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See all MNHQ comments on this thread

Original poster

Word of advice to MNHQ

999 replies

Hahahahaha123 · 23/08/2017 17:35

The next time you send an email about a poster to that poster by mistake. Probably best not to refer to your users as 'these people'

OP posts:
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8
FaithHopeCharityDesperation · 24/08/2017 12:51

Not engaging with a previously banned posters who comes back under a pseudonym to flout the rule she was banned for though?

But there's no engagement with non-PBP who follow the rules & email either.

TheNiffler · 24/08/2017 12:52

Maryz, I'm Stratters, lovely

MNHQ
JustineMumsnet · 24/08/2017 12:52

@Maryz

And we are back to the question of

Is MN (the talk board, not the main site) a place for support or purely a money-making business?

If it's for support, then knowledgeable supportive posters are valuable. If it's for money making, then trolls are valuable.

I too don't get the "unique user" numbers - surely in these days of mobile IP addresses the term is meaningless?

Google uses cookies i think. Of course knowledgable, supportive posters are valuable - would never suggest otherwise. Disenchanted posters who don't accept the site rules and constantly slag the site and moderators off are less valuable.

Saucery · 24/08/2017 12:53

It is fine not to engage if you don't feel it is appropriate. It is not fine to have a policy so wispy washy that staff have leeway to be rude and dismissive via email about posters.
If you don't want to engage, then email saying so, in clear terms and why. Not chunner away like amateurs gossiping on FB.

Maudgonnemad · 24/08/2017 12:53

Didn't the poster in question state that she wasn't a PBP, merely suspended? And hasn't re-regged at the time the MNHQ email was sent?

I've been here 5 years, and I agree that there's a quite nasty tone creeping in the last while from MNHQ. Also evident on this thread.

zzzzz · 24/08/2017 12:54

This reply has been deleted

Message withdrawn at poster's request.

Somerville · 24/08/2017 12:54

Not engaging with a previously banned posters who comes back under a pseudonym to flout the rule she was banned for though?

I thought she was suspended, rather than banned? Confused
Maybe I've got the wrong end of the stick. Sure, if someone has been banned, it's been explained to them (if they ask) that it's not in error and is permanent, and then they later rereg then I can see that they'll be banned again, and probably ignored. But there seems to be an awful lot of this kind of situation occurring, and they are not all PBP. A good pal of mine was accidentally suspended, but it took a week of emails for her to get a response and be reinstated. I can totally see the temptation of reregging and posting on site stuff out of frustration.

MNHQ
JustineMumsnet · 24/08/2017 12:54

@FaithHopeCharityDesperation

Not engaging with a previously banned posters who comes back under a pseudonym to flout the rule she was banned for though?

But there's no engagement with non-PBP who follow the rules & email either.

Who is this you speak of?

Maryz · 24/08/2017 12:55

This reply has been deleted

Message withdrawn at poster's request.

MNHQ
JustineMumsnet · 24/08/2017 12:55

@Somerville

Not engaging with a previously banned posters who comes back under a pseudonym to flout the rule she was banned for though?

I thought she was suspended, rather than banned? Confused
Maybe I've got the wrong end of the stick. Sure, if someone has been banned, it's been explained to them (if they ask) that it's not in error and is permanent, and then they later rereg then I can see that they'll be banned again, and probably ignored. But there seems to be an awful lot of this kind of situation occurring, and they are not all PBP. A good pal of mine was accidentally suspended, but it took a week of emails for her to get a response and be reinstated. I can totally see the temptation of reregging and posting on site stuff out of frustration.

I believe we're talking about a pbp (although i know that's disputed on reddit)

FaithHopeCharityDesperation · 24/08/2017 12:58

Who is this you speak of?

Me.

See my previous post re days of unanswered emails to MNHQ querying why I couldn't log in.

MNHQ
JustineMumsnet · 24/08/2017 12:58

@Maryz

Sorry - one other point:

"The grey area/ trouble comes when it's potentially vulnerable person" - the thing is that sometimes you are going to have to risk hurting or damaging a vulnerable person for the sake of the many other vulnerable people on the thread.

It seems that when MNHQ look at a thread that we all think is an emotional troll, they only look at the op. They worry (rightly) about upsetting/damaging the op by their actions. But should you not also be very worried about all the other posters, and the even more numerous lurkers on that same thread. Many of whom will be just as (if not more than) vulnerable as the op.

More decisions should be made, imo, in favour of the many not the few.

