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IRC operators are the core of ChatX's staff and are perhaps the single most important factor in how ChatX appears to its users. Because of this the manner in which operators appear is very important to ChatX's image, the whole spirit of the network, and how well ChatX lives up to it's credo of "Personal Touch."

== "On Duty" and "Off Duty"

It is recognized by ChatX's Administration that operators may be "on duty" and "off duty". Naturally you have greater freedom to act as you choose when you are off duty; however, you should keep in mind that the activities of an operator reflect upon ChatX even when the operator is not acting as a representative of it. When you are on duty, you should always pay special attention to conducting in a professional manner.

When are you on duty, and when are you off duty? The single definite rule is that when you are acting as ChatX's representative or a ChatX staff member, you are on duty. It is actually possible to be on duty and off duty at the same time, for example you can be "on duty" on a help channel and "off duty" in a private channel. In this case, anything you do or say on the help channel should be considered being on duty, while the private channel activity is clearly off duty.

The interpretation, of course, depends upon each situation. If you doubt, it is better to err on the safe side and behave as if you are on duty.

Here is a few indications that you are on duty:

Usermode +o set, using operator commands.
Usermode +h set, or helping users on a recommended help channel, or helping as a member of ChatX staff (for example, when a user requests help in a private message).
Having channel ops when doing so as a representative of ChatX staff (for example, in an IRC operator channel, or oped using SAMODE).
Participating in the mediation of a user dispute.
Monitoring user or channel situations, incognito or not.
Attending ChatX staff online meetings.
Posting on ChatX's discussion forums or mailing lists.

General Conduct Guidelines

Here are a few guidelines for general conduct. They should not even need to be included, but nevertheless they are listed here so that nobody can say that they were not clearly stated.

Always follow ChatX's policies and rules.
DO NOT abuse your operator privileges.
Respect and be considerate of ALL users. This include operators and non-operators.

The following should observed when on duty:

Avoid swearing and derogatory comments. This can be off-putting to some users.
DO NOT exhibit sexual behavior in public.
Keep calm -- if you become upset or angry and cannot remain objective, it is a good idea to ask a fellow operator to handle the situation if possible.

Guidelines for Dealing with Users

The manner in which you present yourself may make a difference in how efficiently and effectively you are able to handle any issue with users. You should remain calm, concise and matter of fact at all times when dealing with users. If you become upset or angry, you will be less effective and possibly even unintentionally make the situation worse. It is good to ask someone else to handle the issue for you if you are unable to remain objective. Operators need to work as a team and recognizing our individual strengths or weaknesses is an integral part of good team work. All of us have times when our performance is temporarily diminished. It is better for ChatX to have IRC operators who are able to rely on others for help, than to risk handling a situation badly.

ChatX IRC operators should not look down on users, make fun of or ridicule them. It is part of the ChatX principles/credo that users be treated with the utmost respect. If you feel that you are above the network's "normal users", you should seriously rethink your view, as chances are you'll be removed soon. You are an IRC operator on ChatX to serve the network, and thus, its users.

When handling situations involving users, the following recommendations will help you handle it in a good, professional manner. Some of them may only apply to specific situations.

Be polite and respectful.

Give users the benefit of the doubt. If you have had a complaint about a user, ask them to tell you what the problem is themselves before you confront them about their reported behaviour.

Be consistent. If you apply ChatX's rules fairly to all users, then you'll have grounds to stand on should any user wish to complain about your actions.

State the issues clearly, without personal criticism. For example, saying "I received a complaint about someone flooding this channel. Do you know what happened?" will open up communication and the possibility of finding a peaceful solution. Whereas, just saying "I /KILL lamers for flooding.", for example, may result in a escalation of the problem.

State clearly the rule or policy which was violated. For example, "Flooding is not allowed on ChatX because it interferes with other users' ability to chat and can cause some IRC clients to lose their connection to the network." will be instructional as well as stating the network's position on the issue.

