Recruitment Marketing Public

The Discussion Management area provides a centralized view of all candidate discussions submitted through your Recruitment Marketing site. It allows you to easily review activity across your site, including new questions, replies awaiting moderation, merged or outdated content, and seeded questions created to keep engagement active. Each section helps you understand the status and health of your discussion space, ensuring content remains accurate, relevant, and well-organized for both candidates and Employee Ambassadors.

Access and navigation

1. From the side menu, under Content, click Discussions.
2. From here, each tab across the top of the discussion area helps provide an organized function to maintain your discussions, with key tab details listed below:
   1. All Discussions: View and manage all Discussions here. Each item contains actions that enable you to edit an existing discussion, update an outdated discussion, delete a discussion if it's no longer needed, merge a discussion, and view a discussion on your public site.
   2. My Unanswered: View your unanswered questions. This tab displays questions awaiting your response.
   3. Moderation: Site admins can view all current replies requiring moderation and publication. See below for further details.
   4. Unanswered: View questions that are awaiting a response. Each question can be promoted, hidden, closed, reassigned, or answered by an administrator. Insiders with unanswered questions will receive automated email reminders. Admins are also notified on a regular basis when there are unanswered questions on the platform.
   5. Merged: View and manage similar discussions. See below for further details.
   6. Outdated: View and manage questions older than 2 years. See below for more details.
   7. My Answered: View and manage your answered questions here.
   8. Seeded: View and manage Seeded Discussions, ensuring a constant flow of questions to be answered by employee ambassadors. See below for more details.

Moderation

When moderation is enabled for Employee Connections, all new questions submitted by users are initially hidden from the public-facing site. To ensure all content is properly vetted before becoming accessible to a wider audience, both the question and its corresponding answer will only be displayed publicly once an answer has been provided, reviewed, and approved.

All replies requiring review will appear under the Moderation tab.

To approve each discussion, you must:

1. Click Edit (pen icon) to the right of the discussion.
2. Review the comment in the text box, and make any edits that you see fit.
3. Click on the drop-down under Approval Status and change it from "Unapproved" to "Approved". 

4. Click Save.

   

Upon saving, the discussion will be published to the public platform, and the candidate will be notified of the answer.

Discussion Content Rules

In addition to the Discussion Moderation tab, Admins can also create additional content rules that automatically apply to each new discussion created inside the platform. These rules stop candidates from creating discussions that are deemed inappropriate or deviate from topics that Ambassadors are allowed to answer.

To access the discussion content rules:

1. From the side menu, under Company, click Settings.
2. Under Web, click on Discussion Content Rules.
   

In this view, you can review all current content rules set up in your company. Next to each content rule, you can either edit (pen icon) or delete (trash can icon) the rule.

To set up a new content rule, you will need to:

1. Click New located in the upper right corner of the box.
2. Select which Rule type you would like to use:
   1. Keyword match: The question text will be searched for a specific keyword within the text. If found, the question will be flagged, and the content rule will appear.
   2. Category match: Questions will be categorized through our AI categorization tool, and if mapped to the category selected, the question will be flagged, and the content rule will appear.
3. Provide a Name to identify the rule you wish to set. This will not be shown to the candidates.
4. Set a message in the Message field. The content provided in this field will show up as a front-facing message to the candidate when they attempt to submit a message that triggers the flag. This message should relay to the candidate why their type of question is being rejected.
5. Optional: Provide a Link to redirect candidates who encounter this content rule. This can be used to direct them to better resources that answer their inquiries. Note that this is an optional field and does not need to be filled.
6. Assign the Keywords or categories that you would like to be rejected. Use a comma to assign multiple keywords to a content rule.
7. Select the Enforcement strength of the content rule:
   1. Hard: Rules that are set to “hard” will reject the question entirely. Meaning that candidates will not be able to ask the question.
   2. Soft: Rules that are set to ”soft” will allow the candidate to still ask the question, but are warned it may not be the right place to answer it. 

Once all of the mandatory sections have been completed, click Save, and the rule will go live.

Merged

Often questions of a similar nature are asked on Employee Connections. This can lead to your ambassadors feeling as though they are answering the same questions, while also creating lots of duplicate content on the site. Merging discussions allows for the replies of two discussions to be combined into one. All traffic is then pushed to a single discussion. 

To merge two or more discussions that are similar like the above example, you will:

1. Click on the merge icon next to the discussion.

2. Type in the pop-up box the discussion that you want the current discussion to merge with 

   Note:

   The main discussion you work from is the question that will remain.

3. Click Next Step.
4. Approve the merge (this cannot be undone) by clicking on the Merge Discussion button.
5. The discussions have now been merged.

