Hey everyone!
We have been recently reviewing and updating the list of Administrators and Moderators for the SUMO site and forums (http://support.mozilla.org/). This is a part of making administration and moderation more transparent and accountable.
The current Administrators are all listed on the “Meet the Team” page: https://support.mozilla.org/en-US/kb/meet-team)
The current Moderators are all listed on the Forum Moderators group page: https://support.mozilla.org/groups/forum-moderators
Both Administrators and Moderators have their own sets of responsibilities. A member of one (or both) of these groups is expected to consult others and act based on those responsibilities. The actions taken by either Administrators or Moderators are described below and should be treated as guidelines.
They are also open to your feedback!
Administrator Responsibilities:
In all of the cases below, Administrators may optionally consult with the Moderators and may optionally inform the community about the relevant details of an incident.
Users Being Not Respectful
Use Case: When a user uses abusive language towards another user.
Proposed Administrator action: Editing the abusive message (if public). Sending a warning and reminder about the Community Participation Guidelines to the abuser. If necessary, consulting the Diversity & Inclusion team. In case of a “second strike” (repeated abuse), banning the abuser.
Use Case: When a user displays disruptive behaviour, was asked not to and continues.
Proposed Administrator action: Consulting the Diversity & Inclusion team and banning the abuser.
Use Case: A user has an offensive username that does not follow the Community Participation Guidelines.
Proposed Administrator action: Sending a warning and reminder about the CPG to the abuser. Changing the offensive username. In case of a “second strike” (repeated abuse), banning the abuser.
Use Case: When a user is violent in language or violent or threatening when posting a question or interacting with other users.
Proposed Administrator action: Editing the abusive message (if public). Sending a warning and reminder about the CPG to the abuser. If necessary, consulting the Diversity & Inclusion team and banning the abuser.
Use Case: When a user reports unwelcome attention
Proposed Administrator action: Collecting evidence (screenshots, not copied & pasted text). Sending a warning and reminder about the CPG to the abuser. If necessary, consulting the Diversity & Inclusion team. In case of a “second strike” (repeated abuse), banning the abuser.
Users Being Not Inclusive
Use Case: When a user does not feel safe due to a negative interaction that impact the safety due to commentary, posts or images that do not create a safe environment for an individual’s Background including Family status, Gender, Gender identity or expression, Marital status, Sex, Sexual orientation, Native language, Age, Ability, Race and/or ethnicity, National origin, Socioeconomic status, Religion, Geographic location
Proposed Administrator action: Collecting evidence (screenshots, not copied & pasted text). Sending a warning and reminder about the CPG to the abuser. If necessary, consulting the Diversity & Inclusion team. In case of a “second strike” (repeated abuse), banning the abuser.
Moderator Responsibilities:
In all of the cases below, Moderators are requested to start a separate thread about the incident in the Moderator forums, so that Administrators are made aware of all incidents and are able to assist if necessary.
Use Case: When a user is spamming the site.
Proposed Moderator action: Moderators can deactivate the abusing account and mark all of its messages as spam.
Use Case: When a user’s postings are advertisements or irrelevant links.
Proposed Moderator action: Moderators can send a warning to the abusing account and mark the offending messages as spam.
Use Case: When a user has posted images that are offensive or not relevant to the contribution they are participating in.
Proposed Moderator action: Moderators can remove the offensive images and deactivate the abusing account.
Use Case: When a user is participating for a prolonged period of time (for example more than 24 hours straight) without a significant break, has been asked to take a break and has not taken one.
Proposed Moderator action: Moderators can send a final message to the user about a forced deactivation of their account and deactivate their account.
Use Case: When a user reports unwelcome attention - either in public or private communication.
Proposed Moderator action: Moderators should ask the user to contact the Administrators for further investigation.
Please let us know below what you think about these and what is your take on our new team member - more details on that in the blog post.
