Wiki Admin Group - Regulations and Procedures

This is the Document Release Information
Article Number:	7CAV-DR-030
Scope:	Wiki Admin Group - Regulations and Procedures
Version:	Version 1.0
Effective Date:	04JUL2020
Last Modified Date:	19MAR2021
Approving Authority:	WAG 1IC
Point of Contact:	WAG 1IC

THESE DOCUMENTS MAY NOT BE EDITED WITHOUT WAG 1IC APPROVAL

This page serves to outline the processes, procedures, and responsibilities of personnel in the Wiki Admin Group department of the Information Management Office. These policies were first made available on the forums on Jan 26, 2020, and are subsequent to change.

Personnel Responsibilities

This section serves to cover the basic duties of each given role within the department. Note that these duties are not explicit, and other duties within reason may be asked of a given individual within the department.

Wiki Administration Clerk In Training

• Complete tickets when assigned by WAG 1IC/2IC/Admin Lead
  • Failure to complete assigned tasks within a timely manner may result in punitive action up to and including removal from the WAG.
  • Tickets which are completed are to remain "stickied", but are to be appended "RESOLVED," or "COMPLETED" on the title of the ticket. Do not move tickets to the Resolved/Closed forums.
• Meets with 1IC/2IC, Lead or Senior Clerk at least once per week to assess proficiency
• Adheres to other policies and procedures outlined in this page.

Wiki Administration Clerk

• Complete tickets when assigned by WAG 1IC/2IC/Admin Lead or upon own volition, whichever is more productive and results in a faster service time.
  • Failure to complete assigned tasks, (assigned by self or by 1IC/2IC/Admin Lead) within a timely manner may result in punitive action up to and including removal from the WAG.
  • Tickets which are completed are to remain "stickied", but are to be appended "RESOLVED," or "COMPLETED" on the title of the ticket. Do not move tickets to the Resolved/Closed forums.
• Meets with 1IC/2IC, Lead or Senior Clerk at least once per two months to assess proficiency, efficiency, and goals within department.
• Adheres to other policies and procedures outlined in this page.

Wiki Administration Senior Clerk

• Complete tickets when assigned by 1IC/2IC/Admin Lead, or upon own volition, whichever is more productive and results in a faster service time.
  • Failure to complete assigned tasks, (assigned by self or by 1IC/2IC/Admin Lead) within a timely manner may result in punitive action up to and including removal from the WAG.
  • Tickets which are completed are to remain "stickied", but are to be appended "RESOLVED," or "COMPLETED" on the title of the ticket. Do not move tickets to the Resolved/Closed forums.
• Mentors WAG Clerks and Clerks in Training so as to optimize their proficiency in their roles.
• Meets with 1IC/2IC/Lead at least once per two months to assess proficiency, efficiency, and goals within department.
• Adheres to other policies and procedures outlined in this page.

Wiki Administration Lead Clerk

• Complete tickets when assigned by WAG 1IC/2IC, or upon own volition, whichever is more productive and results in a faster service time.
  • Failure to complete assigned tasks, (assigned by self or by 1IC/2IC/Admin Lead) within a timely manner may result in punitive action up to and including removal from the WAG.
  • Tickets which are completed are to remain "stickied", but are to be appended "RESOLVED," or "COMPLETED" on the title of the ticket. Do not move tickets to the Resolved/Closed forums.
• Assigns tickets to WAG Clerks and Clerks in Training
  • Tickets assigned to WAG Admin Clerks in Training must be suitable to their skill level, and demonstrably beneficial to their learning
• Mentors WAG Clerks and Clerks in Training so as to optimize their proficiency in their roles.
• Works with WAG 1IC/2IC to create, track, and execute continuous improvement projects.
• Meets with 1IC/2IC at least once per two months to assess proficiency, efficiency, and goals within department.
• Assists in the updating of the WAG Ticket Tracker
• Adheres to other policies and procedures outlined in this page.

