
                                 ILHost
                             
                           ILink Host's Guide
                           ------------------
                                                      
                               Version 4.0
                                                       
                               March 2001


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            CONTENTS

            I. Background
           II. Hosting
          III. Moderating
                           
    
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I.       BACKGROUND

   
   A. Before you begin hosting, the Conference Administrator (CA) will 
      arrange for you to have access to the following restricted 
      conferences:

      1. HOSTS:  The Hosts Conference is the working conference for all 
         hosts.  If you have questions or want to discuss ILink issues 
         with the CA or other hosts, this is the place to do it.  This 
         conference is required reading.

      2. ILINK:  The ILink Conference is the working conference for 
         ILink sysops.  If you need to contact a sysop about a 
         participant in your conference, you must post the message in 
         the ILink Conference.  This conference is required reading.

      3. COCONUTS:  This is chit-chat conference for hosts and sysops        
         only, a place where you can unwind and relax.  Participation is 
         optional.


   B. Note that everything posted in the restricted conferences is 
      considered confidential and must not be discussed elsewhere.


   C. The two conferences below are required on all ILink systems, and 
      should be available to all participants. 
       
      1. Host&User:  This conference is for handling questions about 
         specific moderation actions.  You'll have occasion to 
         participate in Host&User only if you are actively moderating a 
         user (participant).  
         
         a. It is the place where a user and host can "step out in the 
            hallway" and discuss a moderation call without disturbing or 
            interfering with any of the other ILink conferences.
      
         b. Participation is limited to the directly affected user and 
            host, with input as needed from the Host&User Conference 
            host or the Conference Administrator.  
            
      2. ILINK-INFO:  This conference's focus is to answer user's 
         questions about the network.  You are encouraged to read 
         ILink-Info (as are all ILink participants)



   D. The documents listed below are required reading for hosts.  They 
      are available on the ILink Web site and should be available on 
      local BBSs. 

      1. ILHOST:  This host's Guide.  ILHOSTxx.ZIP (xx = Version#)
         
      2. ILGUIDE:  The Etiquette Guide for ILink participants.  
         Every participant should be strongly encouraged to read this 
         document.  Look for ILGUIDxx.ZIP.  (xx = Version#)

      3. ILDOC:  ILink's official organization and operations, including  
         BBS requirements.  Look for ILDOCxx.ZIP.  (xx = Version#)

      4. ILNKyymm:  A frequently updated list of: ILink conferences, 
         their descriptions, and hosts; ILInk BBSs, their capabilities, 
         and sysops; and ILink's "tree" of BBS interconnections.  Look 
         for ILNKyymm.ZIP.  (yymm = Release date.  Where yy = last two 
         digits of the year and mm = the month number)


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II.      HOSTING

   
   A. A host is responsible for maintaining ILink messaging standards in 
      a conference and is expected to read all its messages daily.  The 
      host of a conference:

      1. "Chairs" the conference.

      2. Provides an example to participants by following ILink's 
         etiquette guidelines.

      3. Helps spur new discussions and takes part in old ones.

      4. Answers participant's questions on conference topics and 
         policies.
                         
      5. Keeps conversations on topic and limits personal messages, 
         especially in technical or specialty conferences.

      6. Guides participants to other conferences when they require 
         information not available in the current one.

      7. Routinely advises the CA on the state of their conference, 
         particularly if there are problems.

      8. Is responsible for keeping order when necessary.

      9. Arranges coverage by another host if it is necessary to be away 
         for more than a few days at a time.


   B. Getting started

      1. Most likely, you are already familiar with the conference - if 
         not, you should now make a point of downloading the last month 
         or two of messages to get a feel for the traffic.

      2. Once you feel comfortable, announce yourself in your conference 
         as the new host.  Or, if you prefer, the CA will make the 
         announcement for you.

      3. After you've been in the conference for a while as host and 
         gotten a feel for it, you'll want to review the description for 
         your conference to see if any changes are needed.  If so, you 
         should clear the revised description with the Conference 
         Administrator and then post it in your conference.

      4. You should periodically post any guidelines or policies 
         specific to your conference, ie:, those not covered in ILink's 
         etiquette guide.
   
