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Trustroots Safety Team Meeting

Date: 2020-05-20 20:00 UTC+2 / CEST Facilitator: Philipp Participants: Philipp, Dario, Ludo

Agenda

check-ins
feedback about last week
follow-ups on topics from last meeting?
- non-discriminative behavior in rules
  - RULES: we said we wanted to add something in order to be explicit about not tolerating objectionable content or abusive users
  - (phrasing about discrimination)
- value priorities
- sexual abuse case
- open ticket: https://trustroots.zendesk.com/agent/tickets/3122 (Dario?)
pick facilitator for next meeting
random question

let’s try to get everything done within one hour

Feedback about last week

Philipp:
- felt unsecure in the beginning how to handle support requests, but now there is a lot going on and feels like there’s a lot he can do
- forwarded all the newsletter mails to Julien
- Noahs notes on open requests were quite helpful
- idea: have a shared support ticket answering session
Ludo:
- felt much more effective through Noah’s notes
- feels less effective than old support team, but that’s ok
- experienced progress over the last week
Dario:
- cool that there are new team members
- don’t be afraid to ask questions and go ahead and answer!
- most active week on trustroots ever in terms of signups and support traffic
- super interesting times, happy about the timing: team growth and couchsurfing spike -> we can handle this well

Follow-ups from last week’s session

new aspect: you ‘sign’ those rules when you sign up
other possible places for more elaborate discussion about our stance towards racism and discrimination: blog post?
maybe it’s better to have very short and simple rules
Mikaels change to rules: “Be friendly and know when to stop messaging someone. We have no tolerance for objectionable content or abusive users.”
let’s create a pad and work there on the rules after the call

Rules for support team

Ludo suggests to give ourself a code we follow while we do our work
Dario: +1; on the github safety wiki they have started a rule book, until now only about creep profiles: https://github.com/Trustroots/safety/wiki/Rules-for-report-cases should be extended!
Dario: for now it’s ok as an internal thing, but in the future we could be transparent and make it public?
do that alongside real cases as an example

Sexual abuse case

Ludo is going to discuss the message draft with Noah (and Philipp?) on slack
we’ll see how it goes when the message is sent to reporting person
Philipp: aim to solve until next week maybe? Dario: But the new stuff is a lot less serios.

https://trustroots.zendesk.com/agent/tickets/3122

reporting person ok to reach out to reported person
Dario reached out to the reported person -> waiting for reply
Dario: it’s standard procedure

Value priorities

move to next call! Philipp wrote on Slack:

Maybe we could try to put up a priorities list of values to guide us in decisions or make things clearer? Something in the like of (probably missed a lot):
keep trustroots community a safe space

protect vulnerable members

uncover problems

be transparent

be consistent in decisions

offer TR members the possibility to reflect their attitude

Question:

Dario: “if you could only travel once more, to where and to who would it be?”

Sexual abuse case take 2

Noah: explain to them in a reassuring way why we want to read their message.
Noah: you reported xy. Our standard policy is to ask for permission
Ludo: confused: message exchange 5y ago + message exchange with same users around the time they report came in
whatever we do with a motivation to protect the socalled victim. reporting user with their past and recorded person using their trustroots account.
Ludo: situation might be delicate with police case. We didn’t want to expose reporting person
Noah: if to decide: making victim feel we don’t believe them is a lot worse than suspending reported person for no reason
proposal: transparently message reported person -> he got reported (we won’t say by whom or for what) and that their account got suspended.
- either they don’t respond
- or they respond. What do we do then?
besides their (linked) CS account got removed
Noah is contacting BW if they received a report and how they are handling it

Next meeting

Next Date: 2020-05-27 20:00 UTC+2 / CEST but check with Noah! Next Facilitator: Ludo