ABOUT THE RIGHT TO REPLY
When you post a negative or neutral experience, the organisation or people (which we will now call "the respondent") you have posted about will have an automatic right to reply to your post, which will be displayed publicly. This ensures that content is balanced, constructive, and transparent, where all sides can represent themselves fairly.
As long as our response guidelines are followed, we will never decline the respondent the right to reply.
RIGHT TO REPLY INVITATIONS
Note: The following section will only apply once the forum has seen some growth.
Sometimes, we would like to make a respondent aware of your content, and invite them to reply, similar to how a news channel will request a comment.
We will always request your permission to do this, which may also involve requesting additional information that can be passed on the respondent privately, such as dates or order numbers, although the respondents reply may still be limited because of data protection laws. If you do not accept or decline our request within 7 calendar days, we will continue.
To send a right to reply, we will look for the most appropriate email address, which for an organisation is usually a specific press or public relationtions email address. The email we send will include a full copy of the main content, explain our reply guidelines, and offer them to reply by either replying to the email for a single response, or to create a dedicated respondent account so that the respondent can become involved in the conversation. The respondent will have 7 calendar days to reply, to either provide the reply they would like us to publush, or ask for more time to prepare the reply. If we do not hear back within 7 calendar days, we will resend the invitation, and then consider it as ignored.
At each stage of the right to reply invitation process, an account named "TFUK-Replies", will reply to the thread to update everyone. This includes:
SENDING YOUR REPLY AS THE RESPONDENT
As a respondent, you can reply to content that has been posted on this forum, with or without being invited to do so.
You have the choice of either using a form, or registering for a dedicated respondent account. Please review the differences below:
The form:
Respondents must never use a normal member account to reply, unless you are already a member, responding to something another member has said against you.
REPLY GUIDELINES
To ensure that your respondent reply is published, you must follow these guidelines:
When you post a negative or neutral experience, the organisation or people (which we will now call "the respondent") you have posted about will have an automatic right to reply to your post, which will be displayed publicly. This ensures that content is balanced, constructive, and transparent, where all sides can represent themselves fairly.
As long as our response guidelines are followed, we will never decline the respondent the right to reply.
RIGHT TO REPLY INVITATIONS
Note: The following section will only apply once the forum has seen some growth.
Sometimes, we would like to make a respondent aware of your content, and invite them to reply, similar to how a news channel will request a comment.
We will always request your permission to do this, which may also involve requesting additional information that can be passed on the respondent privately, such as dates or order numbers, although the respondents reply may still be limited because of data protection laws. If you do not accept or decline our request within 7 calendar days, we will continue.
To send a right to reply, we will look for the most appropriate email address, which for an organisation is usually a specific press or public relationtions email address. The email we send will include a full copy of the main content, explain our reply guidelines, and offer them to reply by either replying to the email for a single response, or to create a dedicated respondent account so that the respondent can become involved in the conversation. The respondent will have 7 calendar days to reply, to either provide the reply they would like us to publush, or ask for more time to prepare the reply. If we do not hear back within 7 calendar days, we will resend the invitation, and then consider it as ignored.
At each stage of the right to reply invitation process, an account named "TFUK-Replies", will reply to the thread to update everyone. This includes:
- When the invite has been sent
- When the respondent has replied, or has refused to reply
- When the respondent will recieve a dedicated account, confirming that the account genuinely represents the respondent
- When the respondent has ignored our invitation
- Any other relevant information or updates
SENDING YOUR REPLY AS THE RESPONDENT
As a respondent, you can reply to content that has been posted on this forum, with or without being invited to do so.
You have the choice of either using a form, or registering for a dedicated respondent account. Please review the differences below:
The form:
- Suitable for a single reply where the respondent is unlikely to post additional replies
- Forum staff manually review the submission, and will post it with the account "TFUK-Replies"
- Respondents may request us to contact the member to ask us to clarify details (such as an order number)
- Suitable for multiple and/or ongoing replies as you can log in and reply without a form
- Forum staff manually review each reply before it becomes publicly visible
- Members can identify the respondent account by a marking under the username (if there isn't one, it is fake)
- Respondents may contact a member by direct message to clarify details or offer solutions, which may be monited by forum staff
Respondents must never use a normal member account to reply, unless you are already a member, responding to something another member has said against you.
REPLY GUIDELINES
To ensure that your respondent reply is published, you must follow these guidelines:
- Directly address the issue, being balanced between clear and concise but detailed too
- Be individually written by a human, without corporate copy and paste generic rubbish
- Aim towards a positive resolution with good intentions even if one isn't reached
- Be constructive, fair, and respectful at all times (members too!)
- The reply may contain evidence, but personal information must be removed