      5. Invitations to readers of another conference to come into yours 
         are always on topic and proper, and no permission from anyone 
         is needed if:

         a. You see a message in another conference which indicates that 
            the poster would be interested in your conference.
      
         b. The invitation is posted in a conference where it is 
            reasonable to assume that the readers would be interested in 
            your conference as well.

         c. The invitation is short and to the point.

         d. The invitation is posted no more often than once every two 
            months.

      6. Also, you can write up "invitations" to join your conference 
         and post them in the ILink-Info Conference, or in the ILink 
         Conference (in this instance, preface your invitation with a 
         request for sysops to post it on their main board).  It is 
         suggested that any host who sees such a promotional 
         advertisement ensure that a copy is posted to their own 
         system's main board.



   C. You and Your Conference

      1. As the host of your conference, you are expected to uphold the 
         highest standards of messaging behavior, to set the tone, and 
         to provide an example for others to follow.  Similarly, try to 
         be an example of good behavior wherever you go in ILink.

      2. Your goal in moderation actions should be to divert small 
         problems before they turn into big ones.  Be aware of what's 
         going on in your conference.

      3. It is critical that you have an understanding of what is 
         expected of the participants (and you, yourself, as a 
         participant) in order to do the "moderation" and much of the 
         "host" function of your job.  

      4. In the large majority of the cases, you should be an active
         participant in your own conference.  However, conferences which 
         are likely to cater to controversial topics (Opinion, Religion, 
         Politics, etc.) may require more moderation work than most.  
         You may find it best to not actively participate in the topics 
         to avoid any misperception that you are taking sides in a 
         moderation issue.

      5. Off-topic messages is probably the most frequent problem you 
         will face:  one or more conference participants start messaging 
         about something that does not belong in your conference.  Most 
         off-topic threads start innocently but could go on for a long 
         time if unchecked.  Use judgment and tact when moderating 
         off-topic messages, and be helpful rather than critical.  A 
         friendly suggestion as to where such messages should be posted 
         will usually be well accepted by most participants whereas a 
         demand may not be.  Generally, you needn't jump on the first or 
         second off-topic post; use your good judgment as to when to 
         suggest the discussion be moved.

      6. "Inappropriate language" is hard to define succinctly (or 
         otherwise). We all know the "Seven Dirty Words".  Avoid them in 
         our conference message bases.  Note that due to the nature of 
         the WordPlay or Writers Conferences, the quoting of vulgar 
         words, as in a book review or when quoting lyrics or in 
         Safe_Haven (when such terms are used to describe past or 
         present abuse or abusive situations), should not be moderated.

      7. Attacks and Flames

         a. Attacks may be direct or indirect, blatant or hidden, and as 
            the host, you may occasionally have to deal with them.

         b. Direct Attacks:  These are the most obvious; they are 
            intended to hurt the person(s) being attacked and need to be 
            moderated immediately.

         c. Indirect Attacks:  Indirect attacks may be aimed at a group 
            (those of a particular race, color, sexual orientation, 
            etc.) or at a third person (such as another participant).  
            Indirect attacks ultimately can be just as harmful as direct 
            attacks and should not be allowed.

         d. Unintentional Attacks:  Many sensitive folks may take 
            exception to certain words, attitudes, or topics, and treat 
            them as if they were personal attacks.  In such cases, 
            something not intended as an attack will be perceived as one 
            and you may need to help clear the air.

      8. Carpet bombing and spamming are the indiscriminate, wholesale 
         posting of one or more messages in a large number of 
         conferences.  The message may be commercial, political, or of a 
         grossly offensive nature, and are usually unrelated to the 
         conference topic (although it may be on topic in a few 
         conferences).  In most cases, the poster is unknown or is known 
         to have pulled this type of stunt before.  When you suspect 
         carpet bombing, moderate the message immediately, and report 
         the incident to the CA.  In most cases, ILink's administration 
         will take immediate action.

      9. FAQS (frequently asked questions) offering conference-specific 
         guidelines and common questions and answers may be created by 
         the conference host and posted as often as seems appropriate.  
         Crossposts of information deemed by the host to be valuable to 
         the conference's participants may be made in any conference, 
         but only by that conference's host or his/her designee. Such 
         posts must adhere to all applicable copyright laws and should 
         consist of no more than five 100-line messages in any one day.


