I am the new user advocate intern (and I'm loving it!), I'm working gathering users queries, issues, demands... in many Tor channels. This is the first time sending this spreadsheet out, so if there are any suggestions to improve it, please let me know!  You can reach me by email or IRC: cy63113

I'm basing on the methodology of the former intern and using the identification of "Power users" and "Regular users" (https://trac.torproject.org/projects/tor/wiki/UserIssuesResearch). This is the overall description of the channels:

- frontdesk@: most of the issues and queries are from beginner users (“regular users”), about installation and connection problems, these problems are usually solved by uninstalling and reinstalling, correcting the system clock, and disabling the antivirus/ firewall. 

In this channel I suggest, if feasible, in Tor contact page - email, make it clear that when writing an email, the subject must be objective, e.g. "Connection failure", "I need a bridge", etc., because there are several emails without subject and many that look like and are marked as spam. And in addition something like " In order to get a faster response, if possible, please write in English, Spanish, and/or Portuguese” - or any language you are comfortable to answer.  This would facilitate for those who respond and therefore, the response would be faster.

- IRC:
#tor: some interactions, mostly of “heavy users”, some nonsense, grievances and hate speech
#tor-offtopic: very few interactions, some nonsense, grievances and hate speech
#tor-project: interactions of more experienced users

- Tor blog: there are more comments than issues, queries and grievances

- Twitter: there are lots of comments, very few issues and queries

- Facebook: very few comments, some reactions and shares, and so far, 1 query (Can’t install in Win 10)

- StockExchange and Tor subreddit:a mix of tech-savvy and beginner users. Mostly are general questions that need more instructions, frequently because they don't read Tor’s documentation (too extensive). Here you can constantly notice the use of Tor and deep / dark web as synonyms.

You can check the May spreadsheet here: https://ethercalc.org/may_2018 

Cheers,
Cybelle