Wikimedia LGBT+/email

This page will be the basis of a proposal for an email system for LGBT+ related enquiries. The email address to be suggested will be LGBTwikimedia.org.

Scope

The concept for the LGBT+ email system is to provide a 'safe space' for any user or contributor of Wikimedia projects who wishes to ask questions or raise issues about the programmes of the Wikimedia LGBT+ User Group or with Wikimedia LGBT+ content, would like to know more about related policies, or feels harassed, hounded or unwelcome in relation to LGBT+ issues to discuss their experience on our projects or at Wikimedia events (regardless of their own sexuality). In the same way as many LGBT helplines work, we plan to agree a basic flow-chart to guide volunteers for enquiries, to make it easier to keep in mind our scope; legal threats have to go to legal, criminal threats ought to be a matter for immediate action such as Oversight, to go to the police (depending on their country of residence!) or victim support, those with general LGBT+ questions seeking professional advice can be pointed to information from LGBT help groups in their country, etc.

Expectations for volunteers

Selecting volunteers

Anyone may volunteer to help with the email system, there is no expectation that they identify as LGBT+, however they should be able to demonstrate a good understanding of LGBT issues that are likely to arise, and be aware of where to find further information and help.

Volunteers who wish to help with the LGBT+ queue should be able to respond in a knowledgeable, neutral and polite manner to enquiries that may include objections to LGBT images or articles existing on Wikimedia projects, may raise complaints about sexual images, or sensitive issues of personal identification such as assertions of sexual orientation having been published on our projects. A past background in LGBT+ groups as well as general life experience and an understanding of project policies and dispute resolution processes, may be a helpful indicator as to suitability. Many enquiries may be suitable to respond to with standard information, however some may require research or asking for further views and advice, whilst always respecting the confidentiality of communications with the correspondent and keeping them suitably updated with progress.

Volunteers may use a pseudonym, this need not relate in any way to their real name, nor their Wikimedia account(s). It should be noted that there is no liability insurance for volunteers. For this reason care must be taken to ensure that correspondence never gives the impression of offering professional or legal advice. The standard email footer states that responses are from volunteers.

There is no set amount of activity expected from volunteers, so a volunteer can fit in as much or a little as they are comfortable handling. A volunteer inactive for several months might be removed, but can re-apply when they have more free time.

It should be recognized that some correspondents may feel safer corresponding with a volunteer that identifies as a similar sexual identity to their own, for example a woman may prefer to discuss an issue of language of Wikipedia biographies including adoption by same-sex couples with another woman.

Transferring email

Having written to an LGBT specific email address, it is sensible to keep emails to the system, unless the correspondent confirms they are happy to be transferred or the email is spam or apparent nonsense that needs no reply. For example a correspondent with an issue on the Spanish Wikipedia, might be more comfortable corresponding in Spanish with a volunteer who has experience in helping with the Spanish Wikipedia OTRS queue.

Flowchart for enquiries

(Flowchart for handling most enquiries. A visual flowchart to be added here...)

There would probably be two main types of enquiry, people asking for LGBT+ information and we point to or provide what we can, and people involved in an incident (which may include those accused of LGBT related harassment) who may be upset and will want to express that and we can listen. In the first camp may be people confused about what we stand for, or are presuming we have a political agenda (such as promoting gay marriage) and we should be able to direct even the most contentious correspondent to our FAQ on meta (which we need to build up).

1. Information request
   1. LGBT+ Contacts and project content help requests - WM-LGBT has an informal friendly network with various Wikimedia projects and organizations. As well as advice on whether relevant WikiProjects or noticeboards exist on specific projects, we can help with finding other interested volunteers.
   2. Request for LGBT+ information within project scope - requests for information that might be found on Wikimedia projects, such as LGBT+ culture and legality in a country can be resolved by either pointing to a project help desk, linking to the most relevant encyclopaedia article(s), or advising on how to request for the topic or photograph collections to be improved if it appears to be missing.
   3. Non-project LGBT+ questions -
2. Abuse or hounding related request
3. Privacy request

Standard responses

(These will be boiler plate texts so that volunteers can quickly respond to the most common questions about where to get more information or what Wikimedia LGBT+ is. Boiler plates are not suitable for assertions of harassment or similar.)

Contact information

(Contacts for the LGBT+ User Group and any others that are commonly requested)

Advocacy complaints

(Reply explaining that the LGBT+ User Group exists to improve accessibility and quality of knowledge on all LGBT+ issues from all viewpoints. The FAQ would be a useful link.)

General LGBT+ help

(A standard explanation that the query is outside the intended scope of the queue, along with some helpful general information on where the correspondent can find better resources for issues such as "I think I might be gay?", "Where can I talk to other gay people?", "Is there an LGBT group in my country?", "Is homosexuality legal?", "What is safe sex?", etc.)