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+---
+layout: page
+title: FixMyStreet Administrator's Manual
+author: dave
+---
+
+
+# Administrator's Manual
+
+<p class="lead">What is it like running a FixMyStreet site? This guide
+explains what you can expect, and the types of problem that you might
+encounter. It includes examples of how mySociety manages their own site, <a
+href="https://www.fixmystreet.com/">fixmystreet.com</a>.</p>
+
+## About this document
+
+We'll be giving suggestions and examples of problems from our experience in
+the UK. But there is more than one way to solve issues, and you may well find
+that your own solutions work best.
+
+We hope that you will contribute to this document with your own ideas and
+feedback. You can do this by [contacting us](https://www.mysociety.org/contact/)
+directly, or joining the mailing list.
+
+The [FixMyStreet mailing list](/community) is a great place to share ideas or
+ask questions. Everyone on there has either built, or is building, a
+FixMyStreet site, so they have real-life knowledge and are keen to help.
+
+It's a friendly community, and we recommend that you join in and ask as many
+questions as you need to.
+
+## Other helpful documents
+
+* **Before** you decide to run FixMyStreet, you should read the
+  ["Can we fix it?" DIY Guide]({{ "/The-FixMyStreet-Platform-DIY-Guide-v1.1.pdf" | relative_url }}).
+
+* If you are hosting FixMyStreet yourself, you **must** read the [installation
+  instructions](/install) first. Once you've done that, you'll probably need
+  the information about [customising your site](/customising) too.
+
+* This guide is just one of several useful pages for <a
+  href="{{ "/glossary/#administrator" | relative_url }}" class="glossary__link">administrators</a> in the
+  section about [running FixMyStreet](/running). This document is the most
+  general, so is a good place to start.
+
+## Find your administrator
+
+Every FixMyStreet site needs an <a href="{{ "/glossary/#administrator" | relative_url }}"
+class="glossary__link">administrator</a>. Even when the site is running smoothly,
+your users will need help, and there will be regular administrative tasks to
+perform. So, sooner rather than later, you will need to think about who will
+be responsible.
+
+<div class="attention-box info">
+  If you're just starting on your FixMyStreet project, it's possible that you
+  have not found an administrator yet, or that you didn't realise you needed
+  one. Don't worry! Look through this document to see why you need one, and
+  what sort of tasks they'll be doing.
+</div>
+
+## Who do I need?
+
+The team who sets up the site and those who keep it running day-to-day might
+(or might not) be the same people.
+
+**To set up a new installation**, we recommend you have at least **one
+developer** and **one administrator** who can work on the site.
+
+At the beginning you'll be quite busy. You'll be doing a lot of things, like
+customising your site, collecting the email addresses your users' <a
+href="{{ "/glossary/#report" | relative_url }}" class="glossary__link">problem reports</a> will be sent to,
+and perhaps [promoting your project]({{ "/running/promotion/" | relative_url }}).
+
+**Once your site is up and running**, you can manage with just **one
+administrator**.
+
+The administrator deals with problems and questions from users - we call this
+'user support'. He or she will also answer questions from the bodies you send
+your reports to.
+
+Each day, the administrator of mySociety's UK FixMyStreet site spends, on
+average, between 15 minutes and an hour on user support.
+
+Ideally, your administrator will work every day, as there may be urgent
+requests (see "Types of tasks", below). But if you cannot manage this, a
+couple of sessions a week will be sufficient.
+
+Our administrator usually checks support emails twice a day, in the morning
+and at lunchtime. This breaks the work into very short blocks, but also
+ensures that she can deal with any urgent problems promptly.
+
+## The administration pages ("admin")
+
+### Security
+
+By default, the administration pages &mdash; the "admin" &mdash; can be found at
+`/admin`. These pages must be secured against public access.
+
+We strongly recommend you access your admin over a secure connection, such as
+HTTPS. This means that everything that goes between your computer and the
+server is encrypted, so can't easily be intercepted.
+
+It's also a good idea to allow access to admin only from your own, trusted IP
+addresses.
+
+Both of these precautions require system configuration (that is, they depend
+on settings outside FixMyStreet). If you're running an Apache webserver, you
+can do this using `htauth` &mdash; see [the Apache htauth
+documentation](http://httpd.apache.org/docs/current/mod/mod_authn_file.html).
+If you're using an external hosting service, their technical support staff may
+be willing set this up for you if you can't do it yourself.
+
+It's very important that you do secure your admin: so if you really do have
+problems setting this up, [get in touch](/community/) and we'll try to help.
+
+### Contents
+
+The Admin interface is divided into the following sections. You can access
+them by clicking on the link at the top of any admin page:
+
+* **Summary page** <br/> The summary page shows the number of live <a
+  href="{{ "/glossary/#report" | relative_url }}" class="glossary__link">reports</a>, <a
+  href="{{ "/glossary/#update" | relative_url }}" class="glossary__link">updates</a>, <a
+  href="{{ "/glossary/#alert" | relative_url }}" class="glossary__link">alerts</a>, sent
+  <a href="{{ "/glossary/#survey" | relative_url }}" class="glossary__link">questionnaires</a> and
+  bodies' <a href="{{ "/glossary/#contact" | relative_url }}" class="glossary__link">contacts</a>.
+
+  <p>
+    This page is useful when the media ask how many reports your site has
+    processed. You can also use it to motivate your team, or to prove yourself
+    to official bodies.
+  </p>
+
+* **Bodies** <br/> <a href="{{ "/glossary/#body" | relative_url }}" class="glossary__link">Bodies</a> are the
+  authorities that your site sends reports to. Each body has its own page in
+  the admin, listing the categories of problem that they accept (eg, potholes,
+  street lights, etc) and the email address associated with the category.
+
+  <p>
+    Bodies sometimes change their email addresses, and dealing with this is a
+    regular task for an administrator. You can add or edit bodies from these
+    pages. You can also add or edit their <a href="{{ "/glossary/#category" | relative_url }}"
+    class="glossary__link">categories</a> and <a href="{{ "/glossary/#contact" | relative_url }}"
+    class="glossary__link">contact</a> email addresses. Bodies are associated with
+    one or more <a href="{{ "/glossary/#area" | relative_url }}" class="glossary__link">areas</a>. <a
+    href="{{ "/running/bodies_and_contacts/" | relative_url }}">More information on bodies</a>.
+  </p>
+
+* **Reports** <br/> The reports page lets you search for, and edit <a
+  href="{{ "/glossary/#report" | relative_url }}" class="glossary__link">problem reports</a> and updates.
+
+  <p>
+    You will need to do this often - for example, when a user has emailed to
+    complain about a report, or to ask you to check if the report has been
+    sent.
+  </p>
+  <p>
+    You can search by the user's name, email address, or a word or phrase from
+    the report.
+  </p>
+  <p>
+    If your database is very large &mdash; like the UK FixMyStreet, which has many
+    thousands of reports &mdash; some searches may be a little slow. But if you
+    know the ID of the report, you can tell FixMyStreet to find it directly,
+    using <code>id:</code> first. The ID is in the URL of the live report: for
+    example, on our site, we can find
+    <code>https://www.fixmystreet.com/report/391267</code> by searching for
+    <code>id:391267</code>.
+  </p>
+
+* **Timeline** <br/> The timeline is a log of FixMyStreet activity: report
+  updates, status changes, and so on.
+
+* **Survey** <br/> By default, FixMyStreet sends out <a
+  href="{{ "/glossary/#survey" | relative_url }}" class="glossary__link">surveys</a> (also called
+  questionnaires) to users four weeks after they reported a problem.
+
+  <p>
+    We use these surveys to collect data on the performance of the bodies. The
+    survey page shows statistics based on the responses, which again can be
+    useful for the media, or for research when you are looking at how
+    effective your site has been.
+  </p>
+  <p>
+    If you don't want your FixMyStreet site to send out surveys, you can
+    switch off this behaviour in a <a
+    href="{{ "/customising/cobrand-module/" | relative_url }}">cobrand module</a>.
+  </p>
+
+* **Users** <br/> You can [manage users](/running/users) from this section.
+  For example you can edit a <a href="{{ "/glossary/#user-account" | relative_url }}">user's</a>
+  email address, or <a href="{{ "/glossary/#flagged" | relative_url }}" class="glossary__link">flag</a> or
+  <a href="{{ "/glossary/#abuse-list" | relative_url }}" class="glossary__link">ban</a> or abusive one.
+
+  <p>
+    Each user has an individual page in the admin, and it is sometimes quicker
+    to search for a user than a report, if they have contacted you by email
+    and have not mentioned which report they are talking about. Each user's
+    page lists all their activity on the site.
+  </p>
+  <p>
+    By default, any staff users (those that belong to a body) are listed on
+    this page.
+  </p>
+
+* **Flagged** <br/> You can <a href="{{ "/glossary/#flag" | relative_url }}"
+  class="glossary__link">flag</a> any report or user. This does not <a
+  href="{{ "/glossary/#abuse-list" | relative_url }}" class="glossary__link">ban</a> the user or delete the
+  report - it is just a way of marking a person or a situation as potentially
+  troublesome. Note that you can only flag a report or user from the report
+  or page.
+
+  <p>
+    This can be useful if your team has more than one <a
+    href="{{ "/glossary/#administrator" | relative_url }}" class="glossary__link">administrator</a>. <a
+    href="{{ "/running/users/" | relative_url }}">More information about managing users</a>.
+  </p>
+
+* **Stats** <br/> The stats page lets you analyse the number and types of <a
+  href="{{ "/glossary/#report" | relative_url }}" class="glossary__link">report</a> over a particular date
+  range. Optionally, you can restrict it to report on a single <a
+  href="{{ "/glossary/#body" | relative_url }}" class="glossary__link">body</a>.
+
+  <p>
+    You might use this if you want to know how many reports have been sent
+    within, for example, the last three months, or how many reports have been
+    sent to a specific body since launch.
+  </p>
+
+* **Configuration** <br/> This page shows you a summary of the live
+  configuration information for your site.
+ 
+<a name="report-states"></a>
+
+## Report states
+
+A <a href="{{ "/glossary/#report" | relative_url }}" class="glossary__link">problem report</a> can be in
+one of these <a href="{{ "/glossary/#state" | relative_url }}" class="glossary__link">states</a>:
+
+<dl class="reveal-on-click" data-reveal-noun="report states">
+  <dt>
+    Unconfirmed
+  </dt>
+  <dd>
+    <p>
+      Until FixMyStreet is certain that the report's creator is genuine, its
+      state remains <em>unconfirmed</em>. Unconfirmed reports do not appear on
+      the website. A report is confirmed (and its state becomes <em>open</em>)
+      when:
+    </p>
+    <ul>
+      <li>
+        its creator clicks on the link in FixMyStreet's confirmation email, or
+      </li>
+      <li>
+        its creator was already logged in when the report was created, or
+      </li>
+      <li>
+        an <a href="{{ "/glossary/#administrator" | relative_url }}"
+        class="glossary__link">administrator</a> confirms it (by searching in
+        <strong>Reports</strong> and changing the state by clicking
+        <strong>edit</strong>).
