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All About: 3Community Moderators

Three_Deborah
3 Mod Retired

All About: 3Community Moderators

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First, check out who we are by clicking here to #MeetTheMods and get acquainted with us! You will see us all at different stages online 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. On the other hand, 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. Monday to Friday, we are online from 9am to 5pm. 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 House Rules and Guidelines. Where these are disregarded, we may send you a PM as a gentle reminder. Please keep an eye on our 3Community House Rules, as they are subject to updates. The bottom line is, keep your posts respectful and courteous!
  • This is a big one  we 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. Sometimes, we see that members can’t find a #3MadeEasy article to guide them with a query, so we take this onboard and create one for you. We are always open to suggestions regarding the content here 💪
  •  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 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 go to get 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! Here is an example of what I mean 👉 click here. You will see that the response was marked as an "accepted solution" 😊 However, there are times where you might have a specific query, and for that, we will invite you to go into the Private Message (PM) system on 3Community to share your account details privately 👉 full name, number, address, and date of birth.

Yes, we do a lot, and here are the things that we don’t do. It is short and sweet.

  • Place orders as in upgrades and/or change price plans.
  • Remove the adult filter.
  • Take payments, set up a payment plan, or remove a payments restriction.
  • Take over or update queries already raised with another channel (messaging team, social media, or Customer Care) but we can check on the status for you.

 

Our roles 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!

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