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Sumo/2017AustinElective: Difference between revisions
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=== Elective timeline === | === Elective timeline === | ||
==== 10 minute intro to answering support questions ==== | |||
* 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 | |||
* 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 | |||
* how to answer support questions | |||
** [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. | |||
* quick Q&A | |||
==== Separate into four groups in each of the room's corners ==== | |||
- each group will have: | |||
# an experienced sumo volunteer or sumo staff member | # an experienced sumo volunteer or sumo staff member | ||
# easy questions that haven't been answered in the last 48 hours and they will use the group sumo userid to answer them | # easy questions that haven't been answered in the last 48 hours and they will use the group sumo userid to answer them | ||