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Community Rules & Code of Conduct - feedback thread

Started by: timo_t
On: 10/04/2018 | 09:38
Replies: 138
Reply

by: timo_t
former giff-staffer

on: 10/04/2018 | 09:38 edited: 10/04/2018 | 09:55

Hi everyone,

 

After discussions with the community we have taken the steps to rewrite our guidelines (you can read the existing ones here). This rewrite is intended to do the following:

 

  1. Greater clarity and transparency of both the expected behaviour as well as the processes that go into running the community
  2. Separating out the existing guidelines into "rules" and "code of conduct" to make it absolutely clear what behaviours are not tolerated and what behaviours are encouraged 
  3. Give members better understanding of the suspension and disputes process 

In the post below this one is a draft based on prior member and staff feedback.  Please let us know what you think. Here's a few questions as a starter for 10:

 

  • Is there something missing?
  • Is the wording clear? 
  • Does it deliver against point 1-3 above?
  • Does it work for both existing and new members?

Look forward to hearing what you think. Once we've had a few rounds of feedback (depending on what comes out of the conversation), we will be looking to have this new set replace the existing guidelines. 

Message 1 of 139
by: timo_t
former giff-staffer

on: 10/04/2018 | 09:54 edited: 31/05/2018 | 11:27

Community Guidelines

 

Welcome to the giffgaff community.

 

This page is here to set out the Community Guidelines which are made up of two parts: Part A - Code of Conduct; and Part B - The Rules.

 

The Community Guidelines explain what is and isn’t appropriate for our community in detail, but the long and short of it is this: the giffgaff community and its members are respectful to others, genuine and committed to improving giffgaff for every member.

 

Or, in the words of one of our members: “Just be good 👍

 

A. Code of Conduct

The Code of Conduct is to help all new and existing members keep the community the brilliant place that it is today. Think of this as ‘best practice’ and though we don’t expect everyone to always follow the Code of Conduct to the letter, we do expect that people respect the spirit of what’s intended by the Code of Conduct.

 

Please Do:

  1. Be constructive. The Community is a place where members are encouraged to take part by sharing their thoughts and opinions. When disagreeing, look for common ground and add to the conversation rather than try to stop it.
  2. Be polite and show respect, even when disagreeing. Respond to the idea, not the person.
  3. Be welcoming. It may well be someone’s first day and first post in the community.
  4. Approach conversations honestly and assume the same in others. If you believe someone is posting in a manner that is disingenuous in order to make a point, please use the report function rather than confronting them publicly.
  5. Consider the consequences of your words and your actions and take responsibility for them. Sometimes it is better to be kind than to be right.
  6. Stay on topic when posting in an existing thread. Going off on a tangent for a bit is ok, but completely changing the topic should be avoided.
  7. Search to see if a topic already exists, or if your question has an answer.
  8. Say thank you with Kudos if someone has helped you or shared a great post. For more on Kudos, visit our guide here. Pick a Best Answer if you open a thread in the Help forum – you’ll be helping someone else.
  9. If you see someone looking for help in a language other than English, please use an online translation tool to help them out. Try Google translate
  10. Allow people their own time to respond and time for threads to develop. Don't expect immediate responses.
  11. When responding to a query in the help forum, ensure that you have your full answer ready before submitting your post. Please don’t post a one-word response and then edit in a longer reply later.
  12. Keep your post relevant to the area you are posting in - submit help queries to help etc.
  13. Only post content that you have permission to post from the original creator.
  14. Use the ‘Report Content’ link in options (the circle with three dots present on every post) to flag any inappropriate content that goes against either the Rules or the Code of Conduct. The Educators role is not to actively moderate content; we therefore rely on community members to report this content to us.


B. The Rules

We’d love to get by with just the Code of Conduct but there are some things that we have to make sure are followed to the letter to keep out the worst behaviours. As such the points below are the absolute minimum we require from everyone who takes part and if you see anyone breaking these Rules, please use the “report content” option present on every comment. These behaviours are also the most likely to cause us to reach out to discuss the situation, remove comments or even revoke a member’s access to the community entirely.

 

Do Not:

  1. Do not insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. We will not tolerate racism, homophobia, transphobia, sexism, any other form of discrimination or any behaviour intended to make people feel actively unwelcome on the forum. Note: this includes “ironic” and “comedic” uses. If you feel you have been a victim of any of the above behaviour, please report the content and contact the community staff. Our terms on this.
  2. Do not deliberately circumvent the language-filter on the community or use language intended to offend or insult others (this includes creating offensive member names).
  3. Do not use more than one account to interact on the community. This includes as a means to gain extra Payback or award Kudos or Best Answers or to avoid a suspension. (Sometimes accidents happen and we’ll always discuss any issues with this first, but if you’re unsure please ask the community or staff if something is OK.) Our terms on this
  4. Do not violate the website section of our Terms and Conditions.
  5. Do not post content that contains nudity or is pornographic in nature.
  6. Do not post unsolicited advertisements of any products or services. This includes affiliate or referral links (with the exception of giffgaff’s own, which must only appear in forum signatures). This rule is in place to prevent scams using the community simply as an audience for advertising. If you directly benefit we are more likely to remove the link/post. If in doubt, consult with the community staff.
  7. Do not advocate any illegal activities. Any comments seen as promoting or advocating illegal activities will be removed.
  8. Do not discuss or post about any specific or individual moderation action taken by staff. The community will be unable to help with specifics as they will not have the context and as we will not discuss these situations publicly, the conversation will not be constructive. We will gladly discuss actions taken by staff directly with the people affected, in private. Conversations about moderation in general are permitted but not as a way to discuss a specific situation.
  9. Do not post, or request others to post, personal details such as phone number, email address, private message content, agent message content or similar on the forum in public. When using private messages be mindful about what you choose to share and with who. Your information will be treated in accordance with our Privacy Policy.
  10. Do not impersonate other community members, giffgaff agents or giffgaff team members.
  11. Do not tout for SIMs, Kudos or Best Answers by asking or posting links in the body of your message or through Private Message. A small message/banner in your signature is, however, allowed: for SIMs you can include a direct order link and for kudos and Best Answers a reminder for members to award them where they feel they have been earned.

 

Photography board Rules

  1. Copying another person's work (written or graphic) without their permission is a potential breach of copyright, something that won't be allowed in this board, and certainly questioned and removed by a member of staff. If posting images or other content that is not your property, these must be marked as such, and the actual copyright holder must be noted with said content. Ignoring this rule will have your picture removed.
  2. Images from third party sources must include a link or reference back to the original artist/copyright holder with verifiable terms of usage.
  3. Showing appreciation with kudos is what we love seeing but please abide by all of our community guidelines.

