STC: Tafani, a Verint Community intranet where its people ask, share and put forward ideas
4 Roads built Tafani, STC's intranet on Verint Community: questions and discussions, ideation challenges, surveys and knowledge, on 54 custom widgets.
Cancer Research UK: one moderation queue, and flagged posts answered twice as fast
4 Roads built Cancer Research UK's moderation on the 4 Roads Ticketing Application: flagged posts answered twice as fast, and 30% fewer left unresolved.
The brief
Every post read by a person, and too many slipping through.
Thousands of Cancer Research UK's community members post, comment and reply every day, and its moderators read every post themselves: for spam, for personal information a member might have exposed, and for signs that the person writing needed support.
The system they used was ageing and needed workarounds, and flagged posts sometimes slipped through, or waited too long for an answer.
- Client: Cancer Research UK
- Built on: the 4 Roads Ticketing Application
- Services: Strategy, design and development
One place to moderate
Every post a ticket, in one queue.
Rather than build a moderation system from scratch, 4 Roads extended its own Ticketing Application. A post created, edited or flagged opens a ticket, and a comment on it opens another, so moderators see everything that needs them in one place, with an excerpt of each.
From there, one click closes a case, unpublishes a post or marks it for another look, and the team can see what has been done and work through a hard case together.
Automation
The routine work, done for the team.
Posts from outside the UK are held unpublished automatically, using Fastly to see where they come from, so moderators can focus on the UK community; posts from people living abroad are still checked for relevance.
A post that nobody has answered after a set number of days is tagged for a response, so none is forgotten.
Results
Twice as fast, and fewer posts left waiting.
With the routine work automated, moderators respond to flagged posts twice as fast, and have more time to spend with the community itself.
- Response to flagged posts: twice as fast
- Unresolved posts: down 30%
Flagged posts answered twice as fast, and 30% fewer left unresolved
Over six months, in 2022.
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