Modding Issue.
Hi,
Don’t like to write a grumbly post about 7cups because I have gained so much from it, helping me through the here and now, but also teaching me life lessons.
Didn’t feel this could be ignored though, as it’s such a massive problem.
I am aware that recently the way of commodding has changed, to member mods and teen-listener mods. I know I am not the only person who has had some real issues with this.
Sometimes, in teen member rooms, we will not see a mod at all for 4hrs or more. This allows many members to go unsupported, as mods provide stability of support when the rooms are quiet. Before, we had the room supporter request form, is there a way to bring this back into the chatroom guidelines again to at least attempt to help this issue?
But worse, many incidents are happening, that break 7cups guidelines. People in crisis refusing to log off, triggering one person, or a whole room. People sharing offsite contact. People using the wrong rooms for the wrong purposes. To name a few.
As members noticing this, we do all we can, filling out the emergency mod form, pmming the mod if they have been seen at all on a shift. TCR has turned into a place for sharing offsite contact, for conflict. Any members trying to put in polite reminders get attacked for that – not just at the time, but if meeting the member again in the same or a different room, they are already against you. 7cups is meant to be a place for support. It’s turned into a place that is daunting, and support feels so non existent. The direct bullying, lack of support increases anxiety, fear, and lowers self-worth.
It seems the focus of member mods even when there is no teen-listener mod is always the adult rooms. We’ve been told that they are more...interesting... but why does that excuse the things that are happening on the teenie side?
Please can someone recognise that things are not working? We are asked to fill out forms, asked to do all these things but what is the point if this makes no difference either?
To the admins, please listen. Things can’t stay the same.
To members and listeners, do you have anything to add? What's going well, what isn't going well, or ideas to solve?
@TayTayy @CommunityModAaron (had conversation about this with these two lovely people)
@7cupscommunity @ASilentObserver @Heather225 (didn't know which leaders to tag)
@CalmCoral Hello Coral, Thank you for reaching out and sharing this terrible situation with us. My apologies for all discomfort and inconvenience to you and all fellow teens due to the above issues of unmodded hours, emergencies not addressed and offsite sharing and conflicts taking place in the room.
I understand and can relate to how it disrupts the support environment of the community. I will work with the team to ensure things stay on track and all support and help all received. Tay gave me some feedback too 1-1 and I took a note of them as well and I am working on addressing them.
Reviving the room support request form sounds like a good idea but in the past, it got inactive as room supporters are not available 24/7 like ComMod Team. So, we can figure out a way that ensures no requests get missed and have a better response rate.
Apart from that, I would encourage you all to do two things:
1. Use Emergency Forms to report any emergency situation. And if at any point it is missed and not addressed within time, please do message me and let me know. It will help us closely track and ensure all reports are addressed.
2. And report all offsites and conflict behavior through this report form: Click here to bookmark/save and again welcome to follow up with me on this within 48-72 hours from report submission to check if the report is processed or not.
I appreciate your presence, support, and care for the community and chatrooms. We can make things better together and we are all in this together.
@ASilentObserver
Thank you so much for acknowledging our concerns and reviewing what is going on, and for your understanding.
Will continue to report incidents, just sometimes feels a bit pointless.
Thank you,
~Coral
@CalmCoral I can imagine how pointless it can feel if not getting addressed on time but I appreciate your and everyone's efforts to bring these concerns to light and continue to report. We will ensure to address all of it one by one and make things better for all of us.
@ASilentObserver
Another example, from today actually, a mod listened to the mod form, and suggested a member in crisis reached out for support, but member stayed for over half an hour still in crisis and nothing was done? I'm afraid to go into the rooms when it's like that.
@CalmCoral I am sorry to hear that Coral. I understand how it can be triggering for the rest of the participants. I checked logs and it shows it got addressed by a community mod. Please let me know if there are more concerns to it 1-1. You can pm me at 7cups.com/@ASilentObserver
@ASilentObserver
Yet again another member in crisis, encouraged to stay by another member.
Both me and another member posted the crisis resources, reminded of guidelines, as did mod.
But mod did not stay to check convo didn't continue etc. So room stayed the same.
Me and the other member were then targeted. So what are we actually meant to do? Sit and watch it happen feeling triggered and needing support that's within the guidelines ourselves? Or remind of guidelines, reach out to mods and be targeted?
