-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA512 Hi everyone, Below is the support plan proposal that has been mentioned in the "State of the helpdesk?" thread. Feedback is very much welcomed, as there may be things I have not considered, or have missed. Documentation updating: 1. Update Tor Browser user manual [1] 2. Update HS guide [2] 3. Update relay guides [3] Note: When users contact the help-desk, the majority of questions would fit into these three topics. The majority of the majority would fall into the user manual, however there are still tickets about running / maintaining relays and HSs. Support portal creation and/or FAQ updating: 1. Convert RequestTracker articles[4] into user-usable resources 2. Determine if these resources should be added to FAQ, or to their own page. My opinion, is that we could create something like Twitter's "Help Center"[5] using a combination of these articles, and expanded FAQ entri es. 3. If the help portal option is favored, researching which free platforms we could use for this would be my next step. I'm also confident that creating something with basic functionality would not be a large time sink, however this seems like a problem that is likely solv ed. Providing direct user support: I believe with the documentation updates, and making the support articles more easily available will decrease the number of users who require our assistance; but it will never result in no users requiring assistance. The best solution I can think of, is the following: 1. Finish "Documentation updating" and "Support portal creation and/or FAQ updating" tasks 2. Announce the new resources on the Tor blog, and other platforms 3. Watch for and incorporate feedback on the new resources 4. Put out another call for volunteers, as well as reach out to previous help-desk staff 5. Re-open the help-desk, to a (hopefully) more manageable number of tickets. [1]: https://lists.torproject.org/pipermail/tor-project/2016-March/000151.htm l [2]: https://www.torproject.org/docs/tor-hidden-service.html.en [3]: https://www.torproject.org/docs/tor-relay-debian.html.en [4]: https://people.torproject.org/~colin/rt-articles.git [5]: https://support.twitter.com/ - -- Colin Childs Tor Project https://www.torproject.org Twitter: @Phoul -----BEGIN PGP SIGNATURE----- iQIcBAEBCgAGBQJW4PqVAAoJEJWQHABkmqq5F50P/1Tq5fvzc07bUiQea4goq3no OdwD8NUFdFLK4EZe165Cedqoaddz3uWkOUmJmYtUBILLvjHp6E/AWhrIHBU1hCXv WenOKat6kQPhgH8FKCGt2r9UtVRQ1y78JwthFN/m9uUBMIYmAxhMfe/tf20/2G9c l2jph9SHU1q1NQrBhQ65ch+ZkZXZtPtEaM55eK/jyuYY6U8oHFYo0U1o1dq0tv/C +St9OWgTUMLto0lghhSfuU/1cmjW4vB8OeF+Sy3F8Hqs35ZgDP/0yccG1QbSsxIv Jytz6s6k/0+7PeE22s4EIcUDC1AY9+W14KcR/TCEjDFB+EqdyRYnS45nyHZ8Vhm9 tzig2To87pE8m/uUU1CT9uUkuSdJiunYWQYoiicJ00c3E/pxU/8d5Sea+Ic7C6jO vejR64jHW4/DShCOq0UspZnMIPUfcElMIEvsyQ4SmcDfZfEaimFoksaPVGGnihLb AfQRue2v5FQx36ulwNRoypZcqtYvQA3b8l+mGaP49C1qLeg2t8jESYjv4L9fAIdf HLVvj/kWS51dYkcrUaUBE++vVBjXlpctjfRvT3Qav3fT0gSiOs3nQkaOwJeG71rV 1CvdxP0bPfMAtHk9shovvNiqwPi9tREu9edWUhIsgKY5Quf9ZzS/5+skElpVt5yK xnUKSRSjDr8vriZfoMOa =Hksr -----END PGP SIGNATURE-----
Hi Colin, thank you for all your work on this! Colin Childs: [snip]
Support portal creation and/or FAQ updating:
1. Convert RequestTracker articles[4] into user-usable resources
2. Determine if these resources should be added to FAQ, or to their own page. My opinion, is that we could create something like Twitter's "Help Center"[5] using a combination of these articles, and expanded FAQ entri es.
3. If the help portal option is favored, researching which free platforms we could use for this would be my next step. I'm also confident that creating something with basic functionality would not be a large time sink, however this seems like a problem that is likely solv ed.
I would like to help with this section, particularly points 1 and 2. I'm not sure if you've begun this or if you have other folks interested or what, but you can ping me on jabber if you want to talk about it (macrina@riseup.net, ab0292de161863f33d0122e1c8b03313e6b5ce40). Alison
participants (2)
-
Alison Macrina -
Colin Childs