Request for Feedback: Document on dealing with Ubuntu IRC Problem Users

[John Chiazzese]

I understand the need for such a document.It is a decent "guide" to how
things should be handled. New ops and even some older ops could benefit
from following this guide (myself included).

I would like to see it clearly stated that this document is a suggested
method of handling certain situations and not a firm set of steps that
an op must follow. I fear that a document of this type would/could be
used against an operator by users (trolls) who want to argue the
reasoning for a quiet/removal/ban and state that the policy was not
followed so the ban should be removed.

IdleOne

On Thu, 2011-01-13 at 13:26 -0600, Nathan Handler wrote:
> Hello everyone,
> 
> At the last IRC Council meeting, we decided to send a copy of a
> document [1] that explains how to deal with Ubuntu IRC problem users
> to the mailing list for feedback. I am including a copy of the
> document inline to make it easier for people to comment on particular
> sections of it.
> 
> Thanks,
> Nathan Handler
> On Behalf of the Ubuntu IRC Council
> 
> [1] https://docs.google.com/Doc?docid=0ASFFoXLMT-guZGhoZmZxNG1fNTYyaHB3NzNxZGM&hl=en&authkey=CNCQ__wP
> 
> 
> _____
> 
> There are many technical as well as social methods for dealing with
> users causing problems in an IRC channel. In most cases, if the
> problem is not very serious or urgent (i.e. someone includes a few
> swear words in their messages), the first step that should be taken is
> a simple public warning in the channel. Something like, "foo: This is
> a family-friendly channel, please do not swear in here". Many times,
> this will be sufficient to resolve the problem, and then everyone can
> happily return to going about their business. If this does not work
> and the user continues to carry out their problematic behavior in the
> channel, a quiet can be set. Once the quiet is in place, if it was set
> via ChanServ, please acknowledge that you set the quiet in
> #ubuntu-ops. You should also immediately follow it up with a private
> message to the user. In this PM, try and explain in a bit more detail
> why their behavior is a problem, link them to the specific
> rule/guidelines that they are violating, and try to work with them to
> reach an understanding and resolve the problem. If the problem is
> resolved, the quiet can be removed. If not, leave it in place for a
> little while to give the user some time to think about their actions a
> bit more. Try and talk to them again in PM in a day or so. An unedited
> raw transcript of the PM conversation should be added as a comment for
> the quiet on the bantracker so that other operators are aware of the
> situation and how it is being handled.
>     A quiet will keep the user from talking in the channel, which
> should prevent them from violating the rules. However, there are a few
> instances where a quiet is just not sufficient. For example, some
> users, upon being quieted, will decide to start joining/parting the
> channel very quickly in order to flood it with join/part messages. A
> quiet will do nothing to stop this. Instead, a ban should be used. Be
> sure to follow the ban up with a PM just like above. Another instance
> where a ban might be necessary is for a user with an inappropriate
> nickname who refuses to change it.
> 
>     Operators are not expected to be perfect and know how to deal with
> every problem on their own. If you are having issues working with a
> user in PM, you can refer them to #ubuntu-ops for other operators to
> help. This should not be the first step when dealing with the user;
> instead, you should try and resolve the problem yourself first.
>     Some users insist on trying to evade bans that are set on them.
> This might be done accidentally due to a poorly constructed ban
> string. Look over your ban and possibly ask another operator for help
> in correcting it. If the user is clearly intentionally evading, talk
> to them and try and explain why evading is discouraged. If you can't
> get through to them, maybe try having other operators talk to them in
> #ubuntu-ops. Finally, if the issue persists, contact a member of the
> IRC Council. They will review the issue and escalate it to freenode
> staff if necessary.
> 
>     Remember, as an operator, you have agreed to spend the extra time
> and effort to deal with these users. You are also expected to abide by
> the Ubuntu Leadership Code of Conduct
> (http://www.ubuntu.com/community/leadership-conduct), the normal Code
> of Conduct (http://www.ubuntu.com/community/conduct), the Ubuntu IRC
> Guidelines (https://wiki.ubuntu.com/IrcGuidelines), and the Operator
> Guidelines (https://wiki.ubuntu.com/IRC/IrcTeam/OperatorGuidelines) at
> all times. If you quiet or ban a user, it is your job to follow up
> with a PM. If you do not have the time to deal with a user, ask
> another operator in #ubuntu-ops to do so, but it is your
> responsibility to find another op to help you out.
>