Loading Profile...
Policy on displaying content after cancellation?
I was exploring some companies that I know of to see how they are using Get Satisfaction. Generally it all seems good. But I came across one company "iStockPhoto" that has one post but is labeled as no longer affiliated with Get Satisfaction. This got me wondering what GS's policy is about content after cancellation of an account.
It appears from the above that GS retains all content as public even after an account is cancelled. While I can understand why GS might do so, it does concern me a bit in that if I were to find it prudent to leave GS in the future, for whatever reason I may have, content pertaining to my company would persist on GS, forever I presume. With knowledge of this possiblity I would tend to think hard before committing my company to GS on the basis that it's effectively a "no going back" decision.
Could you folks address this for me or point me to a post where it's been fully addressed, as I'm sure it's come up before.
Thanks
It appears from the above that GS retains all content as public even after an account is cancelled. While I can understand why GS might do so, it does concern me a bit in that if I were to find it prudent to leave GS in the future, for whatever reason I may have, content pertaining to my company would persist on GS, forever I presume. With knowledge of this possiblity I would tend to think hard before committing my company to GS on the basis that it's effectively a "no going back" decision.
Could you folks address this for me or point me to a post where it's been fully addressed, as I'm sure it's come up before.
Thanks
2
people have this question
I have this question, too!
Tell me when someone answers.
The more people who ask this question, the more it gets noticed.
The more people who ask this question, the more it gets noticed.
The company marked this question as answered.
The best answer from the company
-
Hi Pat,
Great question.
We believe it's important to give companies the ability to leave at any time without feeling trapped. We also respect users and want to create a safe place for them to interact with and about the companies they patronize. Our policy is to, wherever possible, give users the ability to view the content they've created. So our system supports both of these aims.
We have a process for helping a company remove any official affiliation with Get Satisfaction -- things like setting the "Message to Your Community" to let them know your intentions, changing the participation status to "unaffiliated", adding external support links, removing your logo, products, employees, etc. We have many customer-to-customer support communities in Get Satisfaction so it would then fall in to that category.
Also, upon request, for communities that were created by the company, we will "archive" a community. This takes it out of circulation so to speak -- it ceases to show up in search results, it's given a "no index" so that it doesn't get indexed by Google and we can add a "gate" letting people know that the company has left and pointing them to the company's desired location for customer support. In this way, by archiving rather than deleting, the users who had posted to that community in the past would still have access to their own content via their dashboards.
The company says
this answers the question
-
Inappropriate?Folks. I very much appreciate our discussion today regarding my other questions. But THIS question is of the greatest concern to me. Thanks. ~Pat -
Inappropriate?Hi Pat,
Great question.
We believe it's important to give companies the ability to leave at any time without feeling trapped. We also respect users and want to create a safe place for them to interact with and about the companies they patronize. Our policy is to, wherever possible, give users the ability to view the content they've created. So our system supports both of these aims.
We have a process for helping a company remove any official affiliation with Get Satisfaction -- things like setting the "Message to Your Community" to let them know your intentions, changing the participation status to "unaffiliated", adding external support links, removing your logo, products, employees, etc. We have many customer-to-customer support communities in Get Satisfaction so it would then fall in to that category.
Also, upon request, for communities that were created by the company, we will "archive" a community. This takes it out of circulation so to speak -- it ceases to show up in search results, it's given a "no index" so that it doesn't get indexed by Google and we can add a "gate" letting people know that the company has left and pointing them to the company's desired location for customer support. In this way, by archiving rather than deleting, the users who had posted to that community in the past would still have access to their own content via their dashboards.
The company says
this answers the question
-
Inappropriate?Amy, your explaination is completely satisfactory to me. The policy you describe shows a balanced view (and concern) for both the company and the participants in a support forumn. I also recognize GS's willingness to work with the company even after cancellation by directing people to an alternate website - that's an unusually high level of regard and cooperation toward a defector. I can find nothing to dislike about GS's policy in this regard (and that's rare for me).
That leaves me with just one unresolved issue concerning GS where I am not comfortable with no moderation capabilities at all with the $19/mo plan (please see "moderation with the $19 month plan"). I will not enter into the $99/mo plan for my startup at this point because the number of customers I have at this time do not justify a $99 monthly investment and they are happly supported directly. The policy of no moderation (with the $19 plan) greatly discourages me from even starting with GS and growing it to justify a higher monthly investment.
~Pat -
Inappropriate?Hi Pat. Thank you for your understanding with our policy and the balance we need to strike between companies and participants.
I definitely hear your concern regarding having the moderation tools. We appreciate all feedback about our plans and price points and are taking it under consideration.
I know it's not the same, but we do have a mechanism for "flagging" inappropriate content that can be used by employees without moderation tools, as well as all users. Here's a "help" topic with more on that subject.
If you'd like to continue the discussion around plans, pricing and moderation, I'm happy to do so, but might I suggest you start a new topic so as to keep this one on point? Thanks much!
I’m enjoying all the thoughtful dialog
1 Comment Add a comment
This answers the question
-
Actually, apologies, I realize you did already start another topic about this second issue and referenced it above. I'll reply to you over there so we can continue the conversation there if necessary.
EMPLOYEE