How our staff enforces the above

  1. We respect the Community Guidelines in our interactions with members and expect members to do the same when interacting with staff.
  2. We rely on reports to take action and to discuss situations with members.
  3. We approach any enforcement of the Rules and Code of Conduct primarily through private discussion. Any action we take will be prompted by or to support discussion. Any enforcement action by community staff taken is open for discussion with that member of staff.
  4. We will respond to private messages and e-mails as soon as we're able (usually within a working day or two and rarely more than a week) but due to the volume and different types of messages we get, we can't always guarantee that we'll get back to every message or e-mail we receive. We prioritise conversations around education and questions from members but if you haven't heard from us and you were expecting a response, please don't hesitate to let the person in question know. Also note that the best place for help with your SIM, phone and service is still from our members in Help & Support.   
  5. We believe in treating people like adults. This means that we talk and ensure both sides understand the situation fully and that people accept responsibility for their own actions and the consequences those actions have on others.
  6. We expect members who are contacted by staff to listen to the feedback and to treat any advice given with the same importance as the Rules and Code of Conduct.
  7. We look to improve conversation and will take the action that is most likely to lead to that result.
  8. Though we have tried to make the Rules as unambiguous as possible and the Rules apply to all members equally, we treat people and situations individually. History of previous behaviour, context of the conversation, the people involved and their relationships to one another are all factors that we can and will consider.
  9. Any breach of these guidelines may result in the editing or removal of posts/threads, or may result in a suspension from the community altogether and may have a negative effect on your payback.
  10. Suspensions
    1. We can suspend (“ban”) a member from the community if:
      1. They are clearly acting in a way contrary to the Community Guidelines and/or breaking the Rules
      2. If conversations about behaviour that goes against the Community Guidelines have not yielded a positive change in that behaviour
      3. If they have blocked communication or are completely unresponsive to discussion
    2. Suspensions can be either time-based, indefinite or permanent:
      1. Time-based: these suspensions are intended to correct behaviour and give members some time away from the community to reflect. The time is dependent on the situation and the ensuing conversation with the member. This can range from a few hours to weeks.
      2. Indefinite: the member is suspended without an agreed-upon time of return. This happens when we need to discuss a situation and the person’s response will dictate the length of the suspension. We look to resolve these rapidly by lifting the suspension, setting a time-frame or making the suspension permanent. In cases where a decision cannot be made with the member, we will declare the discussion “deadlocked” and we will refer the member to escalate the situation further to get a resolution.
      3. Permanent: the member is suspended with the expectation that they will not be granted access again. Permanent suspensions are imposed for very serious breaking of the Rules or for repeated offences where temporary suspensions have not prompted a change in behaviour.
    3. In the majority of cases, suspension from the forums will not affect the use of giffgaff mobile services, nor will it stop payback being earned for recruitment. We reserve the right to restrict the use of such services in extreme cases.
    4. Previous suspensions (temporary, indefinite or permanent) may be overturned at the discretion of giffgaff.
    5. Suspended members will continue to have access to read the community and knowledge base as well as the ability to raise cases with the agents.
  11. Disputes:
    1. In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say. We will not discuss individual details of any of our moderation decisions on the public forums.
    2. The process for disputes is as follows:
      1. Discuss the situation/issue directly with the staff member who took the action. This is likely through Private Message on the community or in the case of suspension through the community e-mail address (we will also reach out to the person in question via e-mail to initiate this contact).
      2. If you wish to escalate further any discussion or dispute you may have with a decision or a member of our Community Team, please request that they refer you to a manager or contact another member of the community team.
      3. If this is unsatisfactory, you can find our complaints process and how to raise a case on this page. This in turn will create an official agent case that will be reviewed and escalated to senior management in the community team for review. The senior community staff will provide a detailed report on the results of the review to the agents which will then be checked over by the agents before the decision is communicated. Note: while the official complaints process is live, we will not respond through other channels or discuss the situation further to avoid confusing the issue and creating more content to be brought into the review. Our complaints & code of practice.
      4. Should this process not satisfy you, you may be entitled to raise a complaint to the ombudsman. Please follow their guidance here: Ombudsman complaints service

Updating of the guidelines: Please note these guidelines are subject to updates without notice. Please subscribe to this thread if you would like updates for all changes as any edits/tweaks made will be called out in a new post here. For any major changes, we will announce them in the Announcements section. We urge members to check these guidelines on a regular basis.

 

The Code of Conduct & Rules were originally published: X of Y, 2018

The Code of Conduct & Rules were last updated: 30th of May, 2018

 

 

Click to reveal

NEW VERSION - MAY 30th, edits/amends in bold. Original version can be viewed at the bottom under the spoiler tag.:

Community Guidelines

 

Welcome to the giffgaff community.

 

This page is here to set out the Community Guidelines which are made up of two parts: Part A - Code of Conduct; and Part B - The Rules.

 

The Community Guidelines explain what is and isn’t appropriate for our community in detail, but the long and short of it is this: the giffgaff community and its members are respectful to others, genuine and committed to improving giffgaff for every member.

 

Or, in the words of one of our members: “Just be good 👍

 

A. Code of Conduct

The Code of Conduct is to help all new and existing members keep the community the brilliant place that it is today. Think of this as ‘best practice’ and though we don’t expect everyone to always follow the Code of Conduct to the letter, we do expect that people respect the spirit of what’s intended by the Code of Conduct.

 

Please Do:

  1. Be constructive. The Community is a place where members are encouraged to take part by sharing their thoughts and opinions. When disagreeing, look for common ground and add to the conversation rather than try to stop it.
  2. Be polite and show respect, even when disagreeing. Respond to the idea, not the person.
  3. Be welcoming. It may well be someone’s first day and first post in the community.
  4. Approach conversations honestly and assume the same in others. If you believe someone is posting in a manner that is disingenuous in order to make a point, please use the report function rather than confronting them publicly.
  5. Consider the consequences of your words and your actions and take responsibility for them. Sometimes it is better to be kind than to be right.
  6. Stay on topic when posting in an existing thread. Going off on a tangent for a bit is ok, but completely changing the topic should be avoided.
  7. Search to see if a topic already exists, or if your question has an answer.
  8. Say thank you with Kudos if someone has helped you or shared a great post. For more on Kudos, visit our guide here. Pick a Best Answer if you open a thread in the Help forum – you’ll be helping someone else.
  9. If you see someone looking for help in a language other than English, please use an online translation tool to help them out. Try Google translate
  10. Allow people their own time to respond and time for threads to develop. Don't expect immediate responses.
  11. When responding to a query in the help forum, ensure that you have your full answer ready before submitting your post. Please don’t post a one-word response and then edit in a longer reply later.
  12. Keep your post relevant to the area you are posting in - submit help queries to help etc.
  13. Only post content that you have permission to post from the original creator.
  14. Use the ‘Report Content’ link in options (the circle with three dots present on every post) to flag any inappropriate content that goes against either the Rules or the Code of Conduct. The Educators role is not to actively moderate content; we therefore rely on community members to report this content to us.


