the name of anyone that has moderating permissions.

       We recommend each team reach out virtually or by mail to get to know each other and organize a schedule or areas of responsibility.

  • Keep SCN a collaborative place: Having a positive attitude towards contributors and fellow moderators is appreciated and encouraged. As a moderator, rejecting posts or asking others to upgrade their target content is a delicate matter that also should be done in a positive way. A bit of humor also helps a lot to defuse any conflicts and resentment. Also, courtesy is extremely important even if the posting member is getting offensive refrain from an argument or threatening response. If you are not sure whether posts are acceptable, please bring this to the attention of other moderators by writing in the moderators' discussions or contact global moderators by e-mail at scnmoderators@sap.com. Respect SCN Community moderators and other members and be open to constructive criticism while conveying your feedback in a polite and professional manner. If you fail to reach an agreement on a specific topic with a fellow moderator, you should reach out to the Collaboration team.
  • Moderating a moderator: In the event that you encounter inappropriate postings by another moderator, DM the Moderator. If this does not correct the behavior, open a discussion in the SCN Moderator and Space Editor space or reach out to scnmoderators@sap.com.
  • Educate members about posting in correct spaces: Content should be relevant to the space it was posted in. A moderator is able to move content (discussion/document) from the space s/he is moderating to any other space. In case moderator wants to move item to the space s/he has no privileges there are two options to do this. A moderator can choose to reach out to fellow moderators by creating a discussion in the SCN Moderator and Space Editor space or reach out to scnmoderators@sap.com. The SCN Site Index lists all spaces for your reference.
  • Tag valuable discussions with helpful keywords: so that others can find and benefit from them later.
  • Be yourself: Reflect your personality through your online persona as you moderate.  It’s a great way for people to get to know you better and for you to get to know them.
  • Be accessible: Users should be able to contact the moderators and get desirable answers. Please note that your name appears under the People tab in a space you are assigned to moderate. Please read more on this in Brian Bernard's blog: Keeping Tabs on the Right People

Please note that by being an SCN moderator you agree to perform the tasks outlined above in an ethical, professional and responsible manner at all times, and you hereby grant SAP with the right to use, distribute, and publicly display and promote your name and likeness as an SCN Moderator. If you fail to adequately or appropriately perform these tasks, or if SAP determines that you are misusing your SCN Moderator privileges, your status as an SCN Moderator may be revoked immediately at SAP’s sole discretion.You may remove your account from the list of moderators at any time by sending an email with the removal request to scnmoderators@sap.com.

Discussions

Discussions in SCN are either conversations or questions (queries) about a specific topic related to the space where they are posted.

  • Review discussions daily, if possible. The ideal frequency will depend on discussions traffic.
  • Review the moderator queue and take appropriate action minimum twice a week.
  • Extinguish all flame wars. When defamatory remarks or arguments are found in discussions, get involved in the conversation professionally to ask members to cease any inappropriate behavior.
  • Identify points cheaters and discourage them with warnings. As a last resort, ask for the user IDs to be deleted via the moderator discussions or by reaching out to scnmoderators@sap.com. More guidelines are available here (will be added shortly).
  • Give others a chance to respond. With the goal of reducing the numbers of open questions while allowing community members the chance to reply, try to hold off on responding to open questions for several hours. After that time, provide the correct answer if you know it.
  • If you see a discussion with an incorrect answer, jump in and set it straight.
  • Encourage members to mark responses to their questions as “helpful” or "answered" when appropriate and ask them to document the solution if they found it themselves.
  • Frequently Asked Questions (FAQs) in Discussion Threads:
  1. When a question that is already answered in the community is posted again, advise the original poster (OP) to search first and remind them of the Rules of Engagement. Specify the knowledge source where the solution exists (e.g. Specific Wiki FAQ section) and lock the thread.
  2. If someone has already answered the FAQ, lock the thread and provide a polite explanation in the post noting where the FAQ can be found as above.
  • Reply to post containing multiple general links and/or links to other discussion threads should be locked. Reply in the post or DM the poster explaining the reason for locking the thread.
  • Reply to post (to non FAQs) with specific links to SAP knowledge sources are OK.
  • Discussions posted with no added value (e.g. Simple questions, silly questions posted as part of points cheating, interview questions etc.) should be reported as abuse and locked.
  • Deleting posts should be the exception (e.g. Duplicates) for more transparency, rather than locking or rejecting posts. Notify the user about deleting discussions/comments at least once.
  • Do not edit a discussion if you simply disagree with the content posted by any user. In such cases, show your disagreement by responding to the discussion with your views.
  • Discussion replies- Should be evaluated by relevancy and original post date. When reviewing please consider: latest product updates, maintenance period for earlier versions, the number of posts per day and how quickly the technology is changing. Different communities should be treated differently based on these reasons.

        Answered Threads:

Unrelated reply: Reply to the post or DM the poster asking them to post a new discussion and include the body of their posting so it is easy for them to create the new thread with a link to the Answered thread. Delete their post and then lock the Answered Thread. You can also Branch the discussion, thus creating a new post.

Follow up reply: Reply to a discussion with a follow up question to original poster should be permitted.

 

Unanswered threads:

Unrelated reply to an outdated post: If the thread is outdated and the posting is poorly related to the OP topic, follow the same procedure as with Unrelated         Reply to Answered Threads.

Not set with Answered, but answered to an outdated post: Same as Unrelated Reply to Answered Thread with the added task of marking it as Answered and awarding points to the Correct Answer.

Follow up reply: If it is outdated and the new post is asking if they ever solved it, then let it go (if the original discussion is under a year old).