+      </li>
+    </ul>
+  </dd>
+  <dt>
+    Open
+  </dt>
+  <dd>
+    <p>
+      An <em>open</em> report is one that has not been fixed or closed. This
+      generally means that the body has not yet attended to the problem. Also,
+      this implies that the report is not <em>unconfirmed</em> (see above). <a
+      href="{{ "/glossary/#staff-user" | relative_url }}" class="glossary__link">Staff users</a> can set
+      problems to have alternative "open" states, which by default are:
+    </p>
+    <ul>
+      <li>
+        <em>investigating</em>
+      </li>
+      <li>
+        <em>in progress</em>
+      </li>
+      <li>
+        <em>action scheduled</em>
+      </li>
+    </ul>
+    <p>This list of states can be edited in the admin interface.</p>
+  </dd>
+  <dt>
+    Fixed
+  </dt>
+  <dd>
+    <p>
+      <em>Fixed</em> reports are marked in two possible ways:
+    </p>
+    <ul>
+      <li>
+        <em>fixed - user</em>
+        <br>
+        If a user marks them as fixed in an <a href="{{ "/glossary/#update" | relative_url }}"
+        class="glossary__link">update</a>, or (for the report creator only) as part
+        of the process of answering the 4-week <a href="{{ "/glossary/#survey" | relative_url }}"
+        class="glossary__link">survey</a>.
+      </li>
+      <li>
+        <em>fixed - council</em>
+        <br>
+        If updated by a <a href="{{ "/glossary/#staff-user" | relative_url }}" class="glossary__link">staff
+        user</a> from the body responsible for that report.
+      </li>
+    </ul>
+  </dd>
+  <dt>
+    Closed
+  </dt>
+  <dd>
+    <p>
+      A <a href="{{ "/glossary/#staff-user" | relative_url }}" class="glossary__link">staff user</a>
+      associated with the report's body (or an <a
+      href="{{ "/glossary/#administrator" | relative_url }}" class="glossary__link">administrator</a>) can
+      mark a report as <em>closed</em> without declaring it to be
+      <em>fixed</em>. Possible states by default are:
+    </p>
+    <ul>
+      <li><em>no further action</em></li>
+      <li><em>not responsible</em></li>
+      <li><em>duplicate</em></li>
+      <li><em>internal referral</em></li>
+    </ul>
+    <p>This list of states can also be edited in the admin interface.</p>
+  </dd>
+  <dt>
+    Hidden
+  </dt>
+  <dd>
+    <p>
+      Reports can be hidden by an <a href="{{ "/glossary/#administrator" | relative_url }}"
+      class="glossary__link">administrator</a>, or (if the <a
+      href="{{ "/glossary/cobrand" | relative_url }}" class="glossary__link">cobrand</a> allows it) by a <a
+      href="{{ "/glossary/#staff-user" | relative_url }}" class="glossary__link">staff user</a> associated
+      with the body to which it was sent.
+    </p>
+    <p>
+      Hiding a report means that it is unpublished, and can no longer be seen
+      on the live site - usually because it is abusive or inappropriate.
+      Hidden reports remain in the database, and can be republished if
+      necessary.
+    </p>
+    <p>
+      Remember that a hidden report will probably have been sent to the <a
+      href="{{ "/glossary/#body" | relative_url }}" class="glossary__link">body</a> responsible (so it can
+      still be fixed) &mdash; hiding a report simply prevents it being displayed.
+    </p>
+  </dd>
+</dl>
+
+## Types of Tasks
+
+There are two main types of tasks for FixMyStreet <a
+href="{{ "/glossary/#administrator" | relative_url }}" class="glossary__link">administrators</a>.
+
+* **Maintenance** tasks can be fixed through the FixMyStreet admin interface.
+
+* **User support** is generally handled by email.
+
+The most common maintenance tasks are described below, based on our own
+experience with the UK site.
+
+<dl class="reveal-on-click" data-reveal-noun="types of task">
+  <dt>
+    Bounce-backs / dead email addresses from the bodies
+  </dt>
+  <dd>
+    <p>
+      When FixMyStreet sends a <a href="{{ "/glossary/#report" | relative_url }}"
+      class="glossary__link">problem report</a> to the <a href="{{ "/glossary/#body" | relative_url }}"
+      class="glossary__link">body</a> responsible, sometimes that email bounces
+      back. This usually means the <a href="{{ "/glossary/#contact" | relative_url }}"
+      class="glossary__link">contact</a> email address you've got for that body (and
+      that <a href="{{ "/glossary/#category" | relative_url }}" class="glossary__link">category</a>) is
+      wrong, or has changed.
+    </p>
+    <p>
+      You can tell which report &mdash; and which body and category &mdash;
+      caused the problem by looking at the returned email.
+    </p>
+    <p>
+      Then, in admin, go to <strong>Bodies</strong> and look at the contact
+      email addresses for that body. Check that the email address looks
+      correct (for example, if there are several, see if they adhere to the
+      same format).
+    </p>
+    <p>
+      If everything looks OK, you can check online to see if you can find a
+      better address. Otherwise, you'll need to contact the body and confirm
+      the correct email address to use.
+    </p>
+    <p>
+      Sometimes the email address may be correct, but there's another problem
+      which prevents it receiving the email (such as a full mailbox). Be sure
+      to check the error message that the mail server returned in the
+      bounce-back message.
+    </p>
+    <p>
+      When you have found the correct email address, make sure that you
+      re-send the report which bounced. And if you can't find an address, you
+      should contact the user to let them know that unfortunately you couldn't
+      deliver their report.
+    </p>
+  </dd>
+  <dt>
+    Removing personal data from reports or making them anonymous
+  </dt>
+  <dd>
+    <p>
+      Sometimes people include personal details such as their address in their
+      report. Or they forget to tick the box to make their reports anonymous.
+      Sometimes a user decides to make their report anonymous after they have
+      submitted it.
+    </p>
+    <p>
+      In all cases, you can edit the report in admin by going to
+      <strong>Reports</strong>. Find the report you want, then click on
+      <strong>Edit</strong>.
+    </p>
+    <p>
+      Remove the details that should not be shown (we recommend replacing them
+      with something like “[address removed, but sent to
+      <em>name-of-body</em>]”).
+    </p>
+    <p>
+      If necessary, you can mark the report as anonymous with the yes/no
+      selection box.
+    </p>
+    <p>
+      Be sure to save your changes (click <strong>submit changes</strong>)
+      when you've finished editing.
+    </p>
+  </dd>
+  <dt>
+    Removing reports when users say they didn't realise their report would be
+    public
+  </dt>
+  <dd>
+    <p>
+      Occasionally people who are reporting issues don't understand that the
+      site is public, and they don't want their name associated with the
+      report.
+    </p>
+    <p>
+      In the UK, mySociety's first step is to anonymise the report. If the
+      user insists that the report must be removed, you can hide it instead -
+      then let your user know that you've made the changes they asked for.
+    </p>
+    <p>
+      We're generally happy to hide such reports because we don't want to
+      anger our users. And although this removes them from the website, the
+      problem report will still have been sent to the body responsible.
+    </p>
+   </dd>
+  <dt>
+    Removing inappropriate reports
+  </dt>
+  <dd>
+    <p>
+      There is a 'report abuse' link at the foot of every report, which any
+      user can use to alert you to a report. You will sometimes receive emails
+      to tell you that a report or update is inappropriate or potentially
+      libellous.
+    </p>
+    <p>
+      UK law states that we can be held legally responsible for the content,
+      but only if we have been made aware of it. You should make yourself
+      familiar with the law in your own jurisdiction, and how it may affect
+      your liability.
+    </p>
+    <p>
+      In most cases, if a report has been brought to your attention, you
+      should hide it - unless there is clearly nothing wrong with it.
+    </p>
+    <p>
+      Abuse report emails contain the admin URL of the problem report, so you
+      can click on it and change its state to <em>hidden</em>.
+    </p>
+    <p>
+      It's generally a good idea to then tell the user who reported the abuse
+      that you have removed it. You may also wish to contact the abusive site
+      member to explain why their report has been removed.
+    </p>
+  </dd>
+  <dt>
+    Users who send a report to the support email address
+  </dt>
+  <dd>
+    <p>
+      On the UK FixMyStreet site we are careful to explain that we are an
+      independent organisation, and we do not fix street problems ourselves.
+    </p>
+    <p>
+      But we still frequently receive email that should have gone to a local
+      council. In other words, people click on the 'support' button and submit
+      a report, rather than going through the normal report-making process on
+      the site.
+    </p>
+    <p>
+      We send a carefully-worded response like this:
+    </p>
+    <div class="correspondence">
+      <p>
+        You have emailed the technical support team behind FixMyStreet, when
+        it looks as though you intended your message to go to your council.
+        FixMyStreet is an independent website through which you can contact
+        any council in the UK.
+      </p>
+      <p>
+        If you wish to report a problem please visit www.fixmystreet.com and
+        enter a postcode or street name near where the problem is located. You
+        will then be invited to click on a map to show where the problem is
+        occurring.
+      </p>
+      <p>
+        Your message is below so that you can copy and paste it into the form.
+        *Note that all messages appear on our website, as well as going to the
+        council*.
+      </p>
+      <p>
+        If you are able to take the time to let us know why you emailed this
+        address rather than file a report on the site, it would really help us
+        to make the process clearer for future users.
+      </p>
+    </div>
+    <p>
+      You are welcome to adapt this text to your own site's needs.
+    </p>
+  </dd>
+  <dt>
+    Manually changing users' email addresses </dt>
+  <dd>
+    <p>
+      Users cannot change their email addresses themselves. In admin, go to
+      <strong>Users</strong>, find the user (search by their name or the old
+      email address) and edit the email address to be the new one.
+    </p>
+  </dd>
+</dl>
+
+## Common user support queries
+
+Here is a list of the most common user support queries we get on the UK
+FixMyStreet site.
+
+<dl class="reveal-on-click" data-reveal-noun="support queries">
+  <dt>
+    A body wants to know what email addresses you have on file
+  </dt>
+  <dd>
+    <p>
+      In the UK, it's common for each body to have multiple <a
+      href="{{ "/glossary/#contact" | relative_url }}" class="glossary__link">contacts</a> (usually email
+      addresses) &mdash; for more information, see <a
+      href="{{ "/running/bodies_and_contacts/" | relative_url }}">About bodies and contacts</a>. Your
+      site may be the same.
+    </p>
+    <p>
+      Often, a body will make contact to ask where your reports are being
+      sent. Perhaps they are changing addresses, or they are puzzled because
+      they can see reports on the site but don't know who is receiving them.
+    </p>
+    <p>
+      It's worth being friendly and helpful - if you have a good relationship
+      with the body, they will inform you when their contact details change,
+      and are more likely to treat your users' reports with respect.
+    </p>
+    <p>
+      Note that you can quickly copy and paste all email addresses for a body
+      by clicking on <strong>text only version</strong> on that body's page.
+    </p>
+  </dd>
+  <dt>
+    Body replies to you, not the user
+  </dt>
+  <dd>
+    <p>
+      This can happen if the body has set up their auto-response system
+      incorrectly, for example, the body has used your support email address
+      instead of responding directly to a user.
+    </p>
+    <p>
+      Forward the email to the user. Let the body know you've had to do this,
+      and point out the correct email address to use (FixMyStreet sends its
+      emails with the reply-to field set to that of the user who reported the
+      problem).
