Where to get support after a bad listener experience?
When listeners have a bad chat, they can access peer support.
When members have a bad chat, how can they get support?
I don't think 1-1s as the only option are a great solution, as a member may be really put off already and it may be more than 1 experience.
We actually allow listeners to seek out support in a listener only room but according to a dashboard members are not allowed to get support in group support for this. I am certainly not suggesting that it's ok to start talking about a particular listener in a negative way. I am concerned that it is a problem for a member to go to a room and be like ugh today I have dealt with multiple listeners who couldn't relate to me/who harassed me, all listeners I tried today ghosted me, etc. Some people have been abused, came here for support and got more abuse and harassment, I hope we find good ways to support them.
The stated policy for group rooms has been changed.
I also have some concerns about the language and labels that are being applied when outlining the situation but will try addressing that differently. Figure it's worth pointing out here though as in general I think site policies need to be mindful about the language used.
@7cupscommunity
@AffyAvo To be grumpy about it, I would prefer to see more energy directed towards eliminating bad chats, rather than taking bad chats as a given and improving post-chat support.
Reading between the lines, your suggestion seems to be that group support could include post-chat support if some additional rules were put in place. I think that makes good sense, except that there is also the question: where to get support after a bad group experience?
Charlie
@RarelyCharlie I agree on the quality. Even if we get rid of all the harassing listeners though people still may have trouble finding a listener who clicks.
Having the option from private with one person to open to many and vice versa is beneficial I think. Forums certainly factor into a public space but responses tend to take longer. In terms of a bad experience I don't see why forum rules and group support rules need to differ.
A change was made already which is awesome! Hopefully members will be able to feel supported on the site.
Thank you for the suggestion, we will look into the idea more.
