Training modules/Dealing with online harassment/slides/what-makes-a-good-reply/en

Handling reports: What makes a good reply
The best thing you can do with a claim of harassment is to respond to it actively – even if there is nothing you or your team can do about it.
 * Be prompt: This is arguably the key aspect to an initial response. Don't leave reporters waiting for a reply that may or may not ever come. If you are able to action the complaint immediately, do so and let the reporter know. If the case is complex and you cannot immediately offer a substantive response, let the reporter know in the meantime that you have received their message and will be investigating.
 * Be empathetic: Assume the report is genuine – at the very least, assume it is something that has genuinely distressed the reporting party. Respond kindly, letting the reporter know your team will look into it. Try to avoid boilerplate replies where possible – make it clear that you are responding to their specific situation and that you are responding as another human being.
 * Give concrete timing information, and stick to it: Where possible, give estimates to the reporter on how long things will take to get moving. Be sure to allow yourself plenty of time in these timing estimates; things can come up, and delays can happen – this is not your full-time job, and you are not expected to be able to drop everything when a case comes up.
 * Be informative: This one is difficult, especially if the report came in privately. Being informative doesn't always mean being public or detailed; however, it's usually a good idea to at least keep the reporter up-to-date about the status of your investigations. Follow up with more emails as appropriate as the case goes on.
 * Ask for updates: Let the reporter know that they should forward new developments to you as they occur. If you feel that you need more information to complete your investigation, reach out to the reporter to ask for it.