| Providing Good Communication Checklist | |
| The DOs: | |
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Talk to people as people - with respect, dignity and empathy. |
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| Talk to people in a way that they can understand. | |
| Be friendly. | |
| Use simple language. | |
| Consider the person's age, gender identity, other information you know about ther when crafting a response. | |
| Think before responding to every comment. | |
| Be kind and understanding. | |
| Give individual answers to people. | |
| Find a new way to say the same thing when answering comments on the same post. | |
| Mirror the style people are talking to you in - if they use emojis, use them back! | |
| Be transparent with people - if it will take us a while to find out an answer to a question then let them know this. | |
| Reply in the language that someone has contacted you in. eg. use If someone messages in Modern Standard Arabic (MS) reply in MSA, if someone contacts us in English, reply in English. | |
| Encourage conversation between Signpost and our users. | |
| Reply to people, even if they haven't asked a question. | |
| Talk the language of social media by 'liking' and using emojis. | |
| Respond to every message and always have the last response in the conversation. So if someone sends us a thumbs up to end a conversation, send them a thumbs up back | |
| The DON'Ts: | |
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Copy and paste the same answer onto multiple comments. |
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| Be formal, rigid or convoluted when talking to people. | |
| Talk like a machine. | |
| Talk to users in a superior or patronizing way. | |
| Try to talk to the user in a language other than the one they are talking to you in - they might be speaking to you in that language for a safety reason. | |
| Ignore people who are trying to talk to us - even if they just want to say hi! | |
| 'Like' comments that are sad, negative or ask for 'help'. | |
| 'Like' Signpost's own posts under the Signpost account - it's not good social media etiquette to like our own content! |