UPDATE: SANE SERVICES

Thanks @tyme for the update. 😊

I welcome the interconnection between the forum and other SANE services for the staff. I do have one question though - if/when someone contacts SANE about a non-forum service/advice, will the staff be aware of our forum profile/interactions (eg via real name, email or phone number on forum profile)? Or is that only if we were to disclose it by choice (eg for follow-up support on-forum by SANE PSW)?

I can see both positive and negative sides of this, which is why i am curious to know. 😊

Thanks for your question @AlwaysMyself ,

When someone contacts SANE via other SANE services (besides forums), we have a system that will provide some identifying information e.g. phone number

At this stage, the system does not link directly to the forums. If we wanted to cross-reference, and had an email address, we could do a search.

If the person offers their forums username, we may record it as part of notes.

Other than that, for now, there is no direct link - however, this may change in the future.

@tyme

With the team expanding and further integration of staff does that mean we will have a greater number of PSW's on shorter shifts/less forum time?

I kinda foresee that as psw start working across different services and are pulled away from the forums, we will see less and less of them, less interaction and more moderators lurking in the background popping up when people do the wrong thing.

I have felt less and less connected here since all the other changes. At the risk of offending and annoying people … nope shut up bow

that’s all I’ll say.

Nope @Bow Do not shut up - I feel the same and my lack of involvement since the changes has primarily been because of such changes. They were supposed to make the forums more accessible and user friendly however, in my opinion, it has been the exact opposite ....not sure how a new co-design will change that as the last consultation was extensive yet very little we (as a group) discussed/suggested was adopted. It seems like a waste of time (and money) doing that again as the outcome will most likely be the same 😢

Just a few days ago, or maybe a week, I posted that I was in a bit of distress and was having dark thoughts. Not one moderator or PSW checked in with me at any time. So what are these new moderators for exactly? In some ways, when I joined the forums in 2017, members took great care of one another through mutual support. Like others, I feel much less connected than I did previously, and I have only stayed due to the beautiful friends I made at the beginning.

The forums seem more confusing than ever, more diluted and less user-friendly. I understand that with growth comes change, which I am not against if it is helpful. But I don't really find these forums much help; it's the connections to others that have been beneficial.

Hey there @Sans911,

I'm sorry to hear that you haven't felt supported on the forums when you posted a few days ago 😞 It can already feel difficult to open up, and not feeling like you were seen or heard, wouldn't have helped the already heavy feelings that you were experiencing that time.

Change can be uncomfortable, and it's understandable if you're feeling that these changes has made the forums a lot less friendly and approachable for you. Connections definitely matter, and it's important to us that you continue to feel welcomed in this space!

We're always happy to hear any suggestions our members might have so that the growth of the forum doesn't feel confusing or unfriendly 🌼 You can email us at team@saneforums.org, so that we can work with you directly with any suggestions you might have and to also give us a feedback with your recent experience, so we can improve.

I know you're sticking around for the friends that you've made at the beginning, but thank you for still being here so that we can get another chance to support you!

Take care!

@tyme or whomever is collecting feedback about forums..
Things I have found that affect the forums utility:.

1.. IT problems - getting multiple 403 Forbidden pages is annoying for anyone, when you are distressed it feels prohibitive. I have had multiple occasions where I have had up to 6 attempts to connect that has resulted in up to 45mins of not being able to connect

2.. Communication - users need to be aware of what is happening when there are changes. Or immediately when there is a problem like the Forbidden problem - a spotlighted post needs to go up. This has improved, but could be better

3.. Allocation of PSW resources across the forums seems uneven. Others have mentioned this as well.

Agree with your points @Till23

this ongoing issue with the forbidden error can add additional distress, especially when reaching out for support and you get this error. Like you said, the time that you get locked out can be lengthy and while logically you know it’s an IT issue, it’s not nice being told you are forbidden.
I’ve also had email notifications issues for a while now. I won’t get any at all for days and then I’ll suddenly get days worth come flooding in. Then back to nothing. It’s very difficult to feel connected, get support and participate in the forums when you don’t get these notifications.
Im sure SANE spends big $$$ for their IT supports so you’d want to be making sure things are working properly.

and yes, the allocation of psw and other staff is very uneven. I’ve lost count of the times I’ve posted reaching out for support and I’ve just been ignored.
do I dare say that, as these new programs and services have been added to SANE’s services, resources have been pulled from the forums and the once operational helpline and webchat.
just my thoughts.

Hey @Till23 and others,

Thank you for your feedback. It is very much appreciated. If there is anything else that pops up for you, please do not hesitate to let us know.