Need clarification of ZOS Staff member Roles

SilverBride · December 4

I have seen several instances of ZOS staff being asked to do things that are not part of their roles. For instance I have seen @ZOS_Kevin referred to as a Moderator when he is actually a Community Manager with a LOT of responsibilities, but moderating posts isn't one of them. (As far as I know.)

Then I have seen forum Moderators tagged to check on tickets, which I believe is not one of their responsibilities. As far as I know their job is to keep forum posters compliant with the posting guidelines.

Is there something somewhere that defines all the staff roles, at least enough so posters know who to approach for what?

Danikat · December 4

My guess is most people tag whoever they remember seeing reply to things, whoever they know the name of or the most senior person they can find using @ assuming they'll either know more than a moderator or will realise it must be important if they're tagged in it and ensure the right person gets it sorted ASAP.

It happens in other situations too. Back when I was an intern in my first office job I often had to answer letters and emails addressed to the Chief Executive, the head of the Board of Trustees or the President of the organisation, because none of them would know what to do with it and I did, because it was my department's responsibility.

In other jobs, when I was no longer the one opening the post and checking the shared mailbox I'd still often have to deal with things addressed to much more senior people, and then it had the added delay that the person who originally recieved it had to work out who it was supposed to go to first.

(Now I'm thankfully in a job where I'm not allowed to interact directly with the public.)

valenwood_vegan · December 4

It's an interesting point yeah, I feel like we could at least use an update on the people / roles of the community team, as there have been some changes over the last couple years.

Being active on the forum, I'm aware of them... but I feel like many less active players are not aware that, for example, Gina moved to a new role. I've encountered some who think Kevin is still the forum manager (I believe that was what he was hired on for initially?) rather than a community manager now - especially since he's more active here on the forum, but Gina and Jess are usually the ones doing the streams. And then during the writhing wall event, there was a post from Amy Schlueter, whose title is senior community manager, who pretty much no one (in my circles at least) had heard of.

(And then of course I'm posting from an American point of view, but I know there are some community managers for other eso communities as well, such as Kai Schober).

So tl;dr, it might be worth giving us a little update about who the community team is and what their roles are currently - especially following the recent leadership change and shuffling of some other roles within the company.

Soarora · December 4

valenwood_vegan wrote: »

It's an interesting point yeah, I feel like we could at least use an update on the people / roles of the community team, as there have been some changes over the last couple years.

Being active on the forum, I'm aware of them... but I feel like many less active players are not aware that, for example, Gina moved to a new role. I've encountered some who think Kevin is still the forum manager (I believe that was what he was hired on for initially?) rather than a community manager now - especially since he's more active here on the forum, but Gina and Jess are usually the ones doing the streams. And then during the writhing wall event, there was a post from Amy Schlueter, whose title is senior community manager, who pretty much no one (in my circles at least) had heard of.

(And then of course I'm posting from an American point of view, but I know there are some community managers for other eso communities as well, such as Kai Schober).

So tl;dr, it might be worth giving us a little update about who the community team is and what their roles are currently - especially following the recent leadership change and shuffling of some other roles within the company.

Someone please correct me if I’m wrong but I *think* Amy is the social media person? Like the one running the instagram & twitter? People get introduced on the streams sometimes but yeah it’d be nice to have an easy way of seeing whose who so people might ping the right people. And it’d help humanize ZOS. The downside, though, is potential for targeted harassment or pointed hate at one person for something they alone probably didn’t do.

ShutUpitsRed · December 4

Soarora wrote: »

valenwood_vegan wrote: »

It's an interesting point yeah, I feel like we could at least use an update on the people / roles of the community team, as there have been some changes over the last couple years.

Being active on the forum, I'm aware of them... but I feel like many less active players are not aware that, for example, Gina moved to a new role. I've encountered some who think Kevin is still the forum manager (I believe that was what he was hired on for initially?) rather than a community manager now - especially since he's more active here on the forum, but Gina and Jess are usually the ones doing the streams. And then during the writhing wall event, there was a post from Amy Schlueter, whose title is senior community manager, who pretty much no one (in my circles at least) had heard of.

(And then of course I'm posting from an American point of view, but I know there are some community managers for other eso communities as well, such as Kai Schober).

So tl;dr, it might be worth giving us a little update about who the community team is and what their roles are currently - especially following the recent leadership change and shuffling of some other roles within the company.

