Social Media & Accountability #2
And my apologies for the delay in publishing this one.
As I previously said in comments the research that Unthinkable Consulting carried out contained confidential interviews and so I'm not going to publish the complete report. However I thought you would be interested in reading the executive summary which you can download as a PDF.
The summary contains a number of recommendations. I gave Unthinkable a completely free hand to suggest anything they thought would be useful. Their ideas are a useful sense check on how the BBC's approach to accountability using social media might be developed.
I'm pleased to say that in the past month we've made good progress on the two that are probably most important to people who comment regularly on this blog.
"Tighten Up Complaints Process". As Paul explained here we now have a new appeals system up and running. This means that users who disagree with moderation and hosting decisions that affect them now have a much clearer route of appeal.
"Host better". Last month I sat in on a revised and expanded training course designed to help people who run the BBC's social media spaces manage them better. The course has been revised with a particular emphasis on blogs and we now have people booked on it up until Christmas and plan to take it on the road. My sense is that hosting on the BBC's blogs and message boards has improved significantly in the past six months and there's now an opportunity to improve them even further.
Rather than me going through each of the points made in the summary in detail I thought it would make more sense if I engaged with you in comments. So give your reactions and I will respond.
Nick Reynolds is Social Media Executive, BBC Online, BBC Future Media & Technology