Group Support Volunteers
The support team is in charge of the following tasks :
Be Welcome in the Team!
What skills / knowledge do you need to help?
- You should enjoy communicating with members by email and 'be good with words'.
- You should be fluent in English or have decent English skills and be able to offer one or two other languages (very much needed: Russian, Spanish).
- You should know your way around the site, but don't worry, there will be many more aspects that you will learn during your volunteer work, you only need to be willing to find out about some minor technical problems or some routines of other teams.
How much time should you be able to spend on this task?You should be willing to dedicate at least one hour per week to this task.
It would be a good idea to spend some more time in the beginning, since you still have to learn how to use OTRS, the software we are using to answer feedbacks and mails.
It is also advisable to work regularly since you will have a better overview of the current issues and how to deal with them. Of course you can take a break or cut down your volunteering later, but in the beginning one hour per week is a minimum.
Please contact claudiaab to join the support volunteers.
Tools to answer feedback from users
- OTRS - Ask claudiaab or matthias to get an account.
- HowTo OTRS (updated march 2013)
- OTRS Autoreplies
- A Trac account - Send a message to the BW developers mailing-list: http://lists.bewelcome.org/mailman/listinfo/bw-dev-discussion or ask meinhard. Trac is used to keep track of bugs etc. You will use it to put the problems raised by the users in a tool that the developers use to be more efficient.
FAQ (Frequently asked questions)
DescriptionEvery day people are asking information about BeWelcome :
- To bring suggestions, report bugs, understand something they didn't...
- To complain (organization of the site, certain rules or other members or volunteers).
- To give a feedback or share a nice experience they had through BeWelcome.
With a good FAQs section, anyone is supposed to get all the information needed (since BeWelcome is a transparent organisation. Not everybody, however, consults the FAQs when they have a problem, even if they should.
Sometimes FAQs are not up-to-date, even if they should, and other times the exact question is not represented in the FAQs or the member does not understand the answer. Of course there are also many issues that require individual support anyway and it's very important, especially for a community like ours to have a personal touch when dealing with members' problems or suggestions.
The FAQ has to be kept updated and efficient, but also all of the emails have to be taken care of. Answers need to be found, problems solved, apologies made for mistakes on our side. Angry members need to be calmed down in a friendly and polite way. Often we have to be in touch with other teams to find out about problems in the respective area and to pass on suggestions or feedback concerning their work.
How to Deal with Press RequestsPlease forward press requests to bodatbevolunteer.org.
Tools to work on FAQ
Useful forum links
recurring feature requests:
- Improvents to the comment system: http://www.bewelcome.org/wiki/s3679-New_reference_system
- Improvements to groups and forum: http://www.bewelcome.org/wiki/On_Groups_and_Forum
- Friends list: http://www.bewelcome.org/wiki/s2706-it_is_not_possible_to_add_a_BeWelcome_friend
- Verification: http://www.bewelcome.org/wiki/Verification_Feature_Workpage
- New Member Welcome: http://www.bewelcome.org/wiki/NewMemberBeWelcomeGroup
- Meeting feature: http://www.bewelcome.org/wiki/NewMemberBeWelcomeGroup
To see which feature requests and feature improvements have already been reported to the developers see: http://trac.bewelcome.org/report/10
- ... and some more !