December 14: Listeners PMing Members Feature
Hi Everyone!
I am excited to announce a new feature that will impact our community! It is an update we have been thinking about for a while and we are excited to finally announce its creation.
What is the update: We will give listeners the ability to PM members directly!
Why do we want to offer this ability to the community?
As always we want to expand the scope of the support giving on 7 Cups. In allowing listeners to send members a PM directly, we will be able to encourage and create more supportive interactions.
Imagine being a new person attending a support group meeting. You walk in. You dont really know anyone. You feel a little unsure. Now, imagine if the only way a person talked with you was if you first talked with them? Youd have to have a lot of courage to make that first step. We unintentionally made 7 Cups work like this and now are going to update things, so that members do not have to take that first step. Instead, soon, listeners will be able to greet new members and help them feel welcome. This can only make our community stronger!
Examples of why a listener may want to PM a member:
----> A listener sees a members post in the forums and wants to reach out to support them or send a kind message.
----> The sponsor program! More information will be provided on this program and how to get involved today or tomorrow! One important part of this program will be matching and helping listeners and members who want to be involved connect easily. Well have some forum threads where listeners and members can post if they are looking for a sponsor/sponsee. A listener will be able to directly reach out to a member they want to sponsor.
----> Projects & team coordination! We have many projects that include members. Allowing listeners to PM members will increase connectivity, inclusion and collaboration for projects & teams!
----> Member Classifieds - Listeners will be able to directly reach out to members they want to support who post in this thread!
What will the criteria be for listeners:
Similar to group support, a listener will unlock the ability to PM a member after they have completed 10, 1-1 chats.
UPDATED BASED ON COMMUNITY FEEDBACK:
10+ Chats
3+ star rating
1 Approved positive review
Member opt-out feature
Note: Still connecting with dev team on member opt out feature & what it will take to create. If it's not possible to do this for the launch, we may have to think of another way to address the same problem. But I will keep the community posted. I think we should be green light here, but want to add this in just in case its sneakily very hard to do!
Safety:
Members who encounter a listener who is harassing or PMing them inappropriately are encouraged to block or leave a written review for this listener. We expect listeners to use this feature appropriately. Those who do not will be subject to feedback and account review.
If a listener blocks a member before they can leave a report, we are currently working on a way to allow members to still file a report. Please stay tuned for more information here.
Conclusion:
We are excited to announce this feature with you. This update will be a work in progress and our goal will be to launch it and learn as much as possible about how its used. In general, this can only help increase supportive connections in the community. We will work hard to make sure the safety of these connections is still maintained.
This is great. I hope it isn't abused. I have encountered some terrible listeners from my member account. But as a listener I think it would be helpful.
@2wheelsdown
We will be monitoring the feature closely and based on what we learn we may be able to make some helpful changes to prevent any kind of bad behavior.
@Laura
That's great. I would suggest more stringent criteria, though. More 1:1s, more badges (specifically verified listener), high # of positive ratings, etc.
@2wheelsdown Good ideas!
@2wheelsdown
I think the criteria is really good. Just because someone has let's say 500 chats, and I have 15, it doesn't make them a better listener than me, y'know? I've had to deal with listeners who acted as if they are superior to me because I'm new and not as experienced and even listeners who refused to help me so at this point I think the 7 Cups community should be a place where it doesn't matter how many reviews you have or how many chats you've had, it should really matter if you have good intetions, which can't be defined by any of that.
@chasingsilhcuettes
I'm sorry you've gotten that impression from other listeners. If you need any support/help with listening, you can message me. :)
@chasingsilhcuettes I'm sorry you've experineced people like that, if you ever need help with any specific chats you can message me, I'm not new nor am I experienced but that shouldn't matter. It should matter more if one listener can help the other on the subject or not.
@HakunaMatata2k wow, it's fantastic that you want to help fellow listeners like that! However, at the moment, mentors are the only ones who are allowed to give support with an ongoing chat (unless none are available, in which case an experienced Peer Support can stand in momentarily). They have received training on how to help listeners with their chats :) if you want to help, you can apply to be a mentor if you fit the criteria! At the moment though, to find ongoing chat support, listeners can click the question mark at the top of the chat box, which will bring them to the Listener Support Room. They can usually find a mentor there, as well as answers to other questions :)
@Liz1000 Ah I see, I didn't realise that there was much against listeners helping their peers. I would happily apply for the position I just don't have time to dedicate myself to something like that at this moment in time so instead of wasting people's time I'd prefer to just assist someone if they're asking for the help. Thanks nonetheless for the info, don't want to violate any terms and risk my account getting suspended or removed.
@Laura
:O This is cool. Interesting even.
<- highly unhappy with this
@TortueDesBois
Why? I am finding it pretty interesting. Because many members feel super alone at first before they get the touch of the community and how everything works. Being able to message them is a great step forward IMO.
@cristiana33 for many reasons but mainly because I feel too vulnerable in face of it :
1. the number of inappropriate messages that I receive from listeners.
