With Manage Workspace community teams have the tools to suspend bad actors, and well as remove all of the user’s content, with the click of one button.
What is Participation Suspension
The Participation Suspension tool is a feature of Manage Workspace that allows community managers to suspend the participation privileges (e.g.: starting or replying to a conversation, voting, etc.) of a user account in their community. This practice is sometimes referred to as “banning” a user.
The Participation Suspension tool is applied at the user account level (email address). IP blacklisting is not available to individual community teams. If a community member tries to participate in your community with a suspended user account they will receive an error message letting them know they have been suspended with direction to contact your company for more information.
When to use Participation Suspension
The Participation Suspension tool should only be used in clear cut cases of spam or persistent abusive behavior (e.g.: profanity, obscene content, etc.) in a community. It should not be used to stifle or censor a frustrated member.
If you’re dealing with a member that is extremely angry, we strongly recommend reaching out to them one on one to discuss their behavior in the community prior to using the suspension tool. We all have our bad days, so making the extra effort to remind your customer of your community’s guidelines can make a world of difference when cultivating relationships with your customers.
How do I suspend a community member?
Community members can be suspended from within Manage Workspace. First, log into Manage Workspace, and click on the People icon in the left view slider.
Find the community member that you’d like to suspend. The list of members on the left hand side is ordered by most recent activity, or you can use the search tool to search by name, nickname, email address, FastPass ID, or email domain.
Click on the suspension icon from the member’s profile view, and fill out the information requested on the form. Remember, the information you include in the form will be presented to the suspended member the next time they log in and try to post in the community. Click “Suspend.”
Once the community member has been suspended, a red box will outline their profile in Manage Workspace and the suspension symbol will appear next to their role.
How do I suspend a community member and remove all of their content?
Begin the suspension process by finding the community member you need to suspend, and clicking on the suspension icon from the member’s profile view. Fill out the information requested on the suspension form. Then, check the “Also remove all content by this person” box and fill out the form related to content removal.
Remember, the information you include in the suspension form will be presented to the suspended member the next time they log in and try to post in the community. Click “Suspend” once you have completed both forms.
How do I restore a suspended community member?
To restore a suspended community member, look up the user’s profile in the “People” section of Manage Workspace. You can use the search tool to find a user by name, nickname, email address, FastPass ID, or email domain.
Once you’ve found the user that you’re looking for, click on the suspension icon located on the far right hand side of the profile. You will be asked to confirm that you want to restore the user’s participation privileges. Accept the confirmation to restore the user. If you have removed all of the user’s content, you can easily restore it by checking the “Also restore all content created by this person” box on the confirmation page.