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→10 minute intro to answering support questions: fix vesper's entry
(→Elective timeline: more tweaks) |
(→10 minute intro to answering support questions: fix vesper's entry) |
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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 (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 | * 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) 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, about 1000 three weeks after 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 | ||
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** 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 ==== | ==== Separate into four groups in each of the room's corners ==== | ||
- each group will have: | - each group will have: | ||