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Revision as of 16:42, 28 June 2012 by Ccsmith (Talk | contribs)

Wiki Support > Current Support Work

Contents

Attend Meetings/Training


Time (Mountian Time) Link to Meeting Attend: Agenda:
Support Staff Thurs 9:00 am click to attend - MP #3232  Weekly  Click
Contributor Discussion Thurs 1:00 pm click to attend - MP #7770  1x/month or more  Click
Technical Meeting  Thurs 2:00 pm  click to attend - MP # 7780  as needed  Click
New Contributor Training  Thurs 2:00 pm click to attend  as needed  Click


To Do as Scheduled

There are two areas we focus on during our shifts:  helping patrons, and patrolling the new wiki pages that come in. When you have questions, please ask in the Wiki Team Chat.

Maintenance Templates are an important resource for you. As you work in the wiki, you will want to be aware of all of the Maintenance Templates so that you can use them as you see that things need to be done on pages.
 

  1. Phone Support - Answer incoming calls from patrons (open inContact in Internet Explorer or Firefox)
     
  2. Amdocs - answer emails in two queues (open Amdocs in Internet Explorer only):
    • Wiki Support
    • Image Approval (Also make recommendations for individuals to be given Reviewer rights)
       
  3. Patrolling New pages
    Ensure new pages are within the wiki's scope:
    1. Go to the New Pages report.
    2. See the instructions for patrolling.
    3. Remember the following:
      • Patrol all namespaces. Select "all" from the dropdown and click Go.
      • On Talk pages, mark questions or comments that need answers or discussion with the {{helpme}} template.  (You do not need to worry about marking Indexing or Historical Records questions on talk pages. But still patrol them.)
         
  4. Check these categories:
Title Priority # with problem How to Fix
Urgent requests  (alert evancol or averyld to get these taken care of right away) 1 0 How to
Contributors looking for help 1 3
Copyright problems 2 0 How to
Articles with content outside wiki scope 2 0 How to
Short pages
(Check the "0 byte" pages only for possible vandalism, or to help educate those who are blanking pages - we shouldn't ever blank pages)
2
**
How to
Uncategorized pages 2
How to
5.  Patrolling Talk Pages 
Look at the Recent Changes/Talk pages for patrons' questions that we can answer.
If we can't answer them, help find out who needs to be aware of them.
  1. Go to the Recent Changes report.
  2. See the instructions for patrolling.
  3. Remember the following:
    • Select to view 500 results (keep Namespace selected "all")
    • Search just for the Talk pages to patrol, or use the dropdown to select the Talk page namespaces only - just be sure to check each one in turn.
    • Remember that clicking on All may not bring up the Talk pages.  It's best to use the dropdown and select Talk

As you patrol all pages, watch for categorization issues, especially pages with no category.  Add a category that makes sense, and put a note on the Discussion page as a teaching tool for the contributor.
 

6. Contributor Help Forum
  • Ensure questions get answered. Often they will be answered by the community.
  • Remember that the threads in the Forums sort independently, so you'll need to check them all for anything that's been recently added, but may not be the last post.
     


 Schedule:

We'd like to see most of the areas below filled in eventually. Sign your name with ~~~, it's ok if there is more than one person in each spot.
Amdocs/Patrolling/Maintenance North America

8-11a 11-2p 2-5p 5-8p 8-11p
Do First:
Patrolling New Pages Responding on Forums / Get Satisfaction Caring for Talk Pages See above priorities See above priorities
Mon

CIrwin
Sandralpond

CIrwin
TBReynaud

RLong


CIrwin
RLong
Tues

Sandralpond

ccsmith

Klk3


 

sbfunk 
Vlfunk

 RLong


CIrwin

RLong

Wed
Sandralpond
ccsmith
ccsmith

sbfunk
Vlfunk
TBReneau


ccsmith

Thurs


Ldrew TBReynaud

Dbknox


ccsmith

Fri
CIrwin

Dbknox
Ldrew

Ldrew

RLong



Sat

vlfunk
sbfunk



Sun Sandralpond



ccsmith



Phones/Working with Patrons North America:

8-11a
11-2p
2-5p
5-8p
8-11p
Mon
CIrwin

Sandralpond

CIrwin
TBReneau


RLong


Tues
ccsmith

Klk3


sbfunk 
Vlfunk

TBReneau 16:09, 19 June 2012 (UTC)



Wed
ccsmith
Sandralpond
ccsmith

ccsmith sbfunk
Vlfunk
TBReneau 16:19, 19 June 2012 (UTC)



Thurs
Sandralpond


Ldrew

TBReneau

Dbknox




Fri
CIrwin Dbknox
Ldrew

Ldrew

 RLong



Sat





Sun



Substitution List
Date Shift Name Substitute
6/28 2p-5p Dennis Knox Charles Smith
7/19 2p-5p Dennis Knox Charles Smith
7/20 11a-2p Dennis Knox Lee Drew
7/26 2p-5p Dennis Knox
7/27 11a-2p Dennis Knox Lee Drew

As we have volunteers in other areas of the world, we'll create additional tables for signups for those areas and time zones.

Time Zones:
US-Mountain 8a
11a
2p
5p 8p
England-GMT 4p 7p 10p 1a 4a
Australia-Sydney
12a 3a 
6a 9a 12p


As able:
If you would like to help with the above but can only do it as you are able, not on a schedule, sign here:


Content Project

Pick an area of the wiki that you would like to contribute to. It could be a place where you lived, a place where your ancestors lived, or a topic area. Contribute your knowledge to those pages in the wiki. Doing this will help you to be aware of issues that contributors are dealing with and will help you be successful in support.


Learning about the Community

Spend a couple hours each week doing the following:

  1. Contributor's Corner
    Follow the conversations there; contribute where desired
  2. Recent Changes
    Spend a few minutes reviewing the page of recent changes to learn about the wiki community and the changes are being made on various pages and by who. You will be surprised what you will learn just by looking through various changes that people make.


Projects as assigned

  1. FHC Page Creation - ccsmith
  2. Support Wiki Adopters/Moderatorsjenson1
  3. Promote Wiki Trainerssbfunkvlfunk; evancol
  4. Wiki Cleanup & Maintenance - sandralpond
  5. Wiki Help Content - evancolklk3
  6. Updating user roles/rights spreadsheet - evancol
  7. Wiki Care Committee creation - averyld


Responsibilities/Projects in need of help

  1. Improving the Help content - needs helpers - see above #6
  2. Watching Get Satisfaction and Facebook
  3. Watch the Category:Unresolved
  4. Watch FHC pages, fixing problems
  5. Watch popular blogs for info to post to wiki; communicate with the organizations to let them know about the wiki and how they can use it
Additional for consideraton:
  1. Correct leftover links to old FH sites
  2. Wikiproject pages that need to be moved to FamilySearch Wiki namespace
  3. Check for any pages that refer to Wiki registration that are out of date
  4. Categories - create a project on how we're going to handle these (Rorie & Sandra?)
  5. Help Tour - under consideration with Main page changes