Live Research Assistance: Definitions

From FamilySearch Wiki

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'''Volunteer Support System (VSS)''' – What a system like LivePerson is called. It is what we are doing.  
 
'''Volunteer Support System (VSS)''' – What a system like LivePerson is called. It is what we are doing.  
  
'''<span style="font-size: 1.7em;"><center>General Research Definitions</center></span>'''
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<center>'''General Research Definitions'''</center>
  
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'''Wiki '''or '''FamilySearch Research Wiki''' or just '''Research Wiki'''  
 
'''Wiki '''or '''FamilySearch Research Wiki''' or just '''Research Wiki'''  
  
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'''Product Support'''  
 
'''Product Support'''  
  
'''Indexing '''– Also known as '''FamilySearch Indexing''', it is the process of transcribing the text on historical documents into databases. Digitally preserved records are indexed by volunteers making them searchable online so anyone in the world can quickly and easily find specific individuals or family members. Sign up to help at https://familysearch.org/indexing.
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'''Indexing '''– Also known as '''FamilySearch Indexing''', it is the process of transcribing the text on historical documents into databases. Digitally preserved records are indexed by volunteers making them searchable online so anyone in the world can quickly and easily find specific individuals or family members. Sign up to help at https://familysearch.org/indexing.  
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Revision as of 18:53, 9 October 2013

Definitions Specific to Volunteering


A * denotes a term that you may come across, but are not used by volunteers. They are included here for information only.
*Admin Panel – shows whether you are checked in or checked out. You can ask on Skype for a missionary to confirm whether or not you are checked in

*Amdocs – an email system that is used to create cases and send answers to patrons

Check-in – signing into the volunteer system so that you can receive calls or chats

Check-out – signing out of the volunteer system so that you no longer receive calls or chats

Dashboard – the web page that Live Research Assistants see while checked in to help patrons

General Research – The skill that receives all the questions not dialed to a specific skill.

*InContact – the phone call system that forwards calls from FamilySearch to Support Missionaries personal phones. It makes it possible for them to call patrons back.

IVRInteractive Voice Response – Telephone answering system that gives the number choices to transfer your call instead of a live person. FamilySearch uses an IVR for the main help line.

LivePerson – the system that runs our volunteer check-in, check-out and sorts the phone & chat calls to each of the volunteers

Live Research Assistance -- what we do

Live Research Assistant -- YOU! What you are while you are helping to answer questions

MeetingPlace -- a webinar system that we use for ongoing training

Patron -- someone you are helping while logged in through the Live Research Assistance system

Profile-- the setting that tells about you, in the volunteer system, your profile tells what skills you feel comfortable answering questions about. You can see your profile and make changes to it by clicking ‘Edit My Volunteer Profile’ on the Dashboard

Research Assistance -- See ‘Live Research Assistance’

Research Toolkit or Toolkit -- a webpage of links to resources that can help you find answers to questions as you are volunteering. See here: http://rs-toolkit.com/

Skills -- specific subjects that volunteers feel capable of answering questions about ; called ‘Volunteer Opportunities’ on the ‘Edit My Volunteer Profile’ page

Skype -- a free online chat and phone call system that Live Research Assistants use to communicate when they have questions or problems or to receive announcements from the Live Research Assistance leaders. To sign up for Skype go to Skype.com.

*Triage -- a system to pass out the email research cases that come in

Twilio -- the phone call system that forwards calls from FamilySearch to volunteer’s personal phones

Webinar -- an internet-based seminar; we use MeetingPlace for ongoing training webinars

Volunteer Support System (VSS) – What a system like LivePerson is called. It is what we are doing.

General Research Definitions



Wiki or FamilySearch Research Wiki or just Research Wiki

Photoduplication

Family Tree or FamilySearch Family Tree

Product Support

Indexing – Also known as FamilySearch Indexing, it is the process of transcribing the text on historical documents into databases. Digitally preserved records are indexed by volunteers making them searchable online so anyone in the world can quickly and easily find specific individuals or family members. Sign up to help at https://familysearch.org/indexing.