Training modules/Dealing with online harassment/slides/replying-to-non-actionable-reports

Handling reports: Replying to non-actionable reports
When a report is non-actionable or contains inaccuracies, it can be tempting to just ignore it or dash off an abrupt "nothing we can do here" reply. Remember, though, that the reporter – for reasons stated earlier in this module – may have put a great deal of emotional effort into putting the report together. So, how do you respond to these kinds of reports?

The key here is to be empathetic. Sympathize with the reporter. Use soft language where possible, even if the reporter hasn't. If there really is nothing that can be done, and this is confirmed through an investigation, let them know. Give some potential next steps for the reporter. Your target here is to make sure they have at least some way forward, though it may not be totally possible to completely satisfy them with your response.

It's also important to remember that the person who was reported in a non-actionable report may also be upset by the report. This doesn't mean the report was in poor faith; it may be a misunderstanding, or a genuine overreaction. Offer and provide advice to the person reported as well, whether that be cooling an editing conflict or avoiding the user altogether.