B. The Rules

We’d love to get by with just the Code of Conduct but there are some things that we have to make sure are followed to the letter to keep out the worst behaviours. As such the below points are the absolute minimum we require from everyone who takes part and if you see anyone breaking these Rules, please use the “report content” option present on every comment. These behaviours are also the most likely to cause us to reach out to discuss the situation, remove comments or even revoke a member’s access to the community entirely.

Do Not:

  1. Do not insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. We will not tolerate racism, homophobia, transphobia, sexism, any other form of discrimination or any behaviour intended to make people feel actively unwelcome on the forum. Note: this includes “ironic” and “comedic” uses. If you feel you have been a victim of any of the above behaviour, please report the content and contact the community staff. Our terms on this.
  2. Do not deliberately circumvent the language-filter on the community or use language intended to offend or insult others (this includes creating offensive member names).
  3. Do not use more than one account to interact on the community. This includes as a means to gain extra Payback or award Kudos or Best Answers or to avoid a suspension. (Sometimes accidents happen and we’ll always discuss any issues with this first, but if you’re unsure please ask the community or staff if something is OK.) Our terms on this
  4. Do not violate the website section of our Terms and Conditions.
  5. Do not post content that contains nudity or is pornographic in nature.
  6. Do not post unsolicited advertisements of any products or services. This includes affiliate or referral links (with the exception of giffgaff’s own, which must only appear in forum signatures). This rule is in place to prevent scams using the community simply as an audience for advertising. If you directly benefit we are more likely to remove the link/post. If in doubt, consult with the community staff.
  7. Do not advocate any illegal activities. Any comments seen as promoting or advocating illegal activities will be removed.
  8. Do not discuss or post about any specific or individual moderation action taken by staff. The community will be unable to help with specifics as they will not have the context and as we will not discuss these situations publicly, the conversation will not be constructive. We will gladly discuss actions taken by staff directly with the people affected, in private. Conversations about moderation in general are permitted but not as a way to discuss a specific situation.
  9. Do not post, or request others to post, personal details such as phone number, email address, private message content, agent message content or similar on the forum in public. When using private messages be mindful about what you choose to share and with who. Your information will be treated in accordance with our Privacy Policy.
  10. Do not impersonate other community members, giffgaff agents or giffgaff team members.
  11. Do not tout for SIMs, Kudos or Best Answers by asking or posting links in the body of your message or through Private Message. A small message/banner in your signature is, however, allowed: for SIMs you can include a direct order link and for kudos and Best Answers a reminder for members to award them where they feel they have been earned.

 

Photography board Rules

  1. Copying another person's work (written or graphic) without their permission is a potential breach of copyright, something that won't be allowed in this board, and certainly questioned and removed by a member of staff. If posting images or other content that is not your property, these must be marked as such, and the actual copyright holder must be noted with said content. Ignoring this rule will have your picture removed.
  2. Images from third party sources must include a link or reference back to the original artist/copyright holder with verifiable terms of usage.
  3. Showing appreciation with kudos is what we love seeing but please abide by all of our community guidelines.

How our staff enforces the above

  1. We respect the Community Guidelines in our interactions with members and expect members to do the same when interacting with staff.
  2. We rely on reports to take action and to discuss situations with members.
  3. We approach any enforcement of the Rules and Code of Conduct primarily through private discussion. Any action we take will be prompted by or to support discussion. Any enforcement action by community staff taken is open for discussion with that member of staff.
  4. We aim to review and respond to questions and private messages in a timely manner.
  5. We believe in treating people like adults. This means that we talk and ensure both sides understand the situation fully and that people accept responsibility for their own actions and the consequences those actions have on others.
  6. We expect members who are contacted by staff to listen to the feedback and to treat any advice given with the same importance as the Rules and Code of Conduct.
  7. We look to improve conversation and will take the action that is most likely to lead to that result.
  8. Though we have tried to make the Rules as unambiguous as possible and the Rules apply to all members equally, we treat people and situations individually. History of previous behaviour, context of the conversation, the people involved and their relationships to one another are all factors that we can and will consider.
  9. Any breach of these guidelines may result in the editing or removal of posts/threads, or may result in a suspension from the community altogether and may have a negative effect on your payback.
  10. Suspensions
    1. We can suspend (“ban”) a member from the community if:
      1. They are clearly acting in a way contrary to the Community Guidelines and/or breaking the Rules
      2. If conversations about behaviour that goes against the Community Guidelines have not yielded a positive change in that behaviour
      3. If they have blocked communication or are completely unresponsive to discussion
    2. Suspensions can be either time-based, indefinite or permanent:
      1. Time-based: these suspensions are intended to correct behaviour and give members some time away from the community to reflect. The time is dependent on the situation and the ensuing conversation with the member. This can range from a few hours to weeks.
      2. Indefinite: the member is suspended without an agreed-upon time of return. This happens when we need to discuss a situation and the person’s response will dictate the length of the suspension. We look to resolve these rapidly by lifting the suspension, setting a time-frame or making the suspension permanent. In cases where a decision cannot be made with the member, we will declare the discussion “deadlocked” and we will refer the member to escalate the situation further to get a resolution.
      3. Permanent: the member is suspended with the expectation that they will not be granted access again. Permanent suspensions are imposed for very serious breaking of the Rules or for repeated offences where temporary suspensions have not prompted a change in behaviour.
    3. In the majority of cases, suspension from the forums will not affect the use of giffgaff mobile services, nor will it stop payback being earned for recruitment. We reserve the right to restrict the use of such services in extreme cases.
    4. Previous suspensions (temporary, indefinite or permanent) may be overturned at the discretion of giffgaff.
    5. Suspended members will continue to have access to read the community and knowledge base as well as the ability to raise cases with the agents.
  11. Disputes:
    1. In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say. We will not discuss individual details of any of our moderation decisions on the public forums.
    2. The process for disputes is as follows:
      1. Discuss the situation/issue directly with the staff member who took the action. This is likely through Private Message on the community or in the case of suspension through the community e-mail address (we will also reach out to the person in question via e-mail to initiate this contact).
      2. If you wish to escalate further any discussion or dispute you may have with a decision or a member of our Community Team, please request that they refer you to a manager or contact another member of the community team.
      3. If this is unsatisfactory, you can find our complaints process and how to raise a case on this page. This in turn will create an official agent case that will be reviewed and escalated to senior management in the community team for review. The senior community staff will provide a detailed report on the results of the review to the agents which will then be checked over by the agents before the decision is communicated. Note: while the official complaints process is live, we will not respond through other channels or discuss the situation further to avoid confusing the issue and creating more content to be brought into the review. Our complaints & code of practice.
      4. Should this process not satisfy you, you may be entitled to raise a complaint to the ombudsman. Please follow their guidance here: Ombudsman complaints service

Updating of the guidelines: Please note these guidelines are subject to updates without notice. Please subscribe to this thread if you would like updates for all changes as any edits/tweaks made will be called out in a new post here. For any major changes, we will announce them in the Announcements section. We urge members to check these guidelines on a regular basis.

