[ga-abuse] Proposal: procedures for handling complaints

[Harald Tveit Alvestrand <harald@Alvestrand.no>]

[this is a resend, since the new moderators are now on-list]
Hi folks,
there now being five moderators, the old system (Harald sees complaint, 
Harald thinks, Harald acts, Harald records) does not work any more.

Having thought for a while, I propose that we adopt the following INFORMAL 
rule for handling complaints in the ga-abuse list:

1) A complaint is received on the ga-abuse alias.
2) One of the monitors (M1, the first one to get around to it) investigates
    the complaint, and sends out a message to the ga-abuse list ONLY, saying:
    - What the complaint is (From, About, Victim, Rule infringed)
    - The URL to the posting(s) in the archives
    - What he thinks should be done (Warning, Suspension for N weeks)
3) Any monitor who DISAGREES with the proposal posts ASAP to the ga-abuse
    list, stating his reasons for disagreeing. If there is disagreement,
    the ga-abuse list must discuss until we have a clear majority in favour
    of a single course of action.
4) When 24 hours have passed since the first monitor's message without any
    protest, or when the monitors have reached agreement, a monitor who AGREES
    with the proposal (M2) sends a message to the ga-abuse list saying
    "I will take care of this".
    He then sends a message to the complainant, CC ga-abuse, stating the
    complaint and the monitors' action.
    If it is a suspension, the GA list will also get
    a copy. If it is a warning, the person complained about gets a copy.
    The subject prefix [ADMIN] is used on the message.
    When the action is a suspension, M2 will contact the list keeper (currently
    Elisabeth) and ensure that the filter is installed before sending the
    email.
5) The GA-abuse secretarty (log keeper) records the action in the list of
    actions, noting the identity of M1 and M2.

M1 and M2 must be different, and neither can be the complainant or the 
complained-about party.

In the normal case, where everything is clear, this should make it possible 
to treat most complaints within 2 days.

Comments?

(If people are happy with this, I will divide my long list of unresolved 
complaints into single messages, acting as M1 for each, and waiting for 
someone to be M2).

                   Harald