Wiki: Support Team Protocol TEST

[Naomi4Christ]

Moderating forums

In the CF Support forums (eg Report Bugs, Suggest New Features), we will respond to member question to the best of our ability or try to find the answer from the relevent Admins or Erwin.

Closing threads

At our discretion, we will close the thread when the problem is solved, or question answered. This is to help those administrative staff members the ability to quickly find the threads that require their attention. We encourage members to post if their bug is fixed, or question adequately answered.

Similar posts

If we receive multiple reports of the same bug, we may choose to close all but one of them, leaving a link to the active report in the closed one. We may also edit the title of the post to enable members and administrators to quickly assess all the posts on the page. Again, this is purely for efficiency.

We encourage members to check to see if their bug has already been reported, and then to post on that thread. It is useful to hear from any member that is experiencing a problem, so that we can gauge the nature and extent of the problem.

Moving threads

At our discretion, we may move threads that we feel are more appropriate to a different CF Support forum. If we do this, we will leave a one-week redirect in the original thread.

Report handling

We will assess each report against the current CF rules to determine whether the post breaks any of these rules. If we determine by team consensus that there is a violation, we will then determine what we will do with the post. This means we will decide whether to edit (either RFE or staff edit), delete, or move the post. When this work is complete, we will explain to the member via PM.

Members are free to read the public Support reports threads. They may comment in report threads if they have some clarification to add to the discussion about whether the posted report is a violation or not. However, further attacks, personal discussions, or continuation of the argument from the reported thread are NOT acceptable and will be deleted from the report thread at the moderator’s discretion. Discussion of other posts should be only take place when needed in order to add context to the reported post.

While reaching a consensus is important, at this time there are no set definitions of a consensus, for the purpose of reports. Both staff and member opinions will be taken into consideration when deciding whether or not the post breaks a rule, and what steps to take.

There is a statute of limitations of two weeks (fourteen days). In other words, if no decision is reached and initial staff action taken by that time, the report should be closed and the post left unacted upon.


Thread Cleanup

When a thread becomes unproductive and is producing several reports, we may elect to close the thread for review and cleanup. We would announce this via a mod-hat in thread, giving a brief explanation of the problem. During cleanup, we delete any bad post (and posts that quote a bad post), and use a single automated PM to serve as notice. Further explanation and guidelines for the thread can be given via mod-hat when the thread re-opens.

If there is nothing salvageable, we may decide to leave the thread closed after cleanup, and this would be explained in a mod-hat.

Chat Box Rules
4. Chat Box Rules (http://www.christianforums.com/rules) (in CF Rules and FAQs)
Wiki: Chat Box and IRC Rules (http://www.christianforums.com/t5676327-wiki-chat-box-and-irc-rules.html) (Link is Wiki, not the rules of Chat Box, but place to edit and discuss future revisions.)

[ravenscape]

I would like to add something about member posts in the threads, similar to what the Theology Team has adopted:


Member commentary in reports: Members are free to read the public Theology reports threads. They may comment in report threads if they have some clarification to add to the discussion about whether the posted report is a violation or not. However, further attacks, personal discussions, or continuation of the argument from the reported thread are NOT acceptable and will be deleted from the report thread at the moderator’s discretion.



Member commentary in reports: Members are free to read the public Support reports threads. They may comment in report threads if they have some clarification to add to the discussion about whether the posted report is a violation or not. However, further attacks, personal discussions, or continuation of the argument from the reported thread are NOT acceptable and will be deleted from the report thread at the moderator’s discretion.

I'll add this to the wiki, but please tweak if you think it needs work.

[Morgaine1205]

I think that is a great addition.

We also may want to think about how to respond if a request goes into the wiki (and/or discussion) about time frames for thread cleanups.

[SilentTraveler]

I think we need to determine how long it is feasible for us to do cleanups in the first place and who has authority to commence cleanups. Any mod hsa the ability or is it Supers who should walk through cleanups with a mod?

Just tossin an idea out. I do think we need to set a time frame just as Morgy suggested.

[ravenscape]

Here's the site-wide thread closure protocol in the FAQs. Do we need to tweak?

Thread Closures

Threads can be temporarily closed for any of the following reasons.
.....Cleaning (target 48 hours or less for completion)
.....Review (target 24 hours or less for completion)
.....Too many broken rules (Mod Hat should specify which rules were being violated)
.....Request of the OP (Mod Hat should specify that other members may repost the OP if they wish to continue the discussion)

[tapero]

Hi, just a note:

This wiki since is not stickied as an FSR and thus is not in effect until stickied and closed and protected.

So, a snapshot needs be done when ready to do so, and stickied, and because in wiki forum, protected, and closed.

It is my understanding that Admins do the snapshots. (but not clear.)

In Wiki forums, when doing a sticky it just moves the whole Wiki and not just the article.

Once an FSR is in place, it may not be altered by anyone (including staff, even for a typo).

Can only be replaced by new FSR developed, with consensus or poll.

Also there is a FSR now in place which duplicates most if not all contained in this Wiki.

Also, this really isn't right place for fsrs and fsr protocols to be posted, (imo) however, can't think of where else to put (exept team HQ's.) All that pertains to Wiki is what should be contained here, so somthing teams will need decide.

It's understood not many partipate in this wiki or others here as well, so consensus is then, those who are agreeing, majority.

Thanks, please contact me if have questions or concerns that I might be able to help with.

tapero

[tapero]

Hi, after posting in this wiki discussion and others in support wiki, I decided to do a mass pm to all admins to help with process rather than go in team by team wikis giving help.

Thanks!

[FatBurger]

I've made an addition of a statute of limitations on reports.