 

The Code of Conduct & Rules were originally published: X of Y, 2018

The Code of Conduct & Rules were last updated: 22nd of May, 2018

 

 

 

Welcome to the giffgaff community.

 

This page is here to explain what is and isn’t appropriate for our community in detail, but the long and short of it is this: the giffgaff community and its members are respectful to others, genuine and committed to improving giffgaff for every member.

 

Or, in the words of one of our members: “Just be good 👍

 

Code of Conduct

The Code of Conduct is to help all new and existing members keep the community the brilliant place that it is today. Think of this as ‘best practice’ and though we don’t expect everyone to always follow the Code of Conduct to the letter, we do expect that people respect the spirit of what’s intended by the Code of Conduct.

 

Please Do:

 

  1. Be constructive. The Community is a place where members are encouraged to take part by sharing their thoughts and opinions. When disagreeing, look for common ground and add to the conversation rather than try to stop it.
  2. Be polite and show respect, even when disagreeing. Respond to the idea, not the person.
  3. Be welcoming. It may well be a member's first day and first post in the community.
  4. Approach conversations honestly and assume the same in others. If you believe someone is posting in a manner that is disingenuous in order to make a point, please use the report function rather than confronting them publicly.
  5. Consider the consequences of your words and your actions and take responsibility for them. Sometimes it is better to be kind than to be right.
  6. Stay on topic when posting in an existing thread. Going off on a tangent for a bit is ok, but completely changing the topic should be avoided.
  7. Search to see if a topic already exists, or if your question has an answer.
  8. Say thank you with Kudos if someone has helped you or shared a great post. For more on Kudos, visit our guide here. Pick a Best Answer if you open a thread in the Help forum – you’ll be helping someone else.
  9. If you see someone looking for help in a language other than English, please use an online translation tool to help them out. Try Google translate
  10. Allow people their own time to respond and time for threads to develop. Don't expect immediate responses.
  11. When responding to a query in the help forum, ensure that you have your full answer ready before submitting your post. Please don’t post a one-word response and then edit in a longer reply later.
  12. Keep your post in the relevant to the area you are posting in - submit help queries to help etc.
  13. Only post content that you have permission to post from the original creator.
  14. Use the ‘Report Content’ link in options (the circle with three dots present on every post) to flag any inappropriate content that goes against either the Rules or the Code of Conduct. The Educators role is not to actively moderate content; we therefore rely on community members to report this content to us.

The Rules

We’d love to get by with just the Code of Conduct but there are some things that we have to make sure are followed to the letter to keep out the worst behaviours. As such the below points are the absolute minimum we require from everyone who takes part and if you see anyone breaking these Rules, please use the “report content” option present on every comment. These behaviours are also the most likely to cause us to reach out to discuss the situation, remove comments or even revoke a member’s access to the community entirely.

 

Do Not:

  1. Do not insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. We will not tolerate racism, homophobia, transphobia, sexism, any other form of discrimination or any behaviour intended to make people feel actively unwelcome on the forum. Note: this includes “ironic” and “comedic” uses. If you feel you have been a victim of any of the above behaviour, please report the content and contact the community staff. Our terms on this.
  2. Do not deliberately circumvent the language-filter on the community or use language intended to offend or insult others (this includes creating offensive member names).
  3. Do not use more than one account to interact on the community. This includes as a means to gain extra Payback or award Kudos or Best Answers or to avoid a suspension. (Sometimes accidents happen and we’ll always discuss any issues with this first, but if you’re unsure please ask the community or staff if something is OK.) Our terms on this
  4. Do not violate the website section of our Terms and Conditions.
  5. Do not post content that contains nudity or is pornographic in nature.
  6. Do not post unsolicited advertisements of any products or services. This includes affiliate or referral links (with the exception of giffgaff’s own, which must only appear in forum signatures). This rule is in place to prevent scams using the community simply as an audience for advertising. If you directly benefit we are more likely to remove the link/post. If in doubt, consult with the community staff.
  7. Do not advocate any illegal activities. Conversations about these subjects is fine but any comments seen as promoting or advocating will be removed.
  8. Do not discuss or post about any specific or individual moderation action taken by staff. The community will be unable to help with specifics as they will not have the context and as we will not discuss these situations publicly, the conversation will not be constructive. We will gladly discuss actions taken by staff directly with the people affected, in private. Conversations about moderation in general are permitted but not as a way to discuss a specific situation.
  9. Do not post, or request others to post, personal details such as phone number, email address, private message content, agent message content or similar on the forum in public. When using private messages be mindful about what you choose to share and with who. Your information will be treated in accordance with our Privacy Policy.
  10. Do not impersonate other community members, a giffgaff agent or giffgaff team members.
  11. Do not tout for SIMs, Kudos or Best Answers by asking or posting links in the body of your message or through Private Message. A small message/banner in your signature is, however, allowed: for SIMs you can include a direct order link and for kudos and Best Answers a reminder for members to award them where they feel they have been earned.

Photography board Rules

  1. Copying another person's work (written or graphic) without their permission is something that won't be allowed in this board and certainly questioned and removed by a member of staff. If posting images or other content that is not your property, these must be marked as such, and the actual copyright holder must be noted with said content. Ignoring this rule will have your picture removed.
  2. Images from third party sources must include a link or reference back to the original artist/copyright holder with verifiable terms of usage.
  3. Showing appreciation with kudos is what we love seeing but please abide by all of our community guidelines.

How our staff enforces the above

 