Blogs

Blogs are meant to be informative, personal postings about a topic related to the space in which the blog is posted.

  • If a member publishes blog content that violates the Rules of Engagement, please contact the member via Direct Messaging (DM) and guide him/her on the quality of content in SCN. Include a link to the Rules of Engagement.Provide proper review comments wherever required and guide the user about the quality of content and the suitable spaces to publish the content when it is posted incorrectly.
  • Cross Posting the same content in multiple spaces is not allowed. Please reach out to OP asking them to remove duplicated blog/s (documents, discussions etc.).
  • Help beginners by providing constructive suggestions to improve blog content.
  • If you have copyright concerns use internet search engines to verify if any issue exists. If your suspicions are confirmed, please report the content as abuse with comment mentioning there’s a possible copyright violation and include a link to the original post that was copied. Contact the SCN Team.
  • SCN is an international community and therefore English is not the first language of many of its members. When reviewing a blog, encountering poor English and spelling mistakes may be common: we do not expect our members to be native English speakers. However, moderators can guide members to perform a spell check before publishing a blog and not to ignore spell check suggestions during content editing. Volunteer or recommend other colleagues who are willing to review content for the member before posting.
  • When reviewing a blog, be sure to follow the guidelines given in Build Better Blogs and read about good blog structure in Bloggers: "Write Frankly and Fearlessly, But ...”.St. David Slays the Wiki-Weblog Dragon
  • Encourage good blogs by posting complimentary comments, “liking” the post or rating the posting as 4 or 5 stars. This will also encourage other members to do likewise, and will help denote content that others find most helpful.
  • For the language specific spaces: avoid pure translations of English content into the specific languages. If the author wants to refer to the original document, suggest that they create a blog or discussion pointing it out to the original blog. Creating a new blog in another language to further discuss or give one's own opinion about the original blog's subject should be ok.

Documents

An SCN “document” is generally an expository, referential text. Note that there are two types of documents in SCN: “Document” can refer to a native Jive document, or to a KM document posted as an attachment. For more information about different types of document please read Audrey Stevenson's blog Understanding the Different Types of Documents on SCN. Documents should not be used to ask questions to the community (notadoc). Refer to the points above in the “Blogs” section.

Wikis

  • Wikis are used primarily to document lists of FAQs or to provide a structured post, for example a training guide with multiple chapters.
  • Monitor your wiki space content for new pages, edited pages and comments twice a week (tip: set up watch notifications)
  • Monitor wiki stage
  • Invite expert contributors to become wiki space editors
  • Monitor the "User Notifications
  • If code samples are relevant to the topic you are monitoring, please post them in Code Exchange.
  • If you have copyright concerns, follow the Blog guidelines but hide the wiki instead of using the Jive abuse function.

More Wiki Guidelines:The Wiki FAQ includes a section on content restrictions. Moderators are expected to understand these guidelines, abide by them, communicate them to potential page editors, and report violations. With questions of copyright (or "copy and paste"), escalate as necessary.

Escalation

The SCN Community offenses are listed in the SCN Rules of Engagement. Users should be warned of infractions via DM. Unfortunately some users ignore warnings in which case escalation needed. Reach out to fellow moderators for advice or global moderators as needed. The following scenarios describe actions taken against SCN rule violators.

  • Delete/Edit a discussion or comment

Don't delete content which could be used as evidence for tracing issues like points cheating or copyright violation etc., rather lock these posts .Always leave your signature and a reason when editing or locking discussions (although this option is a default now).

  • Deletion of user

Regarding repeated offenders, at least two warnings should be sent to a poster before requesting deletion of the user. Before sending a second warning, please notify the Collaboration Team via the Moderators Discussions. Contact the users directly and educate the SCN Rules of Engagement by sending the direct messages, Quote the communication in the Moderators Discussions. Monitor point hunters and closed loop posting carefully and document them in the Moderators Discussions and request points deletion. If the user is a repeated offender request the Collaboration Team to delete the user ID via Moderators Discussions.If point cheating is identified, raise a thread in Moderator's Discussions with the users' details. No warning is required in this case. <Not final, under discussion>.

Contributor Reputation Program (CPR)

SAP Community program encourages members to participate and contribute in SCN. In order to highlight good contributions and encourage members points are awarded for the following:

  • posting blogs and documents
  • answering questions with a correct or helpful answer
  • posting documents, blogs or comments that are “liked” or rated with 4 or 5 stars
  • creating wiki pages
  • editing wiki pages
  • etc.

 

For more information please see:

SCN Reputation Program Overview

Contributor Reputation program FAQ.

The New SCN: What's in it For Your Reputation

Sharing the SCN Gamification Success

Guidelines to address point and badge cheating

 

Recommended Resources

 

Additional Resources:

The Difference between a Discussion, Blog Post, Document and Wiki will help you understand the difference between different content types. Apply these rules while writing or reviewing SCN content. Share this document with these who fail to abide it.

Getting Started with SCN is a helpful guide to direct all newbies

About SCN learn about new SAP Community Network

Keyboard Shortcuts use the following shortcuts while editing the content

SCN Bugs please document any bugs found here

Global Moderators all matters pertaining to copyright infringement, escalations or concerns that are not addressed in the discussions area of this space.

SCN Urban Dictionary SCN community jargon

Custom Google Search for SCN An alternative to site search and filter by text to find what you’re looking for, fast.

 

Make a change and influence the community. "Never doubt that a small group of thoughtful, committed citizens can change the world. Indeed, that's the only thing that ever has" - Margaret Mead.

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