+    </p>
+  </dd>
+  <dt>
+    Press enquiries or data/statistic enquiries
+  </dt>
+  <dd>
+    <p>
+     Currently any requests for data or statistics that cannot be seen on the
+     admin summary page have to be handled by a developer, by making SQL
+     queries directly on the database.
+    </p>
+    <p>
+      <a href="{{ "/glossary#staff-user" | relative_url }}" class="glossary__link">Staff users</a> can see
+      the <a href="{{ "/glossary#dashboard" | relative_url }}" class="glossary__link">dashboard</a> for
+      their own body by going to <code>/dashboard</code> when they are logged
+      into the public site. If they don't have a staff user set up, offer to
+      do this for them: see <a href="{{ "/running/users/" | relative_url }}">managing users</a>.
+    </p>
+  </dd>
+  <dt>
+    User needs help on how to make a report on the site
+  </dt>
+  <dd>
+    <p>
+      Sometimes you may get an email from a user saying the site isn't
+      working, or they can't use it. Remember that your users come from all
+      sectors of society, including the very elderly or those who are not used
+      to computers.
+    </p>
+    <p>
+      You will often need to write back to clarify the problem. Ask for as
+      much detail as possible about their operating system and browser - in
+      simple words - and ask them to describe the issue precisely.
+    </p>
+    <p>
+      Often there is no problem with the site (although you should never be
+      certain of that until you have checked). Maybe the user has not seen the
+      submit button, or doesn't understand how to upload a photo, or has not
+      understood how the site works for some other reason.
+    </p>
+    <p>
+      Step-by-step instructions by email can almost always help.
+    </p>
+  </dd>
+  <dt>
+    User does not receive report confirmation email
+  </dt>
+  <dd>
+    <p>
+      <strong>This is almost always because the automated confirmation email
+      has gone into the user's spam folder</strong>.
+    </p>
+    <p>
+      Ask the user to look in their spam folder (and mark email coming from
+      your domain as "not spam" so future emails don't get caught in the same
+      way). If they still can't find it, you can confirm the report from
+      within admin (see <a href="#report-states">Report States</a>, above).
+    </p>
+    <p>
+      If you're running FixMyStreet on your own server, you (or your system
+      administrator) can check your outgoing email logs to confirm that the
+      user's mail server accepted delivery from your end.
+    </p>
+  </dd>
+  <dt>
+    User wants to know how to change their password
+  </dt>
+  <dd>
+    <p>
+      Users don't need a password to use FixMyStreet - they can click the link
+      in the confirmation email instead. But if a user makes a large number of
+      reports, it makes sense to have a password. If they are logged into the
+      site, they do not have to confirm reports via the email link.
+    </p>
+    <p>
+      Any user can set a new password at any time.
+    </p>
+    <p>
+      We send this response to requests to change the password:
+    </p>
+    <div class="correspondence">
+      When you next create a problem report or update, simply choose the
+      option that says 'No, let me confirm by email'. You will be able to
+      create a new password at that point. This will send you a confirmation
+      email. Clicking the link in that email will update your password for
+      you.
+      <p>
+        Alternatively, you can visit https://www.fixmystreet.com/auth and do
+        the same (that is, choose the 'no' option and input your new
+        password).
+      </p>
+    </div>
+    <p>
+      Of course, make sure you change the URL in that message to match your
+      own installation.
+    </p>
+    <p>
+      Note that there's no need to provide the old password, because the
+      change requires the user to click on the confirmation link in the email.
+    </p>
+  </dd>
+  <dt>
+    User wants to edit their problem report
+  </dt>
+  <dd>
+    <p>
+      A user cannot change their message once they have submitted it &mdash; and
+      remember that the report will have already been sent to the body
+      responsible.
+    </p>
+    <p>
+      However, if there is a good case for changing the post on the website,
+      you can do this in the admin. Go to <strong>Reports</strong>, find the
+      report you want, and click on <strong>Edit</strong>.
+    </p>
+    <p>
+      Be sure to save your changes (click <strong>submit changes</strong>)
+      when you've finished editing.
+    </p>
+  </dd>
+  <dt>
+    User requests a new feature or reports a bug
+  </dt>
+  <dd>
+    <p>
+      You can log feature requests and bug reports by submitting (or, if you
+      prefer, by asking your developer to submit) an issue to the public
+      FixMyStreet <a
+      href="https://github.com/mysociety/fixmystreet/issues">GitHub
+      repository</a>.
+    </p>
+    <p>
+      Always search the issues first to check that it hasn't already been
+      raised. If it has, you can add a comment noting that it's been requested
+      again by another user.
+    </p>
+    <p>
+      When users in the UK contact FixMyStreet support with a request for a
+      new feature, we also reply to thank the person for taking an interest in
+      the site. We really do change FixMyStreet in response to user feedback!
+    </p>
+  </dd>
+  <dt>
+    User can't find a relevant category for their problem
+  </dt>
+  <dd>
+    <p>
+      FixMyStreet constructs the list of <a href="{{ "/glossary/#category" | relative_url }}"
+      class="glossary__link">categories</a> of report (for example, "Pothole" or
+      "Graffiti") based on what services the body (or bodies) <em>in that <a
+      href="{{ "/glossary/#area" | relative_url }}" class="glossary__link">area</a></em> provide. See <a
+      href="{{ "/running/bodies_and_contacts/" | relative_url }}">Managing bodies and contacts</a> to
+      see how this works.
+    </p>
+    <p>
+      This has two important consequences: it means the list of categories may
+      be different depending on <em>where</em> the user is reporting the
+      problem, and it means that sometimes the category the user wants is not
+      available.
+    </p>
+    <p>
+      When you add categories for the bodies in your FixMyStreet installation,
+      you should consider adding an "Other" category &mdash; provided, of course,
+      that the body has a general email address for such requests to go to.
+    </p>
+    <p>
+      Be careful, though, because if multiple bodies at the same location
+      offer a category called "Other", FixMyStreet &mdash; correctly &mdash; will send
+      such reports to all of them.
+    </p>
+    <p>
+      To understand more about about this, see <a
+      href="{{ "/running/bodies_and_contacts/" | relative_url }}">Managing bodies and contacts</a>.
+    </p>
+  </dd>
+  <dt>
+    Report has gone to wrong body
+  </dt>
+  <dd>
+    <p>
+     Sometimes a report is sent to the wrong body because the user has placed
+     the pin wrongly, putting the report in a different administrative
+     jurisdiction. Or perhaps the user has chosen the wrong category, routing
+     the report to a different body.
+    </p>
+    <p>
+      mySociety replies to the user asking them to resubmit the report with
+      the pin more correctly positioned, or the right category selected.
+    </p>
+    <p>
+      This problem may indicate that the boundary data you are using is either
+      incorrect, or not accurate enough &mdash; for more information, see <a
+      href="{{ "/customising/fms_and_mapit/" | relative_url }}">How FixMyStreet uses MapIt</a>.
+    </p>
+  </dd>
+  <dt>
+    User wants to unsubscribe from local alerts
+  </dt>
+  <dd>
+    <p>
+      Alerts are sent as emails: there's an unsubscribe link at the foot of
+      each one, so usually you just need to point this out politely.
+      <!-- TODO should be able to unsubscribe them in the admin -->
+    </p>
+  </dd>
+  <dt>
+    User just wants to send praise or thanks
+  </dt>
+  <dd>
+    <p>
+      It's nice to hear! mySociety's FixMyStreet administrator shares these
+      with the team and will always write back to the user to thank them.
+    </p>
+  </dd>
+  <dt>
+    The maps are out of date because there's been new development in the
+    user's area
+  </dt>
+  <dd>
+    <p>
+      Your FixMyStreet installation will normally be using maps from an
+      external source &mdash; by default this is <a href="{{ "/glossary/#openstreetmap" | relative_url }}"
+      class="glossary__link">OpenStreetMap</a>.
+    </p>
+    <p>
+      For the UK FixMyStreet, we use maps produced by the government (Ordnance
+      Survey), and we advise our users to contact them with any errors. Other
+      installations use custom maps too, so the remedy to this problem will be
+      different in different locations.
+    </p>
+    <p>
+      OpenStreetMap is an editable project, so it is possible to encourage
+      users &mdash; or your own team &mdash; to update the map information. It will take
+      a while for the map tiles to update, so these changes might not appear
+      on your own site immediately.
+    </p>
+  </dd>
+</dl>
+<div class="attention-box helpful-hint">
+  <p>
+    A tip from Myf, who looks after the UK FixMyStreet site:
+  </p>
+  <p>
+    “User Support got much quicker for me once I assembled a spreadsheet with
+    the responses to all our most common questions and enquiries - it took a
+    while to put together (because I was learning the ropes) but once it was
+    done, I could just copy and paste, and I can now send the majority of
+    replies off with just a few modifications.
+  </p>
+  <p>
+    I'd really recommend that approach. As well as saving me time, it means I
+    can hand user support over to others when needed, for example, when I go
+    on holiday.”
+  </p>
+</div>
+
+## How the site may be abused
+
+Any website that accepts input from the public can attract abuse - but our
+experience from the UK FixMyStreet site is that it's rare. The following
+section discusses some issues you should be aware of.
+
+### Obscene, rude or illegal material
+
+People may occasionally post rude, defamatory or vexatious material. Here's
+our official policy from the UK FixMyStreet site:
+
+<div class="correspondence">
+  FixMyStreet does not moderate reports before they appear on the site, and we
+  are not responsible for the content or accuracy of material submitted by our
+  users. We will remove any problem report containing inappropriate details
+  upon being informed, a process known as reactive moderation. Many sites
+  utilise this process, for example the BBC, as explained here:
+  <a href="http://news.bbc.co.uk/1/hi/help/4180404.stm">http://news.bbc.co.uk/1/hi/help/4180404.stm</a>.
+</div>
+
+If a user gets in touch to complain about a report, it is sometimes because
+they are offended or distressed by the content. Sometimes a report will
+contain their name and address, and may be a top result when they search for
+themselves on Google.
+
+Understandably, they may be upset or angry. Once you have made any necessary
+modifications to the report - or removed it completely - you should reply
+politely and calmly. Tell the user what action you have taken, and let them
+know about the site policy.
+
+It is important to make it clear that the views our users post on FixMyStreet
+are not the views of mySociety.
+
+We don't perform proactive moderation (that is, checking everything *before*
+publishing it on the site) for two reasons.
+
+First, for the quantity of traffic we handle, it would be impractical. Second,
+doing so would make us liable for the content under UK law. You will need to
+check what the law is in your country, and how best to deal with issues such
+as these.
+
+The FixMyStreet code *does* support moderation-before-publication, although
+this is currently only enabled in the Zurich cobrand.
+
+### Spam reports
+
+Many sites which publish user-generated content suffer from spam - that is,
+automated bots posting messages.
+
+On the UK FixMyStreet site, we do not receive many spam reports. Currently it
+is almost entirely prevented by the confirmation link process.
+
+However, we cannot say that this will always be true, and you will need to be
+aware of this possibility.
+
+If your site does start to suffer from spam, please share your experience with
+mySociety and the community, because it's likely that solutions and responses
+to the problem will be useful to everyone.
+
+### Silly or time-wasting reports
+
+Occasionally a user will post a nonsensical report, just for amusement.
