An open letter to the Community Manager - reviews

Please be assured this is most definitely not the case and we appreciate feedback from members which has often been used by the regional managers to make improvements. However we do ask people are not offensive to staff and there has in the past been offensive language and terms used which is not acceptable on our website. 

Good ,and i'm glad to hear it ,it's just a shame that sometimes things have to come to a head before the club gets involved 

Thank you for the reply👍🏻

Perhaps , before any of us become keyboard warriors , we should take a deep breath ,think about it logically . Have i had that extra glass of wine ? Do it next day ,when youve calmed down . Just a thought .Derek

Hi, Rowena.

Thank you for your response and for re-opening the thread.

I understand completely what is allowed in reviews as it’s made quite clear in the Guidelines, although what is evident is that many reviewers don’t seem to have read those Guidelines.

Comments, which is the topic which prompted my OP, are altogether different as you acknowledge and this is where confusion occurs. You say that ideally comments should be from someone with experience of the site but sometimes it’s not a site specific issue that gives rise to a comment. I see nothing wrong, for instance, with a member pointing a reviewer towards the Club's rules or information leaflets or advising how to make a complaint when that member obviously has more experience of the club than the reviewer. Surely that is aiding the reviewer? I’ve been astounded when helpful replies along those lines have been Deleted User.

We have had a spate of 'unfortunate' reviews over the weekend and I’m sure I’m not the only person to have recognised them as being in breach of the Guidelines and to have reported them. You see, we do self moderate to a certain extent here!

I think from your post at the foot of page 1 you mean that club staff should be able to deal with constructive comments made on reviews while the volunteer moderators clean up the streets, so to speak (no offence!). That makes sense but I think an element of common sense needs to apply both on the part of posters and that of staff/moderators. For instance, I saw some really inappropriate comments made by members earlier today but, equally, I’ve witnessed the deletion of factual and helpful information by moderators.

Things aren’t always black and white so can we say, at least for now, that comments in an ideal world would be from someone who knows the site but that there are a lot of cases where restricting comments in this way would be counterproductive? I think that will allow sensible comments on the review to stand if you and the moderators accept that helpful and informative comments are not the sole preserve of those who have stayed on a particular site.

Thanks again for your input.

 

The user and all related content has been Deleted User

As said, 

Good site good warden, is permitted, therefore it follows, good site bad warden is too. Language appropriate.

I can see it though from all sides, so my solution would be simple.

People like and want in today's age to vent their anger immediately, but with as said limited resources to police, image to uphold, and then just tardiness of the site these are issues.

Perhaps a solution is limiting replies to 3 or a number as to be low enough to satisfy the above. ( I can see the obvious, but that would have to be )

Then if a reviewer or indeed another member wishes to carry on with the debate, then the general forum can be used, where resources appear to me to be adequate.

 

As a note, to have a system that frustrates a person into not complaining doesnt help any party.

There are email addresses on the web site for complainants to use, but who in anger is going to look for them?

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Just for info and apologies for brining up over there, but if you submit a review via ACSI they scrutinise it prior to posting and on occasions they censor them, I know cos a couple of mine have been altered. This seems to be common practice 

Same with Tripadviser, Oneputt, and they email when your review has been published. Not sure if it's then open for replies or not.