Someone please correct me if I’m wrong but I *think* Amy is the social media person? Like the one running the instagram & twitter? People get introduced on the streams sometimes but yeah it’d be nice to have an easy way of seeing whose who so people might ping the right people. And it’d help humanize ZOS. The downside, though, is potential for targeted harassment or pointed hate at one person for something they alone probably didn’t do.

I did community facing work for a browser pet sim for a little while. Got death threats regularly over things like "so and so was mean to me on discord and you didn't ban them from this website" and "I don't like how this cartoon animal was drawn". Probably for the best that they don't give the community a target.

Hrolthar · December 4

Am I the only one that thought from the title that this was about Lightning, Fire and Ice Staffs? Lol 😆

SilverBride · December 5

Hrolthar wrote: »

Am I the only one that thought from the title that this was about Lightning, Fire and Ice Staffs? Lol 😆

Maybe I better edit the subject to be more clear! Done!

KitLightning · December 5

SilverBride wrote: »

[Maybe I better edit the subject to be more clear! Done!

And here I were looking
for ZOS wanding new roles
alas there were no sticky.
Good that you rod that out.

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katanagirl1 · December 6

I guess clarification would be helpful, I don’t necessarily know who does what, so I hesitate to flag someone.

I don’t really care if someone performs a task that is not their primary function though, companies are big into cross-training when they are short-staffed. The important thing is it gets done.

Destai · December 6

I would just appreciate if moderator comments weren’t flagged with the same icon as CMs and Devs. @ZOS_Kevin this has been an outstanding ask since you joined, was there any movement on it?

SilverBride · December 6

Their avatars say MOD or DEV across them but having different colors would distinguish them more. But a list of all the staff that post along with a description of what they do would be very helpful.

Destai · December 8

SilverBride wrote: »

Their avatars say MOD or DEV across them but having different colors would distinguish them more. But a list of all the staff that post along with a description of what they do would be very helpful.

They do, yes, but there's another area that could use some differentiation, as shown in the screenshot above. I would like this ZOS Icon to be reserved for non-moderator comments only. I'm clicking on it because I'm looking for actual commentary from ZOS. @ZOS_Kevin or @ZOS_JessicaFolsom is this something you could look into?

But yes, a list of who does what would be helpful.

ZOS_JessicaFolsom · December 12

Destai wrote: »

SilverBride wrote: »

Their avatars say MOD or DEV across them but having different colors would distinguish them more. But a list of all the staff that post along with a description of what they do would be very helpful.

They do, yes, but there's another area that could use some differentiation, as shown in the screenshot above. I would like this ZOS Icon to be reserved for non-moderator comments only. I'm clicking on it because I'm looking for actual commentary from ZOS. @ZOS_Kevin or @ZOS_JessicaFolsom is this something you could look into?

But yes, a list of who does what would be helpful.

Yep, this is something we can work on as a pinned post in January. Thanks for the suggestion!

SilverBride · December 12

ZOS_JessicaFolsom wrote: »

Destai wrote: »

SilverBride wrote: »

Their avatars say MOD or DEV across them but having different colors would distinguish them more. But a list of all the staff that post along with a description of what they do would be very helpful.

They do, yes, but there's another area that could use some differentiation, as shown in the screenshot above. I would like this ZOS Icon to be reserved for non-moderator comments only. I'm clicking on it because I'm looking for actual commentary from ZOS. @ZOS_Kevin or @ZOS_JessicaFolsom is this something you could look into?

But yes, a list of who does what would be helpful.

Yep, this is something we can work on as a pinned post in January. Thanks for the suggestion!

Thank you! It will be nice to know who everyone is and what their roles are, because we get it wrong sometimes.

Destai · December 15

ZOS_JessicaFolsom wrote: »

Destai wrote: »

SilverBride wrote: »

Their avatars say MOD or DEV across them but having different colors would distinguish them more. But a list of all the staff that post along with a description of what they do would be very helpful.

They do, yes, but there's another area that could use some differentiation, as shown in the screenshot above. I would like this ZOS Icon to be reserved for non-moderator comments only. I'm clicking on it because I'm looking for actual commentary from ZOS. @ZOS_Kevin or @ZOS_JessicaFolsom is this something you could look into?

But yes, a list of who does what would be helpful.

Yep, this is something we can work on as a pinned post in January. Thanks for the suggestion!

Thanks, I appreciate it. Will you also be looking into changing the moderation iconography as outlined in my screenshot? Would really appreciate the ZOS icon being reserved for CM and dev comments only. Maybe give Mods a different icon, if it's possible.