[ga] The real reason the rules don't work.....

["William X. Walsh" <william@userfriendly.com>]

Joop has suggested that the rules are the fault for the fact that they
are ineffective.

I believe that is far from the case.

The real reason is that the moderators are not free to act on their
own initiative and to act in a precipitous fashion to complaints,
since they have to hash everything out by committee under our current
chair's "rules."

The moderators need to be independent and free to act on complaints
individually.

Then a moderator can simply read the complaint, read the post(s) in
question, and make a judgement, and forward that judgement to the
chair, secretariat and GA,

The Chair is then free to review the decision, on his own, or at the
request of another GA member or the subject of the decision.

This permits the rules to be enforced in an expedient manner.

So, for a more appropriate motion for fixing our current situation, I
ask the Chair to direct that the list moderators to not moderate the
lists by committee, but by individual review and decision making on
complaints.  Further I ask that he explore with the secretariat a
means of developing a system for dealing with complaint tickets that
is efficient and simple.

When I was with ml.org and managed the abuse team, the way it worked
was that the complaints were handed off to a Trouble Ticket system,
then abuse team members would assign themselves tickets to handle as
they were able, and dispose of the complaints appropriately.
Dispositions were forwarded to the abuse team leader for review.

There are some open source ticketing systems that are easy to install
and manage, and would make it easier for moderators to check for
complaints and dispense with them in an expedient manner.

Provide the moderators with the tools to do their jobs more easily and
efficiently.

Some open source and free projects of note in this area:

Request Tracker is open source
http://www.fsck.com/projects/rt/

Rubicon Tracker is free for non-commercial use:
http://www.rubicon.net/tracker/

Websupport is free for non-commercial use.
http://www.sigh.org/websupport.html

WebTTS is open source
http://www.gashalot.com/software/webtts/


-- 
Best regards,
William X Walsh <william@userfriendly.com>
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