There is no way to do it right. It’s never-ending. You remind of rules and you are attacked, you don’t remind of rules and you are in a shitty situation. Half the members it seems think the rules don’t apply to them for some reason or another, there’s always an excuse. And so we are the bad people for trying to keep the rooms safe and appropriate. I get ganged up on and attacked for doing the right thing but if I don’t do the right thing the next time it seems there’s the same outcome.
What do I do? What does every member who experiences this same issue do?
@TayTayy @CalmCoral
This is not acceptable, we're trained directly not to take crisis chats, and the Terms of Service themselves apply that same behavior to group support chatrooms and forums. As volunteer moderators we are also required to utilize our warning system after trying to de-escalate the scenario and get the member offline. Community Moderators have a lot of rooms to be observing, with sometimes two emergencies happening at a single time in different rooms, so it can be difficult. From what I can see here though, it sounds like you feel as if they are ignoring the situation? I re-looked over the entire moderator guide that is public to me, and this shouldn't be happening. Nor should anyone feel unsupportive. It seems like if feedback isn't working, and nobody is hearing anyone out, do you have the Mod Review Report form? I can send it over to you. I'm not how regularly it's looked at, but I know they will eventually handle all incoming reports.
@HopefulBambi
I have filled out the mod review form multiple times, there is never any change or improvement. Nothing ever seems to work. It is beginning to feel like a lost cause.
@TayTayy
I'm sorry that there isn't anything I can do to help you escalate this concern further or see what they are doing behind the scenes regarding the forms you've filled out. I know just saying that means nothing, and I am sure it's frustrating that I cannot offer more. I know that you have put a lot of good suggestions in this forum thread for community moderators, management/admin team themselves, scheduling, as well as asking for feedback on your ideas that you've already submitted. My PMs are always open, though, if you have any way that I as a volunteer moderator can improve. I hate to see scenarios like this unfold. Hopefully other volunteer moderators could follow suit and pick up any pieces they see left behind, as this is a huge joint team effort.
@ASilentObserver
From the point I began giving feedback to now, things have to changed in the slightest. Filling out the report forms has not sparked any sort of change either. I would also like to point out that it is a huge pattern, the times where issues occur almost always happen on specific mods’ shifts. And those are the same times we do not see the mods. There is a handful that are rarely or never active in teen rooms. I’ve seen one conflict last for almost two hours even though we have pm’d the mod on shift, filled out several mod requests and tried to call them into the room. I feel there needs to be some sort of action taken, or something implemented to make sure this is taken care of. @CalmCoral and I have discussed this with mods together on multiple occasions now but excuses are always made and we have been dismissed. One common one is that adult side needs a lot of attention and there’s too many rooms a mod needs to watch over. If this is the case maybe having double coverage for more than 8 or less hours a day is not a bad idea. It not only makes it easier for the mods, but it better ensures teen safety, which we are in serious lack of at the moment. I’ve suggested more LT mod hours several times now and I know others have too, but I haven’t received any feedback on the idea. Im wondering if you or @Heather225 would be willing to express your thoughts on the idea of more LT mod hours? It seems like something mods and teens could all benefit from but considering no changes have been made I am assuming you guys have a reason for that that I am not aware of?
@TayTayy
CommunityModLou is asking for people to provide feedback about mods right here https://www.7cups.com/forum/GroupSupport_168/CommunityModeratorsLounge_2143/CommunityModFeedbackForm_285389/
If you have time, I hope you'll fill it out. Maybe it will help.
@GoldenNest2727
I no longer take part in filling out those types of forms. As mentioned in my mini essay, zero changes are ever made when forms are filled out. But thank you for the suggestion.
I’m just going to tag some other members I’ve seen express their concerns about these types of issues in case they want to share their feedback as well.
@selflessSpruce1515 @StarryMilkywaySystem @ALeXaNdEr0712
@TayTayy
Thank you so much for tagging me here, Tay. ❤️ I think it was definitely a good idea to create a space where we all can culminate our concerns about certain aspects of 7 Cups, especially with regards to modding.
