First, learn more about who we are by clicking here to read our 'Meet the 3Community Moderators' blog. and get acquainted with us! 😊 You will see us all online at different stages from time to time. Don’t be shy in tagging us to get our attention by adding an @ symbol before our user name, for example, @Three_Stacey.
The 3Community is growing in members every day. Some of you are already aware of how forums operate and what the role of a Moderator is but maybe a few of you are new to any type of Community! We have a variety of different responsibilities on the 3Community, and one of them is to help you by creating articles and blogs. So, we have put together this list of what we do to help you along the way 👍
- We respond to 3Community members' requests for help or assistance when one of us is tagged. We are online Monday to Friday, from 9 AM to 5 PM. When we see our name being mentioned publicly, we aim to respond as soon as possible. Rest assured, no public post goes unanswered! And being a forum, one of your other 3Community members might respond to you with their advice of a similar situation 😊
- We ensure that all 3Community members follow our Guidelines, which you can read by clicking here. Where these guidelines are broken, we will send you a private message (PM) as a gentle reminder about your behaviour. The bottom line is, keep your posts respectful and courteous!
- This is a big one – 3Community Moderators are here to protect your privacy. As Moderators, we often see members posting their personal details on one of our boards or using their phone number as a username. Please remember that the 3Community is public for all to see! We delete these as soon as we see them, and mark your post with “ *personal details edited by Mod” or change your username to something generic.
- We are extremely watchful for inappropriate content, bad language, or bad behaviour. If flagged, these posts are either removed or edited. All edits made by a Moderator are final and marked by “*edited by Mod”.
- We are here to monitor all public posts and interactions between 3Community members on the discussion boards. If we notice that you can't find an relevant article to support with you query, so we will take this onboard and create one for you. We are always open to suggestions regarding our 3Community support content 💪
- Here is a little secret – you help Three identify customer issues quickly. How? A topic is started, another member pops on and says it is happening to them too, and then the next member, and so on. Your Moderator will see this, and reach out to you while checking other Three channels. The more examples of an issue we receive to pass on to our technology teams, the better!
- It is possible that you might not know where your post or topic should be posted to receive the best response from other members. We have got you covered, as one of our daily tasks is to check up on those stray topics and guide them to the right area. When this happens, you will receive a notification to say your that topic has been moved.
- As employees of Three Ireland, based in Limerick, we are here to help you with account queries. General account queries are answered publicly, as this will help others in the same situation as you! Click here to view an example of what we mean by this. You will see that the response was marked as an "accepted solution" 😊 There are times though where you might have a specific query, and when this happens, we will invite into the private message (PM) system on 3Community to share your account details privately with us (full name, number, address, and date of birth).
As you can see, there is a lot that we do around here! But just so we're clear, here are the things that we don’t do.
- Place orders (device upgrades and/or changing price plans).
- Remove the adult filter.
- Take payments, set up a payment plan, or remove a payments restriction.
- Take over or update queries that were already raised with another Three channel (e.g. Three's Messaging Team) but we can check on the status of your query for you.
Our roles as 3Community Moderators are ever-evolving, but our focus remains on helping you! If you can’t find your answer on the 3Community, drop us a line and we will point you in the right direction 😊