2. the number of listeners who ask me to message them, and when I do, they are being inappropriate, offensive or threatening. or block me. I stopped to message the listeners who do ask me, I don't want them being able to message me directly.
3. For not being contacted by listeners that I explored the profile and choosen to NOT contact them.
4. For not being contacted by listeners who seek more vulnerable victims for their inappropriate chats.
5. Because the members need be empowered and feel they are in control to who they give their more vulnerable thoughs. Listeners already have a lot of control of members.
6. Because there are people who are pretty hurtful on the chatrooms, including several listeners, and I would being scared to know that they can come in my pm. My PMs is my safe refuge when I don't feel safe in public chatrooms or forums. I could not feel safe if I knew that anyone can message me anytime.
7. The facility to create listeners accounts (mainly multiple accounts, training is easy to go in when you already know the answers) and after we just opened the rooms visible to guests. Anyone who see my vulnerably could create a listener account, message themself for getting 10 chats points, and then going into in my pm.
8. I would panic if someone provoke me in a public place and then message me for getting into arguments. It includes the mods who abuse of the power and would message me for block me.
@TortueDesBois this is why it's so fantastic that we're getting an opt-out feature! Members who don't want listeners to contact them first, for whatever reason, can opt out of this feature and listeners will not be able to message them first :))
Sounds good. :)
@Laura
Honestly, I'm a bit wary of this change. With the amount of complaints about listeners behaving in grossly inappropriate ways (I've also had the displeasure of encountering inappropriate behavior by listeners too many times), I sincerely hope this does not open a can of worms for the site and it's members. A required mock chat with a mentor in order to unlock this feature, would be more appropriate than just opening it after 10 chats. In my opinion, that's not enough time at all and it certainly does not require a listener to show they are mature and responsible enough first. As anyone who has been here for awhile knows, this could be potentially dangerous as it opens members up to be easily harassed. It is the job and responsibility of 7cups to ensure a safe atmosphere for its members and I feel this update should not be looked upon lightly.
However, I look forward to seeing new ways listeners can connect with members. I'm just wondering if this update may be a tad too early when I feel other matters need to be addressed first... (ex. Adding more training for listeners).
@TrueArrow I entirely agree and what a great idea! Only certain Listeners or those who undergo a mock-chat should have the feature, but it is very risky to have the feature. At least this might make it more secure.
@TrueArrow I agree with you...not happy about the criteria either. Hope there will be some changes implemented on that soon.
@TrueArrow I just posted something similar but I don't think even a mock chat would do.. I feel that only mods and mentors should be allowed to contact members before they come up with a better plan.. We don't want people to feel unsafe here.. They have enough of that while dealing with their lives..
@TrueArrow
A required mock chat with a mentor, with badge, along with other requirements should be required for this feature to be unlocked. The requirements are light and aim for too much opportunity for abuse. It would be great if we lived in a society where this was not an issue and we could provide this level of freedom to our users/members - but reality is that there are too many situations where people take advantage, abuse the system, and wreck the site's reputation.
I'd feel more comfortable if the requirements were increased.
@TrueArrow
I think no matter how much training you have, you're going to have trolls. It's not that it's anyone's fault though. They could make you drive to the middle of nowhere in Kansas to break down a brick wall and you'd still have a troll that would do it because that's their intention, it's what they like to do. It's going to happen. I'll probably add this to my own comment but I hope they consider putting in a feature where a member can report the user if they use the feature inappropriately and their messaging priviledges can be restricted until they can be 'investigated'.
@chasingsilhcuettes The site will always have trolls but now members can be messaged without their consent. To me, that's a major thing. As much as I feel listeners should be respected and feel appreciated, it is the sites responsibility first to protect those who come here for help. That's the major problem I have/had with this update was the lack of standards required in order to unlock such a potentially devastating feature. I cannot say in good conscious that this feature won't be abused if the staff at 7cups do not enforce strict standards for this new update. For myself this isn't a matter of bashing listeners (as I have great respect for those who listen here), it's about protecting the vulnerable who come here to be listened to.
With that being said, l'm happy to see that @Laura and the staff at 7cups have decided to raise the standards before allowing listeners to message members directly. I'm uncertain if it's enough but it's a start. 
@TrueArrow
I agree, it would be great if it only unlocked for verified listeners. It's very easy for a troll account to be made, do 10 chats and then start messaging members with abuse! I would be more comfortable knowing only listeners that have been "checked" can contact members. That may encourage more listeners to want to become verified too.
cc: @Laura
@Laura Just wanted to voice my own opinion. Whilst I 100% see what you're trying to say, and whilst I do agree that it would be nice to send members warm-hearted messages, this could be abused in so many ways. This is why we give members the choice of either using group chats or the 1-on-1s. If a member wishes to talk to a Listener in private, they can easily do so by sending a personal or general request. Or if they aren't interested in talking in private and are more comfortable with a group environment, then they have that option too. Plus, you can always just say warm-hearted things in the group chats.
