November 2019 Community Update: A Return to Community
I will be writing a series of monthly posts titled Community Update throughout this year and into 2020. This is the first in the series.
When we first started 7 Cups, we were primarily focused on our community. All we cared about was building a tribe of people that deliberately cared for one another. We were able to maintain this focus from 2013-2016. Then we started running out of money and had to find ways to sustain ourselves. We were successful in that, but it also caused us to lose sight of the importance of our community. We are now, finally, in a spot where we can return to community.
There have been a number of recent changes. I know that it has been difficult. The opportunity in going through change is that it allows you to re-set - or start again - in a new direction that ultimately ends up impacting the trajectory of where you go. Think about this like raising a child. The right teacher or mentor, at the right time, can make a big impact and change the future life of that child as a teen and adult. Knowing that change is an opportunity to re-set does not make it easier, but it does provide a frame to better understand the picture of what is happening.
The first thing we want to do is conduct a deep assessment of our community strengths and weaknesses. What are the things that come natural to us? Where do we excel? What are we uniquely good at? We need answers from all of you on these questions so we can better amplify our strengths.
You typically make much more progress in life by building on your strengths. For example - if you are just okay at playing an instrument, but you are great at writing, then it makes a lot of sense to build up your writing skill, because that will help them get a lot further in life.
We also want to assess our weaknesses. Where are we not performing as well as we need to perform? What are our biggest limitations? What are we unaware of ? The key point of asking these questions is so that we can better understand them so we can then deliberately address them.
How do we address them?
We do it through a system called OKRs or Objectives and Key Results. For example, lets say we want to increase the quality of our emotional support chats. Wed create the following OKR:
Objective: Significantly increase the quality of emotional support chats.
Key Result 1: Increase helpful chats by 5% each month
Key Result 2: Decrease dropped chats - chats where the member or listener stops engaging - by 5% each month.
We have used an OKR system for the last several years. We, by working more closely with the community and community leadership, have an opportunity to align on our objectives to make more progress and better help people. Ill be thinking on how we can best do that in the coming weeks.
In the past times of transition, and in this recent transition, there have been several of you that have been encouraging. You have said things like: I know this has been tough. I appreciate the hard work and know that you and the team are trying. We are getting there one step at a time :). This means a lot to me and to everyone on the team. It fills up our love tank and gives us fuel to keep moving ahead. Thank you!
Throughout 7 Cups history, particularly during transitions, there have also been smaller groups of people that provide feedback in less helpful ways. I believe that they have good intentions, but the style makes it difficult to hear the feedback. I want to step back and provide guidance here on how to best provide feedback so it can be better heard, understood, and acted upon. This is called the sandwich approach:
-Bread - say something positive
-Meat - address the negative issue/item
-Bread - say something positive
When difficult feedback is provided in this way, it makes it much more easier to metabolize (pun intended).
Think of a time when someone has given you feedback. When it comes off as judgemental or angry it is much harder to hear; when it comes off as - I am here to help you, we are on the same team, here are some things you are doing good and here are some items you can do better - then it is much more effective.
Here are a number of things you can do to immediately help:
1. Complete this survey on our strengths and weaknesses. Please take your time and answer thoughtfully.
2. Commit to telling community leaders (community managers, ambassadors, mentors, mentor leaders, peer support, mods etc.) that you appreciate them and the hard work they are doing. I am committing to doing this several times a week and am going to work to make it a habit. We have hundreds of volunteer leaders in our community that work very hard to make 7 Cups a supportive environment. It would be great for them to hear how much they matter to all of us. (and though I'm mentioning different community leaders here; please also be sure to also express appreciation to our kind-hearted listeners. They are also showing a tremendous amount of compassion and service to provide care to all of us.)
3. Post in the 3 key things thread - many of you are doing a tremendous amount of work on 7 Cups and very little people can see it. If you post in this thread, then you can begin to see all the work that is being done AND you can find people to better support in their efforts. This can be 3 key things you did in a day, week, or month. It is meant as a simple way to share what you are doing. For example, today I posted:
-met with community leadership team
-drafted a return to community post
-created survey to better understand community strengths and weaknesses
We will be releasing details on badges soon that will be related to 3 key things.
4. 7 Cups is not going anywhere AND we welcome your beams! Leading 7 Cups all these years has been extraordinarily rewarding. It has also been really tough. There have been a lot of painful bumps in the road. The past is the best predictor of the future, so my guess is that it will continue to be rewarding and, at times, it will also continue to be painful. This has been true for me, for my wife, for our team, for our community leaders, and for our community. If you think, meditate, send good vibes, pray, send beams, and/or well wishes, then we will gladly take any and all of them! I believe this helps and we would collectively welcome the support!
