User Management
This guide covers user management across all community services. Administrators use these procedures to help community members with account issues and maintain platform security.
User Account Overview
Account Types
- Community Members: Regular user accounts with standard access
- Moderators: Enhanced permissions for community moderation
- Administrators: Full platform access and management capabilities
- Service Accounts: Technical accounts for platform operations
Platform-Specific Accounts
- Matrix: Self-registered accounts on community homeserver
- Authentik: SSO accounts for integrated services
- WordPress: Content management and publishing accounts
- Lemmy: Forum participation and moderation accounts
- Individual Services: Separate accounts for each service
Account Creation
New Member Onboarding
- Welcome Process: Guide new members through account creation
- Service Introduction: Explain available services and their purposes
- Account Setup: Help with initial account configuration
- Security Setup: Assist with secure password and 2FA setup
Account Provisioning
- Matrix Account: Direct registration or admin creation
- SSO Account: Authentik account creation and group assignment
- Service-Specific: Individual account creation as needed
- Bulk Operations: Tools for creating multiple accounts efficiently
User Support
Common Issues
- Password Recovery: Help with forgotten passwords and lockouts
- Account Verification: Assist with email verification and account activation
- Service Access: Troubleshoot access issues across platforms
- Integration Problems: Resolve SSO and cross-platform issues
Support Procedures
- Issue Identification: Clearly identify the problem and affected services
- Verification: Confirm user identity and account ownership
- Resolution: Apply appropriate fix or escalate to technical team
- Follow-up: Ensure issue is resolved and user is satisfied
Support Tools
- Admin Panels: Access to service administration interfaces
- User Impersonation: Limited ability to view user perspective
- Log Analysis: Review service logs for troubleshooting
- Database Access: Direct database queries for complex issues
Account Security
Security Monitoring
- Login Monitoring: Track unusual login patterns and locations
- Activity Monitoring: Monitor for suspicious account activity
- Compromised Accounts: Procedures for handling compromised accounts
- Threat Response: Rapid response to security threats
Account Protection
- Password Policies: Enforce strong password requirements
- Two-Factor Authentication: Encourage and support 2FA setup
- Account Lockout: Automatic lockout after failed login attempts
- Session Management: Monitor and manage user sessions
Incident Response
- Detection: Identify potential security issues
- Assessment: Evaluate the scope and impact of the issue
- Containment: Limit damage and prevent further issues
- Recovery: Restore normal operations and user access
- Documentation: Record incident details for future reference
User Permissions
Permission Levels
- Basic Users: Standard community member permissions
- Elevated Users: Additional permissions for specific roles
- Moderators: Content moderation and community management
- Administrators: Full platform access and control
Role Management
- Role Assignment: Assign appropriate roles based on community needs
- Permission Auditing: Regular review of user permissions
- Role Changes: Procedures for changing user roles
- Access Revocation: Remove permissions when no longer needed
Service-Specific Permissions
- Matrix: Room permissions, administrative rights
- WordPress: Editor, author, contributor roles
- Lemmy: Moderator and administrator permissions
- Authentik: Group membership and application access
Account Maintenance
Regular Maintenance Tasks
- Account Cleanup: Remove inactive or abandoned accounts
- Permission Review: Regular audit of user permissions
- Data Cleanup: Clean up old data and unused resources
- Security Updates: Apply security patches and updates
Automated Maintenance
- Inactive Account Detection: Identify accounts with no recent activity
- Automated Cleanup: Remove spam accounts and obvious violations
- Backup Verification: Ensure user data is properly backed up
- Health Monitoring: Monitor account system health and performance
Privacy and Data Protection
Data Privacy
- Minimal Data Collection: Only collect necessary user information
- Data Encryption: Encrypt sensitive user data at rest and in transit
- Access Controls: Strict controls on who can access user data
- Data Retention: Clear policies on how long data is retained
User Rights
- Data Access: Users can access their own data
- Data Portability: Users can export their data
- Data Deletion: Users can request deletion of their data
- Privacy Controls: Users control their privacy settings
Compliance
- GDPR Compliance: Follow European data protection regulations
- Legal Requests: Handle legal requests for user data appropriately
- Audit Requirements: Maintain records for compliance auditing
- Policy Updates: Keep privacy policies current and accurate
User Communication
Communication Channels
- Direct Messaging: Private communication with users
- Email Notifications: Automated and manual email communications
- Platform Announcements: Community-wide announcements
- Support Tickets: Formal support request system
Communication Best Practices
- Clear Language: Use clear, understandable language
- Timely Response: Respond to user inquiries promptly
- Professional Tone: Maintain professional, helpful tone
- Documentation: Keep records of important communications
Troubleshooting Guide
Common Problems
- Login Issues: Username/password problems, 2FA issues
- Email Problems: Email delivery, verification issues
- Service Access: Cannot access specific services
- Data Sync: Information not syncing between services
Diagnostic Steps
- Gather Information: Collect user information and error details
- Check Logs: Review relevant service logs for errors
- Test Access: Verify service accessibility and functionality
- Identify Root Cause: Determine the underlying issue
- Apply Solution: Implement appropriate fix
- Verify Resolution: Confirm issue is resolved
Escalation Procedures
- Technical Issues: Escalate to technical administrators
- Policy Questions: Escalate to community governance
- Legal Issues: Escalate to legal counsel or appropriate authorities
- Security Issues: Escalate to security team immediately
User Analytics
Usage Metrics
- Active Users: Track daily, weekly, and monthly active users
- Service Usage: Monitor usage patterns across services
- Growth Trends: Track community growth and engagement
- Performance Metrics: Monitor user experience and satisfaction
Privacy-Respecting Analytics
- Anonymous Data: Collect anonymous usage statistics
- Aggregated Data: Use aggregated data for insights
- Opt-out Options: Allow users to opt out of analytics
- Transparency: Be transparent about data collection practices
Best Practices
User Experience
- Intuitive Interface: Make user management interfaces easy to use
- Clear Documentation: Provide clear instructions and help
- Responsive Support: Provide timely, helpful support
- Consistent Experience: Maintain consistency across services
Security
- Principle of Least Privilege: Grant minimum necessary permissions
- Regular Audits: Conduct regular security audits
- Incident Preparation: Be prepared for security incidents
- Continuous Monitoring: Monitor for security threats continuously
Community Building
- Welcoming Environment: Create welcoming experience for new users
- Community Guidelines: Clearly communicate community expectations
- Conflict Resolution: Handle conflicts fairly and transparently
- Recognition: Recognize and appreciate community contributions
User management is about more than technical administration—it's about building and maintaining a thriving community where all members can participate safely and effectively.