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Sumo/2017AustinElective: Difference between revisions
link to articles and forums
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==== 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) plus many fabulous volunteers | * 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 [https://support.mozilla.org/en-US/ user documentation aka "SUMO KB articles"], l10n of those articles + [https://support.mozilla.org/en-US/questions 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 | ||
* code of conduct | * code of conduct | ||