Ways to Define User Expectations
RFC 1746

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Network Working Group                                         B. Manning
Request for Comments: 1746                                           ISI
Category: Informational                                       D. Perkins
                                                             Houston ISD
                                                           December 1994

                    Ways to Define User Expectations

Status of this Memo

   This memo provides information for the Internet community.  This memo
   does not specify an Internet standard of any kind.  Distribution of
   this memo is unlimited.

Abstract

   This paper covers basic fundamentals that must be understood when one
   defines, interprets, or implements methods to control user
   expectations on or over the Internet.

1. Background

   User agreements are a form of acceptable use policy (AUP) are an
   implicit part of internetworking since they place parameters on user
   expectation.  They define the desired and expected behaviour of those
   who participate.  Everyone has one, whether published or not.  This
   applies to networks that provide transit paths for other networks as
   well as end sites and the individual users that use systems.  A
   better understanding of an AUP, and how to formulate one seems to be
   increasingly important as the global net encompases new  environments
   as varied as K12 schools and real-time systems.  AUP's are used to
   determine pricing, customer base, type and quality of service
   metrics, and a host of other provider services.

2. Components of an Agreement

   In defining your particular agreement there are three areas that must
   be addressed.  They are where you get service from, who your peers
   are, and whom you provide service to.  A good understanding of these
   concepts will make or break the policies you formulate.

2.1  Where you get service from

   Each entity gets its service from one or more other providers,
   either a level three service, such as IP transit, or a level two
   service, such as circuits.  The provider of such services usually has
   an policy in the form of an agreement or contract specifying terms

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RFC 1746            Ways to Define User Expectations       December 1994

   and conditions of use. This forms the basis for the type of service
   offerings that you as an entity can provide.  If you get service from
   several providers,  all of them need to be considered in the
   formation of policy.

2.2 Who your peers are

   Are your policies consistent with those offered by your peers?  In
   many cases, the formation of policy will define who your peers are.
   It is important to clearly identify which areas you intend to reach
   and the community you wish to be a contributing, productive part of.
   Once this is clear, formulate polices along those lines.

2.3 Who you provide service to

   It is required that you inform those who use your services just what
   your policies are.  Without this information, it will be almost
   impossible for them to distinguish what to expect from your service
   offering. Without a clear policy it is possible that litigation may
   ensue. It is important to reflect community standards in the creation
   of policy.

3. Some Issues to consider

   IP provided services can be complex.  They comprise both information
   and communication.  In the formulation of policy it is critical that
   the policy provide for security and access to information and
   communication while ensuring that the resource use does not
   overburden the system's capabilities. These conflicting demands must
   be analyzed and a synthesis arrived at.  This hints a fourth
   component of an AUP, that it has a method to extract compliance.
   This is so site specific that further analysis will not be attempted
   here.

   Some items that should be considered in the formation of policy are:

        - privacy                       - morals & ethics
        - freedom of expression         - legal constraints
        - safety                        - harassment
        - plagiarism                    - resource utilization
        - indemnification               - targeted areas of interest
        - expected behaviours           - remedies and recourse

   This should not be considered as an exhaustive list but as pointers
   for those types of things to be considered when policy is formed.

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RFC 1746            Ways to Define User Expectations       December 1994

4. Security Considerations

   Security and Liability issues are not discussed in this memo.

5. Summary

   User Agreements are here to stay. As the Interconnected mesh of
   networks grows, the choices presented to end-users mandate that
   provider/user expectations are clearly presented. Use of these
   guidelines will help create a clearer, better defined environment for