Everyday thousands of members like you give and receive support from each other via a post, a reply or a private message. According to the “Engagement, Impact and Insights Report: Annual User Survey 2018”, 66% of users say they had not met someone with the same health condition(s) as them prior to register as a member of HealthUnlocked. We are witnesses of the connections you make everyday and the meaningful relationships you make with others, making you feel empowered and sometimes making your day a bit happier.
One tool we have to minimize disruptive, triggering or harmful experiences in the social network is via reports made by users like you. Every private message, post or reply has a “more” link that gives you access to a “Report” function. There are 5 categories for you to give more context to the text you are reporting.
Personal abuse
Trolling
Offensive or threatening language
Spam
Other
In order to make the reporting clearer to users like you, to speed the review process, and help us take appropriate actions depending on the type of content, we want to make a series of optimisations to this tool, and the first step is all about the categories we are currently using.
The idea is to change the above categories to the ones below:
Harassment
Spam
Self-injury
Underage user
Other
Are all of these new terms clear enough to you?
Let’s us know what you think below (it will make our day!) so we can keep on making each other safe at HealthUnlocked.
Not sure about harassment - harassment suggests to me something that is happening continually, the vast majority of our reports are about things that have happened only once. Although I can't think of a suitable alternative - sorry.
The other categories are ok, although I am sorry to see trolling will be lost as this is something different to spam in my opinion.
We agree with you that trolling is different to spam. However, we took the decision to exclude it from the list as it is currently the least used category and, as Nathalie99 mentioned below, some users don't understand the term.
I like the Spam cathegory being moved up as this is one of the most frequently reported type.
On some phones the only cathegory visible is the top one so now everything gets reported as personal abuse because the menu isn't properly functioning or is unclear.
I don't know how to word the trolling type content, where personal abuse, offensive & threatening language or provocative comments are being reported. It could be anything from swearing to harassing or anything that somehow causes offense...
I don't think everyone understands what trolling is so it makes sense to change it.
I think harassment is not the right word to use. It implies continuously contacting someone. How about "disrespectful" or "inflammatory".
I feel that trolling and spam are different although if most of the trolling is to try to sell something then I guess it is spam. Do we get any true trolling (causing mischief)? In which case it could come under one of the above.
Hi Pepa, I am glad to see that both 'spam' and 'other' have been retained. Especially the modest 'other', as it encompasses all matters which are not specifically covered by any given category, yet may be vital matters, that should be brought to your attention.
Not sure about 'harassment'? would this be personal harassment of a particular member? and if so isn't it very similar to the current 'Personal abuse'?
Totally agree with you! Other is much needed as every community experiences different situations.
I am glad you mention this: "that should be brought to your attention", as we are also exploring the idea of updating the label from "Report" to "Flag" (There will be a poll about it at some point).
I disagree on the use of "other" without a line for additional information. I have taken many surveys and many times the biggest categories are "other" or "miscellaneous" which leaves the big hole in the survey results. Example; "The most common problem found in our survey was other". Thank you and keep up the great work.
An 'other' category without a line to explain why we actually chose it, would be next to meaningless here.
Its use in general surveys - with or without the option to expand on it - is in order to narrow down the replies, so as to reach results which would be meaningful for whatever the survey was originally meant for.
'Other' is there to exclude irrelevant answers, which would fall beyond the scope of the survey, and muddy the results.
As such, 'other' is not a bad thing
However, here at HU we would like to explain Why we chose 'other', as it may offer additional info, and increase insight.
Thanks so much for your replies LouiseRoberts , Nathalie99 , lynmynott , pigeonCl-HU !
We added "harassment" as a way to categorise all type of abusive content towards a person or group. Therefore it was meant to include trolling, hate speech and others as disruptive actions towards someone or a group of people.
In your opinion, would it be better if we just use "harmful content" or "abusive content"?
It's so difficult to find one term which sums up all the different possibilities. I just worry that if the term is too strong it will put people off from reporting something which they have seen which bothers or upsets them in some way, but which they wouldn't necessarily consider to be harmful or abusive.
Hidden I agree with louise, "harmful content" "abusive content" "harrasment" are good terms but may be too strong for some posts that make the reader feel uneasy or shocked by what they read.
yeah, it is indeed the case, with some words, that only when you try to pin down the 'exact' meaning of a particular word, you come to realize how vague/ambiguous it may be. This is also part of the beauty of the English language... Harassment is a case in point! But I divagate.
