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How we work

The Trust and Safety team supports staff, the public and volunteers in our community through approximately 13 workflows in three broad areas. The team is composed of three sub-teams: Policy, Operations, and Disinformation. You can find more details in .

Trust and Safety

As defined in the , the Wikimedia Foundation aims to defer to local and global community processes to govern on-wiki interactions. At times, we must step in to protect the safety and integrity of our contributors, the platform and the public. We support a healthy environment on our projects through several work areas. Among other measures, we receive and handle reports of major safety issues on Wikimedia projects, including suicide threats, threats of violence, and child pornography. We also own the policies regarding from the projects and from Foundation-funded or supported events, and we work with other Foundation teams to address concerns about user privacy and freedom that do not necessarily rise to the level of bans.

As a part of the Foundation’s commitment to respect community autonomy, the Trust and Safety team does not handle general community or community-member disputes that may be addressed through community processes, nor does it serve as an appeal venue for community-made policies and decisions. While we are happy to assist community members in need of help, many times that help will consist of assisting the person to find the right community venue to address their concern.

Regular workflows include:

• Evaluation and reporting:
  • General Trust and Safety inquiries and reports of abuse can be submitted through: cawikimedia.org, in line with the Office actions policy.
  • Threats of imminent physical harm can be submitted to: emergencywikimedia.org, according to the .
  • Assessment of child protection concerns including reports of child pornography filed through: legal-reports@wikimedia.org, as per .
• Global and Event bans: Requests, inquiries, investigations and maintenance. (See also by Trust and Safety.)
• AffCom support: Assist the as appropriate in relation to Trust and Safety matters
• Identification and access rights for community: see
• Trust and Safety database management: mandatory and best-practice record-keeping
• Trust and Safety Disinformation: The Trust and Safety Disinformation team focuses on supporting communities in identifying and countering disinformation campaigns in line with the Disinformation Attribution model, on Wikimedia Foundation platforms. The team supported the evaluation of long-standing community concerns about (the disinformation issue on Croatian Wikipedia) and collaborated closely with English language Wikipedia functionaries ahead of the US presidential election 2020 following the VP incident study.

Direct community support

In close collaboration with Product and other parts of the department, the team lead several trust engineering initiatives.

Other regular workflows include:

• Liaison work: to , , , , and other global groups and functionaries.
• Internal wiki support: Wikis for the Stewards, CheckUsers, Ombuds commission, and election committee.

Internal support

We provide guidance, advice and support to Foundation staff, the Board, and committees. We assist staff routinely with community and content-related concerns, including processing DMCA takedown and notification requirements and, where necessary, responding to search warrants and legally valid subpoenas. We manage requests for advanced user rights required for staff members to do their work by assessing needs and liaising with the .

Regular workflows include:

• Supporting Executives: the Executive Director, the Executive Office, Jimmy Wales.
• Liaison work: to the cross-wiki , the Code of Conduct Committee, and other Wikimedia Foundation teams.
• Supporting the staff: Advanced privileges and user rights for staff.
• Legal support: DMCA takedown and notification requirements, search warrant and subpoena compliance, and comparable workflows

Part of the Trust and Safety team's responsibility within the Wikimedia Foundation is to implement office actions. These articles are rare, and performed pursuant to the Terms of Use, typically as a last resort. Office actions are used to handle privacy violations, child protection, copyright infringement, systematic harassment, and other violations of the Terms of Use that cannot be handled through community-governed processes.

The process leading up to an office action varies considerably based on the action and the circumstances surrounding it. The strongest actions in common use are those taken against users of the websites, typically in the form of global or event bans. These actions are the result of user conduct investigations undertaken by Trust and Safety Specialists, which go through a rigorous review cycle as documented in the flowchart to the right.

Other office actions can include deletions of illegal material. This typically consists of sensitive images of minors which violate the laws of the United States. Trust and Safety also performs deletions to satisfy the Wikimedia Foundation's DMCA Policy, an archive of which is maintained on Foundation wiki.

Appeals

The enables directly involved community members to request review of a community committee of Trust and Safety behavioral investigation outcomes. This committee is equipped to review certain office actions on appeal from individuals directly involved in the case (as the requesting or sanctioned party). For more information, see Office actions#Appeals.

• Phabricator project: Trust and Safety