Difference between revisions of "Best Practice"
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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. See[[How_To_Deal_With]] and [[Member Complaints]].
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. See [[How_To_Deal_With]] and [[Member Complaints]].
====How many potential Freeglers do you lose?====
====How many potential Freeglers do you lose?====
Revision as of 15:17, 9 August 2017
We have split this document into a Summary at the top with links to the fuller version below.
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. More
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 (email@example.com)
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. More Info
New Freeglers need an easy start
Use open membership to keep your joining process as quick and simple as possible.
Ensure all posts, especially first posts, are dealt with swiftly and sympathetically.
Don’t overwhelm new members with lots of admin emails. More info
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. More info
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! Try to apply them fairly with flexibility where appropriate. More info
‘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. 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
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 good host. More info
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. More info
Don’t lose potential Freeglers
Make it quick and easy for new members to join Freegle and start freegling. And make new members feel welcomed into 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. 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 and advice. More info
Publicise your group
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. More info
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
Freegle promotes reuse. In doing this we:
1. Keep goods that still have life in them out of the waste stream.
2. Promote community spirit by sharing between local people.
3. Provide people with an opportunity to help the environment.
4. Look after each other as Volunteers by offering support if needed.
We want to do all this as well as we can, so we need to make sure that using Freegle Groups is as quick, easy and enjoyable as possible for us and our members.
Many of us started our Groups several years ago. Reuse was a brand new idea in 2003 and the rules and ways of working that evolved were aimed at trying to keep groups safe from possible problems, and we didn't know much about how people behaved online. Since that time internet use has increased substantially and we have learned a lot more about online behaviour. There have been many developments which mean that members now expect to be able to do things very,very quickly. There are also many other ways now of reusing items via the internet. We now know that if a Freegler encounters barriers they are likely to be put off from using our Groups, so we need to strike a balance between ‘protecting’ our Group, and making it welcoming for members. Experience shows that groups who have restrictive rules are unlikely to thrive, so all volunteers should think carefully about these best practice suggestions.
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.
Number one question
Do you have emergency arrangements for your Group?
To safeguard your group, there needs to be back up arrangements in place, so
- Have at least two volunteers with owner status/full privileges..
- Make sure all of your Volunteer Team know they can contact Mentors to get some help - email firstname.lastname@example.org
- Let Mentors or GAT know who all the Volunteer Team are so that support can be given if there is a major problem.
- Having at least 2 volunteers with owner status/full privileges means if there is a problem with volunteer availability, all your hard work doesn’t goes to waste as service can be maintained for your members.
- Volunteers with owner status/full privileges don’t have to all be active moderators, they could be:
- backup moderator - steps in and runs the Group immediately there seems to be a problem
- a volunteer who does other work in running the group, eg publicity, tech etC
- silent moderator - helps rescue a Group if it has been declared abandoned after set procedures.
- All of your Volunteer Team should have the interests of the group members as a priority, so should be competent enough to basically moderate messages and memberships, answer emails to the owner address and, most importantly, know who to contact in Freegle nationally if they need help.
- Making sure all volunteers know they can contact Mentors to get some help - email email@example.com - means you all know there is somewhere to turn in difficult situation. All volunteers can join Freegle Central, so why not?! It is the easiest way to communicate with other people around the UK and to ask for help.
- Yahoo can close any account or group at any time. Each volunteer with owner status having completely separate ID's (not linked to each other) registered on the Group and keeping in touch with each other will safeguard you personally from being denied access by Yahoo.
In order to help reduce barriers here are some more questions that owners/mods might like to think about.
What is a new Freegler’s first impression of your Group?
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.
- Your Group is autonomous so your homepage content is your choice, but clear identification as a Freegle Group will help you with publicity.
- Including the Freegle logo and national link on your home page(s) are requirements of affiliation to Freegle and show that it is an official, quality group.
- Making your joining options prominent on Yahoo to promote any alternative access (Freegle Direct, apps etc) helps members find the best option for them.
- Keeping your home pages up to date also keeps your current members interested, so review regularly.
- There is help available:
How easy it for a new Freegler to get started?
- Use open membership to keep your joining process as quick and simple as possible.
- Ensure all posts, especially first posts, are dealt with swiftly and sympathetically.
- Don’t overwhelm new members with lots of admin emails.
- The less time and work there is for a new Freegler to use your Group, the more likely they will be a contributing member.
- Open membership with new members being moderated is an easier and more welcoming experience. (Using Modtools can automate a Yahoo "Closed" group)
- Approving new members is an obstacle to participating - research by Freegle and elsewhere has proven that the more steps someone has to take to join and use a website the more likely they are to abandon doing it.(1)
- New member moderation will pick up spammers, especially if you use the ModTools.