  1. We respect the Rules & Code of Conduct above in our interactions with members and expect members to do the same when interacting with staff.
  2. We rely on reports to take action and to discuss situations with members.
  3. We approach any enforcement of the Rules and Code of Conduct primarily through private discussion. Any action we take will be prompted by or to support discussion. Any action taken is open for discussion.
  4. We aim to review and respond to questions and private messages in a timely manner.
  5. We believe in treating people like adults. This means that we talk and ensure both sides understand the situation fully and that people accept responsibility for their own actions and the consequences those actions have on others.
  6. We expect members who are contacted by staff to listen to the feedback and to treat any advice given with the same importance as the Rules and Code of Conduct.
  7. We look to improve conversation and will take the action that is most likely to lead to that result.
  8. Though we have tried to make the Rules as unambiguous as possible and the Rules apply to all members equally, we treat people and situations individually. History of previous behaviour, context of the conversation, the people involved and their relationships to one another are all factors that we can and will consider.
  9. Any breach of these guidelines may result in the editing or removal of posts/threads, or may result in a suspension from the community altogether and may have a negative effect on your payback.
  10. Suspensions
    • We can suspend (“ban”) a member from the community if:
      1. They are clearly breaking the Rules
      2. If conversations about behaviour that goes against the Code of Conduct have not yielded a positive change in that behaviour
      3. If they have blocked communication or are completely unresponsive to discussion
    • Suspensions can be either time-based, indefinite or permanent:
      1. Time-based: these suspensions are intended to correct behaviour and give members some time away from the community to reflect. The time is dependent on the situation and the ensuing conversation with the member. This can range from a few hours to weeks.
      2. Indefinite: the member is suspended without an agreed-upon time of return. This happens when we need to discuss a situation and the person’s response will dictate the length of the suspension. We look to resolve these rapidly by lifting the suspension, setting a time-frame or making the suspension permanent. In cases where a decision cannot be made with the member, we will declare the discussion “deadlocked” and we will refer the member to escalate the situation further to get a resolution.
      3. Permanent: the member is suspended with the expectation that they will not be granted access again. Permanent suspensions are imposed for very serious breaking of the Rules or for repeated offences where temporary suspensions have not prompted a change in behaviour.
    • In the majority of cases, suspension from the forums will not affect the use of giffgaff mobile services, nor will it stop payback being earned for recruitment. We reserve the right to restrict the use of such services in extreme cases.
    • Previous suspensions (temporary, indefinite or permanent) may be overturned at the discretion of giffgaff
    • Suspended members will continue to have access to read the community and knowledge base as well as the ability to raise cases with the agents.
  11. Disputes:
    • In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say. We will not discuss individual details of any of our moderation decisions on the public forums.
    • The process for disputes is as follows:
      1. Discuss the situation/issue directly with the staff member who took the action. This is likely through Private Message on the community or in the case of suspension through the community e-mail address (we will also reach out to the person in question via e-mail to initiate this contact).
      2. If you wish to escalate further any discussion or dispute you may have with a decision or a member of our Community Team, please request that they refer you to a manager or contact another member of the community team.
      3. If this is unsatisfactory, you can find our complaints process and how to raise a case on this page. This in turn will create an official agent case that will be reviewed and escalated to senior management in the community team for review. The senior community staff will provide a detailed report on the results of the review to the agents which will then be checked over by the agents before the decision is communicated. Note: while the official complaints process is live, we will not respond through other channels or discuss the situation further to avoid confusing the issue and creating more content to be brought into the review. Our complaints & code of practise.
      4. Should this process not satisfy, you may be entitled to raise a complaint to the ombudsman. Please follow their guidance here: Ombudsman complaints service

Updating of the guidelines: Please note these guidelines are subject to updates without notice. Please subscribe to this thread if you would like notifications for all changes as any edits made will also be posted in replies in this thread. Any major changes in policy will be announced separately as well as being updated here. We urge members to check these guidelines on a regular basis.

Last updated: May 8th, 2018




2nd draft (please see below this draft for original version):

Welcome to the giffgaff community.

 

This page is here to explain what is and isn’t appropriate for our community in detail but the long and short of it is this: the giffgaff community and its members are respectful to others, genuine and, most importantly, committed to improving giffgaff for every member.

 

Or, in the words of one of our members: “Just be good 👍 

 

Code of Conduct

 

This section is to help all new and existing members keep the community the brilliant place that it is today. Think of these as best practice and though we don’t expect everyone to always follow the code of conduct to the letter, we do expect that people respect the spirit of what’s intended by the code of conduct.

 

Please Do:

 

  1. Be constructive. The Community is a place where members are encouraged to take part by sharing their thoughts and opinions. When disagreeing, look for common ground and add to the conversation rather than try to stop it.
  2. Be polite and show respect, even when disagreeing. Respond to the idea, not the person.
  3. Be welcoming. It may well be someone’s first day and first post in the community.
  4. Approach conversations honestly and assume the same in others. If you believe someone is posting in a manner that is disingenuous in order to make a point, please use the report function rather than confronting them publicly.
  5. Consider the consequences of your words and your actions and take responsibility for them. Sometimes it is better to be kind than to be right.
  6. Stay on topic when posting in an existing thread. Going off on a tangent for a bit is ok, but completely changing the topic should be avoided.
  7. Search to see if a topic already exists, or if your question has an answer.
  8. Say thank you with Kudos if someone has helped you or shared a great post. For more on Kudos, visit our guide here. Pick a Best Answer if you open a thread in the Help forum – you’ll be helping someone else.
  9. If you see someone looking for help in a language other than English, please use an online translation tool to help them out. Try Google translate
  10. Allow people their own time to respond and time for threads to develop. Don't expect immediate responses.
  11. When responding to a query in the help forum, ensure that you have your full answer ready before submitting your post. Please don’t post a one-word response and then edit in a longer reply later.
  12. Keep your post in the relevant to the area you are posting in - submit help queries to help etc.
  13. Only post content that you have permission to post from the original creator.
  14. (MOVED TO BOTTOM) Use the ‘Report Content’ link in options (the circle with three dots present on every post) to flag any inappropriate content that goes against either the rules or the code of conduct. The Educators role is not to actively moderate content; we therefore rely on community members to report this content to us.

The Rules

We’d love to get by with just a code of conduct but there are some things that we have to make sure are followed to the letter to keep out the worst behaviour. As such the below points are the absolute minimum we require from everyone who takes part and if you see anyone breaking these rules, please use the “report content” option present on every comment. These behaviours are also the most likely to cause us to reach out to discuss the situation, remove comments or even revoke a member’s access to the community entirely.

 

Do Not:

  1. Do Not Insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. We will not tolerate racism, homophobia, transphobia, sexism, any other form of discrimination or any behaviour intended to make people feel actively unwelcome on the forum. Note: this includes “ironic” and “comedic” uses. If you feel you have been a victim of any of the above behaviour, please report the content and contact the community staff. Our terms on this.
  2. Do Not Deliberately circumvent the language-filter on the community or use language intended to offend or insult others (this includes creating offensive member names).
  3. Do Not Use more than one account to interact on the community. This includes as a means to gain extra Payback or award Kudos or Best Answers or to avoid a suspension. (Sometimes accidents happen and we’ll always discuss any issues with this first, but if you’re unsure please ask the community or staff if something is OK.) Our terms on this
  4. Do Not Violate the website section of our Terms and Conditions.
  5. Do Not Post content that contains nudity or is pornographic in nature.
  6. Do Not Post unsolicited advertisements of any products or services. This includes affiliate or referral links (with the exception of giffgaff’s own, which must only appear in forum signatures). This rule is in place to prevent scams using the community as simply as an audience for advertising. If you directly benefit we are more likely to remove the link/post. If in doubt, consult with the community staff. 
  7. Do Not Advocate any illegal activities. Conversations about these subjects is fine but any comments seen as promoting or advocating will be removed.
  8. Do Not Discuss or post about any specific or individual moderation action taken by staff. The community will be unable to help with specifics as they will not have the context and as we will not discuss these situations publicly, the conversation will not be constructive. We will gladly discuss actions taken by staff directly with the people affected, in private. Conversations about moderation in general are permitted but not as a way to discuss a specific situation.
  9. Do Not post, or request others to post, personal details such as phone number, email address, private message content, agent message content or similar on the forum in public. When using private messages be mindful about what you choose to share and with who. Your information will be treated in accordance with our Privacy Policy.
  10. Do Not impersonate a giffgaff agent or giffgaff team members.
  11. Do Not tout for SIMs, Kudos or Best Answers by asking or posting links in the body of your message or through Private Message. A small message/banner in your signature is, however, allowed: for SIMs you can include a direct order link and for kudos and Best Answers a reminder for members to award them where they feel they have been earned.

