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Setting up and using Content Library Moderation

Overview

Content Library moderation allows you to review and organize Q&A pairs in the Answer Library and Documents in the Document Library prior to adding them to your library.  When moderation is enabled, content that is translated, added from projects, or edited from the library is sent for moderation. This ensures your content is consistent, accurate, and clean, giving more confidence to your users.

Q&A pairs are sent for moderation only after a project is marked as complete.

Both Answer Library and Document Library moderation are disabled by default; you must follow the steps in this article to enable it before use.

  • Q&A pairs can be added from projects or directly into the Content Library.
  • For moderation in projects:
    • Questions and answers will be sent for moderation only after a project is marked as complete.
    • When the Content Library content edited is sent for moderation, and a copy of the old content is retained in the Content Library, the edit icon appears grayed out. Owners/admins (with access to edit all content), will see an Edit icon. Clicking on this allows for editing the content that is currently in the review page. However, content in the Content Library remains non-editable.
    • For Document moderation, when project documents are copied to the Content Library, they are added to the Moderation queue. Once the document is accepted from the Moderation queue, it is added to the Content Library; if rejected it will be sent to the Trash.

Be aware that changing moderation settings can cause legacy Q&A pairs/Documents in moderation to operate on the prior settings until they are cleared out. Further, true duplicates may show up in this process; they may appear to be the same but there is actually an entirely separate Q&A pair/Documents. These can be quickly deleted or merged from the duplicate report function.

For a visual guide, refer to the Academy course on Moderation.

Permissions

You must have at least Moderate My permission to access the Moderation tab in the Content Library. Only Admin users can enable and disable Moderation.

Select the applicable tab for your edition of Responsive.

  • Moderation workflow graphics

    Content Library Moderation Workflow

    Answer_Library_Moderation_Workflow.png

    Project Moderation Workflow

    Project_Moderation_Workflow.png

    Enabling Q&A Pair Moderation

    1. Go to Organization Settings > Content Library > Preferences, then turn on the toggle and click Configure associated with Q&A Pair Moderation.
    2. To enable moderation for Content Library edited responses, select the corresponding checkbox. Two additional options will appear:
      Note: Changing moderation settings can cause legacy Q&A pairs in moderation to operate on the prior settings until they are cleared out. Further, true duplicates may show up in this process; they may appear to be the same but there is actually an entirely separate Q&A pair. These can be quickly deleted or merged from the Duplicate report function.

      • Choose Retain copy of original responses in the Answer Library and move edited responses to the moderation queue if you want to retain the old version in the Content Library so it can can be used in a project while the new version is being edited in moderation.
        • When edited content is sent for moderation, and a copy of the old content is retained in the Content Library, the No_Edit_Pencil.png icon will appear. Owners/admins (with access to edit all content), will see the mceclip0.png  icon. Clicking on this allows for editing the content that is currently in the review page. However, content in the Content Library will remain uneditable.
        • The old Q&A pair will be updated to the new version once it has been approved through the moderation process. The original copy will then be removed from the Content Library.
      • Choose Remove edited Q&A pairs from Answer Library and move them for moderation if you want the old version removed from the Content Library until moderation is completed, preventing it from being used while the new version is being moderated.
        Note: This is a specific use case for content that must be updated before it is used in a project to ensure complete accuracy of each and every edit before approving it and pushing it back into the Content Library.
    3. Add the users you want to be notified of pending moderation content as needed.
    4. Add roles as necessary. New Q&A pairs will automatically be moved to moderation when users with the defined roles add content to the Content Library.
    5. Click Save. A success message will be displayed.

    Accessing and using Content Library Moderation

    1. Go to the Content Library and select Moderation on the left navigation pane. The number of items under moderation is displayed on the label.
    2. The Moderation page appears with the Q&A tab as the default, and displays Project/newly added content, Content Library edited content, and translated content separately. Do the following as necessary:
      Note: If a field is required and incomplete, the moderator will not be able to accept the question and the thumbs up icon will appear greyed out.
      • Select the filters to filter the content if necessary.
      • To individually accept or reject content, click the question directly from the Moderation list and click Accept or Reject.
      • To bulk accept or reject content, either:
        • Select the Select all checkbox, then click Accept or Reject to bulk accept or discard answers.
        • Click Select all Content to accept/reject changes for all results.
    3. Click Accept on the Accept pop-up.

    Enabling document Moderation

    Document Library moderation is disabled by default. To enable moderation, follow the steps below:

    1. Go to Organization Settings > Content Library > Preferences, then turn on the toggle and associated with Document Moderation and click Configure.
    2. Add the users you want to be notified of pending moderation content.
    3. Add the roles that you want to allow to send content to moderation (when users with these roles add new content to the library, it will automatically be moved to moderation).
    4. Click Save. A success message will be displayed.
      • When project documents are copied to the Content Library, they will be added to the moderation queue.
      • Once the document is accepted from the moderation queue, it will be added to the Content Library; if rejected it will be sent to the Trash.