+
+Although such things generally seem harmless, remember that, in the age of
+social media, a link to amusing content can spread fast.
+
+In the UK, we've had one memorable case where the comedy report was publicised
+in many media, and was eventually reported on the BBC website.
+
+You may be thinking that it's great publicity for your site, but remember that
+these reports do get sent through to the bodies responsible. FixMyStreet's
+role as a credible source of reports may be undermined if this happens too
+often.
+
+Also, unfortunately, once one silly report has been made, it often gives other
+users the idea to do the same.
+
+Consequently, on the UK FixMyStreet site we have a policy of hiding such
+reports as soon as we are aware of them, to prevent other users being
+encouraged to copy the behaviour.
+
+### Abuse: conclusion
+
+In practice, "problem users" are judged on a one-by-one basis. You can flag a
+user or a report as problematic, and then, if they transgress again, you can
+ban their email address by adding it to the "abuse list". See [managing
+users](/running/users/) for details.
+
+It's a good idea to agree on a policy for dealing with abuse issues, and to
+make sure all your administrators know what it is.
+
+## Software updates
+
+The FixMyStreet platform is under constant development. This means that new
+features and improvements are made from time to time: we announce new releases
+(which have version numbers) on the [fixmystreet.org blog](/blog), and on
+the mailing list (see [more about staying in touch](/community)).
+
+Updating is a technical activity, and you'll need to log into the server's
+"command shell" to do it &mdash; so ask your developer to do this for you if you're
+not confident.
+
+If you've installed FixMyStreet as a git repository cloned from
+[github.com/mysociety/fixmystreet](https://github.com/mysociety/fixmystreet) &mdash;
+which will be the case if you've followed our installation instructions &mdash;
+your developer should find it easy to update. Make sure they know that
+sometimes these updates do require changes to the database schema too (look
+for new migration files in the `db` directory). Always check the version
+release notes (for example, on the blog) because we'll mention such things
+there.
+
+## And finally...
+
+We wish you all the best with your FixMyStreet problem reporting site.
+
+If you're running an installation outside the UK please let us know by
+emailing international&#64;mysociety.org. If you have any questions, don't
+hesitate to <a href="{{ "/community/" | relative_url }}">contact us</a> and we'll get back to you as
+soon as possible with an answer.
+
diff --git a/docs/running/bodies_and_contacts.md b/docs/running/bodies_and_contacts.md
new file mode 100644
index 000000000..86d06f560
--- /dev/null
+++ b/docs/running/bodies_and_contacts.md
@@ -0,0 +1,194 @@
+---
+layout: page
+title: Bodies and Contacts in FixMyStreet
+author: dave
+---
+
+# Managing bodies and contacts in FixMyStreet
+
+<p class="lead">A <strong><a href="/glossary/#body" class="glossary__link">body</a></strong> is the authority to which problem
+reports will be sent. Each body needs one or more <strong><a href="{{ "/glossary/#contact" | relative_url }}" class="glossary__link">contacts</a></strong>
+(typically these are email addresses) to which particular
+<strong><a href="{{ "/glossary/#category" | relative_url }}" class="glossary__link">categories</a></strong> of problem are sent. </p>
+
+For [FixMyStreet in the UK](https://www.fixmystreet.com/), bodies are councils (county, district, and metropolitan).
+
+## How to add (or edit) a body
+
+You need access to the administration pages of your FixMyStreet installation.
+By default, this is at `/admin`.
+
+Click on **Bodies** and fill in the form. Normally, you _must_ provide a name
+and pick at least one area it covers. See [How FixMyStreet uses
+MapIt](/customising/fms_and_mapit) for more information on how these areas are chosen.
+
+You can specify a <strong><a href="{{ "/glossary/#send-method" | relative_url }}" class="glossary__link">send method</a></strong>. This is *how* FixMyStreet will send the
+problem reports to this body.
+
+If you leave it blank, **send method will default to email**.
+
+A body can have none, one, or many contacts. We strongly recommend every body
+has at least one.
+
+## Add contacts for every category of problem this body can handle
+
+Even if you only have one email address for the body, you can add multiple
+contacts, because each contact is for a particular **category** of problem. So
+even if all the contacts' email addresses are the same, FixMyStreet treats
+them separately. This often makes sense because the body passes these reports
+on to different departments internally. This is also the mechanism FixMyStreet
+uses to describe the category of the problem to the body: it's included,
+clearly, in the email that is sent.
+
+Here's an example of a body and its contacts:
+
+    Body: South Borsetshire District Council
+
+    Contacts:
+
+      Category              Email
+      ---------------------------------------------------
+      Bridges               road_department@sbdc.gov.uk
+      Potholes              road_department@sbdc.gov.uk
+      Traffic lights        road_department@sbdc.gov.uk
+      Graffiti              services@sbdc.gov.uk
+      Street lighting       lights@sbdc.gov.uk
+      Other                 enquiries@sbdc.gov.uk
+
+Problems about bridges, potholes, and traffic lights in South Borsetshire all
+get sent to the same email address. Don't worry about the order in which the
+contacts appear in the admin, because FixMyStreet sorts them before presenting
+them to the user.
+
+The FixMyStreet admin makes it easy to change your setup if the body changes
+its email addresses or even adds a new department after your site is running.
+
+<div class="attention-box warning">
+<h3>A body with no contacts will never receive any reports</h3>
+<p>
+We do not recommend you run your installation of FixMyStreet with bodies that
+have no contacts. Problems submitted to such a body will remain on the site
+but will not be sent. Problems like this may never get fixed.
+</p>
+<p>
+You really need to find at least one working contact for each body to which
+you want to send reports. This isn't a technical problem, but it can be one of
+the more difficult parts about setting up FixMyStreet.
+</p>
+</div>
+
+### Normally, contacts use email addresses
+
+In most new installations, each contact needs an email address because
+FixMyStreet will send the problem report to the body by email (that's the
+default **send method** for bodies). Make sure you enter the correct email
+address! Note that the public users of FixMyStreet do not automatically see
+these email addresses, because FixMyStreet sends them directly to the body and
+not to the user.
+
+If you're only using email as the send method (which is by far the most
+common), you don't need to provide any more data (such as endpoints or API
+keys). These fields are for alternatives to email.
+
+### Alternatives to email addresses
+
+Although the default method for sending reports is email, there are other ways
+of sending the reports. Note, though, that alternatives to email are only
+possible if the body to which you are trying to send reports supports them.
+Some do; many do not.
+
+See
+[more about integration]({{ "/customising/integration/" | relative_url }})
+to understand the different ways this can work. The first stage of
+integration is injecting problem reports directly into the body's back-end
+system.
+
+We like
+<a href="{{ "/glossary/#open311" | relative_url }}" class="glossary__link">Open311</a>,
+which is an open standard for
+submitting problem reports to a body automatically (by sending the data
+directly to a webservice that consumes it). FixMyStreet also has a number of
+other, custom, methods for submitting data that we've written for specific
+councils in the UK: if you need to write your own, look at the code or ask us
+to help you. Custom integrations can sometimes be difficult, depending on how
+easy it is to get data in and out of the body's internal, back-end systems.
+
+You can change a body's send method -- for example, if you start by sending
+emails, but then discover the body is running an Open311 server, it's easy to
+change over. Note that if you choose a different send method, FixMyStreet will
+need some extra information, such as the URL of the body's endpoint. This
+appears on the form if it's needed.
+
+For more information about Open311, see [this blog post explaining
+it](https://www.mysociety.org/blog/open311-explained).
+
+#### Not all of a body's contacts need to be sent the same way
+
+In fact, if you're working on an installation that can connect to bodies using
+a method other than email, not *all* of a body's contacts need to be sent the
+same way. It's possible to specify a different
+<a href="{{ "/glossary/#send-method" | relative_url }}" class="glossary__link">send method</a>
+for an individual contact. To do this you need to tell FixMyStreet that, for
+this body, the decision of which send method to use can be
+<a href="{{ "/glossary/#devolve" | relative_url }}" class="glossary__link">devolved</a>
+to the contacts. You'll need to edit the body (in `/admin`) and check the box
+marked "Contacts can be devolved". Then mark each of the contacts that are not
+using the body's send method (which by default is email) as "devolved", and
+specify their own send method and details.
+
+## Deleting contacts
+
+If a contact is no longer valid, you can delete it or mark it as inactive. Find
+it on the body's admin page, click to edit it, and select **inactive** or
+**deleted**.
+
+Inactive contacts can still be filtered on map pages, but deleted contacts will
+not appear there at all. Neither sort of contact can be used for new reports.
+
+Deleted contacts are not removed from the FixMyStreet database because doing
+so might break any existing problem reports that used it.
+
+## Deleting bodies
+
+It's unusual to need to delete a body, but it sometimes happens &mdash; for
+example, if a body ceases to exist because it has merged with an existing
+one. If this happens, remember that you may also need to create a new body, or
+change the
+<a href="/glossary/#area" class="glossary__link">admin boundary</a>
+of an existing one.
+
+To delete a body, go to the body's admin page to edit it. Tick the checkbox
+marked **Flag as deleted**, and then click **Update body**.
+
+This does not remove the body from the FixMyStreet database (because there may
+be existing problem reports that depend on it). The reports, and the "deleted"
+body, remain as historic data. Users cannot submit reports to a deleted body.
+
+<div class="attention-box warning">
+  If you're testing FixMyStreet and you're sure you want to <em>really</em>
+  delete a body, because you just created it as test, you need to delete it
+  directly within the database.
+  You cannot do destructive deletion like this through the admin interface.
+  <p>
+    We recommend you do your testing on a
+    <a href="/glossary/#staging" class="glossary__link">staging site</a>
+    rather than
+    <a href="/glossary/#production" class="glossary__link">production</a>.
+  </p>
+</div>
+
+In the UK, where FixMyStreet has been running for a long time, there have
+been several changes to the councils that we cover. You can see deleted councils
+marked in grey on [the list of councils](https://www.fixmystreet.com/reports).
+We handle deleted councils as a special case because we want to direct the user
+to the appropriate extant body instead. For example, see the page for
+[Alnwick Council's reports](https://www.fixmystreet.com/reports/Alnwick); that
+council ceased to exist in 2009.
+
+If you want to replicate behaviour like this on your site, copy the
+`reports/_body_gone.html` template from the `fixmystreet.com` cobrand into your
+own <a href="/glossary/#cobrand" class="glossary__link">cobrand</a>,
+<a href="/customising/templates/">customise it</a>, and make sure you update
+the body to not be associated with any area. You can do this by editing the
+body, and at the **Area covered** drop-down menu making sure no areas are
+selected.
diff --git a/docs/running/example_press_releases.md b/docs/running/example_press_releases.md
new file mode 100644
index 000000000..9a68cfd87
--- /dev/null
+++ b/docs/running/example_press_releases.md
@@ -0,0 +1,316 @@
+---
+layout: page
+title: Example press releases
+author: myf+dave
+---
+
+# Example press releases
+
+Here are templates for two types of press release: one [for national
+media](#national) and one [for local media](#local). These templates show you
+what to include in a standard press release.
+
+Adapt the wording so that it’s suitable for your project — or of course, you
+may wish to write your own press releases from scratch.
