Freegle Mailbox Guidelines - Revision history

Jacky: Protected "Freegle Mailbox Guidelines" ([Edit=Allow only administrators] (indefinite) [Move=Allow only administrators] (indefinite))

2024-11-14T12:34:31Z

Protected "Freegle Mailbox Guidelines" ([Edit=Allow only administrators] (indefinite) [Move=Allow only administrators] (indefinite))

← Older revision	Revision as of 12:34, 14 November 2024
(No difference)

Jacky at 07:46, 12 June 2024

2024-06-12T07:46:37Z

← Older revision		Revision as of 07:46, 12 June 2024
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	Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals.		Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals.

	All emails should have "Freegle Ltd, Registered Society 32410R, Registered as a charity with HMRC (ref. XT32865)" below the signature, in compliance with FCA regulations. We use ~~some~~ software ~~called Exclaimer~~ to insert this information on the signature line automatically.		All emails should have "Freegle Ltd, Registered Society 32410R, Registered as a charity with HMRC (ref. XT32865)" below the signature, in compliance with FCA regulations. We use Exclaimer software to insert this information on the signature line automatically.

Jacky at 07:45, 12 June 2024

2024-06-12T07:45:19Z

Jacky: /* Links: */

2024-05-24T09:23:48Z

Links:

← Older revision		Revision as of 09:23, 24 May 2024
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	*List of @ilovefreegle.org email accounts - [[Contact Details]]		*List of @ilovefreegle.org email accounts - [[Contact Details]]
	*[[Social Media Guidelines]]		*[[Social Media Guidelines]]
			*FCA Regs regarding business communications [[https://www.handbook.fca.org.uk/handbook/RFCCBS/8/?view=chapter]]

	[[category:Policies, Procedures, Remits]][[category:Freegle Teams]]		[[category:Policies, Procedures, Remits]][[category:Freegle Teams]] RFCCBS 8.1.3 and 8.1.4

Jacky: /* Maintain efficient and appropriate communication */

2024-05-24T09:21:49Z

Maintain efficient and appropriate communication

← Older revision		Revision as of 09:21, 24 May 2024
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	@ilovefreegle.org addresses are allocated to named role holders and used as contact addresses for the public on the website. Communications relating to those roles and conversations initiated at the contact addresses should take place via those email addresses and be archived in the mailboxes.		@ilovefreegle.org addresses are allocated to named role holders and used as contact addresses for the public on the website. Communications relating to those roles and conversations initiated at the contact addresses should take place via those email addresses and be archived in the mailboxes.

			Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals. All emails should have "Freegle Ltd, Registered Society 32410R, Registered as a charity with HMRC (ref. XT32865)" below the signature, in compliance with FCA regulations.

	====Maintain efficient and appropriate communication====		====Maintain efficient and appropriate communication====
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	*Remember that Freegle communities are autonomous and centrally Freegle cannot speak on their specific behalf.		*Remember that Freegle communities are autonomous and centrally Freegle cannot speak on their specific behalf.
	*Forward or copy as much as possible directly to the community owner address in question to deal with, or an organisational Freegle Team where appropriate, informing the enquirer that this is being done.		*Forward or copy as much as possible directly to the community owner address in question to deal with, or an organisational Freegle Team where appropriate, informing the enquirer that this is being done.
	*Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals. All emails should have "Freegle Ltd, Registered Society 32410R, Registered as a charity with HMRC (ref. XT32865)" below the signature, in compliance with FCA regulations.
	*Ask the advice of the Board if unsure of the appropriate response.		*Ask the advice of the Board if unsure of the appropriate response.

Jacky at 08:58, 24 May 2024

2024-05-24T08:58:46Z

← Older revision		Revision as of 08:58, 24 May 2024
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	*Remember that Freegle communities are autonomous and centrally Freegle cannot speak on their specific behalf.		*Remember that Freegle communities are autonomous and centrally Freegle cannot speak on their specific behalf.
	*Forward or copy as much as possible directly to the community owner address in question to deal with, or an organisational Freegle Team where appropriate, informing the enquirer that this is being done.		*Forward or copy as much as possible directly to the community owner address in question to deal with, or an organisational Freegle Team where appropriate, informing the enquirer that this is being done.
	*Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals.		*Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals. All emails should have "Freegle Ltd, Registered Society 32410R, Registered as a charity with HMRC (ref. XT32865)" below the signature, in compliance with FCA regulations.
	*Ask the advice of the Board if unsure of the appropriate response.		*Ask the advice of the Board if unsure of the appropriate response.

