2009/3/2 Sue Gardner <sgardner(a)wikimedia.org>rg>:
There is lots I want to reply to here; this mail is
just a start...
I've just looked at a BLP and nowhere can I
see an guidance on how to
complain. I suggest a "Report a problem with this article" link to
added to the sidebar of all articles as a mailto link to the
appropriate OTRS address.
I agree with this - I think "report a problem" would be a very helpful
starting point.
I've started work on an extension to provide such a link. Hopefully
I'll have something to show in a few days.
FWIW I'll tell you that when people complain to
me, they often say they
tried to find a proper avenue for complaints, but couldn't. I realize there
is a school of thought that "people who can't find the correct avenue for
complaints don't deserve to have their complaints heard," but that's not my
view.
That argument only works if there is an obvious complaints avenue that
they've missed. At the moment, there isn't.
I assume that people are looking for a specific
biography complaints
channel, and probably also looking for assurances that it is
secure/confidential. (Bearing in mind that inaccuracies or distortions in
their BLP would feel highly sensitive to most people.)
So - we can create a channel for BLP complaints, and we can label it
appropriately so people have accurate expectations of confidentiality. But
in order for it to be successful, I believe we would need a cadre of
highly-trained and well-supported volunteers who have pledged to investigate
seriously, communicate tactfully, and maintain appropriate confidentiality.
Do we think we can we do that, and if so, what would it take?
I'm not sure people will understand the concept of OTRS channels, they
just want some clear instructions on how to complain. I don't think
they care how we organise the complaints once we receive them, as long
as it gets dealt with.