Thank you Pepa for clarifying the thought behind the 'harassment' category, which you say is meant to include any disruptive action. So why not just call that category 'Disruptive'? or something along these lines.
We can always add a few words explaining why we chose that particular category, when we bring the matter to your attention.
After all, we always have this wonderful 'other' we can resort to, when we don't really know where to turn...
For me the "abusive content" sounds closer as a description of any type of disruptive behaviour, including personal abuse or offensive/threatening language.
Trolling (= not genuine user) would not necessarily fit in in there unless it was also abusive.
"Harmful content" feels like it is wider though, so if you'd like to make this a wide cathegory, it is better then.
By removing offensive or threatening language, are we saying that these are now acceptable? I personally don't understand what is meant by spam or trolling, so would never use them.
I would like to see a choice that says "abuse of forum guidelines", since this would cover the different guidelines each forum uses and then the person reporting could specify in what way.
I have also seen evidence of bullying, imho, on the forum I have been using, and would like to be able to report this.
It's great to see feedback being sought Pepa and I for one appreciate the opportunity to comment. Thank-you for asking
No, we are not saying offensive or threatening language is acceptable. The idea was to include it in the first category which was meant to include all abusive content towards someone or a group of people.
Thanks for sharing your opinion! We really appreciate your examples and ideas on how to solve this challenge
Hi Pepa, I find it sad that we have to use any at all. But it is what it is.
I agree with CarpeDiem. Abuse of the guidelines yours and ours would be a great one! When everyone is supposed to follow them. It only takes one to mess it up!
On my communities when trolling has been used the description by the reporter often uses words like, unkind, bullying, offensive. I can not remember seeing harresment. If I was to pick one word that would encompass my forums that would be used I would probably pick offensive but it might not suit all forums.
Reading the comments, it seems that definitions of certain words may be in order to help people report.
For example, trolling:
Trolling – (verb), as it relates to internet, is the deliberate act, (by a Troll – noun or adjective), of making random unsolicited and/or controversial comments on various internet forums with the intent to provoke an emotional knee jerk reaction from unsuspecting readers to engage in a fight or argument
Spam - unsolicited messages vi email. Spammers (noun) - send out message often advertising goods etc
People can behave differently online than they would do in person as a result of anonymity. In fact, some people can harass, become personally abusive. Dr John Suler's paper on the Online Disinhibition Effect written in 2004 explains this form of behaviour.
While harassment does suggest something that occurs more than once, as Louise mentioned, I still think it ought to be on the list.
While "person abuse" is in the eye of the beholder, I do think that HU should have a very clear policy and not be afraid of using these terms. I have been online since 1999 and I have seen extraordinary bad behaviour that has led to forums collapsing - and one was a forum for psychologists!
Self-harm is an important category and comes under "Risk behaviour" eg cutting, drinking alcohol or self-medicating, drug abuse or suicidal thoughts and behaviour.
If HU are going to tackle this subject, I think it should be comprehensive and explanatory.
Wow! This is an amazingly informative reply and I have learnt something so thanks for this. I agree people do behave very differently online than in person.
I have been witness to some very bad behaviour on a forum I use, so I read your comment with interest. Now how to solve this issue if psychologists can't behave? !!
I haven't read everyone's suggestions here, so apologies if my comment has already been said, but I wonder if you could perhaps replace the word 'harassment' with 'inappropriate/unwanted content'?
I agree with "inappropriate content" I suggested this earlier as I feel it is a term I would use to report any messages that make me feel uneasy or shocked in any way.
Morning Pepa. I've no idea what to Say. I know I've reported at least twice. Some guy pm me tried to. Play the dating game. That doesn't belong on here. Thank you Pepa for doing everything to keep us safe. Have a very good day. Love susiejo1948
Great to see HU being active on this, and a number of posts replying to you.
I would think that trolling should still be included, as I thought this is different to harrassment as well. More serious and personal attack I thought rather than just a fake posting, but I would appreciate it if there was a link to a definition of what HU feel is appropriate for each category to allow people to choose the correct category.
I have witnessed offensive/threatening language and personal attacks on the forum I am a member of that is very unpleasant and a recent development (but Admin havent taken the culprits to task from what I have seen) so I think that this category needs to remain, unless it is included in trolling (and included in the category name to make it clear?) or as part of disrespectful and inflammatory category (as I also agree harrassment seems not precise enough as more of an ongoing issue between members to me)
I think it would be great to have a flag (and the option to have some free text to expand upon the issue if required). This may encourage people to flag a problem quicker and easier.