+
+Then send it to your media contacts, as described in our 
+[guide to promoting FixMyStreet]({{ "/running/promotion" | relative_url }}).
+
+It’s best to copy and paste the text into the body of an email, rather than
+send it as an attachment: journalists say that they are far more likely to read
+an email than an attachment.
+
+<a name="national">&nbsp;</a>
+
+## Press release 1: For national media
+
+<input type="button" class="toggle-button" value="Show/hide explanations" data-target="national-press-release"/>
+
+<div class="mock-document" id="national-press-release">
+  <div class="attention-box helpful-hint">
+    <p>
+      Headline: Put a large headline at the top; you can also use the same
+      wording as the title of your emails, prefaced by the words: PRESS RELEASE.
+    </p>
+    <p>
+      You don’t have to use this sentence, but try to think of a short
+      statement that will attract journalists’ attention as well as explaining
+      what your site will do.
+    </p>
+  </div>
+
+  <h2><span class="replace-text">[Your site’s name]</span>: a new way to get your community fixed</h2>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      If you would like to send your press release before launch, to give
+      journalists a little time to write their story, include an embargo
+      date/time. That means they won’t publish anything until this date.
+      Typically embargo times are given as 12:01am.
+    </p>
+  </div>
+  <h3>EMBARGO: <span class="replace-text">[Date/time]</span></h3>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      Include the URL of your FixMyStreet site, and any other URL that’s
+      useful, eg your organisation’s website.
+    </p>
+  </div>
+  <h3>LINK/S: <span class="replace-text">[URLs]</span></h3>
+    
+  <div class="attention-box helpful-hint">
+    <p>
+      Your name and email address/phone number
+    </p>
+  </div>
+  <h3>CONTACT: <span class="replace-text">[hello@example.org]</span></h3>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      Three or four bullet points which summarise the main content of the press
+      release. If you have a quote from a councillor or mayor, so much the
+      better, but if not, it’s fine to quote yourself.
+    </p>
+  </div>
+  <uL>
+    <li>
+      <span class="replace-text">[Name of site]</span> launches today
+    </li>
+  </uL>
+  
+  <div class="attention-box helpful-hint">
+    <p>
+      List the most common problems in your own country:
+    </p>
+  </div>
+  
+  <ul>
+    <li>
+      Report potholes, broken pavements and other community problems to the
+      authorities responsible for getting them fixed
+    </li>
+  </ul>
+  <ul>
+    <li>
+      “A revolution in citizen to government communication” says founder
+    </li>
+  </ul>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      This is the main body of your press release. Keep it fairly succinct:
+      5&ndash;10 paragraphs of 1&ndash;2 sentences each is plenty. You can, of
+      course, alter the text to make it more appropriate to your country’s own
+      circumstances.
+    </p>
+  </div>
+
+  <p>
+    <span class="replace-text">[Name of your site]</span>, a new and simple way
+    for citizens to report street faults, launches today.
+  </p>
+  <p>
+    Most people know that it’s the council’s job to fix problems like potholes,
+    dangerous pavements or broken street lights. But reporting such problems
+    can often be a difficult task. People don’t always know which council area
+    they are in. Even if they do, they’re often faced with a lack of
+    information online, or hard-to-navigate web forms.
+  </p>
+  <p>
+    Now, a new website simplifies the process for people in <span
+    class="replace-text">[name of your country or the area that your site
+    covers]</span>.
+  </p>
+  <p>
+    With <span class="replace-text">[name of your site]</span>, a project from
+    <span class="replace-text">[your organisation]</span>, all the user has to
+    do is put a pin in a map to show where the problem is, then add a few lines
+    of text to describe the issue. Optionally, they can also add a photo.
+  </p>
+  <p>
+    <span class="replace-text">[Name of site]</span> sends the issue to the
+    right department of the right council: the user doesn’t even have to know
+    which jurisdiction they are in. From the council’s side, responding to the
+    problem report is as simple as replying to any other email.
+  </p>
+  <p>
+    Reports are already flooding in, including <span class="replace-text">[list
+    some interesting existing reports, with links]</span>.
+  </p>
+  <p>
+    <span class="replace-text">[Name of site]</span> also publishes all reports
+    online, eventually building into a rich resource showing what the prevalent
+    types of problem are in any area. The site uses the FixMyStreet Platform
+    open source software, which has proven effective in the UK and across more
+    than 20 other countries around the world.
+  </p>
+  <p>
+    <span class="replace-text">[Your name]</span>, <span
+    class="replace-text">[your job title or description]</span>, says, “<span
+    class="replace-text">[add a quote here]</span>”.
+  </p>
+  <p>
+    <span class="replace-text">[Name of site]</span> is ready to send off your
+    street fault reports: give it a try at <span
+    class="replace-text">[URL]</span>.
+  </p>
+</div>
+
+<a name="local">&nbsp;</a>
+
+## Press release 2: For regional/local media
+
+<input type="button" class="toggle-button" value="Show/hide explanations" data-target="local-press-release"/>
+
+<div class="mock-document" id="local-press-release">
+  <div class="attention-box helpful-hint">
+    <p>  
+      Headline: Put a large headline at the top; you can also use the same
+      wording as the title of your emails, prefaced by the words: PRESS RELEASE.
+    </p>
+    <p>
+      You don’t have to use this sentence, but try to think of a short
+      statement that will attract journalists’ attention as well as explaining
+      what your site will do. Include the name of the local area so they can
+      see how relevant it is to their audience.
+    </p>
+  </div>
+  <h2>
+    <span class="replace-text">[Your site’s name]</span>: a new way to get
+    <span class="replace-text">[city or county name]</span> fixed
+  </h2>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      If you would like to send your press release before launch, to give
+      journalists a little time to write their story, include an embargo
+      date/time. That means they won’t publish anything until this date.
+      Typically embargo times are given as 12:01am.
+    </p>
+  </div>
+  <h3>
+    EMBARGO: <span class="replace-text">[Date/time]</span>
+  </h3>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      Include the URL of your FixMyStreet site, and any other URL that’s
+      useful, eg your organisation’s website.
+    </p>
+  </div>
+  <h3>
+    LINK/S: <span class="replace-text">[URLs]</span>
+  </h3>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      Your name and email address/phone number
+    </p>
+  </div>
+  <h3>
+    CONTACT: <span class="replace-text">[hello@example.org]</span>
+  </h3>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      Three or four bullet points which summarise the main content of the press
+      release. If you have a quote from a councillor or mayor, so much the
+      better, but if not, it’s fine to quote yourself.
+    </p>
+  </div>
+  <ul>
+    <li>
+      <span class="replace-text">[Name of site]</span> launches today
+    </li>
+  </ul>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      List the most common problems in your own country:
+    </p>
+  </div>
+  <ul>
+    <li>
+      Now it’s simple for residents of <span class="replace-text">[city or
+      county name]</span> to report potholes, broken pavements and other
+      community problems
+    </li>
+  </ul>
+
+  <ul>
+    <li>
+      “Let’s get <span class="replace-text">[name of city or county]</span>
+      fixed”, says founder
+    </li>
+  </ul>
+
+  <div class="attention-box helpful-hint">
+    <p>
+      This is the main body of your press release. Keep it fairly succinct:
+      5&ndash;10 paragraphs of 1&ndash;2 sentences is plenty. You can, of
+      course, alter the text to make it more appropriate to your country’s own
+      circumstances.
+    </p>
+  </div>
+  <p>
+    <span class="replace-text">[Name of your site]</span>, a new and simple way
+    for <span class="replace-text">[city or county name]</span> to report
+    street faults, launches today.
+  </p>
+  <p>
+    Most people know that it’s the council’s job to fix problems like potholes,
+    dangerous pavements or broken street lights <span class="replace-text">[or
+    substitute the common problems in that region]</span>. But reporting such
+    problems can often be a difficult task. People don’t always know which
+    council department to contact. Even if they do, they’re often faced with a
+    lack of information online, or hard-to-navigate web forms.
+  </p>
+  <p>
+    Now, a new website simplifies the process for people in <span
+    class="replace-text">[city or county name]</span>.
+  </p>
+  <p>
+    <span class="replace-text">[Name of your site]</span>, a project from <span
+    class="replace-text">[your organisation]</span>, covers the whole of <span
+    class="replace-text">[the country/name of city]</span>, using smart
+    technology to send problems to the department responsible for getting them
+    fixed.
+  </p>
+  <p>
+    All the user has to do is put a pin in a map to show where the problem is,
+    then add a few lines of text to describe the issue. Optionally, they can
+    also add a photo.
+  </p>
+  <p>
+    <span class="replace-text">[Name of site]</span> sends the issue to the
+    right department of the council: the user doesn’t even have to know which
+    jurisdiction they are in. From the council’s side, responding to the
+    problem report is as simple as replying to any other email.
+  </p>
+  <p>
+    <span class="replace-text">[Name of site]</span> also publishes all reports
+    online, eventually building into a rich resource showing what the prevalent
+    types of problem are in any area. Residents of <span
+    class="replace-text">[city/county name]</span> have already reported issues
+    such as <span class="replace-text">[list some existing reports, with
+    links]</span>.
+  </p>
+  <p>
+    The site uses the FixMyStreet Platform open source software, which has
+    proven effective in the UK and across more than 20 other countries around
+    the world.
+  </p>
+  <p>
+    <span class="replace-text">[Your name]</span>, <span
+    class="replace-text">[your job title or description]</span>, says, “<span
+    class="replace-text">[add a quote here, perhaps mentioning the city or
+    county]</span>”.
+  </p>
+  <p>
+    <span class="replace-text">[Name of site]</span> is ready to send off your
+    street fault reports: give it a try at <span
+    class="replace-text">[URL]</span>.
+  </p>
+
+</div>
diff --git a/docs/running/index.md b/docs/running/index.md
new file mode 100644
index 000000000..e552826dd
--- /dev/null
+++ b/docs/running/index.md
@@ -0,0 +1,44 @@
+---
+layout: page
+title: Running FixMyStreet
+author: dave
+---
+
+# Running FixMyStreet
+
+<p class="lead">After you've installed FixMyStreet, you need to manage the
+site. The information here will help you with the common tasks needed to keep
+everything running smoothly. </p>
+
+<div class="row-fluid">
+<div class="span6">
+<ul class="nav nav-pills nav-stacked">
+<li><a href="admin_manual/">Administrator's manual</a></li>
+<li><a href="staff/">Staff user's manual</a></li>
+<li><a href="bodies_and_contacts">About managing bodies and contacts</a></li>
+<li><a href="users">About users</a></li>
+</ul>
+</div>
+</div>
+
+## Accessing the admin pages
+
+By default the administration pages for FixMyStreet can be found on your
+installation at `/admin`.
+
+When you first deploy your installation of FixMyStreet, this is just a public
+directory. Obviously, for a
+<a href="{{ "/glossary/#production" | relative_url }}" class="glossary__link">production</a>
+server you should **restrict access to
+authorised users only**. For example, if you're running the Apache webserver,
+you can use `htaccess` to do this.
+
+<div class="attention-box warning">
+  <p><strong>You <em>must</em> restrict access to admin</strong>
+    <br>
+    Never put your FixMyStreet site live until you have protected
+    your admin pages.
