Thunderbird/Support/Workflow: Difference between revisions

Thunderbird/Support/Workflow (view source)

Revision as of 21:55, 25 August 2010

308 bytes added , 25 August 2010

→‎Dealing with Profanity, Insults and Personal Attacks

Rtanglao

Confirmed users

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edits

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 Get Satisfaction's [http://getsatisfaction.com/ccpact Company-Customer Pact] and Mozilla's community culture requires both staff and users to be respectful and considerate.
-If you see a post on Mozilla Messaging's Get Satisfaction site that contains profanity or insults, email the link and a request for removal to:
+If you see a post on Mozilla Messaging's Get Satisfaction site that contains profanity or insults and you are not a GS moderator, email the link and a request for removal of either just the the profanity or the entire reply or topic to:
 * (Mozilla staff) support AT getsatisfaction.com
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 '''Get Satisfaction Moderators'''
-If the user is merely ranting and doesn't really want help from the community, use the GS "Archive" feature to archive the topic so it doesn't show up in search results. Add explanatory text like:
+==== Removing Replies that contain attacks and/or profanity ====
+If you are a Get Satisfaction Moderator, then '''feel free to remove replies that  are attacks or have profanity without useful information''' (if you want to retain the reply but redact the profanity see "Removing Profanity and Attack Language from Replies"). Use something like the following as a reason for removing the reply.
+"''Hi. I understand from your reply that you are frustrated. However profanity and disrespectful language are unacceptable because they violate the CCPact. Therefore I have removed your reply. Continued use of profanity or insulting language will result in deletion of your account from the Get Satisfaction community."''"
+==== Archive the topic if there's profanity and only 1 ranter & ranter doesn't really want help ====
+If there's only 1 user (or several users all of whom are profanely ranting and not helping) is merely ranting with profanity or attack language and doesn't really want help from the community, use the GS "Archive" feature to archive the topic so it doesn't show up in search results. Add explanatory text like:
 "''This post has been archived because of profanity or insulting language, which is unacceptable according to the [http://getsatisfaction.com/ccpact CC Pact]. Users agree to abide by the pact when they sign up for Get Satisfaction. Continued use of profanity or insulting language will result in deletion of your account from the Get Satisfaction community. If you want help from the community, please create a new community support topic without profanity or insulting phrases: http://getsatisfaction.com/mozilla_messaging/topics/new. Refer to the  [[Thunderbird/Support/GetSatisfaction/README|README]] for information about the required information.''"
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 Set the emoticon text to something like:"I’m hopeful that bug Y will be solved soon/the community can help X soon thereby lessening X's frustration."
-==== Removing Replies that contain attacks and/or profanity ====
-If you are a Get Satisfaction Moderator, then '''feel free to remove replies that  are attacks or have profanity without useful information''' (if you want to retain the reply but redact the profanity see "Removing Profanity and Attack Language from Replies"). Use something like the following as a reason for removing the reply.
-"''Hi. I understand from your reply that you are frustrated. However profanity and disrespectful language are unacceptable because they violate the CCPact. Therefore I have removed your reply. Continued use of profanity or insulting language will result in deletion of your account from the Get Satisfaction community."''"
 == Bugzilla ==