 

Addendum:

Photography board rules

  1. Copying another person's work (written or graphic) without their permission is something that won't be allowed in this board and certainly questioned and removed by a member of staff. If posting images or other content that is not your property, these must be marked as such, and the actual copyright holder must be noted with said content. Ignoring this rule will have your picture removed.
  2. Images from third party sources must include a link or reference back to the original artist/copyright holder with verifiable terms of usage.
  3. Showing appreciation with kudos is what we love seeing but please abide by all of our community guidelines.

How staff enforces the above

  • We rely on reports to take action and to discuss situations with members.
  • We approach any enforcement of the rules and code of conduct primarily through private discussion. Any action we take will be prompted by or to support discussion. Any action taken is open for discussion.
  • We believe in treating people like adults. This means that we talk and ensure both sides understand the situation fully and that people accept responsibility for their own actions and the consequences those actions have on others.
  • We expect members who are contacted by staff to listen to the feedback and to treat any advice given with the same importance as the Rules and Code of Conduct.
  • We look to improve conversation and will take the action that is most likely to lead to that result.
  • Though we have tried to make the rules as unambiguous as possible and the rules apply to all members equally, we treat people and situations individually. History of previous behaviour, context of the conversation, the people involved and their relationships to one another are all factors that we can and will consider.
  • Any breach of these guidelines may result in the editing or removal of posts/threads, or may result in a suspension from the community altogether and may have a negative effect on your payback.
  • Suspensions
  • We can suspend (“ban”) a member from the community if:
  1. They are clearly breaking the rules
  2. If conversations about behaviour that goes against the code of conduct have not yielded a positive change in that behaviour
  3. If they have blocked communication or are completely unresponsive to discussion
  • Suspensions can be either time-based, indefinite or permanent:
  1. Time-based: these suspensions are intended to correct behaviour and give members some time away from the community to reflect. The time is dependent on the situation and the ensuing conversation with the member. This can range from a few hours to weeks.
  2. Indefinite: the member is suspended without an agreed-upon time of return. This happens when we need to discuss a situation and the person’s response will dictate the length of the suspension. We look to resolve these rapidly by lifting the suspension, setting a time-frame or making the suspension permanent. In cases where a decision cannot be made with the member, we will declare the discussion “deadlocked” and we will refer the member to escalate the situation further to get a resolution.
  3. Permanent: the member is suspended with the expectation that they will not be granted access again. Permanent suspensions are imposed for very serious breaking of the rules or for repeated offences where temporary suspensions have not prompted a change in behaviour.
  • In the majority of cases, suspension from the forums will not affect the use of giffgaff mobile services, nor will it stop payback being earned for recruitment. We reserve the right to restrict the use of such services in extreme cases.
  • Previous suspensions (temporary, indefinite or permanent) may be overturned at the discretion of giffgaff
  • Suspended members will continue to have access to read the community and knowledge base as well as the ability to raise cases with the agents.

 

 

  1. Disputes:
    1. Discuss the situation/issue directly with the staff member who took the action. This is likely through Private Message on the community or in the case of suspension through the community e-mail address (we will also reach out to the person in question via e-mail to initiate this contact).
    2. If you wish to escalate further any discussion or dispute you may have with a decision or a member of our Community Team, please request that they refer you to a manager or contact another member of the community team.
    3. If this is unsatisfactory, you can find our complaints process and how to raise a case on this page. This in turn will create an official agent case that will be reviewed and escalated to senior management in the community team for review. The senior community staff will provide a detailed report on the results of the review to the agents which will then be checked over by the agents before the decision is communicated. Note: while the official complaints process is live, we will not respond through other channels or discuss the situation further to avoid confusing the issue and creating more content to be brought into the review. Our complaints & code of practise.
    4. Should this process not satisfy, you may be entitled to raise a complaint to the ombudsman. Please follow their guidance here: Ombudsman complaints service
    1. In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say. We will not discuss details of any of our moderation decisions on the public forums.
    2. The process for disputes is as follows:

Updating of the guidelines: Please note these guidelines are subject to updates without notice. We urge members to check these guidelines on a regular basis.

Last updated: 1st of May , 2018



Original post/version:

Welcome to the giffgaff community. These forums act as a place for members to get help for any issues they might run into with their SIM or service, discuss feedback and ideas for giffgaff as well as just having a chinwag with other members. We’re all here to make giffgaff and these forums that support giffgaff a better place.

 

This page is here to explain what is and isn’t appropriate for our community.

 

Code of Conduct

This section is to help all new and existing members keep the community the brilliant place that it is today. Think of these as best practice and though we don’t expect everyone to always follow the code of conduct to the letter, we do expect that people respect the spirit of what’s intended by the code of conduct.

 

Please Do:

  1. Use the ‘Report Content’ link in options (top right on every post) to flag any inappropriate content that goes against either the rules or the code of conduct. The Educators role is not to actively moderate content; we therefore rely on community members to report this content to us.
  2. Be constructive. The Community is a place where members are encouraged to take part by sharing their thoughts and opinions. When disagreeing, look for common ground and add to the conversation rather than try to stop it.
  3. Be polite and show respect, even when disagreeing. Respond to the idea, not the person.
  4. Approach conversations honestly and assume the same in others. If you believe someone is posting in a manner that is disingenuous in order to make a point, please use the report function rather than confronting them publicly.
  5. Consider the consequences of your words and your actions and take responsibility for them. Sometimes it is better to be kind than to be right.
  6. Stay on topic when posting in an existing thread. Going off on a tangent for a bit is ok, but completely changing the topic should be avoided.
  7. Search to see if a topic already exists, or if your question has an answer.
  8. Say thank you with Kudos if someone has helped you or shared a great post. For more on Kudos, visit our guide here. Pick a Best Answer if you open a thread in the Help forum – you’ll be helping someone else.
  9. If you see someone looking for help in a language other than English, please use an online translation tool to help them out. Try Google translate
  10. Allow people their own time to respond and time for threads to develop. Don't expect immediate responses.
  11. When responding to a query in the help forum, ensure that you have your full answer ready before submitting your post. Please don’t post a one-word response and then edit in a longer reply later.
  12. Only post content that you have permission to post from the original creator.

