User Management

by Rizzen
Last updated 3 years ago

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User Management

1st Step

Inbound

User Management Module

Take Action

Recording

Reporting

Wrapping up & Outbound

2nd Step

3rd Step

4th Step

Last Step

You wont always have to report each incident or issue. Most issues and incidents will be fixed quickly and easily. However, this is not always the case, especially with a ticket or email incident or issue.The importance of the Incident Report Form becomes significant in incidents that move beyond warnings and kicks. Once we start having to ban or block users, we need a report form completed. Once you've completed the form, please send it to the respective coordinator for administration (EG: Minecraft, Training, TeamSpeak, Etc)Do not take action beyond warning and kicks without completing a form. You will be asked for it in the event it gets bumped up to coordinator level.

The 'inbound' is what we call the first step to user management. The user in question has done something that has either caught the immediate attention of a moderator/op, or has been reported by a user. Live or reported, the process for inbound remains the same, and any user with the ability to take action 'should take action'. There are many ways you could receive a complaint or report of a user breaking rules. This timeline is important to follow, or user management becomes challenging, especially in the event we need to provide details to law enforcement.ScoutWired has a basic matrix of response for user management. It is simply a matter of referring to the matrix.

When dealing with a user management issue. The first thing you must do is take action, if no action has been taken. If someone senior to your role has taken action or is taking action, it is best to take no further action from this point.If you are taking action, you need to respond promptly. This may require you to act immediately by warning the user in chat, or it may require you to email the user or contact the user advising them of the issue, and warning them.It might be that the matrix has other required outcomes such as escallate, or report directly to council. These will be covered in your specific training modules. Child Protection Polcies and Rules are as detailed in the Child Protection and Network Security Module. The important thing to remember when dealing with an email or ticket complaint, is to advise the person that you have taken action, and what action you have taken. If they have issues, they can always request to speak with a coordinator relating to the matter.If the user you are taking action against, defend's themself or becomes abusive or aggressive in their communications, escallate the complaint to the next level or to council. We do not expect you to have to fight or argue, but make sure you have valid and justified reasons for taking action.Words are very powerful, more often than not, you can diffuse an incident or issue without needing to threaten the user or dish out punishments. Watch the video below, as questions in the exam are related to some of the material.

We strongly suggest that you record anything related to the issue or incident. This might be in screenshots, or through logs or emails. Evidence that proves the incident or issue actually occurred and clearly shows the full surrounding story.In the event you receive a ticket or email complaint to manage, try and get as much detail from the person as possible, and any details you can about the user being accused.It is usually a good idea to complete one of the ScoutWired Incident Report Forms. You can download a copy from the link below.In the event the accused refuses to respond to attempts to discuss the matter, please include copies of emails and the date/time stamps from when they were sent, along with any response or lack of response. After 2 weeks of no response, put and the end of the box, so that we can see that the user was contacted and had time to respond. DO NOT flood the user with emails. 3 emails during the 2 weeks period is enough.

Once the report is completed, make sure you notifiy the user who filed the complaint. Advise them of their right to speak to a coordinator about the issue/incident if they feel they have not been dealt with appropriately. Thank the user for taking the time and courage to report the issue/incident, this will encourage others to report, keeping out network safer.


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