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Best Practices

Follow these guidelines to effectively manage Popular Questions and maintain a high-quality user experience.

General Principles​

Quality Over Quantity​

  • Don't show every popular question
  • Focus on questions with good answers
  • Hide questions that confuse users

Fix Before Blocking​

  • Blocking hides the symptom, not the cause
  • If a question has bad feedback, improve the answer first
  • Only block questions that can't be fixed

Trust the Auto-Filter​

  • The automatic filter catches most problems
  • Only override when you have good reason
  • Review your overrides periodically

Regular Maintenance Schedule​

Weekly Tasks (5-10 minutes)​

  1. Check "This Week" popular questions
  2. Review any questions with increasing negative feedback
  3. Block obviously problematic questions
  4. Note questions that need cache improvements

Monthly Tasks (15-20 minutes)​

  1. Review all blocked questions
  2. Unblock questions with fixed issues
  3. Check auto-filtered questions for legitimate overrides
  4. Cross-reference with Cache Performance Metrics

Semester Tasks (30 minutes)​

  1. Comprehensive review of all blocks and overrides
  2. Update seasonal questions (registration, deadlines, etc.)
  3. Coordinate with cache and prompt updates
  4. Document any patterns you've noticed

Decision Framework​

Use this framework when deciding what to do with a question:

Is the question frequently asked? (High count)
├── YES
│   └── Is feedback mostly positive? (>70%)
│       ├── YES → Leave visible
│       └── NO → Can the answer be improved?
│           ├── YES → Improve cache first, then monitor
│           └── NO → Block the question
└── NO
    └── Let the system handle it naturally

What to Block​

Block These Questions​

TypeExampleWhy Block
Outdated topics"COVID policy for campus?"No longer relevant
Confusing wording"How things work here?"Too vague to answer well
Off-topic"What's the weather?"Not related to HFIM
Harmful(any inappropriate content)Protect users
Duplicate"HFIM program?" vs "What is HFIM?"Keep the better version

Don't Block These Questions​

TypeExampleBetter Action
Popular but low feedback"How to register?"Improve the cached answer
Seasonal"Fall schedule?"Update cache, unblock later
Complex"Course prerequisites?"Add better cache variations
New topics"New degree option?"Create cache entry

What to Allow (Override Auto-Filter)​

Allow These Questions​

SituationExampleWhy Override
Fixed bugsQuestion failed before fixAnswer is now correct
Important topics"Contact advisor"Users need this info
Temporary issuesExternal system was downProblem was not our fault
Seasonal priorityRegistration questionsTimely and important

Don't Override These​

SituationExampleWhy Not
Consistently poor answersStill getting bad feedbackFix the answer first
Low importanceRarely needed informationNot worth the exception
Unresolved issuesBug still existsWait until fixed

Common Mistakes to Avoid​

Mistake 1: Over-Blocking​

Problem: Blocking too many questions reduces helpful suggestions.

Solution: Only block questions that truly can't be fixed. Most problems are answer problems, not question problems.

Mistake 2: Ignoring Auto-Filtered Questions​

Problem: Good questions get hidden and forgotten.

Solution: Periodically check auto-filtered questions (enable the checkbox) to find candidates for "Allow Anyway."

Mistake 3: Set and Forget​

Problem: Blocks and overrides become outdated.

Solution: Review your decisions monthly. Situations change - so should your management.

Mistake 4: Blocking Without Investigation​

Problem: You block a popular question without understanding why it has bad feedback.

Solution: Always check Conversations first to see what's actually happening.

Coordinating with Other Admins​

Document Your Decisions​

When you block or override a question, make a mental note of:

  • Why you made the decision
  • When you expect to revisit it
  • Any related cache entries

Consistency Matters​

  • Agree on standards with other admins
  • Don't override another admin's block without discussion
  • Follow the same decision framework

Measuring Success​

Signs of Good Management​

  • Popular questions list shows helpful, relevant topics
  • Feedback ratios improve over time
  • Fewer auto-filtered questions (better initial quality)
  • Users finding helpful information quickly

Signs of Problems​

  • Too many blocked questions
  • Frequently overriding the auto-filter
  • Feedback ratios declining
  • Same questions getting blocked repeatedly

Integration Checklist​

When managing popular questions, consider these connections:

  • Cache: Does this question have a cached answer? Is it good?
  • Conversations: What are actual user interactions like?
  • Prompts: Does the system prompt handle this topic well?
  • Variations: Does the cache entry have enough variations?

Related Resources:

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