    Accessing and using Document Library Moderation

    1. Go to the Content Library and select Moderation on the left navigation pane. The number of items under moderation is displayed on the label.
    2. Click the Documents tab.
    3. Do the following as necessary:
      • To individually accept or reject content, click the document directly from the Moderation list and click Accept or Reject.
      • To bulk accept or reject content, either:
        • Select the Select all checkbox, then click Accept or Reject to bulk accept or discard answers.
        • Click Select all Content to accept/reject changes for all results.
    4. Click Accept on the Accept pop-up.
      • In the Content Library, you have an option to specify the moderator when you upload a new document.
      • Email notifications will be sent to the user, if notification is enabled in the Content Library Email Preferences, for Daily Digest Content Process.

  • Essentials features are subscription-based and may not be available for all users. Contact your account manager, or accountmanagers@responsive.io, for more details.

    Moderation workflow graphics

    Content Library Moderation Workflow

    Answer_Library_Moderation_Workflow.png

    Project Moderation Workflow

    Project_Moderation_Workflow.png

    Enabling Q&A Pair Moderation

    1. Go to Organization Settings > Content Library > Preferences, then turn on the toggle and click Configure associated with Q&A Pair Moderation.
    2. To enable moderation for Content Library edited responses, select the corresponding checkbox. Two additional options will appear:
      Note: Changing moderation settings can cause legacy Q&A pairs in moderation to operate on the prior settings until they are cleared out. Further, true duplicates may show up in this process; they may appear to be the same but there is actually an entirely separate Q&A pair. These can be quickly deleted or merged from the Duplicate report function.

      • Choose Retain copy of original responses in the Answer Library and move edited responses to the moderation queue if you want to retain the old version in the Content Library so it can can be used in a project while the new version is being edited in moderation.
        • When edited content is sent for moderation, and a copy of the old content is retained in the Content Library, the No_Edit_Pencil.png icon will appear. Owners/admins (with access to edit all content), will see the mceclip0.png  icon. Clicking on this allows for editing the content that is currently in the review page. However, content in the Content Library will remain uneditable.
        • The old Q&A pair will be updated to the new version once it has been approved through the moderation process. The original copy will then be removed from the Content Library.
      • Choose Remove edited Q&A pairs from Answer Library and move them for moderation if you want the old version removed from the Content Library until moderation is completed, preventing it from being used while the new version is being moderated.
        Note: This is a specific use case for content that must be updated before it is used in a project to ensure complete accuracy of each and every edit before approving it and pushing it back into the Content Library.
    3. Add the users you want to be notified of pending moderation content as needed.
    4. Add roles as necessary. New Q&A pairs will automatically be moved to moderation when users with the defined roles add content to the Content Library.
    5. Click Save. A success message will be displayed.

    Accessing and using Content Library Moderation

    1. Go to the Content Library and select Moderation on the left navigation pane. The number of items under moderation is displayed on the label.
    2. The Moderation page appears with the Q&A tab as the default, and displays Project/newly added content, Content Library edited content, and translated content separately. Do the following as necessary:
      Note: If a field is required and incomplete, the moderator will not be able to accept the question and the thumbs up icon will appear greyed out.
      • Select the filters to filter the content if necessary.
      • To individually accept or reject content, click the question directly from the Moderation list and click Accept or Reject.
      • To bulk accept or reject content, either:
        • Select the Select all checkbox, then click Accept or Reject to bulk accept or discard answers.
        • Click Select all Content to accept/reject changes for all results.
    3. Click Accept on the Accept pop-up.

    Enabling Document Moderation

    Document Library moderation is disabled by default. To enable moderation, follow the steps below:

    1. Go to Organization Settings > Content Library > Preferences, then turn on the toggle associated with Document Moderation and click Configure.
    2. Add the users you want to be notified of pending moderation content.
    3. Add the roles that you want to allow to send content to moderation (when users with these roles add new content to the library, it will automatically be moved to moderation).
    4. Click Save. A success message will be displayed.
      • When project documents are copied to the Content Library, they will be added to the moderation queue.
      • Once the document is accepted from the moderation queue, it will be added to the Content Library; if rejected it will be sent to the Trash.

    Accessing and using Document Moderation

    1. Go to the Content Library and select Moderation on the left navigation pane. The number of items under moderation is displayed on the label.
    2. Click the Documents tab.
    3. Do the following as necessary:
      • To individually accept or reject content, click the document directly from the Moderation list and click Accept or Reject.
      • To bulk accept or reject content, either:
        • Select the Select all checkbox, then click Accept or Reject to bulk accept or discard answers.
        • Click Select all Content to accept/reject changes for all results.
    4. Click Accept on the Accept pop-up.
      • In the Content Library, you have an option to specify the moderator when you upload a new document.
      • Email notifications will be sent to the user, if notification is enabled in the Content Library Email Preferences, for Daily Digest Content Process.

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