Wiki Administration Group 2nd in Command (2IC)

• Complete tickets when assigned by Wiki Administration Group 1IC, or upon own volition, whichever is more productive.
• Is available with appropriate frequency to regard escalated issues or tickets, as well as to mentor/coach administrators.
• Assign tickets to WAG Administrators on a "round-robin" basis.
  • As complex tickets & tasking may require more time or in-depth knowledge, tickets may be assigned out of order to proficient administrators.
• Adheres to other relevant policies and procedures outlined in this page.
• Assists in the updating of the WAG Ticket Tracker.
• Assists 1IC in projects / meetings delegated by Regimental HQ and IMO HQ.
  • May, at own discretion, head own projects with department personnel resources with approval from 1IC.
• Meets once-per-quarter with WAG Administrators to assess performance and goals within the department.
• Attends CSC per Regimental Requirements.

Wiki Administration Group 1st in Command (1IC)

• Complete tickets in a productive manner
• Is available with appropriate frequency to regard escalated issues or tickets, as well as to mentor/coach administrators.
• Assign tickets to WAG Administrators and WAG 2IC on a "round-robin" basis.
  • As complex tickets & tasking may require more time or in-depth knowledge, tickets may be assigned out of order to proficient administrators.
• Adheres to other relevant policies and procedures outlined in this page.
• Updates the WAG Ticket Tracker on a weekly basis.
• Heads projects / meetings delegated by Regimental HQ and IMO HQ.
• Meets once-per-quarter with WAG Administrators to assess performance and goals within the department.
• Meets with WAG Senior and Lead clerks once per month to assess projects and execution
• Attends CSC per Regimental Requirements.

General Policies & Procedures

The Wiki Administration Group has policies about escalation of tickets to a higher authority, escalation to the Wiki Admin Group leadership, the non-response policy for tickets, and how the tracker is updated by Wiki Admin Group Leadership.

Ticket Standard Operating Procedures

This section will detail how tickets are assigned, resolved, and clients are handled.

Assignment

The WAG 1IC or 2IC assign tickets. Once an open ticket is assigned, the 1IC or 2IC will use the "WAG Option" auto response, tagging the correct assigned editor. They will also change the ticket status to "Assigned".

Editing and Resolving

Once an editor is assigned a ticket, they will complete it to the best of their ability. The ticket will then be changed to "Awaiting Review". Unless specified, the editor will make the required changes, and then write a response to the ticket tagging the client. The message does not need to be a specific format, but should follow these lines:

@User.F, Your ticket has been completed. Please provide any feedback or changes.

Once the client confirms the ticket has been handled to their satisfaction, the eidtor will change the ticket to "Resolved".

Closing

Closing a ticket is only performed in certain circumstances. These include:

• The originator of the ticket is asking for a change they don't have the authority to request. Any user can report a formatting, grammatical, or spelling issue regardless of the page. However, changes to policies only come from the commander or staff who is designated the officer in charge, or point of contact.
• The ticket is invalid. If a user mistakenly submits a ticket for a change that has already been made, it may be closed.

Ticket Escalation Policies

Regimental Escalation

• Tickets whose contents concern changes to pages on the Wiki which immediately concern Regimental Staff, or edits which need Regimental approval, are to be stickied on the Ticket Forum and marked (REGI ESCALATION).
• In the ticket, please tag the corresponding member of Regimental Staff who's purview concerns the ticket. If you are unsure, please tag the presiding Chief of Staff and/or their adjuncts.
• In any escalation, also tag the Wiki Admin Group Officer In Charge.

WAG Escalation

• If you are unsure of an edit, whether it be in scope, permission, technical help, or any reason at all, please tag the Wiki Admin Group 1IC and 2IC.
• Mark the ticket with (WAG ESCALATION), and sticky it.

Ticket Information Non-Response Policy

• Tickets which require more information from submitter:
  • If a person submits a ticket and does not supply ample information to complete the edit, tag them in a response to their ticket asking for exactly what you need from the person. Include the WAG 1IC or 2IC in your tags for transparency.
  • Append (PENDING INFORMATION) to the name of the ticket, and sticky it.
  • If the person responsible for providing information fails to do so within one week, unless a specific date has been given, please bump the message as a reminder.
  • At two weeks of the request for information being sent, if they have still not provided you with information please send the below response and close the ticket.
  • Ensure you fill in the generalized portions appropriately.

