AGM 2012 Mailbox Report - Revision history

Jacky at 18:06, 11 October 2012

2012-10-11T18:06:43Z

← Older revision		Revision as of 18:06, 11 October 2012
Line 1:		Line 1:
	'''Mailbox Team: Susan, Jacky & Jacqui'''		'''Mailbox Team: Susan, Jacky & Jacqui'''

	After 3 years, Googlemail continues to suit our needs well. We can		After 3 years, Googlemail continues to suit our needs well. We can all access the mailbox online simultaneously, and its search is excellent. We have only used 2% of its capacity.
	all access the mailbox online simultaneously, and its search is
	excellent. We have only used 2% of its capacity.

	We currently average 14 daily messages (range 1-28), compared to 5		We currently average 14 daily messages (range 1-28), compared to 5 daily last year. The increase is partly due to the new contact form; people can contact Freegle more easily. Because the form prompts for the group name, we can pass messages much more quickly to local groups.
	daily last year. The increase is partly due to the new contact form;
	people can contact Freegle more easily. Because the form prompts for
	the group name, we can pass messages much more quickly to local
	groups.

	Due to the sustained increase in messages, we are delighted to report		Due to the sustained increase in messages, we are delighted to report that we now have Jacqui Houlding, Warrington Freegle, as back up cover for when one of us is away. Susan and Jacky would like to thank Jacqui for taking this on and for spelling her name differently to Jacky.
	that we now have Jacqui Houlding, Warrington Freegle, as back up cover
	for when one of us is away. Susan and Jacky would like to thank
	Jacqui for taking this on and for spelling her name differently to
	Jacky.

	The gradual increase in the groups offering Freegle Direct and		The gradual increase in the groups offering Freegle Direct and Facebook means we cannot send simple explanations of how to (for example) change message settings or hide their real name. We therefore
	Facebook means we cannot send simple explanations of how to (for
	example) change message settings or hide their real name. We therefore
	pass many more queries to local groups.		pass many more queries to local groups.

	As messages arrive, we tag them with at least one label - group-name,		As messages arrive, we tag them with at least one label - group-name, new group enquiry, unsubscribe request, login problems, complaints, offers of help and so forth. Gmail sorts messages into ‘conversations’, some with just the mail received and a reply, others with over a dozen messages. We have had over 2000 of these conversations between mid September 2011 and September 2012.
	new group enquiry, unsubscribe request, login problems, complaints,
	offers of help and so forth. Gmail sorts messages into
	‘conversations’, some with just the mail received and a reply, others
	with over a dozen messages. We have had over 2000 of
	these conversations between mid September 2011 and September 2012.

	Since Freegle began we have had enquiries from people in 20 other		Since Freegle began we have had enquiries from people in 20 other countries, from the Bahamas to Serbia.
	countries, from the Bahamas to Serbia.

	A few message statistics from the past 12 months:		A few message statistics from the past 12 months:
	- 502 people asked to unsubscribe, and 104 to change their settings.		*502 people asked to unsubscribe, and 104 to change their settings.
	- 158 people asked to subscribe to a group.		*158 people asked to subscribe to a group.
	- 24 people offered help (often in batches after local requests for help).		*24 people offered help (often in batches after local requests for help).
	*18 people gave feedback and 2 people offered website help.		*18 people gave feedback and 2 people offered website help.
	*18 members complained about delays in message approval; 15 about		*18 members complained about delays in message approval; 15 about delays in joining or the hoops required to join up.
	delays in joining or the hoops required to join up.		*7 members generated concern about protracted group delays. In this situation we try to contact the local Freegle team to offer help.
	*7 members generated concern about protracted group delays. In this		*33 of 58 people gave permission to pass complaints to their local group. All are encouraged to do so and are routinely given the owner email address. Where permission is refused, we work hard to give a balanced response that the local team would hopefully consider fair, and which leaves the member feeling heard but also with a better understanding of Freegle, group autonomy and affiliation criteria. This is our most challenging role.
	situation we try to contact the local Freegle team to offer help.		*10 groups generated complaints about moderators' decisions or attitude; 2 were referred to the Reps as potentially serious.
	*33 of 58 people gave permission to pass complaints to their local
	group. All are encouraged to do so and are routinely given the owner
	email address. Where permission is refused, we work hard to give a
	balanced response that the local team would hopefully consider fair,
	and which leaves the member feeling heard but also with a better
	understanding of Freegle, group autonomy and affiliation criteria.
	This is our most challenging role.
	- 10 groups generated complaints about moderators' decisions or
	attitude; 2 were referred to the Reps as potentially serious.
	*14 people complained about other members' behaviour.		*14 people complained about other members' behaviour.
	*9 people asked or complained about items being sold.		*9 people asked or complained about items being sold.
	*90 people wrote to offer or request items.		*90 people wrote to offer or request items.
	*172 people had various problems posting messages.		*172 people had various problems posting messages.
	*66 people queried or commented on local or national rules; 3 about		*66 people queried or commented on local or national rules; 3 about 'the' pet policy.
	'the' pet policy.
	*55 people expressed concern about privacy or spam.		*55 people expressed concern about privacy or spam.
	*1 council offered to promote Freegle.		*1 council offered to promote Freegle.