 

The Rules

We’d love to get by with just a code of conduct but there are some things that we have to make sure are followed to the letter to keep out the worst behaviour. As such the below points are the absolute minimum we require from everyone who takes part and if you see anyone breaking these rules, please use the “report content” option present on every comment. These behaviours are also the most likely to cause us to reach out to discuss the situation, remove comments or even revoke a member’s access to the community entirely.

Do Not:

  1. Do Not Insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. We will not tolerate racism, homophobia, transphobia, sexism, any other form of discrimination or any behaviour intended to make people feel actively unwelcome on the forum. Note: this includes “ironic” and “comedic” uses. If you feel you have been a victim of any of the above behaviour, please report the content and contact the community staff. Our terms on this.
  2. Do Not Deliberately circumvent the language-filter on the community or use language intended to offend or insult others (this includes creating offensive member names).
  3. Do Not Use more than one account to interact on the community. This includes as a means to gain extra Payback or award Kudos or Best Answers or to avoid a suspension. (Sometimes accidents happen and we’ll always discuss any issues with this first, but if you’re unsure please ask the community or staff if something is OK.) Our terms on this
  4. Do Not Violate the website section of our Terms and Conditions.
  5. Do Not Post content that contains nudity or is pornographic in nature.
  6. Do not Advertise any products or services. This includes affiliate or referral links (with the exception of giffgaff’s own, which must only appear in forum signatures). If in doubt, consult with the community staff.
  7. Do Not Advocate any illegal activities. Conversations about these subjects is fine but any comments seen as promoting or advocating will be removed.
  8. Do Not Discuss or post about any specific or individual moderation action taken by staff. The community will be unable to help with specifics as they will not have the context and as we will not discuss these situations publicly, the conversation will not be constructive. We will gladly discuss actions taken by staff directly with the people affected, in private. Conversations about moderation in general are permitted but not as a way to discuss a specific situation.
  9. Do Not post, or request others to post, personal details such as phone number, email address, private message content, agent message content or similar on the forum in public. When using private messages be mindful about what you choose to share and with who. Your information will be treated in accordance with our Privacy Policy.
  10. Do Not impersonate a giffgaff agent or giffgaff team members.
  11. Do Not tout for SIMs, Kudos or Best Answers by asking or posting links in the body of your message. A small message/banner in your signature is, however, allowed: for SIMs you can include a direct order link and for kudos and Best Answers a reminder for members to award them where they feel they have been earned.

 

Addendum:

Photography board rules

  1. Copying another person's work (written or graphic) without their permission is something that won't be allowed in this board and certainly questioned and removed by a member of staff. If posting images or other content that is not your property, these must be marked as such, and the actual copyright holder must be noted with said content. Ignoring this rule will have your picture removed.
  2. Images from third party sources must include a link or reference back to the original artist/copyright holder with verifiable terms of usage.
  3. Showing appreciation with kudos is what we love seeing but please abide by all of our community guidelines.

How staff enforces the above

  1. We rely on reports to take action and to discuss situations with members.
  2. We approach any enforcement of the rules and code of conduct primarily through discussion. Any action we take will be prompted by or to support discussion. Any action taken is open for discussion.
  3. We believe in treating people like adults. This means that we talk and ensure both sides understand the situation fully and that people accept responsibility for their own actions and the consequences those actions have on others.
  4. We expect members who are contacted by staff to listen to the feedback and to treat any advice given with the same importance as the Rules and Code of Conduct.
  5. We look to improve conversation and will take the action that is most likely to lead to that result.
  6. Though we have tried to make the rules as unambiguous as possible, we treat people and situations individually. History of previous behaviour, context of the conversation, the people involved and their relationships to one another are all factors that we can and will consider.
  7. Any breach of these guidelines may result in the editing or removal of posts/threads, or may result in a suspension from the community altogether and may have a negative effect on your payback.
  8. Suspensions
    1. They are clearly breaking the rules
    2. If conversations about behaviour that goes against the code of conduct have not yielded a positive change in that behaviour
    3. If they have blocked communication or are completely unresponsive to discussion
    1. Time-based: these suspensions are intended to correct behaviour and give members some time away from the community to reflect. The time is dependent on the situation and the ensuing conversation with the member. This can range from a few hours to weeks.
    2. Indefinite: the member is suspended without an agreed-upon time of return. This happens when we need to discuss a situation and the person’s response will dictate the length of the suspension. We look to resolve these rapidly by lifting the suspension, setting a time-frame or making the suspension permanent. In cases where a decision cannot be made with the member, we will declare the discussion “deadlocked” and we will refer the member to escalate the situation further to get a resolution.
    3. Permanent: the member is suspended with the expectation that they will not be granted access again. Permanent suspensions are imposed for very serious breaking of the rules or for repeated offences where temporary suspensions have not prompted a change in behaviour.
    1. We can suspend (“ban”) a member from the community if:
    2. Suspensions can be either time-based, indefinite or permanent:
    3. In the majority of cases, suspension from the forums will not affect the use of giffgaff mobile services, nor will it stop payback being earned for recruitment. We reserve the right to restrict the use of such services in extreme cases.
    4. Previous suspensions (temporary, indefinite or permanent) may be overturned at the discretion of giffgaff
  9. Disputes:
    1. Discuss the situation/issue directly with the staff member who took the action. This is likely through Private Message on the community or in the case of suspension through the community e-mail address (we will also reach out to the person in question via e-mail to initiate this contact).
    2. If you wish to escalate further any discussion or dispute you may have with a decision or a member of our Community Team, please request that they refer you to a manager or contact another member of the community team.
    3. If this is unsatisfactory, you can find our complaints process and how to raise a case on this page. This in turn will create an official agent case that will be reviewed and escalated to senior management in the community team for review. The senior community staff will provide a detailed report on the results of the review to the agents which will then be checked over by the agents before the decision is communicated. Note: while the official complaints process is live, we will not respond through other channels or discuss the situation further to avoid confusing the issue and creating more content to be brought into the review. Our complaints & code of practise.
    4. Should this process not satisfy, you may be entitled to raise a complaint to the ombudsman. Please follow their guidance here: Ombudsman complaints service
    1. In the event of disputes or clarification on any of the guidelines the Community Management Team have the final say. We will not discuss details of any of our moderation decisions on the public forums.
    2. The process for disputes is as follows:

Updating of the guidelines: Please note these guidelines are subject to updates without notice. We urge members to check these guidelines on a regular basis.

Last updated: 10th of April, 2018

 

Message 2 of 139
by: kath72
on: 10/04/2018 | 12:35
Thanks for your work on this @timo_t

Just a few initial thoughts

Rule 11 should include not asking for kudos / ba via pm

Should The photography board rules have wider application... This would then cover, for example, pasting someone else’s work into the creative writing thread or pasting other website content into tips or the gameplan area without referencing the source !

Point 2:3 on disputes ... is this a ‘gg agent’ case that would be opened or something else ... probably just me but I’m not sure where the agents suddenly appeared in the equation !


