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A change to the reports system

10 replies

RebeccaMumsnet · 13/07/2016 11:52

Hi all,

As you know, we rely on MNers to use the 'report' link if they spot anything untoward on the boards - and we very much appreciate it when you do. We want to be able to be more responsive to these reports generally, so we're going to stop sending individual acknowledgment mails for now; we think this will free up a fair bit of time which could be better spent elsewhere.

When you report a post, you'll now see this message:

Thanks very much for reporting this - we rely on your reports to make sure Mumsnet is a brilliant place to come for support and advice.

In order to best focus our efforts, we tend not to respond to reports individually - but be assured that we read every single one, and that we'll look into the problem as soon as possible.

And we'll be highlighting a few links to places you might want to go next.

We'll continue to mail folks directly as and when the need arises - and as mentioned, we'll be reading each and every report, come what may. In the meantime, if you have any questions, please do ask!

RebeccaMumsnet · 13/07/2016 11:56

@StealthPolarBear

Good idea, I've thought this for a while, I appreciate getting a reply but it's really not necessary (assuming you do post on the thread)

That's the idea Stealth. Not on every single one reported, but certainly on more than we do atm.

RebeccaMumsnet · 13/07/2016 12:21

@bibbitybobbityyhat

Sensible idea Rebecca. It must be extremely time-consuming to answer them all. I certainly don't expect a reply but most of my reports are for spammers anyway.

Just scratching my head slightly over "And we'll be highlighting a few links to places you might want to go next" ... can you clarify?

The links will be to Site Stuff, back to the thread, to FAQs and our guidelines too.

RebeccaMumsnet · 13/07/2016 13:30

@Queenbean

Is it possible though to comment on the thread if it has been reported as a troll, to say you've investigated and it's not a troll?

I've reported a few recently which haven't had an email back (which is obviously fine) but then no note on the thread either - wouldn't it be helpful to avoid troll hunting too if you can say that you don't believe the op is a troll?

yes and no It all depends on the volume of reports tbh. We don't like to interrupt when we don't need to so if we get one report about an OP then we will look into it. If they are found not to be a troll then we will just leave it. If we get ten reports about the same poster and it's all good then we will post to put folks minds at rest and to stop the reports coming in.

It is against the guidelines to troll hunt anyway, so us posting should not factor into it. We ask people to report and not troll hunt (and report for troll hunting).

We know this will rely on trust and we will reply sometimes, just not with the 'thanks, we'll take a look' type mails as we'd like to be able to come on and explain things when necessary and this frees us up to be able to do that.

RebeccaMumsnet · 13/07/2016 14:20

Naaaww, thanks StaleOreo , just doin' ma job

We also think it will be nice to chat out in the open too, we're all humans rustling away behind the scenes and it's nice to have open discussions.

RebeccaMumsnet · 13/07/2016 14:29

The powered by Gin bit is correct but we have feelings too Grin

YetAnotherHelenMumsnet · 13/07/2016 15:07

(Plus, larkin' about on the boards was what got most of us the job in the first place... so the more of that we are free to do, the better. Hurrah! #paidtoMN #livingthedream)

YetAnotherHelenMumsnet · 13/07/2016 21:56

Don't worry, lads, we're going to be on the boards more so you'll get the personal touch of which you are so fond... Wink But yeah, we know what you mean about the emails, they were nice for us too, which is probably why we kept doing it long after it was no longer terribly practical.

RebeccaMumsnet · 15/07/2016 09:50

@ExtraHotLatteToGo

I got one of the automated pop ups yesterday, I was surprised by it & a bit sad. Not that I ever expected MN to reply to all my reports, but even when you/they didn't, I felt that there was that open path of communication there.

Whilst I understand the practicality of it, it's a shame. It's not the information in emails that I'll miss, though that was good to have, but the fact that there was that communication between members & MNHQ. It made MN feel more 'real' especially on days where most threads make you Hmm. It was just nice to have that communication, it was sometimes amusing, other times just a nice chat, but mostly it displayed quite clearly the MN weren't like so many other forums where it's all automated and you never speak to a real person. Shame that's gone now.

Hi ExtraHotLatteToGo,

It's not gone, we will still reply sometimes and on threads too.
We are not doing this in attempt to stop communication, it's actually to improve it by replying out on the boards a bit more rather than individually. Although we will still be sending some mails, just not 'Thanks, we'll take a look' sort of mails.

RebeccaMumsnet · 15/07/2016 09:53

@Samcro

I am confused. how do we now know mn hq have seen the report? I just reported something , now I won't know if mn hq have seen it.

Hi Samcro,

If you report and see the auto-response on site after hitting the send button, we will have seen it. You will also, if necessary, see action on the thread.
The only thing different is you won't get a 'Thanks, we'll take a look' response to your email inbox.

RebeccaMumsnet · 16/07/2016 23:36

@FutureBoardingParent

Problem: you've deleted a whole, generally unobjectionable, thread where I had reported a single post. This is presumably a mistake, but since I don't have an email from you under the new system, it's not clear how to get you to correct it. Perhaps if I now report this post to try to tell you which thread?

Generally, I think it would be good to get an email even if it's boilerplate, so there's something to reply to if further communication is needed.

Apologies Future, we've reinstated that thread now. Thanks for your reports.

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