Difference between revisions of "Best Practice"

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This page summarises our agreed Best Practice for running a Freegle group.  Each point has a link to further information on [[Best Practice Notes]].
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This page summarises our agreed Best Practice for running a Freegle community.  Each point has a link to further information on [[Best Practice Notes]].
 +
 
 
==Summary==
 
==Summary==
 +
Freegle promotes reuse.  We need to make sure that using Freegle is as quick, easy and enjoyable as possible for us and our members. Further explanation about each of these points can be found at [[Best Practice Notes]]
  
Freegle promotes reuse. We need to make sure that using Freegle Groups is as quick, easy and enjoyable as possible for us and our members. Further explanation about each of these points can be found at [[Best Practice Notes]]
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[[Our Aims]] outlines expectations of Freegle and Volunteers. The intent of this is to support Freegle and members, and to safeguard our reputation. All the advice below is within the context of the [[Basic Requirements of a Freegle Group#Local Rules]].
  
The Freegle Volunteer Agreement outlines expectations of Freegle and Volunteers. The intent of this is to support Freegle and group members, and to safeguard our reputation. All the advice below is within the context of the [[Basic Requirements of a Freegle Group#Local Rules]].
 
  
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====Emergency arrangements====
 +
To safeguard your community and give you peace of mind, have backup arrangements in place.
 +
* Make sure all of your Volunteer Team know they can contact Mentors to get some help - email [mentors@ilovefreegle.org](mailto:mentors@ilovefreegle.org)
 +
* Exchange contact information with your chosen other volunteers locally and/or nationally in case of crisis.
  
====Emergency arrangements====
 
For safeguarding,there needs to be back up arrangements in place, so
 
*Have at least two volunteers with full moderation privileges, including adding new moderators, for your group.
 
*Make sure that Mentors know who all your Volunteers are, and all Volunteers know they can ask them for holiday or long term support  (mentors@ilovefreegle.org)
 
 
[[Best_Practice_Notes#Emergency_arrangements|More info]]
 
[[Best_Practice_Notes#Emergency_arrangements|More info]]
  
 +
====First impressions====
 +
Home pages (Freegle website, Facebook etc.) should be welcoming and quick and easy to read. All website homepages should have a logo or local picture, tagline, welcoming message and, optionally, local rules. To do this, go to Settings in Modtools.
  
====First impressions====
 
Your group’s home pages (Yahoo, FD, Facebook etc) should be welcoming, quick and easy to read and understand, include the Freegle logo and link, and be up to date and personal to your community.<br>
 
 
[[Best_Practice_Notes#First_impressions|More Info]]
 
[[Best_Practice_Notes#First_impressions|More Info]]
  
  
 
====New Freeglers need an easy start====
 
====New Freeglers need an easy start====
*Use open membership to keep your joining process as quick and simple as possible.<br>
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*Ensure all posts, especially first posts, are dealt with swiftly and sympathetically.
*Ensure all posts, especially first posts, are dealt with swiftly and sympathetically.<br>
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*Don’t overwhelm members with lots of admin emails.
*Don’t overwhelm new members with lots of admin emails.  
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[[Best_Practice_Notes#New Freeglers need an easy start|More info]]
 
[[Best_Practice_Notes#New Freeglers need an easy start|More info]]
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====Quick posting====
 
====Quick posting====
Ideally, moderation of messages needs to be at least every few hours . Put members who correctly format their messages on Group settings (unmoderated) as soon as practicable for your team.<br>
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Ideally, moderation of messages needs to be at least every few hours. Put members who post correctly on Group Settings (unmoderated). <br>
 
[[Best_Practice_Notes#Quick_posting|More info]]
 
[[Best_Practice_Notes#Quick_posting|More info]]
  
  
 
====Simple and minimal rules====
 
====Simple and minimal rules====
Keep rules to a bare minimum to enable the smooth running of the Group. A lot of Groups impose rules that members have no idea exist! Apply them fairly, always politely, and with flexibility where appropriate. <br>
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Keep rules short and to the point. Apply them fairly, always politely, and with flexibility where appropriate. Your community rules are for your community only, it’s not acceptable to try to enforce your rules on other communities, such as asking your member to leave another community. <br>
 
[[Best_Practice_Notes#Simple_and_minimal_rules|More info]]
 
[[Best_Practice_Notes#Simple_and_minimal_rules|More info]]
 +
 +
 +
====Don’t knock enthusiasm====
 +
It isn't an indication of ill intent if a member is a ‘multi-joiner’ or makes lots of requests.  Freegle is about encouraging reuse, so people who are able to travel or need things are not going against our objects. They don’t need to be removed or restricted unless there is a very good reason to do so. Occasionally, there will be people who exploit Freegle - but this is rare, and you should assume that people are innocent and kind until proven guilty.<br>
 +
[[Best_Practice_Notes#Don't knock enthusiam|More info]]
  
