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IADIS International Conference WWW/Internet 2010abstract task or set of tasks. The term procedure is a concrete and detailed way to accomplish the activity, i.e.its task or set of tasks, considering the specificities of the community established in norms.3.2 A Process for the Enforcement of NormsIn Figure 3 we propose a process for the enforcement of norms in self-organizing virtual communities. Theprocess is quite general and it is based on the Incident Response Life Cycle proposed by NIST (2008) tohandle computer security incidents. Besides, the process considers the concepts of sanction and damage. Theprocess identifies the following activities: Monitoring, Analyses, Sanction Application, Damage Recovery, andUnexpected Event Handling.In order to explain the activities we make use of a case study, reported by Geiger and Ribes (2010) thatdiscusses the banning of a vandal in Wikipedia. In the case study, a user committed several norm infractionsby vandalizing articles (music albums), such as “Before we Self Destruct”, “The Mirror” and “808 &Heartbreak”. The editors that are responsible for the enforcement of norms in Wikipedia are called vandalfighters.Figure 3. Process for the enforcement of norms in self-organizing virtual communitiesThe Monitoring activity allows identifying events over the Resources in order to detect norms’ infractions.It is related to some Work Norms. For example, assuming a Work Norm that forbids content with attacks andoffenses to members, one can define a list of insulting words to be searched during the Monitoring.In Wikipedia, the Resources are articles, while the monitored events are the suspicious editions made inarticles. In the case study, the transgressor made an offending edition (for instance, using improper words) tothe album “Before we Self Destruct”. The edition triggered various vandalism-detection algorithms, forexample Huggle. Huggle is tool or bot that monitors automatically articles in Wikipedia. Other tools includethe popular Twinkle, and the less known, ClueBot and Lupin (that search obscene words and commonlymisspelled words). Although in the case study the monitoring was made automatically, members may beinvolved in the identification and reporting of a vandal.The purpose of Analyses activity is to examine the incident considering the community norms in order toclassify the incident as a norm infraction or not. In Wikipedia Huggle also helps in this phase, because theprovided rank of incidents already includes some decision criteria such as: the kind of the user who made theedit, if the user had already an edit reverted, and if the user has any warning about norm infraction.If the incident is a norm infraction, the Enforcement Norms may be used to determine the sanctions to beapplied to the transgressor, as well the recovery of the damages. In the case study, the incident was clearly anorm infraction, because of the use of obscenity words. The damage was undone by an editor who reverted thearticle using Huggle tool. No sanction was applied.Later the same transgressor vandalized “The Mirror” album which generated an incident. At that time, aneditor using Twinkle tool both reverted the article and sent a warning message to the transgressor. The warningmechanism makes use of user talk pages, which are public wiki pages created by the system for each user. Theuser talk pages have become a kind of database of norm infractions for particular users, which is useful duringthe Analysis phase.Regarding the warnings in Wikipedia, there are some templates specifically to inform the transgressor thatthe edit in question was not encyclopedic. They are divided into four levels of severity. For example, in thecase study the first warning was “One of your recent edits, such as the one you made to ‘The Mirror’ (album)did not appear to be constructive and has been reverted”. The fourth-level warning sent to the same131