Adding more moderators to our communication properties

communication/moderation.md

@@ -1,11 +1,77 @@
 # Moderation on Kubernetes Communications Channels
 
 This page describes the rules and best practices for people chosen to moderate
-Kubernetes communications channels. This includes: Slack, the mailing lists
-and _any communication tool_ used in an official manner by the project.
+Kubernetes communications channels. This includes Github, Slack, forums, mailing
+lists, YouTube, Zoom, and any property listed in the SIG Contributor Experience
+[charter](/sig-contributor-experience/charter.md#code-binaries-and-services). 
 
 - Check the [centralized list of administrators] for contact information.
-
+- Some Kubernetes properties, like the Twitter account, are managed by the CNCF.
+
+## Selection of Moderators
+
+Each Kubernetes property has a certain set of [moderators](./moderators.md) who
+are responsible for keeping it safe and a fun place to participate. 
+
+Moderators are selected by following the criteria:
+
+Moderators _MUST_:
+
+- Be a [Kubernetes member](/community-membership.md).
+- Have experience moderating something or some equivalent level of community
+  management. 
+- Make themselves available during their primary working hours for their given
+  timezone.
+- Communicate their availability to their peer moderators when appropriate when
+  travelling or becoming unavailable for a period of time
+- Understand that volunteering for this role might mean an occasional personal
+  time commitment or offhour duty.
+
+The process for applying for moderatorship is as follows:
+
+- Sponsored by 2 existing moderators **Note the following requirements for
+  sponsors**:
+    - Sponsors MUST have close interactions with the prospective member - e.g.
+      participating in the appropriate property, coordinating on issues, etc.
+    - Sponsors MUST be from multiple member companies to demonstrate integration
+      across community.
+    - Sponsors MUST take time zone coverage into account, each property should
+      have global coverage. Ideally no more than two(2) moderators are needed in
+      a given time zone.
+    - Sponsors MUST ensure that nominees are familiar with the software they are
+      using to moderate.
+- **[Open an issue][moderator request] against the kubernetes/community repo**
+   - Ensure your sponsors are @mentioned on the issue
+   - Complete every item on the checklist ([preview the current version of the
+     template][moderator template])
+   - Make sure that the list of contributions included is representative of your
+     work on the project.
+- Have your sponsoring reviewers reply confirmation of sponsorship: `+1` or
+  similar approval.
+
+### Moderators Pro Tempore
+
+Each property will have a list of moderators who cannot commit to full time
+moderatorship, but are available during special events or circumstances or for
+adhoc duties. 
+
+For example if all moderators are attending a conference, pro tempore moderators
+may be assigned to monitor a property.
+
+## Rotation of Moderators
+
+Content moderation can be personally tiring, so primary Moderators _SHOULD_
+rotate on a regular basis.
+
+- Primary moderators should evaluate their position(s) as a team _yearly_.
+  - Determine whether the moderation situation on the property is working. 
+  - Rotate teams accordingly
+  - Consider rotating in less experienced person to give them an opportunity to
+    participate
+  - Take into account time zone considerations
+- Due to less workload Moderators Pro Tempore should be a lightweight role
+  - Primary moderators could consider switching to this role for a given amount
+    of time to allow for a healthy rotation
 
 ## Roles and Responsibilities
 
@@ -19,9 +85,9 @@ Moderators _MUST_:
 - Take action as specified by these Kubernetes Moderator Guidelines.
   - You are empowered to take _immediate action_ when there is a violation. You
     do not need to wait for review or approval if an egregious violation has
-    occurred. Make a judgement call based on our Code of Conduct and Values
-    (see below).
-  - Removing a bad actor or content from the medium is preferable to letting it
+    occurred. Make a judgement call based on our Code of Conduct and Values (see
+    below).
+  - Removing a bad actor or content from the medium is required, do NOT let it
     sit there.
 - Abide by the documented tasks and actions required of moderators.
 - Ensure that the Kubernetes [Code of Conduct] is in effect on all official
@@ -33,6 +99,10 @@ Moderators _MUST_:
   cultural differences between Kubernetes community members.
 - Understand that you might be contacted by moderators, community managers, and
   other users via private email or a direct message.
+- Keep up with software/platform changes on the property they are responsible
+  for. This might include new UI changes, new features, or other software
+  changes. Moderators are encouraged to meet regularly to train themselves how
+  to be proficient with the platform.  
 - Report violations of the Code of Conduct to <conduct@kubernetes.io>.
 