  
 
====‘Wanted’ posts are a good thing====
 
====‘Wanted’ posts are a good thing====
As long as the post is legal and free, equally accept a wanted or an offer as a first post from members. People that want other’s unwanted stuff are essential for your Freegle Group to work. Wanted requests should be encouraged and not overly restricted.<br>[[Best_Practice_Notes#'Wanted'_posts_are_a_good_thing|More info]]
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Equally accept requests or offers as first and subsequent posts from members. Our primary purpose is to keep things in use, so members who reuse those items are essential for Freegle. Requests should be encouraged, with no restrictions on numbers of wanted posts or numbers of items requested.
 +
<br>[[Best_Practice_Notes#'Wanted'_posts_are_a_good_thing|More info]]
  
  
 
====Avoid rejecting messages====
 
====Avoid rejecting messages====
Members have made the effort to post a message, so unless it contravenes core rules (free and legal), try not to reject it. Editing a message and, if needed, sending a friendly personal message to the member to explain the rules, whilst promoting Freegle Direct (if available) as an easy way to compose messages will be more effective in the long run.<br>
+
Members have made the effort to post a message, so unless it contravenes core rules (free and legal), try not to reject it. Editing a message and, if needed, sending a friendly personal message to the member to explain the rules, whilst promoting Freegle Direct (if available) as an easy way to compose messages, will be more effective in the long run.<br>
 
[[Best_Practice_Notes#Avoid_rejecting_messages|More info]]
 
[[Best_Practice_Notes#Avoid_rejecting_messages|More info]]
 
  
 
====Impression of you and Freegle====
 
====Impression of you and Freegle====
You are providing a service which is helping your members get in touch with one another to keep stuff out of the waste stream, so be a friendly, courteous and welcoming host. <br>
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We are providing a service which is helping your members get in touch with one another to keep stuff out of the waste stream, so let’s be good hosts.
 +
<br>
 
[[Best_Practice_Notes#Impression_of_you_and_Freegle|More info]]
 
[[Best_Practice_Notes#Impression_of_you_and_Freegle|More info]]
  
  
 
====Member problems====
 
====Member problems====
Handling problems and complaints from members can be one of the trickiest jobs for a moderator. How a group handles problems is a reflection on the group and Freegle. There is a wealth of advice in the Wiki that has been compiled by experienced Freegle moderators on dealing with issues and complaints.<br>[[Best_Practice_Notes#Member_problems|More info]]
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Handling problems and complaints from members is tricky. Finding the balance between running the community how you would like it to be run and how members would like you to run it is not always easy but is important to do well.<br>[[Best_Practice_Notes#Member_problems|More info]]
  
  
====Don’t lose potential Freeglers====
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====Use tools/services to make it easier to run or use your Community====
Make it quick and easy for new members to join Freegle and start freegling. And make all members feel welcome into your community.<br>[[Best_Practice_Notes#Don't_lose-potential_Freeglers|More info]]
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Take up some or all of the helpful tools and services that Freegle makes available for your members and you.
 
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<br>[[Best_Practice_Notes#Use_tools/services_to_make_it_easier_to_run_or_use_your_Community|More info]]
====Use tools to make it easier to run or use your Group====
 
Freegle Direct, Modtools, Freegle app, Facebook and Twitter can help to make your group more accessible for you and/or your members. <br>[[Best_Practice_Notes#Use_tools_to_mae_it_easier_to_run_or_use_your_Group|More info]]
 
  
  
 
====Ask for help====
 
====Ask for help====
You are not alone. All Freegle volunteers are in this together, we have a shared mission, so take advantage of others’ experience and advice. <br>[[Best_Practice_Notes#Ask_for_help|More info]]
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You are not alone. All Freegle volunteers are in this together, we have a shared mission, so take advantage of others’ experience, friendship and advice.
 +
<br>[[Best_Practice_Notes#Ask_for_help|More info]]
  
  
====Publicise your group====
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====Publicise your community====
The more people who know about your group, the better service it will offer your community. Make use of national publicity tools to spread the word and get more members.<br>
+
The more people who know about your community, the better it will be for freegling. Make use of national publicity tools to spread the word and get more members.<br>
[[Best_Practice_Notes#Publicise_your_group|More info]]
+
[[Best_Practice_Notes#Publicise_your_community|More info]]
  
  
====Support Freegle====
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====Supporting Freegle====
Freegle is run collectively by all of us, so make sure that you are involved and informed about Freegle nationally. <br>[[Best_Practice_Notes#Support_Freegle|More info]]
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Freegle is run collectively by all of us, so make sure that you are involved and informed about Freegle nationally.
 +
<br>[[Best_Practice_Notes#Supporting_Freegle|More info]]
  
  
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'''Note:'''  The guidelines on [[Best Practice Notes]] were last formally discussed and amended on Development Group in 2021. 
  
