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Why does Koodo censor postings?


Userlevel 1
So I posted this question earlier today:
How long will Koodo Self Serve be down this time?

In addition to the question there were comments from myself and another user regarding the frequency of downtimes and the way they were handled.  Then, soon after Self Serve went live again, a moderator took the liberty to close the posting and hide it from the world to see:

Archived and Closed
This conversation is no longer open for comments or replies and [b]is no longer visible to community members. The community moderator provided the following reason for archiving: [b] Issue resolved.


Really moderator?  Is this on your own initiative or is it protocol from management?  Why on earth would you need to hide an issue that, at the end of the day, is so minor?  I would hope your management can handle reasonable criticism better than this.

17 replies

Userlevel 6
I noticed this when there are multiple existing threads discussing the same topic. Honestly, other forums do it too, it’s more of like “okay we already have this, it’s answered, let’s move on.”
Userlevel 7
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Another reason for achieving threads is for issues that are only relevant to a certain person. Threads that's talk about how to use self serve or something will stick around because someone else might have the same issue. Threads that aren't likely to help anyone or not many people in the future will be archived. In your case the reason for achieving was "issue resolved".
Userlevel 7
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@ kbear99 Allan has got it right! And I wouldn't call it censoring at all. It is part of the archiving process to keep Community content relevant. Admittedly we are not great just yet, in terms of finding the balance between a post that continue to provide value vs. one that is ready for archiving. 

Your post title had a specific question and once answer was provided it was unlikely that it would serve others as well anymore. Nobody has been searching for that topic since self serve came back up. It only hold interest for people while the outage is happening. 

Dozens of posts get archived in a day for a variety of reasons. And lots of critical ones are continued to be left up as long as the topic remains a relevant one, people are searching for it etc. So by no means do we cleanse the forum of post just because they speak unkindly of us. :-) 

Userlevel 7
Bernard wrote:

@ kbear99 Allan has got it right! And I wouldn't call it censoring at all. It is part of the arch...

IMO posts should be open at least a couple of days before they are archived. Some posts get archived within hours.
Userlevel 7
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Bernard wrote:

@ kbear99 Allan has got it right! And I wouldn't call it censoring at all. It is part of the arch...

Some of the processes around archiving is way to manual at the moment so waiting days would mean having to go back, find the 2 day posts etc. As I mentioned, our archiving approach is far from perfect yet. We are working on it.  
Any time I post a reply that is "spewing some hate," I expect that the thread will be gone the next time I come here. ¯\(°_o)/¯
Userlevel 1
Not trying to flog a dead horse but I suggest Koodo change its practice.  Archiving is one thing, but permanently hiding a thread from the world to see is quite another.  Including hiding it from searches for crying out loud.

Yes, this instance was 'resolved'.  However I can tell you that as a new customer, it is useful to see a history of downtimes or anything else 'resolved' to see what/when/how long/etc it happened, and have a point of reference when a new incident is occurring.  This is especially true when you don't give any information whatsoever when incidents like these happen.

Even archiving is not necessary at all.  As threads get older and become inactive, they get bumped down the list and out of view of current topics.  So there is no reason to archive any thread, let alone permanently hide it.  (Edit: except for multiple postings of the same topic, as someone mentioned.  In this case however there weren't any.)

But I don't actually need to tell you guys at Koodo any of this, do I?
Userlevel 7
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kbear99 wrote:

Not trying to flog a dead horse but I suggest Koodo change its practice.  Archiving is one t...

I'm guessing you don't post much, or you would see just how often ancient threads get necro'ed for no reason whatsoever.
Userlevel 1
kbear99 wrote:

Not trying to flog a dead horse but I suggest Koodo change its practice.  Archiving is one t...

Ancient I understand.  Hours old (or even months old), no.
Userlevel 7
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kbear99 wrote:

Not trying to flog a dead horse but I suggest Koodo change its practice.  Archiving is one t...

As previously stated, there is no method of selecting only post that are, say, older than 8 months. Finding such posts involves clicking through page after page after page of posts until posts of the desired age are reached, then reviewing each post individually to see if it should be archived, hence why they tend to be closed when they are still nearer to the front page. As also previously stated, the post you were commenting on had the title "how long will self serve be down this time". Long experience tells me that next time self serve has an issue, somebody will search for "self serve down", find that thread be comment without reading it. That brings the post to the top of the page, where the next person opens it and, without noticing that it's a year old post replies to a year old content instead of the new issue the "necromancer" brought it can from the dead for. This will happen multiple times over the next couple of years, until the entire thread is a jumbled mess of multiple unrelated questions. If you want a thread related to the reliability of koodo's self serve that won't get archived, (provided it doesn't turn into a flame war), then start one with a title like "how reliable is koodo's self serve).
Userlevel 7
Badge +4
One of the issues with Koodo forum is Koodo allow people registration with any email. People should use their registered email with Koodo account to communicate. They need to be  "live" customers to talk and discuss the product.

If this implements, I think Koodo forum can avoid many unnecessary topics.
Userlevel 7
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Dinh wrote:

One of the issues with Koodo forum is Koodo allow people registration with any email. People shou...

Good idea Azure! We are looking at SSO (single-sign-on) by early next year which would use your self serve credentials as login. 
Userlevel 1
Dinh wrote:

One of the issues with Koodo forum is Koodo allow people registration with any email. People shou...

Azure you make a good point.  However, one compromise is that it shuts out prospective customers inquiring about Koodo's products, and new customers that have problems with activation or registration.  But I'm sure Koodo will work out a good balance in this regard.
Userlevel 1
Dinh wrote:

One of the issues with Koodo forum is Koodo allow people registration with any email. People shou...

(▀̿Ĺ̯▀̿ ̿) Bernard
Userlevel 7
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Dinh wrote:

One of the issues with Koodo forum is Koodo allow people registration with any email. People shou...

Yes I still think it important to allow perspective customers as well to come here. I'd say default with the SSO but option for non customers as well.

Also lol YKW.
Userlevel 1
Ok I think we've beaten this topic dead several times over, and I apologise for that.  Let's call it a day.

I have nothing against Koodo.  Was maybe a bit put off by the lack of communication during the past downtime, but at the end of the day I'm still a satisfied customer (and I'm a picky one let me tell you).  I do appreciate the highly competitive prepaid service and the uber flexible booster packs.
Userlevel 7
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kbear99 wrote:

Ok I think we've beaten this topic dead several times over, and I apologise for that.  Let's...

No worries. It was a healthy conversation back and forth. Now that said, it will be retired/archived as well, given the very narrow group of people interested in the topic. 

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