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III.     MODERATION
 

   A. The first and foremost guideline for hosts is "use your good 
      judgment". The moderation process, particularly the steps above an 
      Informal Warning, are intended primarily to deal with those people 
      who intentionally and willfully disrupt the enjoyment of other 
      peoples' messaging.  The moderation process should be viewed as 
      educational, not punitive.


   B. ILink is a network of public messages.  When any moderation of a 
      user is needed, that moderation *must* be done via a public 
      message within the conference.  No e-mail or other "back channel" 
      methods are permitted.  This is essential to show the other 
      conference members that the rules are being enforced, and enforced 
      fairly.


   C. Avoid telling a participant they need to change their behavior 
      "because those are ILink's rules/guidelines/policies" whenever 
      possible.  They should change because of the reason behind the 
      policy: to make messaging more enjoyable for themselves and 
      others.


   D. The difference between a host who educates and a moderator who 
      only moderates is evidenced in something as simple as emphasizing 
      the positive outcome of changing one's messaging behavior:  
      "People will enjoy reading your messages more if they don't have 
      to re-read so much of the previous message again; please minimize 
      the quoting", rather than "You have to change because of the 
      rules".

   
   E. The best hosts are those who "moderate" only when they must; when 
      they do, they do so fairly and compassionately, but swiftly and 
      surely.

   
   F. The moderation process is termed the "1-2-3 process" to indicate 
      the progression from one step to the next.  This is a time proven 
      process.  The tone of your messages will naturally be determined 
      by the participant's actions and your own good judgment.  


      1. INFORMAL WARNING

         a. Ideally, this is an educational and generally friendly 
            message to the participant informing them that something 
            they have done isn't in conformance with policy.  Inform 
            them that they should download and read ILGuide so that in 
            the future they can comply with all messaging guidelines 
            which may thus prevent further problems for themselves.
      
         b. This is critical:  You are warning them that they may need 
            to change their behavior; you are not sending them a 
            "punitive message" about something they have done.

         c. You do not need to tell the participant it is an Informal 
            Warning.  You do not need to notify the CA at this stage.

         d. Note that there are 3 exceptions (only) in which you can 
            skip the Informal Warning and go directly to a Formal 
            Warning.  They are listed in the "Exceptions to the 1-2-3 
            Moderation Process" section below.


      2. FORMAL WARNING

         a. If a participant commits a second infraction, the next step 
            is a Formal Warning, even if the second infraction is for 
            something different.  You should avoid falling into the trap 
            of issuing multiple Informal Warnings - the 1-2-3 process 
            is:

            1) One Informal Warning
            2) One Formal Warning
            3) Suspension

         b. The reasoning here is because you told them in your Informal 
            Warning message to download ILGuide so they would know what 
            was generally appropriate and inappropriate, not just to 
            review the policy about the specific infraction.  If they 
            had done so, there would be no need for a second moderation 
            message.

         c. Formal Warning Message
         
            1) The subject line of the message must be "Formal Warning", 
               it is to be addressed to the disruptive participant, and 
               posted in your conference.

            2) Clearly explain the infraction and that the participant 
               is expected to comply with all guidelines.

            3) Ask the participant to review your previous "Informal 
               Warning" and take another look at ILGuide.

            4) Direct the participant to the Host&User Conference if 
               they wish to discuss the matter.  The matter is not to be 
               discussed in your conference: it would be clearly off-topic.

            5) Point out that the formal warning has triggered a 30 day 
               probation.  If your request to change behavior continues 
               to be ignored during the probation period, the 
               participant will be suspended from access to ILink for a 
               cooling-off period.  The first day of the probation 
               period is the date of the Formal Warning notice.

         d. Send the CA and the participant's sysop a message describing 
            the situation and action taken.


      3. SUSPENSION

         a. Suspensions are very rare but do happen occasionally.

         b. If a participant commits another infraction during the 
            probation period of a Formal Warning, the next step is 
            Suspension, even if the infraction is for something 
            different.  Do not issue multiple Formal Warnings.  At this 
            point, it is largely their unwillingness to change their 
            disruptive behavior, not the specific infraction, that is 
            resulting in the Formal Warning.

         c. You cannot skip the Formal Warning step.  Again, the 1-2-3 
            process is:

            1) One Informal Warning
            2) One Formal Warning
            3) Conference Suspension
  
         d. Suspension message

            1) The subject line of the message must be "Suspension", it 
               is to be addressed to the disruptive participant, and 
               posted in your conference.
            