Jacky at 14:29, 30 November 2021

2021-11-30T14:29:18Z

Jacky: /* Links: */

2019-12-07T09:00:01Z

Links:

← Older revision		Revision as of 09:00, 7 December 2019
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	*[[Social Media Guidelines]]		*[[Social Media Guidelines]]

	[[category:Policies, Procedures, Remits]][[Freegle Teams]]		[[category:Policies, Procedures, Remits]][[category:Freegle Teams]]

Jacky: /* Links: */

2019-12-07T08:59:42Z

Links:

← Older revision		Revision as of 08:59, 7 December 2019
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	*[[Social Media Guidelines]]		*[[Social Media Guidelines]]

	[[category:Policies, Procedures, Remits]]		[[category:Policies, Procedures, Remits]][[Freegle Teams]]

Jacky at 21:17, 2 December 2019

2019-12-02T21:17:44Z

← Older revision		Revision as of 21:17, 2 December 2019
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	*[[Document Approval Policy]]		*[[Document Approval Policy]]
	*[[Freegle Equality and Diversity Policy]]		*[[Freegle Equality and Diversity Policy]]
	*Previous Freegle UK documents: [[Mailbox Guidelines]] and [[Mailbox remit]]		*Previous Freegle UK documents: Mailbox Guidelines and Mailbox remit
	*List of @ilovefreegle.org email accounts - [[Contact Details]]		*List of @ilovefreegle.org email accounts - [[Contact Details]]
	*[[Social Media Guidelines]]		*[[Social Media Guidelines]]

	[[category:Policies, Procedures, Remits]]		[[category:Policies, Procedures, Remits]]

← Older revision		Revision as of 07:45, 12 June 2024
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	@ilovefreegle.org addresses are allocated to named role holders and used as contact addresses for the public on the website. Communications relating to those roles and conversations initiated at the contact addresses should take place via those email addresses and be archived in the mailboxes.		@ilovefreegle.org addresses are allocated to named role holders and used as contact addresses for the public on the website. Communications relating to those roles and conversations initiated at the contact addresses should take place via those email addresses and be archived in the mailboxes.

	Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals. All emails should have "Freegle Ltd, Registered Society 32410R, Registered as a charity with HMRC (ref. XT32865)" below the signature, in compliance with FCA regulations.		Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals.

			All emails should have "Freegle Ltd, Registered Society 32410R, Registered as a charity with HMRC (ref. XT32865)" below the signature, in compliance with FCA regulations. We use some software called Exclaimer to insert this information on the signature line automatically.


	====Maintain efficient and appropriate communication====		====Maintain efficient and appropriate communication====
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	*Refer to other free reuse networks and any other organisations in a neutral manner.		*Refer to other free reuse networks and any other organisations in a neutral manner.
	*Remember that Freegle communities are autonomous and centrally Freegle cannot speak on their specific behalf.		*Remember that Freegle communities are autonomous and centrally Freegle cannot speak on their specific behalf.
	*Forward or copy as much as possible directly to the community owner address in question ~~to deal with,~~ or an organisational Freegle Team ~~where~~ appropriate, informing the enquirer that this is being done.		*Forward or copy as much as possible directly to the community owner address in question or an organisational Freegle Team to deal with if appropriate, informing the enquirer that this is being done.
	*Ask the advice of the Board if unsure of ~~the~~ appropriate response.		*Ask the advice of the Board if unsure of an appropriate response.

	====Maintain an organised mailbox====		====Maintain an organised mailbox====
	*Archive all messages once resolved or passed on.		*Archive all messages once resolved or passed on.
	*Use the Gmail folder facility to label messages meaningfully, so conversations can be found easily and similar subjects are grouped together in folders.		*Use the Gmail folder facility to label messages meaningfully, so conversations can be found easily and similar subjects are grouped together in folders.
	*Delete spam only, nothing else.		*Delete spam only, nothing else.
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	====Maintain confidentiality====		====Maintain confidentiality====
	*Do not divulge the mailbox password to anyone except those authorised by the Board to have access		*Do not divulge the mailbox password to anyone except those authorised by the Board to have access.
	*There must be at least two authorised people with access to each allocated @ilovefreegle.org email address at all times		*There must be at least two authorised people with access to each allocated @ilovefreegle.org email address at all times.
	*Change the mailbox password when an authorised person who has access to it steps down and ensure the following are notified of the new password:		*Change the mailbox password when an authorised person who has access to it steps down and ensure the following are notified of the new password:
	**Other authorised users of that email address or account		**Other authorised users of that email address or account
	**One member of the Geeks and Board		**One member of the Geeks and Board.
	*Be mindful of the activity on the mailbox account; https://support.google.com/mail/answer/45938?hl=en gives good advice, including signing out other sessions/users.		*Be mindful of the activity on the mailbox account; https://support.google.com/mail/answer/45938?hl=en gives good advice, including signing out other sessions/users.

