Introducing the @7CORE Account!!
Hi everyone, I hope you’re all well.
I am excited to inform you that we launched the @7CORE Account!
7CORE stands for 7Cups Outreach: Reviews and Education!
As you all know, members submit feedback for their experiences with listeners in a 1-1 chat. This feedback (also known as reviews) categorized into positive reviews, constructive and non-constructive reviews.
Positive reviews get approved and appear on listeners’ profile,
Constructive reviews trigger a coaching email that a listener receives as a gentle reminder to improve specific active listening skills.
Non-constructive feedback, no action is taken because the feedback is not complete.
But, we understand that the community might be unaware of the best tips and practices to give better feedback. So here comes 7CORE into the picture!
The goal is to try and streamline the communication and information about reviews, reports, blocking, best practices for leaving reviews as well as other topics to spread awareness about it in the community. On the other side of the account will be rotating members of the admin team.
This account will also be utilized for issuing warnings to the users who are found to be violating the community guidelines as per the Behavioral Rating System. It will be an additional way to communicate about the violations one may have committed apart from the warning emails (regular mode of communication).
7CORE will also post informational content in the forums to share different scenarios of reporting, blocking, reviews and the best course of action to be considered by the community users.
It is recommended not to send a 1-1 message to 7CORE for your specific account queries as you may not receive a timely response from it. It is recommended to write to community@7cups.com for your account. For community-related queries, you can tag the @7CupsCommunity account too.
If you have any feedback or concerns about 7CORE, please reach out to our Quality Specialist, @EvelyneRose. We would be happy to hear from you.
1/29/21- Edit: This is an edit from Evelynerose. I'm going to keep the original post up for transparency so that the replies below make sense in context for anyone reading, but I'm going to edit this post for clarity below. As anyone responding after I write this will be responding to a new set of information, the replies may vary below.
The account isn't really for members education too much, at least at the moment. In the future, it will be used to make forum posts on blocking/reporting best practices for both sides, and maybe best practices for reviewing, so that part is correct, but the problem that is trying to be solved currently at this moment is blocking/reporting by a listener.
Problem: Listeners are blocking or reporting and not explaining why, leading to frustration. Listeners end up feeling they are not being heard, but really it's akin to submitting a report to authorities without sufficient information. Are they just blocking? Are they trying to report? While we don't have a separate button to separate the two, this is the interim solution. The other part of it is educating people on not blocking members for no reason as that is hurtful to a member. For example, a good reason to block is a member being abusive. A misuse of block is because you don't like the topic.
Solution: This account is to help combat inappropriate blocking and reporting by hopefully educating listeners on how to better use these tools to be more fair. They may not even know that there's correct ways and incorrect ways, so we're hoping education helps. This will be both in 1 on 1 msgs and community outreach via discussions or forum posts.
We are not saying that listeners cannot block if they are uncomfortable, etc. I think the key point is if you are just blocking and don't have a reason to report, it doesn't matter if it's blank, but if you have an actual report where you want something done, then writing a description yields a better outcome than not writing anything. Listeners are not being asked to take chats they are not comfortable with, but rather being asked to communicate. They can have boundaries and not want to take a chat if it's an uncomfortable topic, but they should be able to indicate that they need to end the chat so the member gets a better fit. Ghosting can be hurtful to members when they are vulnerable and feel they did something wrong to make that happen. Let members know that they are ending the chat and maybe need to refer to another listener or have to leave, not just disappear. A polite exit is fine. What we are trying to reduce is the amount of ghosting chats that end up with the listener being reviewed poorly and the member upset that the person is just gone.
It will also be used for Behavioral Points as stated, but that is separate from this part.