+  </p>
+</div>
+
+If you can configure your webserver to only allow access to the admin URLs over https, then you should do that, and deny access any other way. It's also a good idea to IP-restrict access to admin URLs if you know where your authorised users will be accessing them from.
diff --git a/docs/running/promotion.md b/docs/running/promotion.md
new file mode 100644
index 000000000..d20c19695
--- /dev/null
+++ b/docs/running/promotion.md
@@ -0,0 +1,512 @@
+---
+layout: page
+title: Promoting your FixMyStreet
+author: myf
+---
+
+# How to promote your FixMyStreet site
+
+So your site is up and running, emails are going off to the right places and
+everything looks good. There’s just one more thing you need: some users.
+
+When people think of the phrase ‘publicity campaign’, they may imagine
+expensive TV advertisements, billboard posters and magazine spreads.
+
+But there are plenty of ways to promote your site that cost nothing, or only a
+little. In this guide, we will be looking at some of the most effective ways
+you can publicise your site on a low budget.
+
+Anyone can manage the actions we’re about to run through, and we promise they
+will bring you more users.
+
+## Things to do before you launch
+
+### Four weeks before launch: make plans
+
+Will you have a launch party or other event? Who will you invite? Do you need
+printed materials? Now is the time to get everything in place.
+
+*Launch parties are not vital, but if you have contacts in the media or local
+government, they’re a good way to make a bit of a splash. They don’t have to be
+expensive: all you need is a few snacks and a good presentation.*
+
+### Three weeks before launch: start filling your site with content
+
+When people start to visit your site, ideally it will already look like a
+successful project that is getting problems fixed.
+
+Consider asking your friends and family to start using it before your official
+launch, so that there is plenty of activity on display.
+
+Or invite your supporters to be ‘beta testers’, with early access to the site.
+If you have a mailing list or newsletter, you can invite your subscribers. If
+you prefer to keep your site protected until your launch, you can always share
+the password with this small group of early users.
+
+If all else fails, post some reports yourself!
+
+### Two weeks before launch: gather media contact details
+
+You’ll be sending announcements to the media, so you’ll need to gather the relevant email addresses before your launch date. 
+
+There are often useful lists of these online - search for things like ‘press contact lists’ or ‘media contacts’. 
+
+Otherwise, most publications provide a contact page. Put together a spreadsheet of addresses that you can use to send out your press releases when the time comes. Here’s what your spreadsheet might look like at this stage:
+
+<table class="table promo-spreadsheet">
+  <tr class="sheet-header">
+    <th colspan="6">National press</th>
+  </tr>
+  <tr>
+    <th>Name</th>
+    <th>Contact</th>
+    <th>Email address</th>
+    <th>Did they write about us?</th>
+    <th>Link to story</th>
+    <th>Journalist’s name</th>
+  </tr>
+  <tr>
+    <td>The National News</td>
+    <td>James Bloggs</td>
+    <td>newsdesk@nationalnews.com</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+  </tr>
+  <tr>
+    <td>The Daily Blah</td>
+    <td>Diana Penfold</td>
+    <td>diana.penfold@thedailyblah.org</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+  </tr>
+  <tr>
+    <td><em>add more here...</em></td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+  </tr>
+  <tr class="sheet-header">
+    <th colspan="6">Regional press</th>
+  </tr>
+  <tr>
+    <th>Name</th>
+    <th>Contact</th>
+    <th>Email address</th>
+    <th>Did they write about us?</th>
+    <th>Link to story</th>
+    <th>Journalist’s name</th>
+  </tr>
+  <tr>
+    <td>Smallton Times</td>
+    <td>William Whistler</td>
+    <td>will@smalltontimes.co.uk</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+  </tr>
+  <tr>
+    <td>Realville Mercury</td>
+    <td>Editor</td>
+    <td>editor@themercury.co.uk</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+  </tr>
+  <tr>
+    <td><em>add more here...</em></td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+    <td>&nbsp;</td>
+  </tr>
+</table>
+
+You can fill in the last three columns after launch.
+
+### One week before launch: notify councils and local authorities (perhaps) 
+
+Consider speaking to the authorities who will be receiving your reports —
+especially those who do not already have a fault-reporting system online.
+
+You will know best how your site is likely to be received by these authorities.
+In the UK, we’ve had a variety of experiences, from a small number of councils
+who don’t see the point, or dislike our service, to those who think it’s
+wonderful.
+
+Approach councils in the right way, and they may be glad to help you advertise
+your site to their residents. In any case, it’s always good to build up
+relationships with these bodies, because they can keep you updated about
+changes of email addresses or the different departments reports should be sent
+to.
+
+## At launch
+
+Your launch day has arrived! Time to get busy.
+
+Hopefully, your period of beta-testing (or while your friends and family have
+been using the site) will have helped you detect and solve any technical
+issues, so when launch comes, you can dedicate yourself at least a couple of
+days to promotion.
+
+### 1. Tell the media
+
+Newspapers and magazines, TV and radio shows — every time there’s a mention of
+your new site, it will bring you users.
+
+FixMyStreet has a great advantage when it comes to press coverage: the overall
+concept is interesting to national media, while the local aspects of the site
+appeal to regional media, too.
+
+#### Press releases 
+
+Send details of your launch to any outlet you think will cover it. Be clear and
+concise: explain what the site is for and how it benefits users.
+
+Not sure how to write a press release?
+[We’ve provided a template here]({{ "/running/example_press_releases" | relative_url }}).
+
+You may wish to send out two types of press release:
+
+* A release for the national media, explaining that the site covers the whole
+  country (if that’s the case) and that the great benefit for users is that
+  they don’t need to know which council is responsible for which type of
+  problem in which jurisdiction.
+
+* A release for local press, pointing out that residents in their area can now
+  make reports quickly and easily. You can copy and paste the name of the
+  region into each one, so it seems especially relevant to them.
+
+But be careful: when the team behind [FiksGataMi](http://fiksgatami.no), the
+Norwegian FixMyStreet, sent press releases to every media outlet in the
+country, it attracted so many users that their server was overwhelmed with
+traffic!
+
+You can avoid this with load testing, which makes sure that your servers can
+cope with increased amounts of traffic, or simply by sending out your press
+releases at intervals, over a period of time.
+
+> **Pere**: We gathered the email address of every media outlet
+> in Norway, and used this list to send press releases
+> about the service. All local media, all national press,
+> all tv stations, radio stations, technical magazine,
+> everything.
+>
+> This overloaded the service after a few hours.
+> FiksGataMi went down after 2-3 hours.
+> I believe we sent the press release around 8:00  in the
+> morning, it went down before 11:00, and came back online
+> around 14:00.
+>
+> Quite a lot of local papers wrote about FiksGataMi, and
+> suggested their readers used it to report problems. For
+> example Adressavisa, the largest paper in the middle of
+> Norway (Trondheim), published several stories over many
+> days. This caused Trondheim municipality to get more
+> requests than they could handle...
+
+### 2. Local outreach
+
+One of the most direct ways to publicise FixMyStreet is to take it out to the
+people who will use it.
+
+You can do this in your own local town — and if you have friends and supporters in other towns, you can ask them to put up posters or leave leaflets in public places for people to take.
+
+> In the Maldives, the [MakeMyIsland](http://www.makemyisland.mv) ‘roadshow’
+> handed out leaflets on the street, and explained the service to passers-by. 
+
+<blockquote class="twitter-tweet" lang="en"><p lang="et" dir="ltr"><a href="https://twitter.com/hashtag/MakeMyIsland?src=hash">#MakeMyIsland</a> roadshow <a href="https://twitter.com/hashtag/hapsnau?src=hash">#hapsnau</a> in Hulhumale&#39; <a href="https://twitter.com/UNDPMaldives">@UNDPMaldives</a> <a href="https://twitter.com/InnovateAP">@InnovateAP</a> <a href="https://twitter.com/UNDPasiapac">@UNDPasiapac</a> <a href="https://twitter.com/mysociety">@mysociety</a> <a href="https://t.co/hqh6busDZr">pic.twitter.com/hqh6busDZr</a></p>&mdash; Nathu Wafir (@nathuwafir) <a href="https://twitter.com/nathuwafir/status/684358147914387456">January 5, 2016</a></blockquote>
+<script async src="//platform.twitter.com/widgets.js" charset="utf-8"></script>
+
+You could do the same: is there an area that is particularly notorious for
+problems such as potholes or rubbish tipping, perhaps? That would be a good
+place to chat to people.
+
+Print up or photocopy a few leaflets. These can be very simple and direct, so
+long as they explain the concept and include the URL. Here’s a postcard that
+the UK FixMyStreet has used:
+
+<a href="https://www.fixmystreet.com/about/posters"><img src="/assets/img/promote-90x130.png" alt="FixMyStreet postcard"></a>
+
+The nice thing about postcards is that they can get your message out twice:
+once to the person who picks it up, and once to the person they send it to.
+
+Put up posters, anywhere people are likely to see them: on universities’ notice
+boards, in shops and cafes, libraries... anywhere it’s allowed.
+
+When you design your leaflets and posters, don’t include any content that will
+date (eg mentioning that the site is new and has just launched), and you will
+be able to use them at other events in the future.
+
+## After launch
+
+So, you told lots of people about your FixMyStreet site, and it got lots of
+interest. That’s great.
+
+But people have short memories, so it’s important to keep dedicating some time
+to promoting your site.
+
+You might not have the time or resources to do everything that’s suggested
+below. Why not try a couple, and see how effective they are, then try another
+couple later on, and compare? That way you can find out what works best, and
+where to dedicate your time.
+
+### Social media
+
+Set up accounts on whichever social media is most used in your country: in the
+UK, we have FixMyStreet accounts on Twitter and Facebook. You have the option
+to set up links to your social media accounts in the site’s footer, report
+pages, etc: you can
+[read more about customising your FixMyStreet site here]({{ "/customising/" | relative_url }})
+— or [contact us]({{ "/community/" | relative_url }}) if you need more help.
+
+You’ll need to monitor your accounts daily, in case people ask you questions
+that need a prompt reply. The easiest way is to set up your accounts so that
+you automatically receive an email every time someone mentions you.
+
+For Twitter, go to
+[https://twitter.com/settings/notifications](https://twitter.com/settings/notifications)
+to set your preferences for email alerts. 
+
+<a href="https://twitter.com/settings/notifications"><img src="/assets/img/promo-twitter-screenshot.png" alt="Twitter settings screenshot" /></a>
+
+And for Facebook, go to 
+[https://www.facebook.com/settings?tab=notifications](https://www.facebook.com/settings?tab=notifications)
+to set your preferences for alerts. Click on ‘pages you manage’ to find the
+settings for your FixMyStreet page.
+
+<a href="https://www.facebook.com/settings?tab=notifications"><img src="/assets/img/promo-facebook-screenshot.png" alt="Facebook notifications screenshot" /></a>
+
+Use your social media accounts to send out regular messages to your followers.
+You might:
+
+* Link to your most interesting (or infuriating, or puzzling, or funny)
+  reports. If they’re interesting enough, people will share them, helping you
+  publicise your site even further.
+* Answer your users’ questions about how the site works.
+* Find people who are complaining about their local community, and tell them
+  about your site.
