Training modules/Dealing with online harassment/slides/actionable-and-non-actionable-cases/en

Providing support and advice: Actionable and non-actionable cases
As someone investigating a harassment case, you are also the person best positioned to take concrete action to stop the harassment – when doing so is possible and called for. When a case is closed or a sanction put in place, you should let the target and, if appropriate, the reporter know that action has been taken. Try not to make this communication emotional. Your goal is simply to let them know what has happened.

For cases in which you can't take action, the most important part of offering support to those experiencing is something you've already read about in this module: empathy. Your goal should be to communicate to the user that you understand their feelings and that you are approaching the situation with those feelings in mind. Even in cases where you can offer no concrete action, providing emotional support can still help the user experiencing harassment feel safer. Your communications should balance honesty with sensitivity. However, being overly blunt or protective can lessen the effectiveness of your communications.