State clearly what the consequences are. For example, "You are being warned. If I receive one more complaint, I will /KILL your IRC session. Any complaints thereafter may result in an Autokill (for you or your site)." This way everyone knows what to expect and there will be no need to engage in any debate. Make sure you know what the appropriate action is for a particular violation and do not threaten to take action which goes against the network's policy for that particular issue.

Do not "threaten" action until you are sure it is what you will do. For example, be sure there is cause to /KILL someone before you tell them you are going to do it. While it is good to state that a possible consequence of the action may be a /KILL, it is important for users to know that once we state we will do something, we follow it through. If operators vacillate, it can start to sound like empty threats and the user may "test" repeatedly to see if we really mean what we say. It is better to avoid taking the action until you are sure there is no other option, then doing so quickly without further discussion. Remember to not use profanity or namecalling. Just state the reason based on the offending behaviour.

Do not criticize or ridicule users. Have patience for typos. Avoid embarrassing a user in front of others. We are here to educate, not humiliate.

Remember that ChatX is an international forum. For many English is a second (or latter) language and some colloquialisms and slang may be confusing or easily misinterpreted. Please try to use correct grammar and punctuation as this will facilitate ease of communication. If needed, you may attempt to find a translator.

Try to be sensitive to how others view the role of an IRC operator. Control and privileges are easily misunderstood. Being aware of your own feelings in this regard can be helpful in your interactions with others.

You should also be aware that because IRC operators are perceived as having "power" on the network due to their privileges, some unscrupulous users will attempt to manipulate and exploit operators for their own benefit. Most users on IRC fall outside of this group, but such people are common enough that every operator will eventually meet one sooner or later. Keep this in mind when dealing with help requests and reports of abuse.

Guidelines for Staff Interaction

When dealing with other staff members, how you conduct yourself is very important too. In general, it can have a huge influence in the overall morale, both good or bad. Here are a few guidelines that should be followed when interacting with other staff members.

Be polite and respectful.

Help other staff members if they ask for it.

Utilize your "chain of command." For example, if you are having a problem with some issue, make sure your admin is aware of it, say before going to a NOC member. It is better they find out from you, than from when we (the NOC) confront them on it.

If you think someone is doing a good job and have something nice and encouraging to say, say it. Positive input is always welcome, and can make a big difference.

If you think someone is not acting right, you may try to correct him/her in private, POLITELY. Do not make defaming or derogatory comments about other staff members, especially not in public. It only lowers morale, potentially embarrasses the person and doesn't help to solve the situation. The opers@ mailing list is NOT to be used for this purpose.

If you want to make a complaint about another staff member, follow the instructions listed below. Do not flame him/her in public, or attempt to "get to" him/her in other ways.

Staff Misconduct

The procedure for registering a complaint about a ChatX staff member is as follows:

Try to resolve the problem by talking to the other person directly.
If there is still a problem, report it to the person's superior, and be sure to keep your superior informed of the situation as warranted. If the issue is related to some department/division, report it to the department/division's leader. If the person is an IRC operator and it is a generic complaint, report it to that person's admin. If you do not know the operator's primary server, report it to the admin of the server that operator was opered on at the time (chances are you will likely be directed to talk to the responsible admin).
If the problem remains unresolved after the superior has investigated and made a decision, a report can be sent to the Admins (admins@chatx.net) with supporting documentation (including all the logs from all meetings with the person and with the superior, if available). In the case of Services related problems, it can be reported to the SRAs (sra@lists.chatx.net) in addition to or instead of the Admins.
Any case unresolved by the Admins may be reviewed by ChatX's Network Oversight Committee (NOC) or CEO, who will make the final decision,

The possible consequences of misbehaviour are decided by the superior of that staff member (either the IRC operator's admin or the department/division leader, as appropriate) alone or in conjunction with the Admins, NOC and/or CEO. Consequences will be proportional and relevant to the offense and may include:

Demotion to a "local operator" for a probationary period.
Personal and public apology.
Replacing or reconstructing damaged records.
Removal of channel AOPs/SOPs; temporarily or permanently for repeated misuse.
Removal of Services Operator or Services Administrator access.
Mailing list moderation or removal.
Removal of O:line or staff position.
Refusal of future O:line opportunities.