I mentioned earlier that I like the term "inappropriate content" as I feel it is a term I would use to report any messages that make me feel uneasy or shocked in any way.
I have thankfully never had the need to report any member or any content as the forums I am a member in are extremely supportive, helpful and have only positive messages thankfully.
I have a question Hidden ... what happens if i were to report a post? Is the report posted onto the thread? Will the person being reported know who reported them? Will a flag appear next to the "inappropriate content " ?
I hope I never have to report anyone but I would like to think that it would be hidden from the person I am reporting on.
Thanks for giving us all a say on the wording of the "report" system it is such a difficult area to find the right words to express the feelings of the members.
When a member reports a post or PM, community moderators and HU Support team receive an email with the report. Members who get reported don’t receive a notification of any kind, and we don’t make it visible anywhere on the social network.
These new titles are perfectly clear , surely however underage persons should not be members the site should be over 16 only. Abusive language should be filtered anyway as it is contrary to site rules. The only other problem I feel should be addressed is self harm as some sites on HU are not for such serious mental health issues, how do we filter those needing phsyciatric help who see the world in a different way including their own health issues.? Don't want to block them as our chat could save their lives on the otherhand we could seriously upset them.
It is interesting that you say abusive language should be filtered, because on the forum I use there have been several incidences of this not happening. However, this has only been a recent development, but I wonder why it hasn't? Witnessing it, just by reading, is very unpleasant.
Hi there, as bad language as become more acceptable in society I guess it is to be expected it would appear on line, however we have not all been brought up in this generation and foul language is still an offence in public as it is on public web pages like Healthunlocked, I agree with you it is upsetting when read online. Thanks for seeing my point of view on selfharming. Bye for now
Our main priority at HealthUnlocked is to keep member as safe as possible.
Sometimes members need support beyond the scope of the community, particularly if they are in distress, and need professional care. If we perceive a member is at risk, we will reach out with contact details for appropriate resources and services, because sometimes people need more immediate intervention.
Hello Pepa! You know, harassment is a very strong word, that brings out a very negative reaction, for many people. I have read many strong viewpoints, on certain strategies, to use, in coping and treating serious illness, in this blog. Some people feel that what they use, or what methodology they favor for themselves, should be what others should do. They are strong in their opinions because it works for them; however, this should not be mistaken as harassment, which I’m thinking, it could be, under these proposed new guidelines. Most contributors mean well with their postings, I believe, and if they are told they are harassing others, this may stop them from contributing, and coming to participate in this forum, for, perhaps, needed support. Harmful content, or disrespectful would be more appropriate, in my opinion, to use in the “report” categories, rather than “harassment”. The other categories are appropriately labeled, in my opinion!
Thanks so much for all your replies and feedback! We are extremely happy to see this level of engagement and healthy debate on how we can get better at keeping each other safe.
Recap:
We need to be mindful of not putting people off from reporting
“Harassment” should not be listed, and some suggestions to replace it are: “Inappropriate content”, “Harmful content”, “Disrespectful content”, “Abusive content”, “Inappropriate/unwanted”
A definition for each category would be helpful.
Self-harm is an important category and comes under “Risk behaviour”
“Other” should definitely be on the list as it encompasses all matters that should be brought to the attention of community moderators and HU Support team.
POLL
Should we rename our "Report" functionality to "Flag", when bringing content to the attention of a moderator and HealthUnlocked staff?
I am late to the post but these are the ones I think would be best as options maybe? I concur with the suggestion of inappropriate content so added this below too
Personal Abuse
Trolling
Spam
Underage User (members under 16yrs)
Flagging Members (concerns about behaviour or safety could be in description)
Inappropriate Content
Other
Is there only 5 options or can you have more options like above. I hope this with others thoughts is helpful
Is there any future plans to add a report button to profiles that are using the info to advertise as spam ?
I would like to see a category about inappropriate following by another member. For example, some of us in the lung cancer group were targeted by someone looking to use the site as a dating forum. We were very uncomfortable about his advances.
The only way to stop these stalkers would be to have a blocking function, which will allow you to block the nuisance from following you, while leaving it open to bonafide members to follow you should they wish to, and with your permission.
Not being a techie, I don't know how easy or otherwise it is to introduce such a function into the system. But it seems that Admin is on the ball, and listening to members.
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