To close this November update, community is a top priority for the remainder of this year and all of 2020. We are focused. We need your help to build on our strengths and shore up our weaknesses. We have come very far since we launched in 2013. We have a long ways to go!
Thank you for being on this journey with me!
@GlenM Like I said from the beginning... I am with you and 7 Cups ALL THE WAY! This community and everyone apart of it has changed my enitre life. I am able to stay sober and on my positive path because of the friendships and support I have on here! Thank you so much Glen! You have such a beautiful heart.
@lavenderpeach1107, thank you lavender for those very kind words! Thank you also for your commitment. And BIG congrats on sobriety and for building a strong social network. That is exactly what we are all about. Thank you!
@GlenM Thank you very much! And you're welcome!
@GlenM
Thank you for this post! I'm new around here and I for one enjoy communicating. It's a good feeling to know that someone is telling us of their vision for moving forward. I just kind of showed up and it seems like the time that I did, there were some hiccups around here and a great deal of confusion. But, at least I had the listener support room to go to, to get questions answered for me and for my members that were asking some of the questions. The people in the rooms are really nice and helpful. I try to say yes, please and thank you and will continue to do so.
I noticed that the OKR that you mentioned squarely rests on the shoulders of the listener. The listener should give praise to the leaders here. I don't have a problem with that myself. I practice gratitude and often, even in the most creative of ways. I imagine it's a trickle down concept and they are the ones that help to "feed" us (pun not intended but cute none the less).
So, just wondering, is there a program to say kind things to listeners as well if the OKR's kind of start with us?
Anyway, looking forward to future posts. Thanks for giving us a space to help others.
I must say, again, Im disappointed. This hasnt been the return to community. This has been a takedown of communities. Even the ones that were working hard on creating a supportive safe space. Communities that had a strong sense of purpose among the core mods, listeners, and members. And while the tone of the responses has varied, dismissing the meat because no buns were offered is frankly troubling.
The one bun that I can offer for now is the use of KSPs. I question however to what extent the community has really been involved. I dont see how even the supportive ones were taken down if communities really are the driving force here.
So there, meat, a crumb of bun, meat.
@lilmango I agree completely. So now we're all supposed to praise the leaders who bully everyone else? This has to be a joke.
@GlenM Thank you for continuing for making this place possible! I'm sorry you've receaved such negative and meanspirited comments from people here. People are used to things being a certain way and naturally lash out but there's a better way of addressing change when you're upset about it. I have faith in you and the rest of the staff who have made adjustments and I'm excited what's next to come. Keep up the good work. :)
@GretasRebel So what's this better way? Just suck it up and let it go?
I'm sorry but I'm at a loss - NOW our opinions matter?
Where were the questions of what we thought earlier?
@GretasRebel thank you for those kind words and for the encouragment!
@GlenM
This response actually confirms how disconnected you truly are from the community. You'd rather engage with a bully than with direct people as long as they are sweet talking to you.
@GretasRebel Says the one who called me (and others) a "Snowcone" . How hypocritical of a person on a "support site!! ❤️
@GlenM
Glen. You wouldnt close 7 cups without warning would you? I just had a thought of waking up one day and it not being here anymore. You know how important it is for people dont you?
Im not pretending I understand anything about running something like this. Im sure its extremely demanding and challenging.
Im just anxious and worried as a member here.
@warmheartedTurtle6662 working with you all to create this site has been the hardest thing I've ever done. It is also the most beautiful and the most rewarding thing I've ever had the honor of being a part of - I love our community. You have my word that I will never let this site close. It is much too important to me and to many of you. I'd give my last penny to keep it going. As long as I'm alive and functioning I'll keep this site going.
@GlenM
Thank you. I just dont know where Id be without this site. But I can imagine the work involved in keeping it going too
Hi @glen,
Im so glad you found the time to come back and start the process of listening to all the constructive thoughts about the changes you see fit to make and have made thus far. I respect that you want to be addressed first with a compliment, then any thoughts you may be uncomfortable hearing, and end with a compliment, in a way to keep the process respectful constructive, and productive.
I'd like to begin by saying your idea to create a website where we can all come to free and freely short and long term was a brilliant idea, and it has many positive attributes.
I went on a search when i was on the brink of seld-demise and I found your site.
The first thing I began to notice is that 95% of the listeners have their off-line red light on so they can work at the pace they feel comfortable with and have no accountability or pressure. It's volunteer work so I understand, and I quickly learned to do the same thing on my listener account.
It took me quite a while to find a good listener but i can honestly say only one named Peter followed the rules to the letter.
