Background
As per current processes, certain incidents that are considered emergencies need to be routed to the Trust & Safety staff team so that they can be dealt with immediately.
User stories
- As a Wikipedia user, I want to flag an incident as an emergency, so that it receives immediate attention.
- As a T&S staff member I want to know what type of emergency the user is facing so I can act on it accordingly.
- As a T&S staff member, I want to receive an emergency report into our Zendesk instance so that I can act on it quickly.
- As a Wikipedia user, I want to know what happens after I have submitted the report and when it will be solved.
- As a Wikipedia user, I want to know about what local support emergency services are available to me.
- As a Wikipedia user I need a simple, quick and intuitive way to describe the Issues I’ve been experiencing.
Design
UX copy
Form
| Component | Copy |
|---|---|
| Dialog title | Describe the incident |
| Radio button title | Type of incident |
| Radio buttons | Unacceptable user behaviour, Immediate threat of physical harm |
| Radio button description | (Intending to commit violence against an individual, harming oneself, or an act of mass violence) |
| Select menu | Choose an option, Threats of physical harm, Threats of self-harm, Threats of public harm |
| Dialog footer | Your report is [private] (URL TBD) and will be sent to the Wikimedia Foundation emergency team for review. |
Submit report
| Component | Copy |
|---|---|
| Dialog title | Report an immediate threat of harm to emergency team |
| Notice message | A link to the incident you are reporting (including the reported user) and your own username and email address, will be shared privately with the Wikimedia Foundation emergency team. |
| Field title | User you want to report |
| Field description | The Wikimedia Foundation will not voluntarily release your identity to the person you're reporting |
| Textarea title | Additional information |
| Textarea placeholder | Add context that could be helpful for the reviewer (e.g. links). |
| Dialog footer | Your report is [private] (URL TBD) and will be sent to the Wikimedia Foundation emergency team for review. |
Submitted
| Component | Copy |
|---|---|
| Dialog title | Thank you for taking steps to make Wikipedia more safe and inclusive |
| Success message | Report submitted for review |
Submitted body text:
Important
- If you are injured or in immediate danger call your local emergency services
- If you feel you may physically harm yourself or others, you can find a list of support resources.
What happens next?
Your report has been submitted to the Wikimedia Foundation emergency team. The team monitors emergency reports 24/7 and your request will be looked into within 3 hours.
We will review it and determine whether the incident violates policies. If you have more questions about what happens next see the [FAQ] (URL TBD).
If you need to submit additional details, please email emergency@wikimedia.org
Acceptance Criteria
- User has option to report immediate threats of harm
- Users can choose what type of immediate threat they are experiencing
- Users can find information about local support services & WMF emergency team as part of the submission confirmation page