+* Generally promote your site with timely messages. In the UK, we talk about
+  potholes in the colder months because that is when they tend to appear; and
+  we remind people to report broken street lights when the clocks go back and
+  people are walking home in the dark.
+* Things tend to get fixed more just before the elections - a cynical view, but
+  one that’s true. So this may be a great time to encourage people to make
+  reports, and highlight those that have got things fixed.
+
+#### Keep a blog 
+Let users know what enhancements you’ve made, events you’ll be at, or just what you’ve been doing lately, with regular blog posts.
+
+### Regular press releases
+
+Don’t lose that spreadsheet of media contact addresses - you’re going to need
+it again. In fact, make a note on it of which outlets wrote stories about your
+site, and the details of the journalists who wrote the stories, so you can
+contact them directly next time.
+
+> **Pere**: To remind the press about our existence we’ve
+> sent press releases about FiksGataMi on and off since the
+> release.
+
+Of course, you don’t want to irritate your press contacts with over-frequent press releases, but if you make sure that you have a good story to share, many will welcome your emails.
+
+What makes a good story after launch?
+
+* **Statistics**. Use the FixMyStreet dashboard or
+  your Analytics programme to find out things like:
+   * how many reports have been made? (Check `/stats` in
+     your site’s admin dashboard for the overall count, or
+     count for specific councils/within specific timeframes)
+
+   * what are the most frequent types of report?
+     (Difficult to be precise, but
+     `/summary?show_categories=1#category-fix-rate`
+     will give you a general idea)
+
+   * which area is filing the most reports?
+     (Check `/reports` on your live site, but do remember
+      that if council areas are of different sizes or
+      population densities, that also affects numbers)
+
+   * which reports are the most people viewing?
+     (Use your analytics programme, and filter to see URLs
+     containing `report/`)
+     
+* **Unusual or funny reports**. You can use your Analytics programme to see
+  which reports have been most-viewed: often they are the ones with the most
+  human interest.
+
+In the UK, one of our most-viewed reports was about a rare bird which had been
+spotted after it escaped from its owner.
+
+<a href="https://www.fixmystreet.com/report/242529"><img src="/assets/img/fms-unusual-bird-screenshot.jpg" alt="FixMyStreet screenshot: report 242529"></a>
+
+The UK FixMyStreet site includes [this page](https://www.fixmystreet.com/about/fun).
+You might like to include something similar: it’s great to point press towards,
+so long as you keep it up to date.
+
+
+* **Success stories** Check the reports that have been marked as fixed, to see
+  if any of them has made a really big difference to a local community.
+* **The local angle** Send local media summaries of the most common types of
+  report in their own area, or the numbers of reports made.
+* **Local radio** In the UK, we are often invited to speak on local radio when
+  they are doing a feature about issues such as potholes or rubbish clearance.
+  Normally, we just talk for five minutes, telling people about the site and
+  what it does. If you have a radio network that covers all regions, contact
+  them to let them know that you are available as a speaker, and you may be
+  added to their list of people to include in such features.
+
+#### Tell journalists to subscribe
+
+You can tell local journalists about the alerts service on FixMyStreet. There
+are links to instructions on setting up alerts on all map pages on the site, or
+on `/alert`.
+
+This functionality allows anyone to subscribe to their local area, so that they
+get an email every time anyone makes a report within that neighbourhood. It’s
+an effort-free way of staying up to date with the issues that concern their
+readers, and also means the journalists can be the first to see any potential
+stories.
+
+> **Myf**: In the UK, we also spent a bit of time contacting very local
+> publications, including parish newsletters and community magazines. Although
+> each publication may only be read by a couple of hundred to a few thousand
+> readers, they are really focused on their own neighbourhood, so the FixMyStreet
+> message works well for them.
+> 
+> Because such publications tend to have few staff and not much time, we provided
+> them with a ready-written news story and also some graphics, so all they had to
+> do was drop them into their templates.
+
+### Events
+
+Get involved with events in your area — it’s a good way to meet potential
+users. Or, for most of the types of event listed below, if you can’t attend,
+you could send some leaflets and posters along and ask for them to be
+distributed.
+
+#### Community fairs, festivals, conferences and meetings
+
+Ask if you can have a table. Take leaflets, and a smartphone, tablet or laptop
+if you have internet access.
+
+One very direct way to explain what FixMyStreet does is to invite people to
+search the site and see the problems reported around their own home. Everyone
+is interested to see what has been reported in their own community.
+
+Then you can guide them through the process of making a report themselves.
+
+Optionally, ask people for their email addresses so that you can sign them up
+to a newsletter.
+
+#### Set up your own events
+
+Your local library, hall or co-working space may be glad to let you have a
+room and internet access so that you can show residents how to use FixMyStreet.
+Put up some posters and invite people to drop by for a fifteen-minute demo.
+
+#### Clubs and societies
+
+Certain types of societies’ members will be particularly interested in
+FixMyStreet.
+
+Are there any associations in your country who volunteer to keep the streets
+clean, or do gardening in the local parks? Local history organisations tend to
+be full of people who also have an interest in keeping the community to a good
+standard! Consider women’s groups, local co-operatives, church societies… and
+any other groups with a stake in their community.
+
+> In the UK, we provided special downloadable ‘packs’ for clubs and societies:
+> see the Community Group pack on <a href="https://www.fixmystreet.com/about/posters">this page</a>.
+
+<a href="https://www.fixmystreet.com/about/posters"><img src="/assets/img/promo-community-pack-screenshot.png" alt="FixMyStreet posters screenshot"></a>
+
+#### Internet-related conferences and hackdays
+
+FixMyStreet is for everyone to use, not just those with technical skills — but
+you may find that some of your strongest supporters come from the coder
+community. Because the code is open source, developers can use it to develop
+their own tools, too. Perhaps they will contribute some improvements to the
+main codebase.
+
+### Newsletter
+
+You might have a newsletter that goes out to all supporters of your
+organisation, or one that’s specific to your FixMyStreet site. Either way, send
+regular messages. If you are doing some or all of the activities listed above -
+events, blog posts, news stories - you will already have content for your
+newsletter; you’ll just need to link to it.
+
+Make sure you invite users to sign up to your newsletter. Check our
+[documentation on customising your site]({{ "/customising/" | relative_url }}),
+or mySociety can help you include a message about the newsletter at various
+key points, like:
+
+* in your email alerts
+* at the point when people have completed making a report
+* in the footer of your site
+
+
+### Word of mouth
+
+Word of mouth is an effective way of getting your site known — and it’s free.
+But generally, people won’t talk about your site unless you explicitly ask them
+to.
+
+In the UK, we created [this page](https://www.fixmystreet.com/about/posters),
+with downloads of resources that help people spread the word about FixMyStreet.
+They can print out posters and flyers, and there are templates for news stories
+they can send to local magazines or newsletters. There are even activities for
+school children and Girl Guides, Scouts, Cubs and Brownies. Feel free to copy
+anything from that page and adapt it for your own site/culture/language.
+
+You may also wish to send this same message - “Please tell your friends about
+this site” - via your email alerts, your newsletter, social media, and when you
+meet users face to face. You can never ask enough!
+
+> **Myf**: In the UK, we took this idea one step further. We
+> identified some of our site’s most prolific report-makers,
+> and emailed them to congratulate them for being
+> “FixMyStreet SuperUsers”.
+> 
+> We offered to send them a tote bag and stickers which we’d
+> printed up with the FixMyStreet logo, as a way of saying
+> thank you — and we also sent them a large stack of
+> promotional postcards, asking them to leave these in spots
+> around their local town.
+> 
+> These people were obviously already predisposed to feel
+> positive about FixMyStreet, so they gladly performed what
+> was, however you look at it, a task that benefited us more
+> than them.
+
+<img src="/assets/img/promo-superuser-screenshot.png" alt="FixMyStreet superuser notice screenshot"/>
+
+Of course, the nice thing about a bright bag is that it also helps promote the
+site as its owner carries it around. Some recipients even photographed their
+bag and put them on Twitter and Instagram!
+
+### Online advertising
+
+If your organisation is a registered charity, and if you operate in one of the
+eligible countries, you can apply for free Google Adwords advertising worth up
+to US $40,000 per year. [Find out more here](https://www.google.co.uk/intl/en/grants/).
+
+mySociety can help you with setting up your account, if required, once you have
+got the grant.
+
+### Share your experiences
+
+If you’ve tried any of these ideas, let us know how it went. What did you
+learn? Any tips for others who are about to launch their own FixMyStreet sites?
+
+Maybe you have some more ideas, or can tell us how you promoted your own site.
+Please share your thoughts and stories on the
+[FixMyStreet mailing list](https://groups.google.com/a/mysociety.org/forum/#!forum/fixmystreet),
+so that everyone can benefit from your knowledge.
+
diff --git a/docs/running/staff.md b/docs/running/staff.md
new file mode 100644
index 000000000..77ca05c8e
--- /dev/null
+++ b/docs/running/staff.md
@@ -0,0 +1,18 @@
+---
+layout: page
+title: Staff users in FixMyStreet
+author: matthew
+---
+
+# Staff users in FixMyStreet
+
+<p class="lead">Privileged accounts with access to management features.</p>
+
+Staff users are a middle rung of account, inbetween normal users of the site
+and superusers with full access to everything. They are associated with a
+particular body, and can have access to different features, depending upon the
+permissions granted to them. All their abilities only apply to reports made
+to the body with which they are associated; all staff users have access to all
+report states, not just open/fixed.
+
+{% include admin-tasks-content.md %}
diff --git a/docs/running/surveys.md b/docs/running/surveys.md
new file mode 100644
index 000000000..fbb889b61
--- /dev/null
+++ b/docs/running/surveys.md
@@ -0,0 +1,175 @@
+---
+layout: page
+title: FixMyStreet's surveys
+author: dave
+---
+
+# FixMyStreet's surveys
+
+<p class="lead">
+  By default, four weeks after a user reports a problem, FixMyStreet sends an
+  email inviting that user to complete a survey (which we also sometimes call a
+  questionnaire). The survey is presented as a page on the site that asks the
+  user about the current
+  <a href="{{ "/glossary/#state" | relative_url }}" class="glossary__link">state</a>
+  of the problem (for example, it may have been fixed), and lets them add an
+  <a href="{{ "/glossary/#update" | relative_url }}" class="glossary__link">update</a>
+  too.
+</p> 
+  
+We recommend that you keep this feature enabled, because it gives you
+useful data about the problems that have been reported on your site, and
+an indication of the performance of the 
+<a href="{{ "/glossary/#body" | relative_url }}" class="glossary__link">bodies</a>
+that should be fixing them. Some users will report a problem and then won't
+really think about it after that. We're happy with this, because it's how the
+site is supposed to work &mdash; reporting a problem is easy and doesn't demand
+any further interaction.
+
+That's why sending a survey email a month later works well. It serves as a
+reminder, and it helps ensure that the reports that have been fixed have their
+states set accordingly.
+
+Of course, it's possible that the problem has already been marked as fixed (or
+indeed any other state). The questionnaire is an opportunity for the user who
+reported the problem to confirm or change this.
+
+The email contains a unique link to a page on the site, inviting the reporter
+to set the state of the problem and, optionally, to add an update. Updates can
+include photographs, so sometimes users add a picture to show the repair or
+fix.