- Sending only one very welcoming joining message with the Disclaimer and a link to your guidelines - and keep that as short as possible - is more effective. Delete the standard Yahoo message. No-one wants reams of admin messages when they join your group, but you do want them to get on and freegle!
- Avoiding rejecting first posts if you can, amending them to suit if possible and only sending them back if accompanied by a kind and friendly email to say why is kinder! No-one likes to be told off or have their first efforts fail.
- If you must approve members do not send long questionnaires or request personal information as that can be very offputting.
- If a new member joins via Freegle Direct, most obstacles are removed whatever the Yahoo group settings.
(1) In 2012 a prototype on Freegle Direct asked members a question to join. 87% of people who saw the form gave up. Sites on the Web which try to attract members don't make them jump through hoops nowadays. Why would people do that when they don't really know whether the site is worth joining or not? There are plenty of other sites they can use
How long does it take for a Freegler to see the message they have posted appear on the Group?
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.
- You will lessen the time you have to spend moderating.
- Messages will be posted more promptly on your message board, which is good for the person posting as well as those that respond.
- Moderating once a day is the absolute minimum for a Group to survive.
- Using ModTools makes moderating very easy - http://modtools.org
- Members are adults, and you can always put them back on moderation if they slip up.
- The fewest obstacles put in the way of speedy messaging will enable the maximum items reused.
- Your team can have confidence that your group is efficient with moderation taking place throughout the day, which you can make happen by having a rota or system in place to support the aim to keep delays to a minimum.
- Help is available - Mentors are available for holiday/emergency help firstname.lastname@example.org.
What rules do you have?
Keep rules to a minimum to enable the smooth running of the Group. A lot of Groups impose rules that members have no idea existed! Try to apply them fairly with flexibility where appropriate. Because:
- The fewer rules you impose, the less work it is for you to moderate your Group.
- No-one is keen on reading or remembering lots of rules, so too many just means that your members don’t know what they are.
- The Disclaimer statement covers legality, so there is no need to duplicate that with a long list of illegal items.
- It is better to approve a message if at all possible and send a reminder about how to get it right than it is to reject a post and lose a member because their first contact was negative.
- The fewer barriers in place for people to reuse items the more effective we are.
Do you restrict the number of Wanted posts or make a member post an offer before allowing a wanted post?
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.
Because: (for Offer First):
- It's discriminatory to expect an offer first.
- Extra hurdles - especially on a first post - potentially stop all freegling by a member.
- It's very easy to fake an offer, or offer something silly, and get round an 'offer first' rule.
- It doesn't take into account people who may have freegled elsewhere before moving to your area.
- It disregards new member responses to other people's wanteds.
- Some members prefer to answer a request for something rather than place it as an offer on the group.
- Encouraging people to freegle should help them consider freegling in the future when they have things to offer; it can be inspiring to receive an item, so encourages subsequent offers.
- Wanted posts often remind people that they have that item languishing unused so will respond with an offer.
- People - including us - overestimate the number of Wanted posts. Most groups have more Offers than Wanteds.
How many messages do you reject?
Avoid rejecting messages if possible. 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 as an easy way to compose messages will be more effective in the long run.
- The experience of Freegle mods is that members who post messages that are rejected often do not post again. No one likes to be rejected and some members will feel hurt at being told they have not used the right words to offer their personal possessions. They may never consider freegling again.
- Personal, positive messages, thanking the poster, explaining exactly which rules a member has broken and why your group has these rules are more effective than sending out lists of rules.
- Promoting Freegle Direct or trash nothing! provides a way of posting that won’t need correcting.
- Using ModTools to edit subject lines of messages, then sending a note afterwards to help the member get it right next time, saves you time and your member hassle.
What impression do your messages to members give 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 good host.
- Friendly, helpful messages are far more likely to get the response you want.
- No-one enjoys (or can be bothered) reading long messages, so keep things brief.
- English may not be the first language for some of your members, clear straightforward messages will make it easier for them to understand.
- Members are freegling, which is what we want! Don’t tell them off, explain any decisions or rules kindly. Avoid the word 'reject', try 'return' instead.
- Revewing your standard messages regularly, including any auto messages from Yahoo, to see how they come across will make sure you are giving out relevant information. It may help to ask someone neutral to help.
- Signing off as “Freegle Volunteer” is a better description than “Group Owner” or “Moderator” and don’t be anonymous – let your member know your first name.
How do you deal with member problems?
