Direct Messaging (DMs)

Lili5Bet · May 10

Millie2787 wrote: »

Oh definitely @Lili5Bet im not expecting a full reply , but lately since all the changes we barely even get an acknowledgment until like 5 days later when we raise concerns…. It was never like this before so I don’t understand what’s changed.

@Millie2787 , I definitely agree with you, I know you mentioned about the acknowledgement earlier and that’s something I definitely agree with you on for sure! I know it takes a while for even that to happen

Owen · May 11

Hi all Owen here. Sorry i asked the team to hold off until i was able to come on and reply so they could focus on the new activities we have going on this weekend and other tasks.
In full transparency – yes, we were made aware as a Staff Team of the decision that Direct Messages between Community members would need to be closed down. We were also instructed that we were not permitted to inform ahead of time to prevent the risk of a sudden surge in personal contact details then being shared between Community Members. Again, these decisions are made in accordance with previously mentioned acts and guidance.

What we were not made aware of, however, was when this change would take place, which is why when messages were closed all of a sudden a lot of confusion was then created.
We take full accountability of this and realise just how messy and confusing this has felt. We are in conversation with our US based developers to understand why and how Direct Messages were turned off at that time without prior warning.

Thank you for continuing to raise your voices about this and to speak up. We hear you. We’re listening. You have a right to talk about the very real impact this change is having on you, please continue to do so in a respectful way. Any messages which become disrespectful in tone will be edited in accordance with our guidelines, however, beyond this we very much welcome all of your opinions, thoughts, and challenges to us. This space is yours, and we’re really grateful for your honesty. It is vital. Once again we are sorry for the upset this has caused.

Owen

independent_ · May 11

It is worth noting that your own honesty is also vital in situations like this. If ours is, so is yours - this feels really important to mention, and hopefully something that can be learned from in the future.

shannon_164 · May 11

in my experience of the uk mental health system, services lie so so so much. the mix is just the same. we were lied to and use won’t even just admit it. we were first told that use had no idea but now use say use knew. as @independent_ said, your honesty in such situations is just as important here - how can you expect people to trust you and want to use a service that lies?

Lili5Bet · May 11

Owen wrote: »

Hi all Owen here. Sorry i asked the team to hold off until i was able to come on and reply so they could focus on the new activities we have going on this weekend and other tasks.
In full transparency – yes, we were made aware as a Staff Team of the decision that Direct Messages between Community members would need to be closed down. We were also instructed that we were not permitted to inform ahead of time to prevent the risk of a sudden surge in personal contact details then being shared between Community Members. Again, these decisions are made in accordance with previously mentioned acts and guidance.

What we were not made aware of, however, was when this change would take place, which is why when messages were closed all of a sudden a lot of confusion was then created.
We take full accountability of this and realise just how messy and confusing this has felt. We are in conversation with our US based developers to understand why and how Direct Messages were turned off at that time without prior warning.

Thank you for continuing to raise your voices about this and to speak up. We hear you. We’re listening. You have a right to talk about the very real impact this change is having on you, please continue to do so in a respectful way. Any messages which become disrespectful in tone will be edited in accordance with our guidelines, however, beyond this we very much welcome all of your opinions, thoughts, and challenges to us. This space is yours, and we’re really grateful for your honesty. It is vital. Once again we are sorry for the upset this has caused.

Owen

Lilie here. Thank you for your thoughtful and transparent response, @Owen . I appreciate the acknowledgment of how the situation has unfolded and the impact it has had on the community. It’s reassuring to hear that the accountability is being taken and the conversation with your developers are ongoing.

I also appreciate the clarification around the guidance and decision-making process. Moving forward, I believe it’s essential that there’s greater transparency, clearer communication and earlier engagement with the community. This will really help to rebuild trust and avoid this kind of confusion and emotional toll again. Many of us are here as we care deeply about this space and each other, and we want to help make it stronger.

Thanks again for listening and creating this space for open dialogue, that’s really important.

independent_ · May 12

Just to say I am still unable to DM the staff team at all, even though it says we should be able to. I’ve asked about this a couple of times now and not had any sort of response at all, even if it’s just to say it’s a tech problem and is being looked into.

Owen · 10:58AM

Hi @independent_ thanks for letting us know. we informed our developers yesterday that we still need them to make the necessary adjustments so you can still send and receive DMs from The Mix. We hope this will be resolved today.

independent_ · 11:21AM

I hope it’s fixed soon as I don’t think I’m the only one who can’t DM the staff at the moment. It’s really important that we’re able to contact you guys, especially after chats because obviously there’s no report button there if it were to be needed.

Direct Messaging (DMs)

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