Welcome to #DALnetHelp
The follwoing is an e-mail sent by ilythia on 2 August 2000. Policy described below is effective 2 August 2000.
Read this document completely, violations will not be taken lightly.
Greets --
This is an ongoing issue for #DALnetHelp, and recent events have prompted us to revisit this.
Let me begin by saying this: We do NOT do CSop screening.
At *NO* time should we CSOp screen. This means that we will not deny any user from CSOp assistance, and we should not tell them of their chances in getting their password back.
Are there any exceptions?
Yes -- if you are a CSop, you can go ahead and help them ;-)
This is a lengthy email since i'll be going into a bit of history on #DALnetHelp and CSop screening. So if you don't need to know the history, and are fine with the rule, by all means, skip the rest =)
HISTORY:
A long time ago (in a DALnet galaxy far, far away....), there was a period in DALnet's history where the CSops didn't have log access. Services were still logging, it's just that no one could get in and see those logs.
Because of this, the CSops had a right difficult time not being able to see if there was a history of situations with any nick or channels. The CSops had to become almost psychic on many things, and use the rule: If they have a good guess on the password, then they probably own it, and just forgot how they typed it.
Many users had to wait ages to get in touch with a CSop (longer than they do now), and many became frustrated because they only ended up getting turned down. The CSops were getting burned out because of the energy and time spent on each user, deciphering truth from lie, fact from fiction, etc..
At #DALnetHelp, we thought we would try and help the situation on both sides, by prescreening users that wanted CSop help. We would ask those questions that the CSop would help, and if they passed, we would find a CSop and give them a "bullet" (a short run-down on what the situation was), and they would msg the user and assist them. This way, users were assisted on
an immediate basis, and were passed on to a CSop (would be able to either immediately turn them down, or take them a step further and then give the password).
This solution was met with mixed responses. Some CSops welcomed the assistance, some didn't see the use in it, and cited the potential for abuse (a valid argument). To answer the potential for abuse, we trained only the advanced helpers on it, and made sure they were aware of how important the role and process of pre-screening was, and the consequences of abuse/misuse.
I don't think we had any reports of abuse/misuse by any CSops. Although, we did have many reports of eager helpers chasing down CSops and a couple even got rude with them when told that the CSop couldn't assist just then.
Then log access returned! Hallelujah! There was no longer a need for the pre-screening process. Unfortunately, old habits are hard to break, and bad habits are even harder to break.
Pre-Screening So we are back to these rules for "pre-screening". You can see below that the word has been redefined with what we do:
1. Check to be sure they didn't mis-spell the password (Typos)
2. Check to be sure they used the same capitilizations. (Case Sensitivity)
3. Check to be sure that they didn't register with extra characters like <,>,{,},[,],(,)
4. If the above 3 check out, and the password they are trying still doesn't work, then pass them to #OperHelp to wait patiently for a CSop.
Of course, the 4 steps are for when the password they are trying isn't working. If they just flat out forgot their password, then just go to #4 (Send them to #OperHelp).
So, when a user comes in, says they need a CSop for password help:
1 -- Did you forget it completely, or is the password you are trying not working ?
2 -- Forgot completely? Please wait patiently in #OperHelp
3 -- Your pass not working? -- go thru steps 1 - 4
These are the steps for the staff of helpers in #DALnetHelp.
- We do not ask any questions other than those given in the steps above; we aren't CSops.
- We do not tell users what are their chances at getting password help, we don't have the full ability to know, nor do we have the authority.
- We are not wasting users' time by having them wait in #OperHelp. We are following the rules set down for us in this channel as sanctioned by DALnet Administration.
Are there any exceptions?
Yes, but if you don't know what they are, then they don't apply to you (if you don't know what the exceptions are then don't ask either because we won't tell you). Of course, if you are an IrcOp or a CSop, the above rules don't really apply -- you have the training and ability to take that extra step with a user. Some of us have been around for a very long time, and already have an established working relationship with a CSop. Those of us that do, have worked out a sort of "system" with that CSop, and know the special set of rules. But that is not something we train for, nor do we want to see anyone going around trying to establish a relationship with a CSop. If you don't have one, don't go out and try to get one. Just go thru the steps. Going any further will get you into trouble.
Aren't we wasting a users time by just sending them to #OperHelp to wait?
Not really. It may seem like we are, but the plain fact is that as non-Opers, non-CSops, we have no idea what rules they must follow. What may seem like a simple case of expiry, may be something else -- there's no way to know without seeing what the logs show. We are wasting their time, and our own, by going thru steps we have no authority going thru.
If anyone has a question about this rule, or want to know about how to handle a specific situation, or how they handled a situation, or *anything*.. please please please contact me, or any other SOP (dnhsop@egroups.com). We are always around to help and answer your questions. If we don't know the answer, we'll make one up .. JUST KIDDING!!! If we don't know, we'll find out who does and get that answer to you -- this applies to anything, not just this email.
So, for all the SOPs... we want to thank you for the outstanding efforts you've all put into making our channel what it is, and helping it to be the best it can become. (wow, does that sound like one of those " be all you can be " adverts or what.. lol).
But, seriously... our channel is one of the strictest help channels out there, but that doesn't mean we can't be friendly and fun .. it's a tough balance, and I know we can all find it.
-ilythia
#DALnetHelp SOP, SSC, Manager