	====For complaints and sensitive issues====		====For complaints and sensitive issues====
	*Be mindful of sensitive issues and respect the confidentiality of emails when forwarding or copying others on emails.		*Be mindful of sensitive issues and respect the confidentiality of emails when forwarding or copying others with emails.
	*Refer to and act in accordance with the Complaints Procedure where appropriate, which would usually entail forwarding issues to the info@ central mailbox to be dealt with.		*Refer to and act in accordance with the Complaints Procedure where appropriate, which would usually entail forwarding issues to the info@ central mailbox to be dealt with.
	**info@ mailbox should give any local community the chance to deal fully with any complaints, but seek permission from the person complaining before their email is shared with the moderating team.		**info@ mailbox should give any local community the chance to deal fully with any complaints, but seek permission from the person complaining before their email is shared with the moderating team.
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	**If the complaint is about one of the communities or a member of these teams, send it to one other person from the relevant team instead.		**If the complaint is about one of the communities or a member of these teams, send it to one other person from the relevant team instead.
	*The Board should be notified if a community receives 3 or more complaints about a community for which permission to refer back to the community is not given, or if the nature of the complaint appears to be sufficiently concerning.		*The Board should be notified if a community receives 3 or more complaints about a community for which permission to refer back to the community is not given, or if the nature of the complaint appears to be sufficiently concerning.
	*Ensure that a complaint is not dealt with by a member of the mailbox who is also a ~~moderator~~ for any community or role concerned.		*Ensure that a complaint is not dealt with by a member of the mailbox who is also a volunteer for any community or role concerned.

	====Emergencies====		====Emergencies====

← Older revision		Revision as of 14:29, 30 November 2021
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	*Remain neutral in any issues involving political and religious views.		*Remain neutral in any issues involving political and religious views.
	*Refer to other free reuse networks and any other organisations in a neutral manner.		*Refer to other free reuse networks and any other organisations in a neutral manner.
	*Remember that Freegle ~~groups~~ are autonomous and centrally Freegle cannot speak on their specific behalf.		*Remember that Freegle communities are autonomous and centrally Freegle cannot speak on their specific behalf.
	*Forward or copy as much as possible directly to the ~~group~~ owner address in question to deal with, or an organisational Freegle Team where appropriate, informing the enquirer that this is being done.		*Forward or copy as much as possible directly to the community owner address in question to deal with, or an organisational Freegle Team where appropriate, informing the enquirer that this is being done.
	*Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual ~~groups~~ or private individuals.		*Be mindful that all emails are sent on behalf of Freegle as a central organisation, not on behalf of individual communities or private individuals.
	*Ask the advice of the Board if unsure of the appropriate response.		*Ask the advice of the Board if unsure of the appropriate response.

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	*Be mindful of sensitive issues and respect the confidentiality of emails when forwarding or copying others on emails.		*Be mindful of sensitive issues and respect the confidentiality of emails when forwarding or copying others on emails.
	*Refer to and act in accordance with the Complaints Procedure where appropriate, which would usually entail forwarding issues to the info@ central mailbox to be dealt with.		*Refer to and act in accordance with the Complaints Procedure where appropriate, which would usually entail forwarding issues to the info@ central mailbox to be dealt with.
	**info@ mailbox should give any local ~~group~~ the chance to deal fully with any complaints, but seek permission from the person complaining before their email is shared with the moderating team.		**info@ mailbox should give any local community the chance to deal fully with any complaints, but seek permission from the person complaining before their email is shared with the moderating team.
	**Where permission is not given, file away the complaint unless the complaint is about items or actions not being Free and Legal. In this case, the Board should be informed for their consideration.		**Where permission is not given, file away the complaint unless the complaint is about items or actions not being Free and Legal. In this case, the Board should be informed for their consideration.
	**If the complaint is about one of the ~~groups~~ or a member of these teams, send it to one other person from the relevant team instead.		**If the complaint is about one of the communities or a member of these teams, send it to one other person from the relevant team instead.
	*The Board should be notified if a ~~group~~ receives 3 or more complaints about a ~~group~~ for which permission to refer back to the ~~group~~ is not given, or if the nature of the complaint appears to be sufficiently concerning.		*The Board should be notified if a community receives 3 or more complaints about a community for which permission to refer back to the community is not given, or if the nature of the complaint appears to be sufficiently concerning.
	*Ensure that a complaint is not dealt with by a member of the mailbox who is also a moderator for any ~~group~~ or role concerned.		*Ensure that a complaint is not dealt with by a member of the mailbox who is also a moderator for any community or role concerned.

	====Emergencies====		====Emergencies====