	Thanks once again to all the moderators who respond to issues that we		Thanks once again to all the moderators who respond to issues that we have passed on, and for the friendly emails we get back from groups. It is a privilege to see Freegle performing in such a positive way and to know members up and down the country have such great volunteers who are working for them and their communities.
	have passed on, and for the friendly emails we get back from groups.
	It is a privilege to see Freegle performing in such a positive way and		Back to [[AGM 2012]]
	to know members up and down the country have such great volunteers who
	are working for them and their communities.
	~~<br><br>~~
	[[category:AGM 2012]]		[[category:AGM 2012]]

Alison at 16:51, 11 October 2012

2012-10-11T16:51:52Z

← Older revision		Revision as of 16:51, 11 October 2012
Line 64:		Line 64:
	to know members up and down the country have such great volunteers who		to know members up and down the country have such great volunteers who
	are working for them and their communities.		are working for them and their communities.
			<br><br>
			[[category:AGM 2012]]

Alison: Created page with ''''Mailbox Team: Susan, Jacky & Jacqui''' After 3 years, Googlemail continues to suit our needs well. We can all access the mailbox online simultaneously, and its search is ex…'

2012-10-11T16:48:38Z

Created page with ''''Mailbox Team: Susan, Jacky & Jacqui''' After 3 years, Googlemail continues to suit our needs well. We can all access the mailbox online simultaneously, and its search is ex…'

New page

'''Mailbox Team: Susan, Jacky & Jacqui'''

After 3 years, Googlemail continues to suit our needs well. We can
all access the mailbox online simultaneously, and its search is
excellent. We have only used 2% of its capacity.

We currently average 14 daily messages (range 1-28), compared to 5
daily last year. The increase is partly due to the new contact form;
people can contact Freegle more easily. Because the form prompts for
the group name, we can pass messages much more quickly to local
groups.

Due to the sustained increase in messages, we are delighted to report
that we now have Jacqui Houlding, Warrington Freegle, as back up cover
for when one of us is away. Susan and Jacky would like to thank
Jacqui for taking this on and for spelling her name differently to
Jacky.

The gradual increase in the groups offering Freegle Direct and
Facebook means we cannot send simple explanations of how to (for
example) change message settings or hide their real name. We therefore
pass many more queries to local groups.

As messages arrive, we tag them with at least one label - group-name,
new group enquiry, unsubscribe request, login problems, complaints,
offers of help and so forth. Gmail sorts messages into
‘conversations’, some with just the mail received and a reply, others
with over a dozen messages. We have had over 2000 of
these conversations between mid September 2011 and September 2012.

Since Freegle began we have had enquiries from people in 20 other
countries, from the Bahamas to Serbia.

A few message statistics from the past 12 months:
- 502 people asked to unsubscribe, and 104 to change their settings.
- 158 people asked to subscribe to a group.
- 24 people offered help (often in batches after local requests for help).
*18 people gave feedback and 2 people offered website help.
*18 members complained about delays in message approval; 15 about
delays in joining or the hoops required to join up.
*7 members generated concern about protracted group delays. In this
situation we try to contact the local Freegle team to offer help.
*33 of 58 people gave permission to pass complaints to their local
group. All are encouraged to do so and are routinely given the owner
email address. Where permission is refused, we work hard to give a
balanced response that the local team would hopefully consider fair,
and which leaves the member feeling heard but also with a better
understanding of Freegle, group autonomy and affiliation criteria.
This is our most challenging role.
- 10 groups generated complaints about moderators' decisions or
attitude; 2 were referred to the Reps as potentially serious.
*14 people complained about other members' behaviour.
*9 people asked or complained about items being sold.
*90 people wrote to offer or request items.
*172 people had various problems posting messages.
*66 people queried or commented on local or national rules; 3 about
'the' pet policy.
*55 people expressed concern about privacy or spam.
*1 council offered to promote Freegle.

Thanks once again to all the moderators who respond to issues that we
have passed on, and for the friendly emails we get back from groups.
It is a privilege to see Freegle performing in such a positive way and
to know members up and down the country have such great volunteers who
are working for them and their communities.