Dear (SUBMITTER),

This response is to inform you that two weeks have passed since our request for additional information necessary to the completion of your ticket regarding (TOPIC). Due to this passage of time, we have closed your ticket. The reason for this is to keep our number of open tickets down, as well as a reminder to those who submit tickets that we need their help in getting their information published. Without your input and guidance, we cannot make the page what you want it to be.

Since this ticket is now closed, it is no longer open for replies: please submit another ticket with the necessary information when you have time to do so. We sincerely look forward to working with you in making the Wiki what it needs to be.

https://7cav.us/applicationform/s1-wiki-administration-group-wag.27/form

Respectfully,

—YOURNAME, Wiki Administrator

Tickets Not Submitted by the Point of Contact

If a person submits a ticket which concerns information not directly under their purview (Example: An NCOA instructor notices department information is out of date on the Wiki), the Administrator assigned to the ticket is to reach out by means of tagging a response to the ticket with the persons responsible for that information and request it.

• For instance, in the aforementioned scenario, a Wiki Admin would tag S7 Staff (1IC, 2IC, and NCOA Lead) with your request for information. This is to ensure we have all hands on deck so as to quickly ascertain necessary information.
  • Remember, all correspondences to do with ticketing are to include the WAG 1IC.
• Similar to above, if necessary information is not provided within: One week, or by an agreed upon date within reason, bump the PM as a reminder.
• If there is no appropriate response given after two weeks from either: (Submission of correspondence, or: Agreed upon deadline of providing information information)
  • Add their next superior in command (CoC) and respectfully request their assistance in the PM in acquiring necessary information to complete your job.
    • (EXAMPLE: If B/2-7 Staff doesn't respond to a ticket, the information of which falls under their purview, you would add 2nd Battalion Staff.)
  • At this point, please give reasonable time for the information provisions to be completed. If another week passes without the ticket being resolved or updated, please reach out to the highest concerned person in the thread directly and request advisement on the situation.
• If three days passes from the addition of the next in CoC, repeat the process with the next higher in the CoC. This is per 7CAV-POL-17, "Chain of Command Escalation"
• The spirit of this is to ensure that the Wiki is up to date. We as Wiki Administrators are not responsible for creating or amending the policies of another department. Henceforth, we require their assistance and guidance in these changes - without this guidance, we cannot do our jobs and the Wiki goes without proper information.
• If information requires Regimental Staff's purview, please adhere to the above Procedure regarding Regimental Escalation.

Correspondence With Ticket Cleints

It is expected that you are respectful in all communications with members of the 7th Cavalry. These messages are no exception. Wiki Administrators are to uphold Cav values, as we represent them, and conduct matters professionally. Remember, we're all vying as brothers for the same goal: an updated Wiki.

Responding to Tickets

As a general rule, only the originator of the ticket and the WAG editor assigned may respond to a ticket. However, the WAG 1IC, 2IC, or Administration Lead may respond to any tickets, even if not explicitly mentioned in the ticket.

WAG Tracker Updating Procedure

Tickets are to be added to the tracker upon completion/closing.

• The 1IC/2IC/Lead will update the tracker by:
  • Creating a new row for new tickets
  • Add, in order:
    • Date ticket was submitted
    • Who submitted ticket
    • Link to the ticket
    • General Context of Ticket
    • Ticket Status
    • Resolution Summary
    • Which WAG Personnel Handled the Ticket
    • Date Resolved/Closed
• After each CSC, the "Stats" sheet will be amended with the date of that CSC, so that appropriate metrics can be delivered upon the next CSC.

Editing Style Guide

This section will serve as guidance for all editors on how to format a wiki page so that it has a similar brand with all other pages. Nothing in this section is considered imperative; the first responsibility of the editor is to represent the content in the most efficient, professional, and accurate means. Therefore, if a guidance in this section would degrade the value of the information, then it should not be used. However, following these guidelines will improve the consistency of wiki content.