Once the merge is completed, the duplicate will be removed from the All Discussions tab. By selecting the Merged tab, you can view any recent or past discussions that have been merged together, as well as see the merged discussions by clicking the hyperlink under the Merged discussions column to the right of the discussion.

Outdated

As you continue to leverage the system over a span of time, content can begin to appear outdated, even when the information is still relevant. When viewing the Outdated tab, you will be provided with a list of discussions that are older than 2 years, ordered by their date. When discussions appear here, it is recommended that you review their content for continued relevance. If it is shown that the content is still accurate, simply click on the Update outdated discussion (calendar) icon to update the review date. Once completed, the date shown against the discussion will be updated to today’s date, ensuring the content appears relevant to your candidates.

Seeded Discussions

Seeded questions are discussions you can leverage to spark engagement with your employee ambassadors, during times of low question activity. This helps to ensure a constant flow of questions circulates inside of your platform.

There are two ways you can create seeded questions inside of your system. Either through a bulk creation or 1 by 1. Once assigned to an Employee Ambassador, all seeded questions will move out of the Seeded tab.

Creating bulk seeded questions

To create seeded questions in bulk, navigate to the Seeded tab. From here, simply click on the Generate Seeded Discussions button to populate a list of preset questions. You also have the capability of editing these questions at any time to align with your company’s culture and brand.

Creating individual seeded questions

To create individual seeded questions, you will first need to create a new discussion all together. To do this, simply click on the New icon located in the upper right corner. 

From here, fill out the necessary information regarding the question, additional details etc. Once you are ready, tick the Seeded Discussion option to mark this discussion as a seeded question and click Save.

From here, the discussion will appear in the Seeded tab. If an ambassador does not answer a question each week, the system will derive a discussion from the Seeded tab to procure engagement with the ambassador.

View Public Discussions

Once a discussion is made visible on the website, viewing the front end discussion is possible by clicking on the Public site discussion icon. This will route you to the public facing platform to view the discussion as a candidate would.

Discussion Management Sort Options

Within each tab, discussions can be sorted by a plethora of parameters, from "number of views", "likes", "responses", "dates", or if the discussion is marked as a "Top Discussion".

In addition to the traditional sorting options, discussions can also be viewed based on visible or archived statuses. Visible discussions are viewable on the public platform. They will have a "Public site discussion" icon against them under the Actions column. In contrast, archived discussions will be hidden from the public platform and can only be accessed through the Discussion Management page.

Discussion Actions

To begin creating a new discussion, simply click on the New button located in the top-right corner of the Discussion Management page. This action will open the necessary form, where, when creating a new discussion manually, a few additional features are at your disposal:

• Top Discussion: Any discussions that you believe to be high quality can be marked as a "Top Discussion". By ticking this box, the system will add the discussion to the "Top Discussion" list, which can be used as a way of selecting which discussions show up more frequently in content blocks used via webpage or email.
• Close Discussion: If replies should no longer be allowed, admins can choose to close the discussion by ticking "Close Discussion". This will display a gentle "This discussion is closed, so no new comments can be added" message to ambassadors. 
• Anonymous: When creating discussions, you can set the author to be anonymous. This will mean displaying the author of the discussion as "anonymous". This will often be utilized if you are attempting to create content of your own.
• Seeded Discussion: See Seeded Discussions above for details.
• Accept content rules warnings: If a question is newly created and hits a "soft" blacklist rejection, ticking the "Accept content rules warning" box will allow it to skip and be published to the public website.

Reply Actions

When viewing a discussion from within the system, Admins can review each reply and provide triage to each.

• Delete or edit reply: An admin has the capability of removing a reply from a discussion by selecting the Delete (trash) icon. Clicking this will immediately remove the comment from the public-facing platform. Additionally, selecting the Edit (pen) icon allows admins access to the Update a reply page.

  

• Pin a reply: High-quality replies can sometimes get long in discussions with a lot of replies. By ticking the Pinned checkbox, the reply will stay at the top of the page, becoming easily visible to prospecting visitors.
• Accept content rules warnings: If a manual reply is newly created and hits a "soft" blacklist rejection, ticking the "Accept content rules warning" box will allow it to skip and be published to the public website.

Employee Ambassadors' view of Discussion Management

Employee Ambassadors have a limited view of the Discussions Management dashboard, as they will mainly need access to the dashboard to answer questions and view if replies have been approved. Employee Ambassadors have access to All discussions, My Unanswered, Moderation, All Unanswered, and My Answered tabs. 

Employee Ambassadors can also review the Moderation tab to review discussions awaiting approval, and can edit their own while there. However, they cannot approve a reply and set it to live.