Some rules need to be broken in order for a member to make a connection, but It's a balancing act, to say the least.
Some listenets are so poor that I left with my perception being that the whole world is dysfunctional.
The site is very good, but not good at all for a person who is depressed and feeling lost because find out how to use it takes time that some people may not have left. The rules are not clear so at times a mod may appear with a badly timed warning.
I would like to reccomend that you read the more than 500 posts on the thread called Room Announcement, because many people had many good ideas and at the time this was the place to post them at. They all should feel like they did not waste their time.
Forum, Site Updates, Glen's Nook - Community, Room Announcement
I reccomend that at the point of creating a new thread, if the catagory has any specific rules ( Create a pop-up window) for rules or trigger warnings; such as (Please do not post gifs in this catagory) or (No complicated gifs due to the potential of the potential triggering of or causing some diagnosis any harm).
The most from all of the complaints I've read was most of the recent changes came on the same day they were implimented.
Even today some people are returning to 7cups to find their feed and everything they held dear is gone forever.
Many people liked chatrooms but now cannot get in and still have no clue why because the announcments must be searched for.
I reccomend any and all announcement go directly to the chat of each member with the notification bell on so we can all not have to wonder. You can end each message by saying "Please do not respond to these informational announcements due to the entire community getting them all at the same time.
There are many good ideas you really should go read and consider that could ease the suffering that these sudden basically unannounced changes are still causing.
You have a great site and we all look forward to better communication in our future here with you.
Thank you, Reed
FuturesRise (Listener)
@FuturesRise / Reed, thank you for this thoughtful message and post. I appreciate you using the sandwich approach and recommend that we all use it when providing anyone feedback moving forward.
And, most importantly, I'm very glad to hear that you connected with good people on this site and they helped you through a tough spot. That is 100% why we exist. We exist to help people like you - and people like me - who have been in pain and have not had other places to turn. That is the heart of 7 Cups.
I know there has been a lot of pain and unnecessary frustration with the rooms. I'm connecting with Heather tomorrow to review several things and find ways to iterate on the current model we are following. I have reviewed that post and will do again prior to my meeting with Heather.
Thank you again for the thoughful feedback Reed!
@GlenM
Hi Glen,
It really means so much to so many having this wonderful site you created. I recently have been feeling much better, so much so that Im looking for my fit on 7cups. Im sorry for all my spelling errors in my message; I'm not sure which is worse, the unexpected spellchecker changes or my to large of a finger wandering in error lol I'm a disable veteran on a fixed income so low that i'm deeply challenged in many ways, and I've isolated completely other than food shopping, the bank on rent day, and monthly doctor visit. I have major trust issues combined with very bad PSTD, depression, and recently idiation subsided. But i visit 7cups every day and I'm so glad I found it when I did. Please let me know if you could use my help. Thank you very much. Keep at it! Your dream of a site to help in a world full of so much suffering was a priceless and brilliant idea worth every effort.
Best wishes, Reed
@FuturesRise / Reed, Thank you for your warm words and optimistic spirit! That kind of energy is exactly what we need to keep things moving forward, to continue to work together, and make sense (as much sense as possible) for all involved. And I'm delighted that you are feeling better and wanting to get more plugged in. Thank you for your service both in the military and on 7 Cups!
@GlenM
Thank you for creating a safe pleasant space we can all come share and grow together in. I've witnessed this site working, and giving purpose and direction to many like myself. It is an honor to serve! Best regards, Reed
@GlenM Thanks so much for coming in LSR and answering questions many of us asked and I will say once again for anyone reading this Post, The site does cost money to run and it does take people to help run this size..
Glen you have done an amazing Job setting up a FREE SITE for many to come join in for Free... it does show that you do care and Mental Health does matter to you. 
I am thankful and grateful for you setting up a Mental Health site that also does address Physical health also..
I have seen some positive things happen from the changes and some negatives like some people leaving the site that had roles but that was their way of dealing with the changes I believe and maybe they could not take the changes . We volunteer no one forces us to be here...
Thanks again and best wishes . 
@Tyedyedbutterfly65 appreciate this context and perspective! WE have built a free site to help people. We have collectively figured out so many things. A lot longer to go on this journey, but we should be proud of how far we've come in what we have figured out. And we will keep at it!
@GlenM You are most welcome and what you have said is so True !
Good vibes to all!
@ifyouknowtocountcountwithme got them! and right back at you :)
@GlenM =D
@GlenM thankyou for the update glen beautifully written i recently got a new role QML for VL team so im excited with the stuff im to do for the programme
@CaringBrit I love the VL program; it helps so many listeners up their skills. Thank you for doing this work!
