Blocked by Snagit on Facebook

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13 comments

  • gary
    Well clearly leaving a constructive comment should not cause one to be blocked from Facebook. Heck, even the orange lier in chief isn't blocked (and if that doesn't blow holes in your silly conspiracy theories, nothing will).

    I strongly suggest you wait until this gets resolved before slinging accusations around silly nilly and perhaps embarrassing yourself any more than you already have been.
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  • Jessie O'Donnell
    Thanks, Gary. We do absolutely take constructive criticism - and encourage it! It's how we learn and get better. We just won't stand for any personal attacks. :)
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  • gary
    Hi Jessie,

    Well, all I had to go on was his comment above. For some reason he did not mention any personal attacks. Funny how that was left out.  8>)

    (but I was wondering...)
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  • Jessie O'Donnell
    I understand being upset about being blocked as well. I typically try to reply first to let people know the why, which I seem to have missed so I'm all for second chances.
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  • Richard Sporn
    Jessie,  I like many others support a rules based control of comments on any open forum.  The problem that seems to happen on many prominent media platforms is that the rules are not be applied to all equally. Can you please point me to the community guidelines document you use.
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  • Jessie O'Donnell
    Absolutely! You can review the community guidelines here: https://feedback.techsmith.com/techsmith/topics/tips_for_getting_and_giving_value_on_this_community_site

    This post talks specifically about this community, but we follow the same guidelines with all of our online communities.

    I hope this helps but please let me know if you have any other questions or feedback.
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  • Richard Sporn
    Jessie, i have read the TechSmith Community Forum Guidelines you sent me the link to.  I find them to be very generic and do not give any specific guidance as to how one should properly address/communicate  a concern they have of an issue with Snagit. This seems to imply it is then left up to the discretion of the Social media monitor person/group/department.

    However,  I do believe that you are demonstrating (from your followup comments) that you realize that mistakes can be made on both sides of the discussion.  In my humble opinion, i would suggest that Snagit's social media's department find a way to expand upon your Forum Guidelines to include more clear guidance/rules on "acceptable communications".  This would allow for the social media monitor to be able to more fairly apply rules based controls on any social media communications which would also help remove any bias that the the monitor may have.  
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  • Jessie O'Donnell
    Thank you for that feedback. I do hold regular 'refreshers' with all our trained social media monitors, however mistakes do happen as you've seen. :) We are all human, and I'm always open to suggestions for improvement so I will definitely be talking about this with the team.

    I like your suggestion of posting social media specific guidelines as well so that those expectations are clear for everyone involved. If you have any other suggestions or feedback on interactions you've had with our team on social media, or in this community, I'm all ears and please feel free to reach out to me directly via email.

    Jessie
    j.odonnell@techsmith.com
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  • Jessie O'Donnell
    Hi, Tony!

    I'm the social media coordinator here at TechSmith. I made the decision to block you from our facebook page after you have made several comments directed at one of our employees. This goes against our community guidelines.

    That being said, I will tell you that we do appreciate all feedback - good or bad. What we will not tolerate, is when it is directed at individuals. So while I understand your frustration by this unfortunate outcome, I have a responsibility to protect our employees who put themselves out there to try and bring helpful content.

    If you did not receive a response to any of your removed comments - I apologize. We definitely have heard your feedback, and taken it into consideration for future video series. As I'm sure you're aware with any feedback, if one person has that feedback, there are likely more who just haven't spoken up so I do appreciate that you gave it at all.

    I will unblock you, as long as you remember to please keep feedback from being directed at any individuals. Something like 'the pacing is too fast, I can't understand' is perfectly acceptable.

    I hope this all makes sense, and that we can consider this a fresh start. You can feel free to email me directly if you'd like to continue any of this conversation, or provide additional feedback.

    Thank you,
    Jessie
    j.odonnell@techsmith.com
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  • Tony
    Thank you for replying! If you made the decision to block me, you failed to at least take the time to dialog with me and offer some help. Instead, you put the foot down and blocked me and now you are talking about second chances. How is that helpful?? If you have rules, I understand, but you don't put someone in jail and then tell hem they broke a rule. You first explain the rule, then if it is violated, you act on it, but you didn't do it.

    As for my complaint about your staff member, It is from frustration. I have clicked on many of her videos and have a very difficult time understanding her, she speaks too fast, and the videos are so quick, that one has to watch it more then two or three times.  But then, you are giving ME a second chance. Amazing!!!

    When you blocked me, you put the cart before the horse and didn't practice customer support, but instead, put me in a penalty box instead of try to help me understand what your staff member was trying to say. If the video was a bit slower and easier to understand you wouldn't have to penalize me or give me a "second chance", and we wouldn't be here having this discussion.

    I suggest as you suggest I follow "standards" that you practice some patience and give support before trying to silence someone!
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  • Jessie O'Donnell
    Tony,

    I apologize; it is normally our policy to make you aware of the violation before blocking. This was an oversight on my part in that you did not receive a reply before this happened and several comments were hidden or deleted without that conversation. This is not our normal practice and I realize I did make a mistake, which is why I un-blocked you at this time.

    We have heard your feedback on the pace of the videos in the Snagit series - thank you for providing that. I hope we can move forward in a more constructive manner, and please let me know if you have additional feedback. :)

    Jessie
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  • Tony
    Thank you Jessie!
    If I comment on something in the future about a video or tutorial, it is not meant to start a feud with you. I will refrain from making it seem personal in the future!
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  • Jessie O'Donnell
    Sounds great, Tony! That's all we ask. :)
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