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Sumo/2017AustinElective: Difference between revisions
→Elective timeline: tweaks
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=== Elective timeline === | === Elective timeline === | ||
* '''10 minute intro''' to answering support questions | * '''10 minute intro''' to answering support questions | ||
** who we are - 6 employees: 1 manager, 1 mobile, 1 community manager, 1 project manager, 1 content editor, 1 l10n community manager | ** who we are - 6 employees: 1 manager (Patrick Mcclard), 1 mobile person (Roland Tanglao), 1 community manager (Rachel McGuigan), 1 project manager (Madalina Ana), 1 content editor (Joni Savage), 1 l10n community manager (vesper aka Michał Dziewonski@mozilla.com) plus many fabulous volunteers | ||
** what we do: write documentation aka "SUMO KB articles", l10n of those articles + answer support forum questions + social support | ** what we do: write documentation aka "SUMO KB articles", l10n of those articles + answer support forum questions + social support | ||
** average day vs release week volume of support questions - and how many are answered by volunteers: 3000 per week during 57 release week, | ** average day vs release week volume of support questions - and how many are answered by volunteers: 3000 per week during 57 release week, about 1000 three weeks after 57 release week | ||
** code of conduct | ** code of conduct | ||
** how to answer support questions | ** how to answer support questions | ||
*** [https://support.mozilla.org/en-US/kb/answering-questions-support-forum find questions to ask] | *** [https://support.mozilla.org/en-US/kb/answering-questions-support-forum find questions to ask] | ||
*** personalize [https://support.mozilla.org/en-US/kb/common-forum-responses common responses], be human, be brief and try to read their mind and nudge towards a solution. | *** personalize [https://support.mozilla.org/en-US/kb/common-forum-responses common responses], be human, be brief and try to read their mind :-) and nudge towards a solution. | ||
** quick Q&A | ** quick Q&A | ||
* '''separate into four groups in each of the room's corners''' - each group will have: | * '''separate into four groups in each of the room's corners''' - each group will have: | ||