 Moderators _SHOULD_: 
@@ -41,7 +111,8 @@ Moderators _SHOULD_:
   other community members.
 - Understand the difference between a user abusing the resource or just having
   difficulty expressing comments and questions in English.
-- Be an example and role model to others in the community.
+- Be an example and role model to others in the community. In many cases you are
+  the some of the first people new contributors will interact with.
 - Remember to check and recognize if you need take a break when you become
   frustrated or find yourself in a heated debate.
 - Help your colleagues if you recognize them in one of the [stages of burnout].
@@ -53,9 +124,33 @@ Moderators _SHOULD_:
 The Kubernetes [Code of Conduct Committee] will have the final authority
 regarding escalated moderation matters. Violations of the Code of Conduct will
 be handled on a case by case basis. Depending on severity this can range up to
-and including removal of the person from the community, though this is
-extremely rare.
-
+and including removal of the person from the community, though this is extremely
+rare. This decision comes from the Code of Conduct committee, not the moderators. 
+
+## Escalation Procedures
+
+In the event of large attacks the moderator and moderator team must enact the
+following procedures:
+
+- The person on call should immediately concentrate on removing the offending
+  content and asking for other on call moderators for help. That is their sole
+  responsibility. 
+- The secondary person on call should immediately begin to take notes to
+  document the incident, this will form the basis of a post-mortem. The 2nd
+  person on site is responsible for finding help and documenting the incident. 
+- The secondary person on call will escalate if necessary, if it's a one off
+  incident and the content is removed then the collective moderators can work on
+  a post-mortem and report the incident to primary moderators within 24 hours.
+  - If it's a sustained incident that needs more help the secondary will contact
+    a primary moderators as soon as possible.
+  - If appropriate, the next level of people to contact are the OWNERS of this
+    subproject
+  - If appropriate, the next level of people to contact are the [Code of Conduct
+    Committee]
+  - If appropruate, the next level of people to contact are the [Steering
+    Committee]
+- Moderators will have access to a private document with contact information of
+  the appropriate people.
 
 ## Specific Guidelines
 
@@ -74,27 +169,40 @@ umbrella.
 
 - [Slack guidelines](./slack-guidelines.md)
 
+### YouTube
+
+- Moderators should check the Comments section in the community tab regularly for
+published comments and the "holds for review" sections to see if comments are being flagged by the system.
+- We do NOT use YouTube comments during our live streams, these are checked as OFF in the settings. 
+
 ### Zoom 
 
 - [Zoom guidelines](./zoom-guidelines.md)
 
-
 ### References and Resources
 
 Thanks to the following projects for making their moderation guidelines public,
 allowing us to build on the shoulders of giants. Moderators are encouraged to
 learn how other projects moderate and learn from them in order to improve our
 guidelines:
 
-- Mozilla's [Forum Moderation Guidelines](https://support.mozilla.org/en-US/kb/moderation-guidelines)
-- OASIS [How to Moderate a Mailing List](https://www.oasis-open.org/khelp/kmlm/user_help/html/mailing_list_moderation.html)
-- Community Spark's [How to effectively moderate forums](http://www.communityspark.com/how-to-effectively-moderate-forums/)
-- [5 tips for more effective community moderation](https://www.socialmediatoday.com/social-business/5-tips-more-effective-community-moderation)
-- [8 Helpful Moderation Tips for Community Managers](https://sproutsocial.com/insights/tips-community-managers/)
-- [Setting Up Community Guidelines for Moderation](https://www.getopensocial.com/blog/community-management/setting-community-guidelines-moderation)
-
-[centralized list of administrators]: ./moderators.md#mailing-lists
-[Code of Conduct]: /code-of-conduct.md
-[Kubernetes Community Values]: /values.md
+- Mozilla's [Forum Moderation
+  Guidelines](https://support.mozilla.org/en-US/kb/moderation-guidelines)
+- OASIS [How to Moderate a Mailing
+  List](https://www.oasis-open.org/khelp/kmlm/user_help/html/mailing_list_moderation.html)
+- Community Spark's [How to effectively moderate
+  forums](http://www.communityspark.com/how-to-effectively-moderate-forums/)
+- [5 tips for more effective community
+  moderation](https://www.socialmediatoday.com/social-business/5-tips-more-effective-community-moderation)
+- [8 Helpful Moderation Tips for Community
+  Managers](https://sproutsocial.com/insights/tips-community-managers/)
+- [Setting Up Community Guidelines for
+  Moderation](https://www.getopensocial.com/blog/community-management/setting-community-guidelines-moderation)
+
+[centralized list of administrators]: ./moderators.md#mailing-lists 
+[Code of Conduct]: /code-of-conduct.md 
+[Kubernetes Community Values]: /values.md 
 [stages of burnout]: https://opensource.com/business/15/12/avoid-burnout-live-happy
-[Code of Conduct Committee]: /committee-code-of-conduct
+[Code of Conduct Committee]: /committee-code-of-conduct 
+[Steering Committee]: /committee-steering
+[moderator request]: /.github/MODERATOR_APPLICATION.md

communication/moderators.md

@@ -7,22 +7,37 @@ See our [moderation guidelines](./moderation.md) for policies and recommendation
 
