We'd like your feedback on how we handle reports

Community_Scope
Community_Scope Posts: 2,397 Online Community Team
in Announcements and information

We've heard from some members that when they report a post or comment, they don't always feel their report has been acknowledged, understood, or handled in the way they expected.

We take this feedback seriously and want to better understand your experience.

We're looking for your thoughts on what you would like to happen after you report something. For example:

  • What kind of acknowledgement, if any, would you find helpful?
  • What information would you like us to share about the outcome of a report?
  • What helps you feel that your concerns have been listened to, even if the outcome isn't what you hoped for?
  • Are there any changes to our reporting process that you think would improve the experience?

We know that there are limits to what we can share, particularly where another member's privacy is concerned, and we can't promise that every suggestion will be possible, especially as a small team. However, we genuinely want to hear your ideas, take your feedback on board, and look at where we can make meaningful improvements.

Please note: This thread is for general feedback about our reporting process. It isn't the place to discuss individual reports or ongoing disputes. Posts that target other members, staff or volunteers, attempt to escalate existing conflicts, or otherwise breach our House Rules may be removed so we can keep the discussion constructive and focused.

Thank you for taking the time to share your thoughts. We appreciate your feedback and look forward to hearing your ideas.

Comments

  • SwiftFox
    SwiftFox Community Member Posts: 1,412 Championing
    edited June 30
  • Ross1975
    Ross1975 Community Member Posts: 1,381 Championing
    edited June 30

    I think it would be great if you could share as much info as possible on what the outcome is, like not just if the offending post has been deleted or the offending part of it edited out (although we can see this ourselves by just going into the topic at a later date), but also if the user has been given disciplinary action, like have they been given posting restrictions, been warned, suspended, banned, etc? If that is possible. As this can be quite healing/therapeutic for the person on the receiving end and give them closure vs not knowing if anything was done or believing nothing was done.

    I think it would help too to feel that our concerns have been listened too (and I have already felt this on several occasions which is great) even if nothing gets done or if we think the action taken against them was too mild.

  • SheffieldMan1976
    SheffieldMan1976 Posts: 3,138 Connected
    https://forum.scope.org.uk/discussion/comment/1135743#Comment_1135743

    They're not allowed to share info on banned/suspended members under various data protection laws.

  • Bluebell21
    Bluebell21 Community Member Posts: 4,832 Championing
    edited June 30

    My ideas for how reports should be handled.

    1. Acknowledged by short message saying " We are looking into your concerns and will be in touch when we have anything further to report ". By creating a template the same message could be used for all reports, so not much extra work is created.
    2. After the concern has been looked at a further short message can be issued saying "Action has been taken or no further action will be taken at this time, but continue to report anything along similar lines as if a pattern can be shown here, action could be taken at a later date." Templates could be created again here so the same messages can be used.
    3. I think this would show that concerns have been listened to and dealt with.
    4. I know you are not able to share details of what action has been taken due to privacy of members involved. Obviously posts deleted or edited are plain to see [removed by moderator]. Disciplinary action taken against members on the forum or in any workplace is only ever between the member and the Moderators or Employers and that is how it should be.
  • rubin16
    rubin16 Scope Member Posts: 1,591 Championing

    Yeah, I agree with others. Some sort of broad message that just acknowledges you, and updates. Nothing that gives out any personal information or anything. Just a simple generic message to know the report is being looked at.

    At the moment it feels like reports fall into a pit of a black hole and its 50/50 if you ever get a response back, sometimes it feels like (Even during office hours) staff aren’t even there half the time or you feel ignored when you realise they are there but don't acknowledge.

  • SwiftFox
    SwiftFox Community Member Posts: 1,412 Championing
    edited June 30
  • egiste2r
    egiste2r Posts: 161 Connected

    The rules need to be very detailed, detailing what can and cannot be written—don't skimp on words and letters! Vague rules lead to misunderstandings and conflicts. For example, write that you can never write about Pink Unicorns' breakfasts. Otherwise, if it's not written as prohibited in the rules, then you can't complain about it to anyone.

  • SheffieldMan1976
    SheffieldMan1976 Posts: 3,138 Connected

    I reported several comments aimed at me last week, almost none of which were actually dealt with IMO.

  • Rachel_Scope
    Rachel_Scope Posts: 4,221 Online Community Team

    @SheffieldMan1976 sorry to hear that. I sent you a message yesterday, can you take a look in your inbox?

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