How to ask for clarification or futher information - once someone answers a question????
So please, please tell me something . . .
Once I ask a question here in Q & A
and someone responds - and they themselves admittedly point out they dont have the real answer:
Why am I sometimes then NOT be able to reply to the person that responded - telling them I need more clarification, or a better answer - and need more assistance
In other words how can I follow up with a second post to my original question???? (without having to reply privately to the person or re-posting)
example: https://community.familysearch.org/en/discussion/90093/temple-reservation-limits
There truly is nothing more frustrating then asking a question - getting a response that does not even remotely offer an answer - and then not be able to even point out to people in leadership / support - that my question wasnt even answered or that I need more info. . . . nor do I have a way of "re-opening the case (other than submitting a totally new question).
I am told "hope that helps" - but no way to tell them "NO it didnt . . ."
How is this helpful?
How is this a solution?
How is this an example of the Lord's work ?????
Why does it seem people are just worried about closing questions - rather than providing real solutions or answers.
I totally realize my specific question may have not had a real specific answer - but thats beyond the point -- I didnt have a way to continuing the thread in this case - why? was the questiuon (apparently) "closed" for further response??
How does one escalate to a second tier of responders - when an answer is not acceptable or plain not answered??
Answers
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Hello Dennis,
This is a good question, our Australian team of moderators looks at most of the unanswered questions and try to resolve them. Other moderators from US, Europe are doing some of the same things we do. We then escalate or refer to our supervisors our concerns.
The system has a lot of teething problems. So, if more questions of these types are posted, we then get to know the issues some of you are facing.
So, you say that the ability to reply or repost your question without private messaging is problematic. Do you see the question posted at the end of this answer asking if it answered your question or not? If you don't see it, let me know, and I will ask the powers that be.
We know it is a pain and a steep learning curve for this system, but have patience and be positive, some things will be sorted out.
Keep up the good work, and I like to let you know, I follow closely some of the posts you made.
regards
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Good evening Dennis J. Yancey,
I would like to take a moment to share a thought that has been helpful to me. I am quoting Elder Jeffrey R. Holland from April, 2013, General Conference. Elder Holland said, "So be kind regarding human frailty—your own as well as that of those who serve with you in a Church led by volunteer, mortal men and women. Except in the case of His only perfect Begotten Son, imperfect people are all God has ever had to work with. That must be terribly frustrating to Him, but He deals with it. So should we. And when you see imperfection, remember that the limitation is not in the divinity of the work."
So to answer one of your questions, yes this is the Lord's work. You have seen imperfection. But please be assured each one of us who attempt to serve the guests in Community are 100% dedicated to responding to President Nelson's call to gather Israel on both sides of the veil, as are you.
Please be patient with us; we are learning new ways to respond to the needs of our guests in Community. We are just as frustrated as you are when we cannot craft a perfect response.
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Hello @Dennis J Yancey
If your post contains contain sensitive information then it is supposed to be escalated to an Escalation queue. Unfortunately when that happens, not even the original poster can see the post anymore! (Hoping this gets changed)!
We still, obviously, are having teething problems. Some of the moderators are posting answers to the posts in the Escalation queue - but the original poster can't see the answer as the post is in the Escalation queue. The person who works the case is supposed to Private Message you in these circumstances.
Also we have moderators who are escalating posts that should not be escalated. If your post has a question about ordinances, and it is not of a sensitive nature, then it should stay in the Temple category. Then the original poster should be able to see the answer and ask further questions about the issue.
If a moderator is unable to answer a post then they should just leave the post where it is and not escalate it.
Your question about the Temple Reservation List limits, namely https://community.familysearch.org/en/discussion/90093/temple-reservation-limits
is still in the Temple category and so should still be able to be accessed by you. You should be able to indicate that the answer was not sufficient and you should be able to ask clarifying questions.
Can you still see your post about Temple Reservation Lists?
As for getting correct answers. If the answer is not sufficient then indicate that it is not.
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