 ### kubernetes-dev
 
-### Administrators
+#### Administrators (3)
 
-- Sarah Novotny (@sarahnovotny) - PT
-- Brian Grant (@bgrant0607) - PT
+- Paris Pittman  - PT
+- Aaron Crickenberger - PT 
+- Open
 
-### Moderators
+#### Primary Moderators (7)
 
-- Paris Pittman (@parispittman) - PT
 - Jorge Castro (@castrojo) - ET
 - Jaice Singer DuMars - (@jdumars) - PT
 - Louis Taylor (@kragniz)- CET
-- Nikhita Raghunath (@nikhita) - IT
+- Ihor Dvoretskyi (@idvoretskyi) - EET
+- Nikhita Raghunath (@nikhita) - IST
+- Open
+- Open
+
+#### Moderators Pro Tempore (5)
+
+- Open
+- Open
+- Open
+- Open
+- Open
 
 ## GitHub
 
-- [GitHub Administration Team](https://github.com/kubernetes/community/tree/master/github-management#github-administration-team)
+Note that this team is not only responsible for the project's Github
+administration, but also moderation of issues, PRs, etc. 
+
+- [GitHub Administration
+  Team](https://github.com/kubernetes/community/tree/master/github-management#github-administration-team)
 
 ## discuss.kubernetes.io
 
@@ -33,39 +48,98 @@ See our [moderation guidelines](./moderation.md) for policies and recommendation
 - Bob Killen (@mrbobbytables) - ET
 - Jeffrey Sica (@jeefy) - ET
 
-### Regional category moderators
+Note, due to how the software is designed, dedicated moderators are not required
+for discuss, the [trust
+system](https://blog.discourse.org/2018/06/understanding-discourse-trust-levels/)
+in place allows for self moderation. In this case administrators act as
+exception handlers. Regional moderators are required for language/cultural
+reasons, (ie. we can't expect a community member who doesn't speak a language to
+be able to effectively moderate). 
 
-- [Chinese]
-- [German]
-- [Italian]
-- [Ukrainian]
+### Regional category moderators
 
-## YouTube Channel
+- [Chinese] (3)
+    - Open
+    - Open
+    - Open
+- [German] (3)
+    - Open
+    - Open
+    - Open
+- [Italian] (3)
+    - Open
+    - Open
+    - Open
+- [Ukrainian] (3)
+    - Open
+    - Open
+    - Open
+
+## YouTube Channel (9)
+
+### Owners
 
 - Paris Pittman (@parispittman) - PT
 - Sarah Novotny (@sarahnovotny) - PT
-- Bob Hrdinsky - PT
+
+### Primary Moderators
+
 - Ihor Dvoretskyi (@idvoretskyi) - EET
 - Jeffrey Sica (@jeefy) - ET
 - Jorge Castro (@castrojo) - ET
 - Joe Beda - (@joebeda) - PT
 - Jaice Singer DuMars - (@jdumars) - PT
+- Open
+- Open
+- Open
+
+### Moderators Pro Tempore (3)
+
+These are listed as "Communications Managers" in YouTube
+
+- Bob Killen (@mrbobbytables)- ET
+- Open
+- Open
 
 ## Slack
 
-- Chris Aniszczyk (@caniszczyk) - CT
+#### Owner (1)
+
+- Chris Aniszczyk (@caniszczyk) - CT (non-admin role)
+
+#### Moderators (9)
+
 - Ihor Dvoretskyi (@idvoretskyi) - EET
 - Jaice Singer DuMars (@jdumars) - PT
 - Jorge Castro (@castrojo) - ET
 - Paris Pittman (@parispittman) - PT
+- Open
+- Open
+- Open
+- Open
+
+#### Moderators Pro Tempore (9)
+
+- Open
+- Open
+- Open
+- Open
+- Open
+- Open
+- Open
+- Open
+- Open
 
 ## Zoom
 
 - Paris Pittman (@parispittman) - PT
 - Jorge Castro (@castrojo) - ET
+- Open
+- Open
+- License and main account controlled by the CNCF
 
 
 [Chinese]: https://discuss.kubernetes.io/t/about-the-chinese-category/2881
 [German]: https://discuss.kubernetes.io/t/about-the-german-category/3152
 [Italian]: https://discuss.kubernetes.io/t/about-the-italian-category/2917/2
-[Ukrainian]: https://discuss.kubernetes.io/t/about-the-ukrainian-category/2916
+[Ukrainian]: https://discuss.kubernetes.io/t/about-the-ukrainian-category/2916