@Laura You could have a verification process for this as well maybe.. Because we're all well aware that not listeners use their roles positively or in the best possible way.. And because 7cups is all about helping the ones in need, shouldn't we protect the members more rather than making them more vulnerable? I urge you to have a proper screening system so that only certain listeners are allowed to PM members. I hope you do really consider this and discuss about it at length..
@PuppyLove13
I share the concerns of protecting or members from listeners who are only here to cause harm. Our approach is to closely watch the outcome of this udate and adjust. We need to explore how listener use this feature and then adjust the criteria or settings. I will be monitoring it closely. Thanks for your feedback ! :)
@Laura
Many listeners here believe the criteria should be much higher than it is or be limited to only verified listeners.
@SilentSerenityy
i second the verified listeners
I can hear a few of you aren't happy about this change. Whilst I can understand some of the concerns mentioned and agree that we need to tread very carefully to figure out the right balance, I do believe this change will bring about more positives than negatives. Imagine as a member, how it would feel to receive a kind PM from a listener who has personally chosen to reach out and help you. I know for me that would feel pretty amazing! Right now, I see listeners telling members, "I can help you with that. You can PM me about this!" in the forum or group support rooms. Yet some new members don't yet know how to PM. Some are too shy to reach out. And that's understandable. It takes courage and we're not always at our strongest when needing help. Now it will be possible for the listener to reach out, without placing that burden entirely upon the member. Reaching out is HARD! Not everyone is brave enough to take that step.
It's not in our interest to hurt our community. In fact it's quite the opposite! Changes and new things can be scary and it's normal to worry, but changes can also be very good. I encourage you to be open-minded to that possibility.
One point I'd like to remind everyone of is that new listeners have always been able to chat with members from the General Request queue immediately after joining. Listeners who PM members outside of incoming chat requests will need to find them in a specific place, such as the forum, and choose to reach out. There isn't a way to browse members (as there is with the browse listener page). My sense is that scenarios where listeners make the first move will be interactions of a higher quality, where the listener is doing so because they care deeply, and because they've made that effort. We very much hope members will not run into problems with listeners sending the first message. We want those interactions to be positive, supportive and uplifting! But if for any reason they are not, please please leave a review for the listener so we hear about it. Additionally, you can block listeners as always.
Listeners, if you have concerns about sending first messages then you absolutely do not have to do so. It's just an option, no pressure!
In order to PM you first, listener accounts must:
- Verify their email address
- Have completed the initial listener training
- Complete 10 chats before sending a first message
Don't forget, these steps take time. If someone chooses to repeat this process multiple times in order to harass a member, quite frankly they have too much free time. In the unlikely scenario that you find yourself on the receiving end of someone with too much free time, you can let us know and we can offer a username change. And again, we will monitor this. If it is something that is hurting our community and our members, we will take the necessary steps to rectify it.
@Heather I suppose it's just a matter of trial and error, right? We won't know until we give it a go.
I will admit, I am a bit "sceptical" of the idea, that's me just being honest, but, taking on the points given, it's worth testing and perhaps making any necessary changes where needed.
@Laura
I feel bad for you. I mean you can't do anything without making SOMONE angry. I do not wish your situation on anyone. I ask everyone, PLEASE it is fine to not agree with changes, even to be down right angry about them. But realize they do these things to TRY and make things better. At least GIVE THEM A CHANCE! I am guilty as heck of not likeing change, but if you never let it happen NOTHING ever changes, EVER. As for this new update. Sounds like it could be a very very cool thing. But I get some people are wary of it. Is it at all possible to let members CHOOSE if this is something they want? I mean when they are setting up their accounts can they click a box that says "let listeners PM me directly"? I don't know, I am not a computer programmer so I have no idea how hard that is. I just wonder if letting the member control their own contacts and content might be a good thing for the population as a whole. But over all I think it is going to be a great thing. I know I have seen new members who get lost in the shuffle or are too afraid to reach out. Maybe we have a team of listeners who are in charge of trying this out? A welcome team? I don't know. All I know is I am willing to give it a chance and deal with any issues IF and WHEN they arise.
@AndyDufresne1994 Nobody is angry at all! We do like the idea, it's just that there is lots of room for problems and issues to occur. But I still have all faith in Laura, Heather and the other admins. All we can do is try it out when it comes and if there's any issues, they can sort it out then and make any needed changes.
@xDysonx
Well my comment goes to other posts up at this time too. When the whole guest can "read only" idea went out there were some NASTY posts on that one. I am sorry I am just blown away by the negativity and behavior of SOME (a small amount) people here.
I hope it works.
Personally, I would have been inclined to introduce it more gradually. As someone previously posted, having a welcome team with this access would be a start, and they could support members in knowing how to pm a listener, and in considering if it's right for them.
It's just quite a shift isn't it? From an absolute no, listeners cannot initiate the first contact with members, to a free for all.