            2) Clearly explain the infraction(s) and the participant's 
               lack of compliance with the guidelines.

            3) Direct the participant to the Host&User Conference if 
               they wish to discuss the matter.  The matter is not to be 
               discussed in your conference: it would be clearly off-topic.
      
            4) Inform the participant that his/her sysop has been 
               requested to deny ILink access to the participant for a
               period of 30 days.  Upon return, the participant will be 
               on probation for 6 months.

         e. A copy of the suspension message must be posted in the ILInk         
            conference as a notice to the participant's sysop.  The 
            30-day "timeout" period begins with the day that the sysop 
            acknowledges your message (the sysop should respond within 5 
            days).

         f. If a participant receives a 30-day Suspension and continues 
            the disruption upon his/her return, the next step is a 
            6-month Suspension.  Upon return, the participant will be on 
            probation for 12 months.

         g. Disruption of a conference during probation from a 6-month
            Suspension or if a participant earns another Suspension from 
            any conference within a 1-year period, it will automatically 
            result in permanent revocation of the participant's network 
            access.

         h. The Administrative Team reserves the right to permanently 
            revoke network access to any participant whose behavior is 
            determined to be highly disruptive to the network, 


   G. Exceptions
   
      1. Hosts are authorized to issue an immediate Formal Warning 
         (meaning they need not have previously issued an Informal 
         Warning) to those participants who commit any of the following 
         (only) three offenses:

         a. Direct personal attacks against an ILink participant

         b. Highly offensive language

         c. Clearly illegal activities

      2. All of ILink's regular procedures relevant to the issuance of a 
         Formal Warning must be followed.

      3. If you encounter an action other than the 3 listed above which 
         may merit an immediate Formal Warning with no preceding 
         Informal Warning, you must contact either the CA or Executive 
         Director for assistance.  Their voice phone numbers and e-mail 
         addresses are posted periodically in the hosts and ILink 
         Conferences respectively.

      4. Remember that you are not authorized to skip the Formal 
         Warning.  In the very rare case that immediate suspension is 
         indicated, prior concurrence of the CA or Executive Director is 
         required.
         

   H. Discussion/clarification of a moderation 

      1. Participant should always be requested not to discuss 
         moderation messages within your conference, since it would be 
         off-topic and disruptive.  Direct them to the Host&User 
         Conference instead.  Use your discretion and good judgment as 
         to whether the participant's reply is sufficiently disruptive 
         and combative to merit moving the moderation to the next step.  
         Note that you cannot escalate the moderation if you haven't 
         told them not to discuss it in your conference.

      2. If, after a discussion between a moderated participant and the
         involved host in the Host&User Conference, the host and/or the 
         host of the Host&User Conference believe the dispute is at an 
         impasse, either host may ask the CA to clarify the situation 
         and ILink's policies.

      3. If a moderated or suspended participant contacts you other than 
         in Host&User (e-mail for example), do not reply nor respond but 
         notify and/or forward all such to the CA for handling.


   I. If a host makes a moderation decision that was CLEARLY 
      unreasonable, the CA may overturn it, erase the offense from the 
      participant's record, and take disciplinary action against the host 
      if any is deemed necessary. "Disciplinary action" may include 
      reprimand, suspension, or outright dismissal, depending on the 
      severity of the case.  There is no "due process" for hosts.  In 
      all cases, an incorrect moderation call which a host is not 
      willing to reverse is a very serious problem.

   
   J. Keep track of moderation actions

      1. If a situation gets sticky, you will need to review the 
         relevant messages.  Some hosts save the messages they 
         anticipate may be involved in a future moderation; others 
         simply database their entire conference.  You should set up a 
         personal system to give you quick access to the actual 
         messages; avoid relying only on your memory.
      
      2. You might find it useful to maintain a log of your moderation 
         actions.  A log of some sort may be required if the moderation 
         escalates, if you need to keep track of probation periods, or 
         if you need to turn over your conference to another host for a 
         period of time.  The log can be as simple or as detailed as you 
         choose, along the lines of:

            User
            Date
            Action
            Reason (Comments)
      

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