Wes Morgan writes:
>Perhaps David can give us a bit more information on the process
>AOL uses. I know that, in at least one case, complaints are
>referred to the Terms of Service folks - not David. Perhaps
>a 'quick response' bug should be put in their ear.
Basically, all complaints about member abuses of Internet and USENET
privileges (should be) sent to firstname.lastname@example.org [email@example.com is aliased
to the same address]. My assistant and I process these complaints and other
mail. Complaints are forwarded to AOL Terms of Service for actual disciplinary
action against members and are acknowledged, if necessary, by postmaster.
Report summaries are also posted to alt.current-events.net-abuse and
news.admin.misc, but these summaries deal with USENET abuse.
I do not generally acknowledge abuse actions to those lists which have been
hit unless I know that the list owner and participants would appreciate it --
I know in my case, the extra bandwidth would just exacerbate the situation,
and I assume that action will be taken (unless the abuse continues).
Of the other mail which arrives in my boxes, mail dealing with mailing list
issues is either answered directly by me or is forwarded to ListMaster (where
I answer it on my next sweep through that account, which presently is every
other day except weekends). Mail of interest to members of this list is
essentially *not* forwarded to another party but is dealt with by me or sent
to TOS (Terms of Service) for actual action. I personally consider mailing
list abuse to be more serious than USENET abuse simply because you cannot
issue cancels for e-mail, so there is no way I can 'clean up after' members wh
o have abused their privileges either through ignorance or deliberate action.
I'd be happy to go into greater detail about the process in private mail, if
anyone cares to ask.
AOL Postmaster, USENET Admin (etc)