Frequently Asked Questions - App

This document answers some frequently asked questions from moderators about the new Side by Side app.

Feedback and Bugs

Where do I direct members with issues or bugs?

If a member lets us know that they’re having an issue, please direct them to our Qualtrics form: https://wwindex.eu.qualtrics.com/jfe/form/SV_3lYIeIWTsZdxf70

Is there an FAQ page for members?

Yes! We have an App FAQ page for members in the News section. Their question might be answered there.

Someone is having issues downloading the app

You can share the Download information with them: https://sidebyside.mind.org.uk/side-by-side-app/

Please direct them to our form if issues persist. But please manage expectations that we will only be in touch if we can help with their issue.

Members have lots of ideas and I’m not sure what to say to them

Thank them for their ideas! But please manage expectations that we won’t be exploring anything new for a while. They are welcome to share their idea to our Qualtrics form for future review: https://wwindex.eu.qualtrics.com/jfe/form/SV_3lYIeIWTsZdxf70

Members are asking lots of questions, what should I say?

In the first instance, please direct them to the News page of App FAQS, then, you can ask them to share any further feedback via the feedback form: https://wwindex.eu.qualtrics.com/jfe/form/SV_3lYIeIWTsZdxf70

Managing emotional needs of the community

How do I manage people who are struggling with the change?

We know that members often struggle with change. It’s ok to validate their feelings and be empathetic. We can say things like:

“We know change is difficult. It’s valid to feel a little worried about changes to a service you use regularly. Using the app is not mandatory so please do what feels right for you. Do you feel like stepping away might be helpful? Or taking some time for self-care?”

“It’s valid to feel uneasy about the new app. If you prefer, you are welcome to keep using the web version as normal. Nothing is changing there.”

“We hear you have a lot of feedback about the app. It might be helpful to express your concerns via our feedback form: https://wwindex.eu.qualtrics.com/jfe/form/SV_3lYIeIWTsZdxf70.”

Someone is very distressed and causing lots of worry to others

Please lead with empathy and validate their feelings. You can direct them to the FAQ page, which might alleviate some concerns. They can also express their feedback directly to the Mind team via the feedback form. If the post is sharing misinformation, or confusion about the app, please hide, and feedback. Please let us know via the FTOs.

What if they don't want to download the app

The app will be available alongside the current web version. If you prefer to use the website, you are more than welcome to continue using it as usual.

Negative feedback

Someone is being really rude and unkind to staff

Standard rules apply. Members must not post unkindly towards our staff; this means moderators, developers, management, CEO, etc. If you see anything like this (“the dev team are idiots!” / “SBS team are absolutely clueless”), please hide immediately.

Someone is talking about Elefriends and how it was better/ they miss it.

Empathise that we hear they miss this service. Side by Side is a different service, but we still provide a space to give and receive peer support. If there’s anything specifically they’d like to see in the future, they can use the feedback form.

Moderation and the app

Will posts from the app be moderated in Wagtail?

Yes, all posts will be moderated, whether they come from the website or app.

How do I tell if something was posted on the app or the website?

You won’t be able to tell if something was posted on the app or website. All posts will come through the same to Wagtail, and be moderated as usual.

Do I need to download the app?

No, you can continue to moderate as normal from your computer.

Will Wagtail be on the app?

No, for now, the app is just for front end users. Wagtail will remain for computers and web versions.

Features on the app

Does it have a dark mode?

This release of the app will not have dark mode. We are exploring dark mode in the near future. For now, you can change your phone settings to dark mode, or download an extension which can help. For example, DuckDuckGo offers a Force Dark Mode feature.

Do they need to register for another account?

No, you can log in with your current account details.

Do they need to log in to the app?

Yes, when you download the app, you’ll need to enter your current login details. You won’t need to log in to the web version again.

They shared feedback before. Where is this now?

Our focus has been the app, so we have put other features on pause. We will be exploring further developments in the future, but not for a while. If you have anything you’d like to see on the app, you’re welcome to share it via our feedback form.

How do they get notifications?

Please head to your notification settings in your phone/device. Here, you can choose to have the app push notifications on or off.

What if they have an old phone?

The app is only available to newer models of phones. This is due to limitations within the app store. The web-version of the website is still available.

Data and privacy

Questions about phone data, like contacts and location onthe app.

The app will not be accessing or collecting any of this kind of data. You can read our cookie policy to find out more: https://sidebyside.mind.org.uk/cookie-policy/

What about privacy and tracking?

As an anonymous service, we value your privacy and don't track anything we don't need to. Our privacy policy is remaining the same as the browser site, which you can see here: Privacy Policy and Notice - Side by Side

Deleting the app

Of course! If you don’t want to use the app anymore, you can uninstall it from your device. Your account will still be open, and you can access it via the web version.

Will the app take proof of age?

No - we currently don’t collect any personal information, other than your email address and username. However, members need to confirm they are over 18 via a tick box when registering.

Question not answered here?

If you have a question that wasn't answered here, please reach out to us, or your Dentsu managemet team!