+
+The survey link is authorised for the user who submitted the problem report,
+because it's been sent directly to the email address they've registered with
+your site. This means that the survey is easy for them to access and complete.
+
+Each survey updates and collects data concerning a _single_ report. It's not
+a questionnaire about the general performance of your site.
+
+## Follow-up surveys
+
+If the user doesn't confirm that the problem has been fixed, FixMyStreet will
+offer to send another survey in another four weeks. That's an opt-in question:
+the process will repeat with a new email and survey in four weeks' time, but
+only because the user agreed to this.
+
+## The survey email
+
+The email that is sent out is made using the `questionnaire.txt` template. The
+default is in `/templates/email/default/`. Of course, you should override this
+in your own
+<a href="{{ "/glossary/#cobrand" | relative_url }}" class="glossary__link">cobrand</a>
+&mdash; see more about 
+[customising email templates]({{ "/customising/templates/#emails" | relative_url }}).
+
+The email message contains a link to the survey page that includes a token that
+authenticates the user who submitted the report (this is possible because it is
+sent directly to their own email address).
+
+The basic wording of the email is shown below. We put more information in the
+footer (such as links to the site and related social media), and include the
+text of the report that was submitted.
+
+    Hello Anne Example,
+
+    4 weeks ago, you reported a problem using FixMyStreet.
+
+    The details of that report are at the end of this email.
+
+    To keep FixMyStreet up to date and relevant, we'd appreciate it if
+    you could follow the link below and fill in our short questionnaire
+    updating the status of your problem:
+
+       https://fixmystreet.example.com/Q/BJ6muiBaxLwuF7kwqo
+
+    All the best,
+
+    The FixMyStreet team
+    ...
+
+## What's in the survey?
+
+The default survey invites the user to make an
+<a href="{{ "/glossary/#update" | relative_url }}" class="glossary__link">update</a>
+to the problem report:
+
+   * change the <a href="{{ "/glossary/#state" | relative_url }}" class="glossary__link">state</a>
+     &mdash; for example, to _fixed_, because it's been fixed (unless it was
+     already in that state)
+   * add a comment or description (optional)
+   * upload a photo (also optional)
+
+It also asks:
+
+   * have you ever reported a problem to the body before?
+   * (if the problem has not been marked as fixed) do you want to receive
+     another survey email in four weeks' time?
+
+The default template is defined in `/templates/web/default/questionnaire/*`,
+with the questions in `index`. As with all templates, you can override
+these with your own cobrand &mdash; for details, see
+[customising templates]({{ "/customising/templates/#emails" | relative_url }}).
+
+Note that if you want to collect other data in your survey, you'll need to
+update the source code to handle this.
+
+If the user changes the state of a problem that is currently _fixed_ to
+something else, that is, they effectively re-open the problem, then the update
+comment is not optional.
+
+## How to see the results
+
+You can see the collected results of surveys by logging in as an
+<a href="{{ "/glossary/#administrator" | relative_url }}" class="glossary__link">administrator</a>
+and visiting `admin/questionnaire` in the admin (or click on **Survey** in the
+admin menu bar).
+
+The survey results are shown as total counts and percentages. They provide the
+following numbers:
+
+### First-timers, or repeat users?
+
+* _Reported before / Not reported before_
+  <br>
+  How many reports were made by users who had reported a problem before, and
+  how many are first-time reporters?
+  
+We collect that information because it's a key indicator of how much impact a
+platform like FixMyStreet is having. Is it encouraging and enabling people who
+had not previously engaged with authorities to do so?
+
+### How did the state change in the surveys?
+
+* _Old state_
+  <br>
+  The state the problem was in when the user did the survey (remember that
+  anyone, including the body or the user themselves, may have set the state
+  already, before the survey was sent).
+
+* _New state_
+  <br>
+  What state did they change it to?
+
+* _Total_
+  <br>
+  This is the number of problem reports (also expressed as a percentage) that
+  users have moved from the old state to the new state in their surveys.
+  
+How complex these results are will depend to some extent on the states that
+your site allows. For example, if you've allowed
+<a href="{{ "/glossary/#staff-user" | relative_url }}" class="glossary__link">staff users</a>
+to have more detailed states to choose from than the public (such as "fixed
+&mdash; council", or "in&nbsp;progress"), then you'll have more combinations to
+deal with. See the [admin manual]({{ "/running/admin_manual/" | relative_url }}) for more
+information about the report states that are available to staff users.
+
+## How to turn questionnaire-sending off
+
+By default, your site will send out questionnaires.
+
+If you don't want your site to send out questionnaires, you need to override
+the `send_questionnaires` method in the `Cobrand` module for your cobrand.
+Surveys will never be sent if that method returns false. This is not controlled
+by a configuration setting, so you do need to edit the Perl code &mdash; see
+more about [changing the Cobrand module](customising/cobrand-module).
+
diff --git a/docs/running/users.md b/docs/running/users.md
new file mode 100644
index 000000000..87b38f0d2
--- /dev/null
+++ b/docs/running/users.md
@@ -0,0 +1,165 @@
+---
+layout: page
+title: Managing users in FixMyStreet
+author: dave
+---
+
+# Managing users in FixMyStreet
+
+<p class="lead">Members of the public who just want to report a problem often
+don't expect or want to create an account. They choose confirmation-by-email
+instead of logging in. Nonetheless FixMyStreet does offer admin capability for
+managing your users.</p>
+
+Regular users or staff can benefit from having an account -- they can set a
+password to make future visits to the site easier. But this is not mandatory.
+
+## How users are normally created
+
+You do not need to create users before the system goes live. Public user
+accounts are created during normal operation. In fact, **it's common to
+*never* create a user in the admin** because the FixMyStreet site takes care
+of it for you..
+
+A new user record is created when an email confirmation link is clicked
+(unless, of course, the user already exists with that email address). This
+process is automatic and, unless the user subsequently sets a password, most
+people don't consider their interaction with FixMyStreet as being
+account-based. For example, around 70% of the users who have reported a
+problem on the UK's [fixmystreet.com](https://www.fixmystreet.com) site did not
+use a password (this effectively means: they did not consider creating an
+account).
+
+## Manually creating a new account (in the admin)
+
+Sometimes it's helpful to manually create a new account for someone --
+typically this is for a staff user (see below).
+
+Firstly if you don't have admin access, you'll want to run the
+`bin/createsuperuser` script to create a user that has access to the admin.
+
+You can create a new user account explicitly using the admin. Go to
+`admin/users` and fill in the form. A confirmation email is not sent to the
+email address if you create a new account in this way.
+
+## Users' passwords
+
+If a user sets a password, they can use it to login on future visits (instead
+of using a confirmation link in an email). We don't make this mandatory.
+
+### Setting or changing a password
+
+Any user can set a password by going to `/auth` and entering a password. A
+confirmation link is emailed in the same way as usual. Clicking on the link
+sets the password for future use, and also confirms the current session.
+
+Changing a password is the same as setting it. A confirmation link is sent to
+the email, which they must click on before the change is made. There's no need
+for the user to enter their *old* password when changing an existing one,
+because the authorisation is still sent as an email confirmation link anyway.
+
+You cannot change a user's password within the admin pages.
+
+### Storing passwords
+
+Passwords are hashed (one-way encryption) when they are stored in the
+database. You cannot recover a user's password; if they forget it, they must
+set a new one.
+
+## Changing a user's email address
+
+You can change a user's email address or name by finding their record at
+`admin/users` and changing the entry there. Email addresses must be unique.
+
+## When users misbehave
+
+Occasionally a user repeatedly posts inappropriate or vexations posts. In our
+experience this is much less common than most people expect. However, it's a
+problem that arises from time to time. As administrator of your installation,
+there are two actions you can take. Firstly, you can *flag* a user, which is
+just a way of marking them (in the admin) so you and other administrators know
+to keep an eye on them. Secondly, you can add their email address to the
+"abuse table".
+
+### Flagging a user
+
+Flagging a user has no practical effect, other than to mark the user as one
+whose actions need to be checked. You can see the flagged users by going to
+`admin/flagged`.
+
+### Blocking a user's email address
+
+If a user persistently abuses your installation, by repeatedly creating
+inappropriate or false reports, for example, you can ban them. If a user
+creates a report while they are banned, they are automatically hidden and not
+sent to the bodies (see [how FixMyStreet sends
+reports](/customising/send_reports)).
+
+To add a user to the 'abuse table', go to the admin pages and find any report
+they have created. Click on **ban email address**.
+
+Users are not automatically notified that they have been banned.
+
+### How you know when a user is misbehaving
+
+The default behaviour of FixMyStreet is **not** to moderate reports before
+they are displayed (although at least one cobrand does support this). Instead,
+every report displayed on the FixMyStreet site has a "report abuse" link, so
+anyone can notify you if inappropriate content has been posted. You can hide a
+report (go to `/admin/reports` to find it, and mark it as hidden) and
+optionally flag or ban its creator. On some installations, staff users can
+hide reports themselves. Hiding a report usually occurs *after* it's already
+been sent to the body responsible (you're simply hiding it from view on the
+FixMyStreet website).
+
+## Staff user accounts (associated with a body)
+
+You can mark any FixMyStreet user as belonging to a body. This marks them as a
+"staff user" for that body. Staff users have extra privileges *which only apply
+to problem reports under the jurisdiction of the body to which the use
+belongs*. These permissions can be set on a per-user basis.
+
+To set (or revoke) staff user status, choose **Users** in the admin, and enter
+the email or name. (It's also possible to access a user via the reports they
+have made). Choose the appropriate body from the **Body** dropdown. Normal
+(not staff) users have no body associated. Then you can assign permissions
+to that user, depending upon what they require access to.
+
+For full details of what staff accounts can do, please see the
+dedicated [staff user](../staff/) page.
+
+<a name="sessions"> </a>
+
+## How FixMyStreet user sessions work
+
+*The following information about sessions is here in case you need to
+understand how it works. For normal operation, you don't need to worry about
+it.*
+
+By default, FixMyStreet uses email confirmation links, text confirmation codes,
+or Facebook/Twitter login tokens, to check that the user is a genuine person,
+with access to the email address/phone number they have provided. Even if
+Facebook/Twitter are used, the site still performs email confirmation.
+
+So FixMyStreet uses the email address or phone number as the key piece of
+information when identifying a user. For email authentication, it sends a
+confirmation link -- with a unique token within it -- to the specified email
+address when an unidentified user performs a task that requires authentication,
+such as submitting a report, or changing their password. For phone
+authentication, it sends a confirmation code by text.
+
+Clicking on a valid email confirmation link, or entering a text confirmation
+code, not only confirms the action it was created for (for example, the report
+is marked as *confirmed*, or the password is changed), but also starts a user
+session. This means that, for the remainder of the session, other such actions
+do not trigger further email confirmations. This is an nonintrusive way of
+authenticating report submissions without explicitly using usernames, or
+accounts, and is a deliberate part of FixMyStreet's design.
+
+It *is* nonetheless possible to set a password, and log into FixMyStreet using
+the email address as the identifier. Regular users, of course, use this
+mechanism. When this happens, a user session is created when they log in.
+
+A **sign out** link is shown on a user's account page once a user session has
+begun. Clicking on it ends the session. User sessions are browser sessions:
+they automatically expire when the user's browser shuts down.