[FatBurger]

I added a couple lines about comments in reports. Somehow I broke it :(

[ravenscape]

Can you roll-back and try again?

[FatBurger]

Strangely enough, no :(

[meh]

I added a couple lines about comments in reports. Somehow I broke it :(
it looks fine to me....? what's broken?

[FatBurger]

Really? Maybe it's just showing up strange for me then. I no longer have [top] tags, it actually says [top] in some of the headers.

[meh]

It must be you. I see the top headers and everything looks fine here:scratch:

Does anyone care or want something added about using a few symbols on the reports like under 13, PM sent and waiting for response...others if people want. Would that go here? I think it would help keep things tidier and then the team wouldn't have to open up so many reports just to see what's going on.

Or would you like me to shut up and get out of your wiki until/unless I get officially on the team?:doh: :blush:

[FatBurger]

I'm up for it

[ravenscape]

Symbols sound good. Another flag I think would be helpful is something to the effect of "Consensus reached - somebody do something now."

[meh]

ok. let me come up with a list of suggestions here when i get a second.

[meh]

If this looks good to people I'll add it to the Wiki
_______________________________________________

These symbols will be used to indicate what the status of an open report is. Symbols are added to a thread by hitting Thread Tools then Edit on the thread's moderating dropdown menu.

*When a report is closed, please take a second to go back and remove the symbol from the report to keep the archived and other areas more tidy.

List of symbols which will be put on report threads:

http://www3.christianforums.com/images/icons/icon3.gif- PM sent, waiting for response from member

http://www3.christianforums.com/images/icons/icon4.gif- consensus reached; ready for action to be taken

http://www3.christianforums.com/images/icons/icon2.gif- under 13 profile report

http://www3.christianforums.com/images/icons/icon5.gif- someone has a question, needs help or input is needed from other team members



* I can remove that if people think it's just too....ocd-ish :)

[Lindon Tinuviel]

There is a statute of limitations of two weeks (fourteen days). In other words, if no decision is reached and initial staff action taken by that time, the report should be closed and the post left unacted upon.

Two weeks may be a bit too long. For simple edits, I think a week would suffice. After just a few days, let alone an entire week, few people are reading the comment for the first time, and the poster probably doesn't really remember what they said.

I don't see a point to editing something 10 or 14 days after the fact. At best, it would give a warm fuzzy to the Reporter.


I'd add to this proposal that for reports which would require more than an RFE, two weeks would be fine. For very serious potential problems (such as the PayPal legal issue), there should be no cutoff date at all.

[ravenscape]

These would be my concern with closing unresolved reports within a week:

- the current size of the team and the current rate of reports means that it's not always feasible to resolve a rules violation report within that time.

- When we leave an obvious rule violation in an open thread we give other members the impression that it is actually an ok post, and some may feel empowered to post similar violations.

- We don't provide the member who wrote a rule violationg post with the feedback they need to change their posting style a little.

- We are feeling our way through a number of issues related to frequently changing rules, and the team and interested members are sometimes setting an interpretation precedent when working through a report. We shouldn't feel unnecessarily rushed when we're working on something of that scope.

[FatBurger]

Lindon, do you want to propose a completeish list of varying time frames?

[ravenscape]

If this looks good to people I'll add it to the Wiki
_______________________________________________

These symbols will be used to indicate what the status of an open report is. Symbols are added to a thread by hitting Thread Tools then Edit on the thread's moderating dropdown menu.

*When a report is closed, please take a second to go back and remove the symbol from the report to keep the archived and other areas more tidy.

List of symbols which will be put on report threads:

http://www3.christianforums.com/images/icons/icon3.gif- PM sent, waiting for response from member

http://www3.christianforums.com/images/icons/icon4.gif- consensus reached; ready for action to be taken

http://www3.christianforums.com/images/icons/icon2.gif- under 13 profile report

http://www3.christianforums.com/images/icons/icon5.gif- someone has a question, needs help or input is needed from other team members



* I can remove that if people think it's just too....ocd-ish :)
How about an icon that indicates we're waiting for feedback from another team or from a superadmin?

[FatBurger]

How about this one http://www3.christianforums.com/images/icons/icon1.gif

It has sort of an "Ack! We're tied up in paperwork!" feel ;)

[ravenscape]

heh. True dat!

[Alidar Jarok]

Should there be something added about the possibility of merging in the "Similar Posts" part of the wiki? It seems to me that in certain cases (such as similar reports), that merging is a very good idea, and thus should be added into the report.

[FatBurger]

Are you thinking of just reports, or posts outside of reports?

[Alidar Jarok]

My thinking is to get it on the wiki so that the moderators have the ability to merge at their discretion. It is my opinion that it would make things a bit cleaner and more organized, when applicable, to make things less of a headache in the long run.

[Q]

the 2 weeks for a repost to be dealth with

i understand there is only a few of you on the team,and it looks that each of you has to say heir opinion in each report

i suggest that you will change this to a number of moderators agreeing,for example,if 3 agree,the third one will take a ation and close the report

also,some posts are quite obviously 'bad',and it is harmful to have them unchanged,for days,even 2 weeks
till an action is taken

i propose that if a post is bad,it will be hiden-or edited ,and dealth with as a priority,with an option for the member to correct it,if they dont like the staff edit

i think it is unlikely,that a very bad post would be disagreed on,by the team


the reasons for those changes:often I see reports dealth with ,once the thread is not active,and they are edited,with a reason,that other people should no see that kin dof post..by that time,most people who will ever see it have already done so

receivinga request for edit,or any other staff action,about an old post,also makes a member somehow frustrated ,i think

i am not gona edit it,because i am not sure what would work :wave: