This page is part of the Moderating Microsoft Forums series.
Escalation is the process of raising awareness of an issue to the next appropriate level. Escalation is a very important part of moderation. The rule of thumb is to escalate any of the following:
Moderators should escalate issues using these channels:
A few points:
- an explanation of when to use escalation to "All moderators" vs "Microsoft Moderators" would be useful for community moderators.
- needs to mention that the MS Answers Site Feedback forum is now also used for reporting site bugs on Answers.
- link to Answers Site Feedback forum needs updating
By "Technical issues that cannot be resolved" do you mean technical issues to do with the forums, or technical issues to do with the products being discussed? If the former, no channels seem to be listed for that.
Thanks for your comments. "Technical issues that cannot be resolved" means technical issues with the forum itself. You can use the "Site Outages" contact information. For technical issues related to products, those should be discussed in the forums themselves.
Most escalation by community moderators in Answers is dealt with by forum moderators. This page seems to aimed at forum moderators. It needs a section for how community moderators escate.
No mention is made of the Escalate tool that is part of the moderators toolkit in Answers.
When using the Escalate tool in Answers there is no ability to give an explanation for the escalation. This means the Report abuse button or starting a thread in the Mod Forum often has to be used instead.
For Answers, links seem to relate to Answers 1.0 ?
Some of the URLs in this article are out of date. For example, the Answers Feedback forum is not longer at social.answers.microsoft.com/.../threads, is it answers.microsoft.com/.../forum. Moreover, I believe the Microsoft NNTP server is gone so writing to email@example.com about newsgroups and NNTP is pretty much pointless.
Please recheck the references in the article. When Ed Priice reviewed this article in November 2011, some of old (mis)references should have been caught.
I just realized that since this is a Wiki, I could modify it myself. I changed the Answers brand misreferences to their current values.
Perfect! That's why it's on the Wiki! Thanks!
Why does Microsoft refuse to divulge the name (or alias) of someone who lodges a complaint about a forum moderator? (Especially if the complaint involves a post or discretionary moderating action by a moderator where not even an "abuse notification" is enacted?