And that's assuming the op is genuine, which I'm sure many are not Hmm

It's a fair point - and one I promise we'll discuss further. I've got to head off for a bit but will ask team to respond to specific recent moderation questions and will look in later.

zzzzz · 24/08/2017 12:59

This reply has been deleted

Message withdrawn at poster's request.

MNHQ
JustineMumsnet · 24/08/2017 12:59

@Maudgonnemad

Didn't the poster in question state that she wasn't a PBP, merely suspended? And hasn't re-regged at the time the MNHQ email was sent?

I've been here 5 years, and I agree that there's a quite nasty tone creeping in the last while from MNHQ. Also evident on this thread.

Sorry can you be more specific? Genuinely confused about the nasty tone?

MNHQ
JustineMumsnet · 24/08/2017 13:00

@FaithHopeCharityDesperation

Who is this you speak of?

Me.

See my previous post re days of unanswered emails to MNHQ querying why I couldn't log in.

Ah I see, sorry, I don't know the answer Faith I'm sorry, but will find out and get back or one of the team will.

AccrualIntentions · 24/08/2017 13:01

JustineMumsnet I don't think there is anything wrong at all with building a business or making a profit, that certainly wasn't the point of my post. But with that comes an expectation of a higher level of professionalism in terms of site organisation, back office, customer service, whatever. And I think that does mean respecting the posters (because they're your product) that you find annoying as well as the ones who meekly click and raise ad revenue while contributing nothing to the "community".

Ciaovenora · 24/08/2017 13:01

Talking about Trolls Justine at one point we had three threads running simultaneously in three separate forums about Fostering all three had the exact same original post the op replied to each thread as if it was unique, it took weeks for you guys to shut them down-we reported you guys did nothing for a considerable period.

Somerville · 24/08/2017 13:04

I believe we're talking about a pbp (although i know that's disputed on reddit)

I'm not on Reddit. I read that she was suspended, not banned, at the time she got this email, on this thread. Are you able to clarify with your mods as surely it makes a big difference?

But there is a wider problem, which I've heard from multiple long term posters IRL and elsewhere on here, of achingly slow response times from the contactus email address. Tightening that up seems to be a possible way to mend some fences.

endehors · 24/08/2017 13:05

And I think that does mean respecting the posters (because they're your product) that you find annoying as well as the ones who meekly click and raise ad revenue while contributing nothing to the "community".
Yes, completely agree. I can't believe excuses are being made for this unprofessional behaviour.

MadMags · 24/08/2017 13:05

Sorry can you be more specific? Genuinely confused about the nasty tone?

This is really quite frustrating!

Lots of people have told you there's a tone. You've said yourself you don't spend a lot of time modding, so is it really beyond the realms of possibility that it is happening, and just because you don't see it, doesn't mean it's not there.

There have been many posts on this thread alone about it. We can't all be imagining it!

MaudGonneMad · 24/08/2017 13:05

Sorry can you be more specific? Genuinely confused about the nasty tone?

Justine, if you genuinely want to find out what's gone wrong, I suggest you listen to the many, many posters of long standing who are stating over and over again that the communication from MNHQ has gone downhill in the last 18 months or so. Tetchy, curt, abrupt. I haven't been on the receiving end of it, so I don't have an example to pull out of my hat, but it's a pretty widespread impression. Problem is, I'm not sure you do want to listen.

TheNiffler · 24/08/2017 13:06

I believe we're talking about a pbp (although i know that's disputed on reddit wink)

Very disingenuous.

Anyone else feel they're being Mansplained at?

endehors · 24/08/2017 13:06

Yes, the sneery tone has been mentioned too often to just be dismissed.

MNHQ
JustineMumsnet · 24/08/2017 13:08

@AccrualIntentions

JustineMumsnet I don't think there is anything wrong at all with building a business or making a profit, that certainly wasn't the point of my post. But with that comes an expectation of a higher level of professionalism in terms of site organisation, back office, customer service, whatever. And I think that does mean respecting the posters (because they're your product) that you find annoying as well as the ones who meekly click and raise ad revenue while contributing nothing to the "community".

Even the ones who've flouted the rules persistently - so much so they've ended up being banned? I'm sorry but I think you're being unrealistic. It's like asking Boots to respect shoplifters because they're regular customers...

FaithHopeCharityDesperation · 24/08/2017 13:09

Ah I see, sorry, I don't know the answer Faith I'm sorry, but will find out and get back or one of the team will.

It's ok, I'm over it now Grin

It's just that I can see that the lack of communication (which seems to be a recurring theme on this matter) is a probable reason why people re-reg.