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28-06-2011 11:13 AM - last edited on 13-03-2017 12:24 PM by Shellock
The purpose of the Telstra CrowdSupport (crowdsupport.telstra.com.au) website is to provide Telstra customers and others with a central place to ask customer service questions about Telstra products, services or related topics. These questions can then be managed by both Telstra employees and/or other community members. Its overall goal is to make finding solutions to commonly asked questions easier.
All comments submitted via the Telstra CrowdSupport website are reviewed by a moderator.
By submitting a comment or post to the Telstra CrowdSupport website, you consent to Telstra reproducing and publishing that content (either in whole or an edited version of the posting) to Telstra CrowdSupport, and in other Telstra websites or Telstra publications.
All Telstra employees participating in Telstra CrowdSupport should be aware of Telstra’s Social Media Policy – Telstra’s 3 Rs of Social Media Engagement. This policy sets out three basic principles for social media engagement, Representation, Responsibility and Respect (the 3 Rs).
Our community guidelines aim to ensure the Telstra CrowdSupport content is inclusive and inviting.
To that end, moderators will ensure that user comments are relevant and appropriate, and may take any steps they deem appropriate to ensure content meets the site’s Comment moderation policy, described below.
Standard operating hours for comment moderation
- Telstra CrowdSupport will be monitored and actively moderated 24/7
- We will aim to review all post within 48 hours.
Comment moderation policy
Postings may be edited for reasons of space, clarity, to remove offensive, threatening or unlawful content, or to avoid repetition.
You may not be directly contacted if your post has been removed.
- Please ensure you address the conversation (blog) topic
- Please respect the views of others
- You must register to post a comment or question. Your registration details will not be published
Contributors may not submit content that: is threatening, abusive, defamatory, indecent, menacing, harassing, offensive, infringes any person’s intellectual property rights, including copyright, impersonates anyone, misrepresents a relationship with any person or organisation, encourages others to commit unlawful acts, harasses anyone or is unlawful in any way.
It is in your interests, as well as ours, to ensure that all content is lawful.
You may face personal liability if content you submit is published and is unlawful.
For example, if you submit material which is defamatory and cannot be defended, then you could be sued by the person defamed. In addition, the following types of postings are not permitted:
- repetitive messages, including cross-posting, flooding, and spamming
- messages of excessive length (more than 1000 words or 2500 characters)
- viruses, files, or potentially harmful code
- advertising, promotions, or similar material
We reserve the right to reject posts that direct readers to third-party websites.
To ensure the dialogue on Telstra CrowdSupport remains relevant and engaging for all users, you’re also expected to observe 10 simple principles. Our moderators apply these principles when reviewing your comments.
- We welcome debate and dissent, but personal attacks (on blog authors, moderators, other users or any individual), persistent trolling and mindless abuse will not be tolerated. The key to maintaining Telstra CrowdSupport as an engaging and inclusive space is to focus on intelligent discussion of relevant subjects.
- We acknowledge criticism of Telstra products, services, policies and performance, but will not publish persistent misrepresentation of the Telstra Corporation, our Board, our shareholders or our staff. For the sake of robust debate, we will distinguish between constructive, focused argument and propaganda or smear tactics.
- We understand that people often feel strongly about the issues discussed on Telstra CrowdSupport, but we may reject or remove any content that others might find offensive or threatening. Please be pleasant and respectful of the opinions and beliefs of others. Not everyone has a thick skin, so please consider the impact your comments may have on others.
- We reserve the right to redirect or curtail conversations that descend into repetitive flame-wars based on ingrained personal opinion or generalisations. We don’t want to stop you discussing issues you are passionate about, but we do ask users to find ways of sharing their views that do not feel alienating, threatening or toxic to others.
- We will remove any content that may put us (or you) in legal jeopardy, for example, this includes potentially defamatory comments, or material posted in potential breach of copyright.
- Keep it relevant. We ask that users contribute posts and content that adds to the discussion or provides useful help for other members. We know that conversations can be wide-ranging, but if you submit commentary wholly unrelated to the original blog topic (”off-topic”) or that is deemed unhelpful then it may be removed, in order to keep the discussion on track.
- Queries or comments about moderation will not be published. The moderator’s decision is final and no correspondence will be entered into. Abusive posts will be deleted, as will posts asking ‘why was my post deleted?’
- Telstra CrowdSupport does not replace existing Telstra customer service or complaints resolution forums, but it is an arena for discussion and for two-way feedback. You may wish to direct any individual customer service issues or complaints to the channels listed on our contact us page. Any individual service issue reported via Telstra CrowdSupport may be forwarded to an appropriate Telstra Business representative who will attempt to contact you via email, or via the Telstra CrowdSupport blogs, to resolve the matter.
- Maintain a measured tone and don’t shout. Any comments submitted in ALL-CAPS, or similar, may be removed. Also be aware that you may be misunderstood, so try to be clear. Expect that people may understand your post differently than you intended. Tone of voice (sarcasm, humour and so on) doesn’t always translate well online, so err on the side of caution.
- The platform is ours, but the conversation belongs to everybody. We want this to be a welcoming space for intelligent discussion, and we expect participants to help us achieve this by notifying us of potential problems and helping each other to keep conversations inviting and appropriate. If you spot something problematic on our blogs, please report it.
Your use of the Telstra CrowdSupport website
Sharing information is the essence of social media. However, many elements of the site such as text, pictures and logos are subject to copyright. To avoid infringing copyright, we ask that you link to material on the site rather than reproducing it. Quoting from a post in the context of a discussion is generally acceptable, but please do not copy and paste large sections of text on to third party websites.
If you wish to reproduce an entire post, a picture or a logo, or if you are unsure about whether your proposed use is acceptable, please email the Telstra CrowdSupport team.
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Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out
All moderation actions are supported by the CrowdSupport Community Guidelines