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diff --git a/docs/running/admin_manual.md b/docs/running/admin_manual.md new file mode 100644 index 000000000..459449a4f --- /dev/null +++ b/docs/running/admin_manual.md @@ -0,0 +1,969 @@ +--- +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 — the "admin" — 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` — 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 — like the UK FixMyStreet, which has many + thousands of reports — 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) — 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 — and which body and category — + 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) — 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 — 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 — 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 — correctly — 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 — 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 — 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 — or your own team — 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 — 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) — +which will be the case if you've followed our installation instructions — +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@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. + |