Participatory Cultures Blog 3

• Research terms and conditions and escalation plans that would make relevant models for your community, and report back on your findings.

Terms & Conditions are very important when signing up/ joining any community. Simply because you are agreeing that you will obey the terms and contract yourself to the community at all times. Despite the fact that no one really reads the terms & conditions, they give out really important information and could also include aspects that you may not want to take part in. That’s why it’s important to read them and then accept it.

I have researched on what to include in our terms & conditions and have found out

• A clear definition of what products or services will be provided
• Draw up a list of the key commercial terms that you are offering your customers
• Think of all the scenarios of what could possibly go wrong and then set out what you would do in each case.
• Put yourself in the shoes of your customers and make sure the language is at their level and user friendly. Hiding everything on one page in the smallest font possible will not endear you to your customers

For our forum, ‘Tune Hub’ will have terms & conditions and will show clear understanding of how the user will come to an agreement with the forum. We will not keep it boring, we will try to keep the user hooked on from reading the first couple lines.

Escalation plans : An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts. For example, in a call center, an escalation plan specifies measures to be implemented when unexpected strain or an increased level of stress is placed upon the center.

Members of the Call Center team are empowered to escalate calls quickly. It is important to them to resolve issues as rapidly as possible.

Me and the team will make sure we have our roles sorted so we can react to these issues as soon as possible