Grammar and Wording

The most important part of the wiki is to communicate information and explain concepts. As such, editors should strive to make their articles of a general nature. While policies should cover more technical aspects, they should not overlook these fundamentals. Firstly, all terminology should be explained. Secondly, wording should be 3rd person, past tense and non-possessive. Finally, writing should be objective and impersonal.

Tense

A wiki is worded in the past tense. This section is a rare exception, as it serves as a teaching tool. Therefore, it is written largely in the present tense. A wiki is a historical record, and as such all of the material it covers has happened, hence why it is being recorded. Any historical events should always be reflected in this manner.

Terminology

Acronyms, initialisms, and technical jargon should be avoided. Although it would stand to reason the reader should be educated on the concepts, that is not the function of the wiki. On the contrary, many readers will consult this space to gain insight or information. So, all acronyms should be spelled in full, then followed by their abbreviation in brackets. Ranks, terms, unit sizes, etc, should be written in full every time, unless they are being used excessively in the article. A header should never use an acronym, as this is the first place the reader will look for explanation of a topic or subject.

Writing Style

Finally, all articles should be written in a non-possessive or impersonal tone. Articles should never say "you the reader" or "you must do X", or similar. By being written in the third person, the articles will be more credible and understandable. After all, the wiki does not normally order anyone to do anything; except by the provision of policy through which it publishes.

Design and Style

This section will cover the recommended use of headers, graphics, tables, and other elements related to the design and style of a web page.

Headers

Headers are used to separate disparate ideas in a page. Normally, each page is comprised of several sections, each with headers, and sub headers. As a normal rule, a page should always start with the largest size of header (a single = ). The Wikimedia application automatically scales all aspects of a page to each users computer, and browser. Therefore, there is no need to begin with a smaller header size to increase the aesthetic qualities of a page. The titles of headers will vary depending on the content of the page. However, headers never use acronyms or abbreviations. Because the wiki exists to explain terminology and concepts, editors should make little use of acronyms or initialisms. Instead, each term should be written in full, except in circumstances where it will be repeated frequently on a page. The following is a generic template for the order of first level headers:

Header #	Content	Explanation
1	Introduction	The introduction will explain the basic purpose of the page. It begins with the full name of the organization, thing, or person in bold. The Introduction normally has one second level header, the Mission. The mission is a concise 2-3 sentence description that answers the 5Ws: Who, What, Where, When, and Why.
2	Policies and Procedures	If a page has its own policies, they are linked either 2nd or at the very end of the post.
3	Order of Battle / Breakdown	Many pages are a breakdown of an operational or administrative unit. This section should detail the sub units of the organization, and their function.
4	Traditions and History	Traditions and History records former commanders, and any distinctive or special traditions a department or unit has. This has generally 2 sub sections: History, and former commanders. History details any specific traditions such as call signs, uniform attributes, or any other historical matter. Former commanders is a list of all commanders beginning with the most recent.

Ranks and Names

In all infoboxes, all personnel will be notated as Rank, First Name, Last Name. The rank will always be written in an infobox in the official US Army shortened version. The first name will be written in full, followed by the full last name. The following is an example of how to write an individuals rank and name properly in an infobox. The individual used as an example is Brigadier General Stefan Baeder:

BG Stefan Baeder

Titles

Titles should aim to summarize the content of the page. Titles will not be titled with a numerical organization system. Any policy or reference numbers will be included on the SOP page, but not in the title. If any page title number changes, it is much more difficult to move a new page instead of simply changing the associated number.

An example of an acceptable generic title is as such:

Managing Section Practices

An example of an unacceptable title is as follows:

7CAV-C2-001

Titles may have certain prefixes, such as for each Battalion when a policy may exist in many departments. Find a policy that shares the title, and ensure you copy it exactly. Format for a policy is "Department <<DASH>> Content" Here's an example for a 1st Battalion Page:

1BN - Section Makeup Policy