One issue that definitely needs to be addressed is how promptly and effectively conflicts are resolved and/or dispersed. Most recently, I have noticed how there are moments of tension whenever potentially-triggering or controversial topics are brought into any conversation. There is always the option of using the personal mute button whenever a user is uncomfortable or is triggered by a specific user, but this does not prevent conflicts from arising in group chats. From what I have seen, community moderators have made sure to bring up the fact that members and listeners alike should use their personal mutes. However, it seems like moderators are not actually working to resolve the conflict or to persuade everyone involved to move on from the conflicting topic.
This issue occurs for many reasons, and this does not apply to any specific community moderator or chatroom moderator– I want to emphasize that this is general feedback based on what I have witnessed. Lately, there has not been much observation over the group chats on the community moderator's part. Just as Tay has mentioned, this has to do with limited LT mod hours. As a result, various issues have been left unresolved, such as conflicts, harassment, suspected trolling activity, and more. Without moderator intervention, members and/or listeners are left to resolve these issues for themselves, which can lead to users being triggered by the increased tension and intense arguments, as well as feelings of resentment when conflicts are not resolved properly (as in by an "authority-like" figure, which in this case is the community moderator).
A counterargument to my feedback can be the fact that there are many rooms that need to be moderated at a time, on the teen and adult sides alike. I understand this claim, but there is one thing to keep in mind– moderators act as a kind of mediator whenever conflicts arise, or just as a comfort figure to ensure that everyone feels safe even when there are no conflicts. Yes, moderators are humans too, and cannot be in more than one place at a single moment. However, this is why I, as well as many other members, am advocating for more moderating hours on the part of LT moderators to ensure that there will be more coverage, and to send the message to members (specifically) that the group chats are a safe and positive environment.
I hope that this feedback, as well as an acknowledgement of the opposing views to my main points, will be the spark for change within the group chats. We all deserve to feel safe in the space that many of us spend a majority of our days in, and increased community moderator coverage would make such a difference. This is the way to encourage some lasting and positive impressions in our group chats, and everyone need to play their part to be there for each other. ❤️
Tagging some members and listeners who I know would give constructive feedback on this topic:
@mytwistedsoul @Sunisshiningandsoareyou @TryingTBH2021 @tidyHickory3283 @GoldenNest2727
@selflessSpruce1515,
Can't add much, I totally agree with you.
Well, maybe... Could mods have another tool to help them mediate conflict? Something like a Refer button but instead of sending them to crisis resources, to some reminders to be kind and respectful.
Or, even... A timeout? Like, if enough members "refer" this user, then they get some ban of five to ten minutes. This way they can distance themselves from the specific chatroom, and the mod can contact each party and address the issue. There's no need for a super-detailed "you did ABC wrong" explanation, it can be automated through some message scripts.
Yeah, this is a rough idea (I should sleep) and it's a lot more IT-related, but if you can understand and help me articulate it better, then please do, I'd appreciate it.
What are your thoughts, Spruce? Thank you for tagging me btw
@TryingTBH2021
An automated timeout after so many refs/reports is a good idea. I believe it's something that could be programmed in.
@CalmCoral I totally agree with this post. Not jsut to mention the issues with off site and other issues but full on violent members. There have been members cursing me out attacking me and trying to force me to report. Not to mention that the member was a older member I used to talk to. I figured this out soon into that convo and instead of a mod coming on with many many requests and names being said no one came. Absolutely no one. Eventually near the end a teen mod came on to help that situation but couldn’t do anything besides give warnings.
selflessSpruce1515, I appreciate the tag, because I certainly care about the chatrooms, but I don't think I have a fantastic answer. I do know that within the past year, Heather offered a service of helping to mediate issues/resolve conflict between people on here (can't remember full details), and it just wasn't used, so I believe it has been scraped. The leadership assumed that it wasn't needed and that things were going well in the chatrooms, or at least that people were satisfied with the options open to them, such as using the mute button or the Emergency Mod form.
Also, sometimes it might seem like nothing is being done, but we really have no idea what's happening behind-the-scenes. Maybe the mod is being retrained. Maybe the mod had a good answer for why they acted as they did. Maybe the offender was assigned behavior points. You really can't know.