Handling problems and complaints from members can be one of the trickiest jobs for a moderator. Finding the balance between running the group how you would like it to be run and how members would like you to run the group is not always easy but is important to do well.
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. See How_To_Deal_With and Member Complaints.
How many potential Freeglers do you lose?
Make it quick and easy for new members to join Freegle and start freegling. And make new members feel welcomed into your community.
- People will abandon the joining process if they have to give too much information, tick too many boxes or have to read too much.
- Short and simple rules and quidelines are easier to read, follow and implement. Try to review them regularly.
- Freegle Direct is much easier to use and more efficient than Yahoo! Groups so it should be installed and the option set so that the Freegle Direct page is the first page a new Freegler sees. This opens up Freegle to people in your community who may really benefit from your group. There are clear links from Freegle Direct to your Yahoo Home Page if Freeglers prefer to use that route.
- A growing number of internet users do so via their phones. Enabling and promoting the Freegle App, Trashnothing and Snaply will be appreciated by your members. This is also useful because libraries, many public bodies and work places do not allow the use of Yahoo Groups.
- Polite and helpful responses from the volunteer team will make your members feel valued; try to reply to emails to the owner address within 24 hours.
- Having open membership and no joining questionnaires make joining your Freegle faster, easier and simpler.
What tools do you use to make it easier to run or use your Group?
Take up some or all of the helpful tools that Freegle makes available for your members and you.
Yahoo is not the easiest platform for you or your members, so why not use:
- Freegle Direct (new platform)
- ModTools - the only way to moderate groups on FD
- Mobile app (which will hopefully be updated to use the new platform - or be the new platform in app form)
- Social Media - Facebook, Twitter, Pinterest, Instagram ...
- The Message Maker is not recommended, although it does work for a few people still.
Note: this Best Practice is under review pending the new platform implementation (May 2016)
Do you know where to turn 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.
Experience has shown that sharing a problem and solutions is good for you and others. Consider consulting and contributing on following national groups and helplines:
- Freegle Mentor Group
One to one help from experienced mods for new Groups and assistance for struggling Groups and mods - Email: email@example.com
- Freegle Central
Sharing experience, information and helping each other on a range of issues - http://freegle.in/Central
- Freegle Development
Join in with discussions and putting into place ideas on how we can help Groups grow and thrive and make a difference nationally. - http://Freegle.in/Development
- Support helpline
Help with general problems or questions, particularly techy type stuff! Email firstname.lastname@example.org
- ModTools Group
Help with problems or questions - https://uk.groups.yahoo.com/neo/groups/ModTools/
- Freegle Direct help
Help with any issues about Freegle Direct - Email email@example.com
- Freegle Funding
A place to ask for help and share experience of getting local and national funding assistance - http://freegle.in/Funding
- This Freegle Wiki
Full of useful information on all aspects of running your Group, publicity tips and how you can help Freegle nationally - http://wiki.ilovefreegle.org/
- Freegle Rock Cafe
A place to chat and share with other volunteers around the UK - http://freegle.in/Cafe
- Local Mod Groups
If you have a local mods groups, join it. If there isn't one, why not encourage your neighbouring volunteers to set one up - you can work and share together.
- and lastly, Freegle Info Mailbox (firstname.lastname@example.org) - manned not by experts but by friendly people who usually know who to ask!
How about publicity for your group?
Best Practice advice:
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.
- Use publicity features on Modtools (to share posts on Facebook and Twitter).
- Order and use Freegle business cards.
- Regularly read Freegle News on Central for ideas and information.
Can you support Freegle more?
Best Practice advice:
Freegle is run collectively by all of us, so make sure that you are involved and informed about Freegle nationally.
- At least one of each group's volunteers must be a member of Freegle UK Central. Preferably more than one would be good, though.
- Help make decisions on the future of Freegle by becoming a Member of Freegle Ltd - Invitation to Membership, application form 
- Offering some time to help with the national work of running Freegle. Email email@example.com for information on vacancies.
Best Practice advice:
Chatting to other Freegle volunteers can help put a 'face' to people and to establish better rapport for good and bad times.
- Pretty much all of us are very nice.
- It's more enjoyable than you might think.
- You'll be able to relate to people better online once you've met them.
- There are ways to do this easily -
- Freegle Rock, online social chat group http://freegle.in/Cafe
- Freestock, an annual summer meet up for Freegle volunteers and others http://wiki.ilovefreegle.org/Freestock
- Attending - or even organising - a meet-up of your local Groups and fellow volunteers. See Local Support Groups for more local socialising/support ideas.
Note: These guidelines were last discussed and amended on Development Group in 2015/2016.
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