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Posts reported. Updated: moderation needed

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ProfilePosted byOptionsPost Date

TheBlackKnight

TheBlackKnight Report 17 Dec 2012 00:43

Lots of postings have been RRd over the weekend & still remain as RRd, so the promise of this never happening again means nothing.

The promise of a seven day a week service is clearly not happening so means nothing.

Some members still get notified while others don’t so the promise of that not happening again means nothing.

Consistency will be a huge improvement!! Well here we are just one week on from that being said & things don't look very good on that one either.

All this & more has been going on for far too long now. Many members have come up with some very good ideas how things can be made better but are ignored. When will GR actually help its paying members & stop the RRing, bullying & abuse that goes on, on a regular basis on GR? The only reason GR’s membership is so high is because a lot of members have 3 & in some cases more accounts to use, some use them just to cause trouble. GR know who they are as they have all the details needed, even if they make that info up GR can just look at the IP address.

The site needs a new moderating team 24 hours a day 7 days a week. Paying members have asked for this for years now so how about it?

KenSE

KenSE Report 16 Dec 2012 16:35

There has been a lot of reporting of posts and threads today, and in spite of the assurance that the team works 7 days a week, there is no evidence of that so far.

Joy Kentish Maid

Joy Kentish Maid Report 11 Dec 2012 08:34

Thank you, Estelle. This has been an ongoing matter for a long time.

SylviaInCanada

SylviaInCanada Report 10 Dec 2012 16:54

Estelle


Thank you very much for your help.

Consistency will be a huge improvement!!


I will be off the boards for the next 3 weeks or so ............... but look forward to the improvements on my return




Merry Christmas and a Happy New Year to you all.



sylvia

Estelle

Estelle Advisor Report 10 Dec 2012 11:46

Hi Sylvia,

I am sorry if your posts have not been looked at over a weekend. That should not happen at all and I will raise this with the customer service manager.

Over the last week the team have been given further training on request reviews and abuse emails. We are keen to ensure that our replies and actions are consistent.

Kind regards,

Estelle

LadyScozz

LadyScozz Report 5 Dec 2012 05:53

Quote ~

From now on, when a post is reported they will give the poster details of the post reported and also the reason why they removed it.

About time!!!!!!

Some people post several times every day, and would have NO IDEA which posting was reported.

As for the previous rule of "not discussing" it..... that was ridiculous! The Phantom RR'r had a wonderful time :-P

SylviaInCanada

SylviaInCanada Report 4 Dec 2012 21:35

Estelle

thank you for replying

However, I think we are all aware that things do not always work as intended.

It is often unclear which guideline has been overstepped

It is also true that posts are removed when reported under the "Other" section of Abuse ................... and removed unnecessarily!

So, many members are still unaware of what they have done wrong.


It is also true that moderation does not always happen over the weekend ................. every weekend, I see posts that were reported on Friday still showing as awaiting review at 6 am Monday morning! Just this past weekend, I saw 2 on one thread, and 1 post on another thread, waiting that length of time.


It is also true that contacting abuse@genesreunited.co.uk has more often than not resulted in an reply that basically says we cannot discuss this with you ........ catch 22!




sylvia

Joy Kentish Maid

Joy Kentish Maid Report 4 Dec 2012 18:06

It does not entirely answer my questions satisfactorily, but thank you for replying.

"The team do have RR guidelines to follow."

- I am aware that the team has guidelines that should be followed. I am also aware that there was a public apology not very long ago by a member of the team for threads / posts having been incorrectly removed by a temporary employee in the abuse team; and incorrect actions have been taken by the team at other times, too.

jax

jax Report 4 Dec 2012 16:51

I feel like we are flogging a dead horse with this now.

We would'nt be having this conversation if the abuse team answered the questions

I hope you can understand my pm Estelle as my written word does not always come out as to what I want to say

Estelle

Estelle Advisor Report 4 Dec 2012 16:44

Hi Gins,

we do have message board guidelines which clearly state what is and isn't acceptable. Here's a link to it:
http://www.genesreunited.co.uk/contents/messageboardguidelines
These guidelines do cover everything.

If you ever feel a post of yours has been reported without good reason then you can always email abuse@genesreunited.co.uk and they will happily look into this for you.

I hope this answers your questions.

Gins

Gins Report 4 Dec 2012 16:17

Hi Estelle

Thank you for responding here, much appreciated :-)

Good to hear that the GR team are offering more detail on reported/removed threads. When we didn’t get any reason as to why a post had removed, I likened it to my students...

....it would be like me referring a student’s work and not giving them feedback as to why, the result being there could be no improvement

That said, I still think we need more specific guidelines/examples as what is likely to be removed?

Also, is there an 'appeals' procedure?

Thanks

Estelle

Estelle Advisor Report 4 Dec 2012 15:19

Hello Joy, I am going to copy something I posted on another thread for you, which I think answers your questions.

Our request review system is monitored 7 days a week, which is why you will see posts removed at the weekend.
The team do have RR guidelines to follow. These are very clear about the way deal with request review. The team also do read the whole thread too to make sure they fully understand why something is being reported.
From now on, when a post is reported they will give the poster details of the post reported and also the reason why they removed it.
Kind regards,
Estelle

Gins

Gins Report 4 Dec 2012 11:46

Joy, I think it is a 'suggestion'

The suggestion(s) being:

Bring more clarity to your T&Cs
Develop policies/training that allow decisions to be made 'objectively'
Communicate with your customers
Read the whole thread before you delete a post, you have to read it in ‘context’

Thank you :-)

Joy Kentish Maid

Joy Kentish Maid Report 4 Dec 2012 11:27

I realise this is not a suggestion as such; so: please, GR staff, use consistency and appropriate judgement. Thank you.



Gins

Gins Report 4 Dec 2012 10:14

I think that most posts that are reported are not posted with the intention of being hateful or rude and the problem, in my eyes, is not knowing 'what' constitutes 'severe'?

There are some posts that I read and do find them offensive. I don’t report them but if I did, how many more members would be banned?

I think it might help if we had more specific guidelines and examples given of what constitutes a breach of the T&Cs

Joy, you're right about, Judgement of severity is inconsistent. Maybe some training for the GR team so that they make a decision to 'warn' someone based on specific guidelines and the decision to warn/ban someone is not made on a 'subjective' opinion?

InspectorGreenPen

InspectorGreenPen Report 4 Dec 2012 09:55

Whilst there will always be grey areas, I certainly agree a bit more clarity on how GR differentiate between abuse and lesser technical infringements would certainly help.

Joy Kentish Maid

Joy Kentish Maid Report 4 Dec 2012 08:57

Judgement of severity is inconsistent ,and at times wrong in my opinion.

InspectorGreenPen

InspectorGreenPen Report 4 Dec 2012 05:57

According to the Message Board guidelines, which supplement the T's and C's, warnings are only sent when the abuse is considered to be severe.

Clause 5 is also part of the MBG's.

Gins

Gins Report 3 Dec 2012 20:01

The Fifth Amendment!!!

SylviaInCanada

SylviaInCanada Report 3 Dec 2012 19:43

Several months ago I had a post RR'd, and then removed

I received a notification that the post had been removed, and that warning c&p'd the post involved. I was also told what was wrong, which T&C was involved.

I thought then that GR must have changed its process to let people know WHAT they had done wrong.

It seems not ...........


People are still having posts removed, without any information as to which post or what was wrong with it ............

.......... AND to make it worse, not only is there no appeal, but GR refuses to discuss the matter, even with the person whose post was removed.

There are no privacy concerns involved when discussing one of MY posts with ME.


There should certainly be consistency in how and why posts are removed, how members are notified, and the information given to members. The information should include the post involved (by c&p'ing it), and why it is being removed.

There should be an appeals process which involves more than repetitive "we cannot discuss this matter with you".

There should be a detailed information on how to appeal, posted on this web site .......... not simply buried in the T&C's.




sylvia