There are a number of other things I might bring up as the discussion progresses but I’ll leave it there for just now

Message 3 of 139
by: suppers_ready
on: 10/04/2018 | 12:45 edited: 10/04/2018 | 19:23

@timo_t

 

In the "Please Do:" section, item 1 seems out of place to me. I have no problem with the wording but the positioning of this point should be at the end imho (item 12), as it gives a course of action should the positive behaviours listed fail in anyway. It looks as though it's only in position 1 as a result of all the debate that has gone on before and I don't think fresh eyes would see it there. I see it as How should I conduct myself?, What do I do if I see something wrong?, not the other way round.

 

Either way, the report button isn't in the top right anymore as the options button is long gone. It should be "Bottom left in the three dot balloon thingy".

 

Edit typo

Message 4 of 139
by: k89bpa
on: 10/04/2018 | 12:48 edited: 10/04/2018 | 13:37

Is 8.3 of the enforcement section targeted at me? Smiley Very Happy

I think all but that one is fair enough, I've only strayed once beyond the guidelines, the rest of the time I've not even come close to the boundaries.

I'm a little concerned that interpretation and imagination is being used rather than common sense in terms of the staff, because well, it's irritating, tiresome and unnecessary.

I would like to see a greater commitment from the staff to using common sense, because when they don't, it can easily be construed as and feel like harassment, and 8.3 is the only remedy we have to stop being subjected to such behaviour.

The communications have improved to a certain degree, I've now added Guy to the list of sensible moderators who act appropriately in their communications, (with yourself and Will), but there's still work that needs to be done before that should be placed on the back burner.

 

**References removed to private education between staff and member**

Huawei P20 Pro | 9.0.0 | Data Plan: 180GB
For the meaning behind the codes in my posts search the code GGK-0228-2309
Message 5 of 139
by: woodyuk
on: 10/04/2018 | 12:56

At first glance this looks like a big improvement to me with much more black and white and very little grey.

 

One thing I noticed was this section :-

 

  1. We approach any enforcement of the rules and code of conduct primarily through discussion. Any action we take will be prompted by or to support discussion. Any action taken is open for discussion.

In order to make it clear exactly how this procedure works I'd add the word "private" in front of "discussion" wherever it appears in this section so that members know that these matters are dealt with privately by PM with the community team.

Message 6 of 139
by: harrrrrry
on: 10/04/2018 | 13:38

@timo_t

 

Could these two be squeezed in somewhere?

 

 

  • In the Help forum, there should only be one question in each thread, which should be in the Opening Post. Replies should all be about helping the Original Poster. Avoid adding additional problems to another member's Help post even if you think you have a similar problem. We can handle Help requests more efficiently if each thread is used solely to discuss the problem raised by the Opening Poster.
  • Avoid posting individual problems in Tips and Guides or as a reply to any post in Announcements or Service Updates. Individual problems are best posted as a new thread in Help.

 

 

Get a free giffgaff Sim

Message 7 of 139
by: jaymailsays
on: 10/04/2018 | 16:02

@timo_t I am confused by this rule

 

Do not Advertise any products or services. <snip>

 

In Gameplan Tips & Deals, by its nature there is mention of advertisers deals, products and services.

 

Is it your intention to shut this particular, Gameplan board down, if so, when?

 

Thanks

Get a free giffgaff Sim
Message 8 of 139
by: essie112mm
on: 10/04/2018 | 16:19

Unusually, the giffgaff team has not only listened to members, but also heard and responded to our suggestions - with the result that the Code of Conduct and Rules are (in my view) fit for purpose and leave very little wriggle room.

 

A few thoughts on the initial draft posted above:

 

  • I am especially pleased that you have moved to close down the loophole about members not breaking rules but acting in a way that is contrary to the spirit of them. 
  • There can be no member now (past / present or future) who might claim with any justification not to understand how / or be able to break an apparent deadlock in suspension / disputes process. 
  • In the Code of Conduct I should like to make the suggestion that members are reminded we were once all new to the community and thus should treat newbies accordingly. Time and again I see new members post in forums, usually Contribute / Help & Support / Labs, who find themselves on the receiving end of posts - often from long-established members - with an unfriendly tone or even laced with sarcasm, comedic or otherwise. This gives a very poor impression of the community and will inevitably discourage new members from contributing in the future.
  • On the assumption that PMs welcoming new members are still sent out would it be a good idea to include a reference or even a link to the new Community Rules & Code of Conduct? Chances are many won't bother to read them, but at least if they fall foul of them they can't then claim to be ignorant of their existence. 
  • In the section entitled "How staff enforce the above" point 6 explains the factors you take into account when considering how best to deal with a breach of the rules and code of conduct. However, it might also be useful to mention that all members are treated equally and without favour. There has been a consistent gripe aired that some members receive preferential treatment which needs to be acknowledged and dealt with, I think. 

 

27/08/2017
My @mentions are turned OFF
Message 9 of 139
by: blackfive460
on: 10/04/2018 | 16:56 edited: 10/04/2018 | 16:59

@timo_t

 

First of all, the Rules...

 

It seems to me that what should be in there is and, to me at any rate seems relatively unambiguous.

The inclusion of how rule breakers are to be dealt with is also sufficiently clear.

However, we should also bear in mind that the majority who actually read these rules will be doing so in extremis after having broken one or more and been brought to book by staff. Had it not been for this thread I can assure you that I would never have read them (as I never read the previous version) on the assumption that common sense (on all sides) would be sufficient to get me through.

I should add that the above is in no way intended as criticism as rules, terms & conditions and similar will always fall under the TL : DR (Too Long : Didn't Read) category but are essential to fall back on when things go wrong.

 

That brings me to the Code of Conduct...

 

I'm sorry to say that I'd hoped for something better.

Don't mis-understand, what is there is good and if everyone followed what's written there then the rules would be unnecessary but  what is there reads to me rather like another set of rules. It's also too long.

What I was hoping for was a single paragraph. Something fairly short and pithy that would set out in a straightforward way what the community is about and what it should be like. Something like 'Helpful and Friendly' but in a few more words.

Even if the Code of Conduct is going to have a dozen items in it, can we try to at least come up with a headline that sums up how things should be? People will likely read that and may take it on board but many won't bother reading 12 paragraphs; TL : DR again.

 

Before I go, one final thing that I think isn't quite right in the Rules is item 8.3 (Suspensions).

 

In the majority of cases, suspension from the forums will not affect the use of giffgaff mobile services

 

Surely a suspended 'customer's' use of giffgaff is affected simply because they no longer have access to the same convenient Help & Support that others have. Or is something put in place so that they can still ask questions in H&S?

As far as I know, although this aspect of suspension has been brought up a few times before, we've never been told just how that side of things works and it seems to me of some importance. After all, it's part of the service that customers pay for. Perhaps a bit of clarity over this would be helpful.

 

 

 

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