I personally don't see why more people don't use the mute button when needed. The reality is that we're coming from all walks of life, all over the world. This makes us stronger as a community, but it also means that there's bound to be misunderstandings/miscommunication at times. Some people come to 7 Cups when they're upset, feeling sensitive, and are more likely to get upset and lash out. Try not to take it personally. It's good to express empathy, use active listening skills, and engage in deescalation, but sometimes the other person just isn't having it. When that happens, use your mute button, so you can better focus on engaging with those who lift you up and enrich your experience at 7 Cups.
Us Members also need to do our part, by becoming Room Supporters and Discussion Leaders, and by mentioning the supportive behavior that we see in the room from time to time. Positive feedback makes a big difference, in my opinion.
I wish I had a magical solution for you teens, because 7 Cups should be your safe haven. I hope it is more often than not.
@GoldenNest2727
I can understand your points here, but one thing I want to point out is that no, we don’t know what’s happening behind the scenes. But when the same issues with the same people are coming up time and time again, it’s clear that whatever is happening, if anything, isn’t effective and further action needs to be taken.
As for the mediation thing, I don’t know about adult side, but on teen side I know that even when people considered it there was so much uncertainty and anxiety surrounding the idea of trying it that it deterred many users. Things are not going well and have not been going well for quite a while, and I personally have been left with zero response time and time again when trying to reach out about these issues.
When it comes to personal mutes, I’ve once again noticed that on teen side at least, it creates a lot of anxiety and uncertainty. I personally struggle with that one. there are a few reasons for this: 1. the person you’ve muted can still see your messages. 2. other users are engaging with them and there’s an overwhelming curiosity or maybe even fear that the person you muted is talking about you. 3. by muting that person, you can no longer see their messages, which means you can no longer take the screenshots necessary to give proof if you plan to fill out a report form. I think the personal mute system is a bit flawed and there is of course no perfect solution, but if com mods were to actually be active and present consistently in the rooms there wouldn’t be as much of a need for them.
As for members taking on roles, that is not a fair expectation. Members are here to receive support, not take on roles and support everyone else. If that’s something a member wants to do, that’s great. But it should not be something expected of any member. I was a member room supporter, and we have current member room supporters. No matter how much a member room supporter tries, they can not (and frankly should not have to be able to) de-escalate conflicts and/or create a more supportive environment than any other member.
Com mods are paid to moderate the rooms, it’s their literal job. If teen rooms are being neglected (which they 100% are) then that means that the job at hand is not being performed properly and this should not fall onto the members’ laps as something we need to fix. If that is the case, why do we have com mods at all? We are not asking for much, we just want something implemented so that com mods can do their jobs properly and teens can feel safe in rooms. I cant imagine how difficult it is for a com mod to moderate that many rooms at once, which is why I have, and will continue to suggest more LT mod coverage. I think mods and members alike could benefit from that.
@TayTayy
That's valid, TayTayy. Those are excellent points.
Reading through these posts, I see a lot of truth and hurt that you guys are facing. As an volunteer moderator, I know I do not speak for Group Support and I have no idea how the Community Mod team functions protocol wise, but it's great that you all are stepping forward with constructive feedback and making concerns known. I'm glad you all are speaking up and advocating for a safe and positive chatting environment. This place is for you guys.
I'm an ATL, and although I cannot respond to the emergency mod form, if you ever need any moderation support in the TCR room of either side, please feel free to PM me.
Have things been any better since this thread was posted? Are mods showing up more often?
Nothing much has changed, honestly. Yesterday, there were a few conflicts in the group chats, and the mods have not done a lot to de-escalate any of them. Especially with the latest conflict, several members, including me, have been triggered and invalidated. I took screenshots of the incident, and will make a report later today— but as a few members already mentioned, the reporting forms are usually disregarded and almost no action is taken. It’s really frustrating that we are coming upon the same issues on a daily basis, and there are no signs of slowing down.
@selflessSpruce1515 I am sorry to hear that Spruce. That doesn't seem supportive. I understand how triggering and challenging it can be. Please send the screenshots to me. Thank you for sharing all of it. Appreciate the help.
@GoldenNest2727 not really. It just seems that complaints made in chat are being modded. As in asked to put in a report and stop talking about it in chats even if it’s right after a situation. Nothing is really changing but that. And from the past reports seem not to do all that much. So honestly not really.
