Providing Negative Feedback
Recently, we've received a good bit of negative feedback about different components of the site. The goal of giving negative feedback is to have your opinion heard and understood.Moving forward, I want us to follow the below steps when giving negative feedback:
1.Post it to the suggestion/feedback boxthat you can findhere. We are in the process of updating the form so that it has the fields spelled out below in #2.
2.Be sure to include solutions along with the feedback you are providing. Ask yourself, 'Okay, if I were to solve this problem, what would I do?" Try to sketch it out in as much detail as you can. Use the following headings:
-Problem - please state clearly
-Solution - usually the opposite of the problem
-Hypothesis 1 - a concrete way we can implement a solution to try to address the problem.
-Hypothesis2 - a second concrete way we can implement a solution to address the problem.
This is how it would look for quality:
Problem: Some listeners do a poor job of listening as evidenced by leaving chats, taking too long to respond, or not being empathetic.
Solution: Help these listeners do a better job by fully engaging in chats, responding quickly, and being empathic.
Hypothesis 1 - mandatory practice chat box that addresses these issues.
Hypothesis 2 - listener tips that address these issues.
How will we know if the above is working? We should see an increase in 4 and 5 star ratings, positive reviews, and increased positive conversations.
3.We will review the submissionsand prioritize the issues that we can address. We'll then open up a new discussion in the forum focused on solving the problem.This willnotbe a forum thread to complain. It'll be focused on making progress on solving the problem.
We are a community. We will always have problems that we need to address. Believe it or not, this is actually a sign of growth and vitality. However, that said, how we address problems becomes critical to our collective wellbeing as a community. Moving forward, please follow the above steps to provide us with negative feedback. Please do not post itin the forums or in the chat room. Emotion can be contagious and it can lead to inaccurate perceptions. From recent discussions, one could conclude that many of our listeners are doing a poor job. Objective survey data clearly shows that this is off by an order of magnitude (75% of members view listeners as empathic or mostly empathic for example). We are doing very important work here, so we need to make sure that our community works in a manner that creates health, wellbeing, and insight. The above flow will help get us there (Special thanksto all who contributed to this discussion and Flourish for a creative solution!).
