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Frequently Asked Questions

This page answers some of the common questions people have about My Frome.

We want to be as open and transparent as possible about how we use this platform and any information you provide. If you can't find the answer you're looking for here, please email us: info@frometowncouncil.gov.uk


What is this platform for?

My Frome is a place for you, as someone who lives, works or learns in Frome, to view ideas and projects, join the discussion and make a difference. Projects that are currently active are shown on the homepage - each project may have a different mode of engagement, whether it’s adding an idea, commenting on a proposal, voting on and prioritising projects, or taking a survey.

You can also see the background of a project to find out where it came from and what work has been done so far. And once you have contributed to the discussion, you can see what others have told us too and follow along with what happens next.


How do I participate?

You can always browse public projects, but you’ll need to sign up to take part in most things. You can use the button on the top right of the page to sign up and log in - all you need to provide is your name and email address. There are also some optional questions about who you are, which help us make sure you see the projects relevant for you, such as projects taking place in the area you live in.

Once you have signed up, you can participate in all of the projects that are open for engagement and follow any projects you're interested in.


What information can people see about me?

Other users on the platform will only be able to see your name and the date when you joined My Frome. They will not be able to see your email address or any other information such as your age, gender or area you live in. You can choose to add a profile picture and bio - a short description on your profile page - if you would like to. You can change any of this information at any time, for example if you move to another part of Frome.


How do I edit or delete my input?

If you’ve posted your input but want to make edits or delete it, you can find this option by clicking on the three small dots on the top right of the post.


Why am I having difficulty signing up or logging in?

If you’re unable to sign up, it may be because you’ve already registered with the same email address or previously received an invitation to join the platform. If you see a message that your email address is taken by a pending invite, please check your email and follow the link in the invitation to register your account. If you can’t find the invite, try looking in your spam box or request a new invitation.


How do I reset my password?

You can always request to reset your password from the login page. If you reset your password, a link will be sent to your email address - follow the instructions to change your password. For security reasons, the link is valid for one hour. If the link has expired, you can simply click on ‘Forgot password?’ in the login page again to get a new reset link.

If you didn’t receive the email, check to make sure that it’s not in your spam and that you’re sending the link to the same email address that you signed up with.


What emails will I receive?

You may receive emails related to your account and your activity on the platform, for instance, when someone responds to one of your posts. You can control which emails you receive in your Settings. There is a section called 'Notifications' where you can turn email notifications on and off.


What are the community guidelines and moderation policies?

Our community guidelines are here to help ensure that the platform is a safe space for everyone to participate. We do not allow posts that contain:

  • Swearing or offensive language - this website is visible to people of all ages, please keep this in mind when posting
  • Personal attacks, insults, abusive or discriminatory comments
  • Offensive or extreme views. That includes comments that attack, criticise or negatively focus on an individual or a group of people because of characteristics such as their age, disability, ethnic origin, gender identity, medical condition, nationality, race, religion, sex, or sexual orientation
  • Marketing or advertising material such as promoting a particular product, service, or political party
  • Sensitive information about any individuals other than yourself
  • Misinformation that could put people in danger or cause distress
  • Spam

Any posts or comments that do not adhere to these guidelines may be edited or deleted. A filter is in place to detect spam and offensive language - if your post does not show up immediately, please be patient while we review it. In extreme cases, we may delete or ban users from the platform. If you are banned from the platform, you may still share your views with Frome Town Council by email, phone, or at in-person events.


How do I report an offensive post?

Click on the three small dots on the top right corner of the post to report it. Please indicate the reason you are reporting the content - this will send a notification for the post to be reviewed.


What happens with the information I share?

All data is handled in line with Frome Town Council's Privacy Policy.

Any information you provide in public discussions, such as in comments, will be published on the website for anyone to view. You can edit or delete these comments at any time. If you delete your account, your comments will remain on the website but your name will be removed from them.

Information shared privately, such as through surveys, will only be seen by Frome Town Council. In some cases, where we are working with other organisations, we may share responses with them with any identifying information removed. We may also quote responses in reports and communications as we move forward with a project, as part of our goal to be transparent about the feedback we receive. We will never include in quotes any information which could be used to identify you or is otherwise sensitive.

My Frome uses the Go Vocal platform. Go Vocal have worked with over 500 local governments and are ISO27001 certified, meaning they have robust data handling and cybersecurity processes that keep your information safe.


How do I delete my account?

In your Settings there is the option to delete your account. Input that you’ve posted will remain published, but your name will be removed from the post and replaced with ‘unknown author.’ If you’d like to delete all of your input, please do so before deleting your account.


Do you use AI?

We may use artificial intelligence (AI) technologies to help analyse responses. Using AI helps us get an overview of the main views and concerns from a large amount of open-ended responses. No personal information will be processed using AI and there is no automated decision making. AI summaries will be carefully checked and cross-referenced by a human against individual contributions for the purposes of maintaining accuracy and reducing bias.

We will make it clear where and how AI has been used to assist us in any reports we share about the outcomes of engagement activities. You are welcome to use AI to help you write or format your own responses - please double check before posting that what you have generated with AI is an accurate reflection of your own views.