For the last several months or so, I've been keeping tabs on the mail that comes in via the Newsvine Contact form, and it has occurred to me that giving you all some tips on communicating with staff is in order.
When you use the Contact form, you have several options to choose from in the drop-down menu, so I'll use that to organize these tips. If you aren't already aware, the contact form is accessed by clicking the "Report Bug" button up at the top right. If you are reporting a bug, however, you still have to choose "Report Bug" from the drop-down, but more on that later.
To begin, you should choose the option from the drop-down that most closely resembles your issue. Some, like "Report a Bug" go directly to the team that is responsible for that area and will result in faster service.
1. Site Suggestion: No brainer. We don't get many of these. In fact, we don't really get any. Obviously, that means that Newsvine is perfect. What it actually means is that when users are making suggestions, they're not choosing this option, but perhaps choosing "Other."
Suggestions can include: adding a charity to the earnings page; adding various categories; changing the wording of some instruction or another to make it easier to understand. If you have a suggestion, don't mix it in with some other stuff. Send it in separately.
2. Registration/LogIn Problems: If you're reading this, then you're most likely successfully registered, but I'm going to speak to this just in case. Please follow registration instructions carefully. Read all the fine print. Read the Code of Honor and User Agreement before you start commenting. And if you do have a Registration/LogIn problem, please don't write in and say "I can't log in!!!" and leave it at that (I get lots of these). Include as much information as possible. What is happening when you try to register or log in? If you're getting an error page, what does it say, exactly?
3. Report a Bug: Bug reports sent in via choosing this option go directly to the brainiacs in the engineering department, completely bypassing all other channels. Included in your email is diagnostic information that will help the tech guys figure out how to solve your problem, but most importantly, WHERE in the system your problem is located.
You may not hear back from the tech guys. They are very, very busy people. They're working on your issue, the issues of other users, and keeping this site running smoothly (and I have to say, they do a very good job).
When you do not choose "Report a Bug" but instead choose something else, then that diagnostic information I mentioned is not included. I might forward the issue to them, but the stuff that comes in via Report a Bug gets priority.
What's a bug? Good question! Put simply, a bug is anything that goes wrong with an automated system. If you're not sure, then choose "Other" and ask. I'll let you know if you need to report it as a bug. As a general rule, if you get an error notice while trying to do something, it's probably a bug.
4. Report Spam or Malicious User: By far, the most-chosen option. Thank you to all users who report spam/advertising via this method, and malicious or nasty users.
However, please always, always first click the ! button to report whatever it is you've found. That's an automated system and when you report violations via the !, the reports go to a separate mailbox and include links to the user's column, a link to the comment, and other information that makes it far, far easier for it to be found and dealt with.
When you do choose Spam/Malicious from the drop down to send us a report, please include a link to the nasty comment (easily done by clicking the comment number and then copying the url that appears in your browser's window, and pasting it into the email box), the user's display name or a link to their column.
I can't tell you how many emails we get every day that say "There's a guy on the Israel thread that's being a real jerk!" Look, first, there's probably fifteen threads regarding any given topic going at once. And there's probably more than one jerk. You've got to give us something to go on.
If you've come across a noxious user, your best bet for reporting them is first the ! button, then choosing Spam/Malicious User from the drop down.
5. Employment Opportunities/Business Development/Press Relations: Pretty obvious, and the only people who ever choose these are spammers, really. Which makes me laugh.
6. Change Domain or Display Name: Newsvine users can change their own display names and/or column url within the first three months of having joined. After that, your display name and domain are permanent. Making these changes is a pain in the butt, frankly, and though I do my best to accomodate these requests as quickly as possible, please know that generally, this kind of change is only approved if a user no longer wishes their real name to appear as their display name. If you're making a request to change your display name from one inflammatory jackass name to another, it's not going to happen. Or, maybe it will get changed to "I AM AN INFLAMMATORY JACKASS." No, not really. But a girl can fantasize.
There are and have been some exceptions to this. There's no hard-and-fast policy. Every request is considered on a case-by-case basis, but if you've got a crappy record, been suspended a few times, or write in and say "Why can't I change my name, you socialist bastards?" it's probably going to be a no. If you respond to a request for a reason why you'd like it changed with "What the @!$%# business is it of yours? Change it!" then it's not going to happen. And yes, I've gotten more than one reply like that.
7. Account Disabled: Chosen mostly by spammers or trolls whose accounts have been deleted or suspended. Once in a while (very rare), a glitch will cause an account to appear disabled when its not. For this reason, it is always best to be respectful when writing in to question a disabled account.
Because if you write in and say "What the @!$%#? I haven't violated your stupid 'Code of Bull@!$%#' you @!$%#s" I'm going to assume that you probably have. And if you're just suspended and not full disabled, a note will be made on your account.
For example, the following came in today: "Bunch of filthy JEWISH crook why is my @!$%#ING ACCOUNT DISABLE @!$%# YOU PIG.
KEEP censoring the truth." So yeah, I won't be bothering to look into why this person's account was disabled.
8. Other: Anything that doesn't fit into the above categories. Things like "I just wanted to tell you how amazing and beautiful you are, can I please send you a million dollars?" or "Thanks for all the hard work," or "What's up with the earnings?"
Other tips/requests:
1. Please always be respectful. There's a line in the User Agreement, which you agreed to, about not addressing staff in an abusive manner. Emailing nastiness counts.
2. If you have a site use question, of course you can email staff. But you can also contact any of the Newsvine Guides: Myself, Red Wolf, Lauhal or Rottlady. The purpose of designating guides was to offer additional help to the Newsvine Community while simultaneously freeing staff to address other issues. And you'll probably get an answer quicker!
3. Both Tyler and I do try to send at least a quick reply to everyone once something they've written in about has been taken care of, but when there's emails pouring in by the hundreds and everyone on Newsvine suddenly seems to have moved to Crazytown, that's not always possible. So please don't take offense or think you're being ignored if we don't reply.
I'm sure I'll think of more to add, and please feel free to ask if there's anything about contacting Newsvine that I didn't cover.



