Guidelines for responding to customer comments (Livefyre)

Training from Livefyre on moderation can be found in the Microsoft Moderation Training PDF

Types of comments

  • Endnotes – Non-context sensitive comments that display at the end of the article.
  • Sidenotes – Context-sensitive comments that display in the margins of an article. (These might not occur as often.)
Note

This guidance does not apply to verbatim comments.

Sign up for Livefyre

Every published technical article supports a comment stream provided by the Livefyre service. As a Microsoft employee and article author or contributor, you need to sign up for Livefyre so you can participate in the comment stream for the article.

  1. Your Livefyre account needs to be created within docs.microsoft.com. Pick an article in docs.microsoft.com. E.g. Azure Active Directory developer's guide.

  2. At the bottom of the article, click the Sign in link in the comments section.

    Livefyre signin

  3. In the authentication dialog, click Create New Account.

    Livefyre create

  4. Enter your profile information and click Sign up.

    • Username: your Microsoft email alias plus @MSFT, ie: alias@MSFT

      • Email: Your Microsoft.com email address.

      Livefyre signup

Note

Some folks occasionally have problems creating the account or signing in using the Edge browser. If you run into problems with the steps above, try them using Chrome. If that does not solve the problem, please email skyeye@microsoft.com and we will investigate.

Classes of comments

We’ve seen the following classes of comments:

  • Thanks/praise
  • Correction/request for clarification
  • Request for additional information to be added to the article
  • Opinion
  • Conversation between commenters
  • Question about content
  • Question about product/ask for help
  • Reporting error messages/scenarios

Responding to comments

To find the comments for your articles that need a response, use one of the following methods:

  • In SkyEye Search enter your alias and the summary will show a list of unanswered LiveFyre comments. Also you can filter using the faceted search using the values on the left.
  • Or use the LiveFyre PowerBI report and you can filter in there by author and other filters too.
  • Use SkyEye Notification to set up a notification when your topics receive new comments.

SkyEye uses an ML model that is about 97% accurate to determine posts that are questions vs answers. In both places mentioned above you can see only unanswered LiveFyre posts, but also all posts.

The data analysis done on previous articles customer sat vs their existing unanswered LiveFyre comments indicates that answering regularely the LiveFyre posts and engaging the community results in 10% to 30% highter customer sat (% helpfull votes) than similar articles where those posts are stale.

Response time

We recommend that you respond to a comment within 48 business hours of receiving it, unless the community already responded. We want to encourage community to answer posts so give the community a chance to answer before you step in.

General responses

  • Look for engagement opportunities. If a customer is trying something different, ask why? Engage.
  • Include that you are a MS employee. If your LiveFyre account ID includes this information, or if you are listed at the top of the page as a contributor, you are good. Otherwise, include that information in your response.
  • Focus on the positive where possible. (“That’s not supported, but have you tried X?”) Another alternative: Point to alternate locales where we collect error messages, etc.
  • If looking for info in the wrong place, direct the user to the correct location AND include a link to the topic.
  • If the comment is a question about a future release, or when a specific feature will be available, respond with a link to the EM roadmap: http://www.microsoft.com/en-us/server-cloud/roadmap/ ### Dealing with negative comments
  • If it is about something wrong in the content, thank them for pointing out the issue and let them know that you will fix it ASAP.
  • If it is about the product, direct the user to the product or service feedback page.
  • If it is something that the customer can’t get to work, direct the user to the product forum/support information.
  • If it is the comment is an opinion and you disagree, thank them for their input.
  • If the comment suggests something that is not supported, include that information in your response. “Thanks for your suggestion, but this is not a supported scenario.” ### Deleting comments
  • It is OK to delete comments that are garbage (“Test” ”aljhsdkjsdf” etc) or that contain profanity or abuse. (Note that the moderation filter catches most comments with profanity – we can further customize what we want immediately filtered out.)
  • It's OK to delete duplicate comments from the same person on the same page.
  • You can delete sidenotes that are about errors in the content AS LONG AS YOU FIX THE CONTENT FIRST. (Leaving these notes without context is more confusing than helpful.)
  • Very few other comments should be deleted.

See below full instructions on how to delete comments.

LiveFyre moderators

The LiveFyre studio is the portal to delete or mark "bozo" customer comments that are profane or inappropriate. You need Livefyre moderator rights to be able to make those changes. We have people in all teams with this right, and if you want to help with this we can grant you rights, just email skyeye@microsoft.com.

“Bozo” means the author of the comment can still see the comment, but nobody else can. You can also simply delete the comment, but the author won't see it either and we’ve seen cases where they noticed it was removed and they posted it back right away. With “bozo” they won’t notice that easy their comments were taken down.

The LiveFyre Studio can be found on http://aka.ms/skyeye/livefyre/studio.

If you would like to be added as moderator in LiveFyre Studio email skyeye@microsoft.com with your LiveFyre user name and we will grant you rights. Once we grant you rights you will receive an invitation to the studio from an automated email service with instructions. If you are a moderator this will be visible in all your posts as the word “moderator” will show after your name (in a nice colored rectangle).

Steps to mark a comment as "bozo" :

  • Logon to LF studio with your usual LF account
  • Click on library on the menu bar
  • To locate the comment, search the post using a fragment of the post with “contains”
  • Switch from “approved” to “bozo”

LiveFyre has an automated profanity check based on a list of words considered profane. Everything that passes the profanity filter goes live immediately. Periodically review and adjust the list. The filter is pretty basic and one can still post inappropriate comments avoiding those words. That is where human moderation cames into play.

LiveFyre studio also provides a number of usage reports, but most of them are already available in SkyEye. LiveFyre does not have the notion of product, service, author and everything is only a URL so you won't be able to do much filtering in there with the built in LiveFyre reporting.