BT Tech Staff Masquerading as Mods

[XRaySpeX]

I find it most peculiar that this Community seems to have BT Tech Staff, who appear to actually make changes to user's products and actually do things to them to overcome their issues, labelled as Mods. In most discussion groups the Mods are the ones who monitor users' behaviour & police their adherence to the Group's Guidelines. Presumably this Community has a separate group of Mods who concentrate on this aspect of the Community.

To me these 2 functions are separate & it should be clear to users which is which.

[Keith_Beddoe]

There are moderators who are BT Employees and have access to user accounts and can sort issues out. There are also product specialists who are also BT Employees who help  in their own spare time.

Finally there are Community Leaders (CLs), who are not BT Employees and have limited access to some of the forum features, and can remove spam posts, and move or merge posts that may be posted on the wrong board.

They can also ask moderators for help with issues that cannot be resolved by forum members, or alert them to people that post private or inappropriate information.

Does that help?

[NeilO]

@XRaySpeX This is not your typical community in that the Mods here do help with customers service issues, we are tech trained and have years of experience dealing with all manner problems we also do all the normal moderation duties you would expect from a community moderator. 

[gg30340]

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@XRaySpeX wrote:

I find it most peculiar that this Community seems to have BT Tech Staff, who appear to actually make changes to user's products and actually do things to them to overcome their issues, labelled as Mods. In most discussion groups the Mods are the ones who monitor users' behaviour & police their adherence to the Group's Guidelines. Presumably this Community has a separate group of Mods who concentrate on this aspect of the Community.

To me these 2 functions are separate & it should be clear to users which is which.

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I find your last statement odd. Why should they be separate and made clear to users. Why can they not be the same. The forum has been running for years and seems to work very well in its present format.

Presumably you will have read these when you joined the forum but just in case you never. See links about the forum and the moderators

https://community.bt.com/t5/Announcements-Guides-Community/Welcome-to-the-BT-Community-Forum/td-p/15...

https://community.bt.com/t5/Announcements-Guides-Community/Meet-the-Mods/td-p/760928

[XRaySpeX]

@gg30340: Yes, all the usual discussion group things like peer to peer support but v. little about the role of the Mods, which only becomes apparent as you watch them for a while.

[XRaySpeX]

Thank you, @NeilO, for your explanation. I'm just expressing my surprise.

[john46]

There are other providers forums who operate jn exactly the same way as this one

[gg30340]

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@XRaySpeX wrote:

@gg30340: Yes, all the usual discussion group things like peer to peer support but v. little about the role of the Mods, which only becomes apparent as you watch them for a while.

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You never answered my questions "Why should they be separate and made clear to users. Why can they not be the same?"

I suspect that the vast majority of forum users if not all, bar one, could not care less whether the moderators are "BT Tech Staff" as well as "Mods" or if the "2 functions are separate & it should be clear to users which is which"  as long as their problems are addressed and any moderation issue is dealt with.

[john46]

I think the thread title some what offensive as the mod team are not Masquerading as mods that is exactly what they are

[XRaySpeX]

Not within the meaning of the word "Moderator".