Hire more staff. Staff can't or are not keeping up.

[James 1]

Hi,

I would like to raise a point that is affecting mine and probably others experience on Mc-M. Mc-M mods are not keeping up with the workload or choosing not to. Solution = get more.


Example a) I've reported my negative reputation many times but it hasn't gotten removed.

Example b) I reported people for trashing my thread on Sunday and nothing has been done. http://www.mc-market.org/threads/163665/ I have not received a response or anything.


There simply is not enough to carry the workload of 50,000 people.

Before a staff member comes on and says I do so much behind the scenes, I'm not saying that you're not doing that. It's just we need more.

 

[Tyler]

I agree with this. It's funny, you post this thread and then moderators quickly jump to your requests to make it look like they are doing their job correctly and keeping up.

While I see where you are coming from, because it's totally logical and wouldn't doubt if it's true, you have to also keep in mind you and the OP aren't the only users on this forum, they deal with tons of reports everyday so they are constantly backed up. I'm honestly surprised they have no open reports right now.

 

[James 1]

The only thing that's funny is how wrong you are.

There are only two open reports, both of which are assigned to Mick.

The reports made by ThePro had already been handled and rejected long ago.

Was I informed of them being rejected on sunday? No. Do all of them get handled well? Probably not. Is there room for improvement? Yep.

 

[Ivain]

Not anymore, as far as I know. When I was Mod I could make $20 - $100 a month just doing reports, depending how hard I went. It was a real incentive to pick up any slack that other Mods were letting. To me, that was a decent income, enough to fuel some of my various expenses (Spotify, domains, hosting) and purchases (food, games, misc).
With school starting back up and the removal of such financial incentive, I had to resign, otherwise I'd be spending so much time, that should be spent on school work, instead on reports, and for no gain.

I believe MC-Market would benefit from having an actual 'Admin' rank. Just have a bunch (10?) Mods that don't have many permissions (no IP access, no alt checking, etc) could handle reports and support requests.
If they're not able to resolve them, assign them to one of the few (3?) Admins to resolve. Admins could have a little more permission than current Mods do, maybe they can give ranks for people that need them, unblock IPs, etc.
Then each Admin can report to the Owner (currently Mick) when they need to.
This would relieve Mick of doing everything that Moderators can't do, but still have a stable staff and support system.

Although it does sound like Mods are doing their job now, and there's just a few specific instances where there are issues, although I still think this system could help.
It would also decentralize the moderation system, making it a bit more fair, since most users thinks Mods have a grudge on them when they have to handle all their reports, more Mods = more people answering tickets = less people getting paranoid.

We definitely had Alt checking options, the system would match any ip's with matching Ip's from other users. There was also the multi-accounting detection system, which used something else I won't mention (to prevent bypassing).
Still, we could use at least 1 admin who is actually involved in running the admin side of the site apart from Mick and whoever (plural) are system admins. It doesn't need to involve back-end access, just full 100% front-end. If it was one of the most active mods who was picked (assuming they were willing), it would definitely relieve Mick of a hell of a lot of burden, you're right there.

As for how much you got paid, that sounds fair enough. I probably could have made that much myself, but honestly I could not be bothered to keep track of it all. Besides, 1 or 2 terra jobs that are equal to a week or mod work would already make me that much.

No idea how it is now, but I do know that at least some staff members aren't doing it for the money, but to keep the site and the community running.

 

[Bryce]

We definitely had Alt checking options, the system would match any ip's with matching Ip's from other users. There was also the multi-accounting detection system, which used something else I won't mention (to prevent bypassing).
Still, we could use at least 1 admin who is actually involved in running the admin side of the site apart from Mick and whoever (plural) are system admins. It doesn't need to involve back-end access, just full 100% front-end. If it was one of the most active mods who was picked (assuming they were willing), it would definitely relieve Mick of a hell of a lot of burden, you're right there.

As for how much you got paid, that sounds fair enough. I probably could have made that much myself, but honestly I could not be bothered to keep track of it all. Besides, 1 or 2 terra jobs that are equal to a week or mod work would already make me that much.

No idea how it is now, but I do know that at least some staff members aren't doing it for the money, but to keep the site and the community running.

It shouldn't matter about the money at all. Sure its nice to be reimbursed for the time you spend working on the website... however if someone truly cares about the community, they should have no problem working period. Very well typed post, and I for one 100% agree. I feel that we need more staff on the website. To me it feels like all the staff come on at around the same time, as one big cluster, then they are off for the night. I would love to see some staff in different timezones, or at least staff who have a messed up sleeping schedule to run things while the other staff are in bed. This is just IMO. I would really consider this suggestion Mick . I think the people in this thread are onto something good here, and will help keep things running smoothly.

 

[Mick]

This has been suggested time and time again, and it just isn't required.

Everything regarding administration and moderation of the website is running absolutely smoothly right now, except for the Support Requests we have. I believe the time it takes to handle the support requests isn't due to the activity of the staff team, but rather because of they way we categorised and organised requests. Even still right now I don't understand 100% how we did it, so I have changed the way we do them which hopefully will make them easier to settle in a timely matter.

If by the end of the month we are still having issues with them not being completed within a day or two then I will look into getting more staff or changing the way we handle them around once again. How does this sound?[DOUBLEPOST=1484286987][/DOUBLEPOST]

To me it feels like all the staff come on at around the same time, as one big cluster, then they are off for the night. I would love to see some staff in different timezones

We have staff in the USA, England, Australia, Romania, and probably more places. I don't think that timezones are the problem.[DOUBLEPOST=1484287068][/DOUBLEPOST]

You can't just "hire more staff". It's not like MCM makes a ton of money each and every day.

It's certainly not about the money either, I'm more than happy to pay as much money as needed for the staff team as a thank you for their work.

Also, how does getting more people make them need to be paid more? You do realise that getting more staff won't change the amount of reports we get, right?

 

[Mick]

Clearly, if it keeps getting suggested there is a problem.

Yes, and I already proposed a solution that we can use to settle this. Not too sure why you're posting to cause problems.

 

[Mick]

He's getting constantly spammed with messages, he doesn't have time for those "simple" messages. If they're so simple you'd be able to find out the answer yourself.

It's not that, it's the fact that the messages are usually under different prefixes than the ones I check for support, it must have been lost under one of the other ones which is why we are changing the system.

 

[Mick]

Mick Adding another scam resolver may be nice :/

Why? M6 is doing an absolutely fantastic job. The reason why scam reports take so long is because it's usually the users that take the most time to respond.

I haven't seen any scam report where M6 was inactive either I don't think.

 

[Mick]

Not for the fact of his ability but maybe another mod/user to help him out. A dozen of scam reports are submitted each day and he may want some help. (Talking without knowing behind scenes/his opinion on his own workload).

Simply saying, it looks like a lot for one person to handle

I've spoken to M6 about it and he is certain that he only wants himself managing them, it'll be infinitely easier for him to keep track of things when he is the only person, so he doesn't need to communicate with them or anything about a particular report. Thank you for your concern with this though. If ever M6 does want another person all he has to do is say so and we can try to arrange that.