 
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'''Links:'''  
'''Note:''' The guidelines on [[Best Practice Notes]] were last formally discussed and amended on Development Group in 2015/2016.  This summary was discussed and added in July/August 2017.  Splitting the whole document into two pages was done as part of the whole wiki review in light of ditching Yahoo.
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*[[Running Your Group]]  
 
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*[[Our Aims]]
'''Link:''' [[Running Your Group]]  
 
 
 
 
[[Category:The Basics]]
 
[[Category:The Basics]]

Latest revision as of 10:35, 1 March 2022

This page summarises our agreed Best Practice for running a Freegle community. Each point has a link to further information on Best Practice Notes.

Summary

Freegle promotes reuse. We need to make sure that using Freegle is as quick, easy and enjoyable as possible for us and our members. Further explanation about each of these points can be found at Best Practice Notes

Our Aims outlines expectations of Freegle and Volunteers. The intent of this is to support Freegle and members, and to safeguard our reputation. All the advice below is within the context of the Basic Requirements of a Freegle Group#Local Rules.


Emergency arrangements

To safeguard your community and give you peace of mind, have backup arrangements in place.

  • Make sure all of your Volunteer Team know they can contact Mentors to get some help - email [mentors@ilovefreegle.org](mailto:mentors@ilovefreegle.org)
  • Exchange contact information with your chosen other volunteers locally and/or nationally in case of crisis.

More info

First impressions

Home pages (Freegle website, Facebook etc.) should be welcoming and quick and easy to read. All website homepages should have a logo or local picture, tagline, welcoming message and, optionally, local rules. To do this, go to Settings in Modtools.

More Info


New Freeglers need an easy start

  • Ensure all posts, especially first posts, are dealt with swiftly and sympathetically.
  • Don’t overwhelm members with lots of admin emails.

More info


Quick posting

Ideally, moderation of messages needs to be at least every few hours. Put members who post correctly on Group Settings (unmoderated).
More info


Simple and minimal rules

Keep rules short and to the point. Apply them fairly, always politely, and with flexibility where appropriate. Your community rules are for your community only, it’s not acceptable to try to enforce your rules on other communities, such as asking your member to leave another community.
More info


Don’t knock enthusiasm

It isn't an indication of ill intent if a member is a ‘multi-joiner’ or makes lots of requests. Freegle is about encouraging reuse, so people who are able to travel or need things are not going against our objects. They don’t need to be removed or restricted unless there is a very good reason to do so. Occasionally, there will be people who exploit Freegle - but this is rare, and you should assume that people are innocent and kind until proven guilty.
More info


‘Wanted’ posts are a good thing

Equally accept requests or offers as first and subsequent posts from members. Our primary purpose is to keep things in use, so members who reuse those items are essential for Freegle. Requests should be encouraged, with no restrictions on numbers of wanted posts or numbers of items requested.
More info


Avoid rejecting messages

Members have made the effort to post a message, so unless it contravenes core rules (free and legal), try not to reject it. Editing a message and, if needed, sending a friendly personal message to the member to explain the rules, whilst promoting Freegle Direct (if available) as an easy way to compose messages, will be more effective in the long run.
More info

Impression of you and Freegle

We are providing a service which is helping your members get in touch with one another to keep stuff out of the waste stream, so let’s be good hosts.
More info


Member problems

Handling problems and complaints from members is tricky. Finding the balance between running the community how you would like it to be run and how members would like you to run it is not always easy but is important to do well.
More info


Use tools/services to make it easier to run or use your Community

Take up some or all of the helpful tools and services that Freegle makes available for your members and you.
More info


Ask for help

You are not alone. All Freegle volunteers are in this together, we have a shared mission, so take advantage of others’ experience, friendship and advice.
More info


Publicise your community

The more people who know about your community, the better it will be for freegling. Make use of national publicity tools to spread the word and get more members.
More info


Supporting Freegle

Freegle is run collectively by all of us, so make sure that you are involved and informed about Freegle nationally.
More info


Get to know other Freegle Mods

Chatting to other Freegle volunteers can help put a 'face' to people and to establish better rapport for good and bad times.
More info



Note: The guidelines on Best Practice Notes were last formally discussed and amended on Development Group in 2021.

Links: