General Team Wikis Info - Revision history

Alisonkamat: Moved onsite

2021-11-02T15:08:08Z

Moved onsite

Alisonkamat: Moved onsite

2021-11-02T14:38:26Z

Moved onsite

Alisonkamat at 13:58, 2 November 2021

2021-11-02T13:58:27Z

Alisonkamat: Moved onsite

2021-11-02T13:52:44Z

Moved onsite

Alisonkamat: Moved onsite

2021-11-02T13:51:10Z

Moved onsite

Show changes

Alisonkamat: Info > Support

2019-07-30T16:45:37Z

Info > Support

Dona: /* Support team */

2019-06-04T21:37:03Z

‎Support team

Alisonkamat: changes made per feedback from Bernard

2019-04-29T17:33:35Z

changes made per feedback from Bernard

Alisonkamat at 22:01, 24 April 2019

2019-04-24T22:01:31Z

Alisonkamat at 21:46, 24 April 2019

2019-04-24T21:46:01Z

← Older revision		Revision as of 15:08, 2 November 2021
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	== [https://freecycle.org/pages/Teams/General General Team Wikis Info (all teams access)]==		== [https://freecycle.org/pages/Teams/General General Team Wikis Info (all teams access)]==
−		+	This page moved here: https://freecycle.org/pages/Teams/General
−	~~= Review of the basics =~~
−	~~Please review [https~~:~~//freecycle.org/pages/ModManual/ModResources the mod manual] just to make sure you are aware of all the latest information~~
−
−	=[https://freecycle.org/pages/Teams/~~Tech%20problems Tech issue reporting process for team members] =~~
−
−	~~=[https://freecycle.org/pages/Teams/Roles Roles of Teams] =~~

@@ Line 4: / Line 4: @@
 Please review [https://freecycle.org/pages/ModManual/ModResources the mod manual] just to make sure you are aware of all the latest information
-=Tech issue reporting process for team members =
+=[https://freecycle.org/pages/Teams/Tech%20problems Tech issue reporting process for team members] =
 =[https://freecycle.org/pages/Teams/Roles Roles of Teams] =

@@ Line 2: / Line 2: @@
 = Review of the basics =
-Please review [[New_Moderator_Orientation|New Moderator Orientation]] just to make sure you are aware of all the latest information
+Please review [https://freecycle.org/pages/ModManual/ModResources the mod manual] just to make sure you are aware of all the latest information
 =Tech issue reporting process for team members =

← Older revision		Revision as of 13:52, 2 November 2021
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−	== ~~General Team Wikis Info (all teams access)==~~	+	== [https://freecycle.org/pages/Teams/General General Team Wikis Info (all teams access)]==
−	*[[Team_Wikis:Do%27s_and_Don%27ts_for_Team_Members\|Do's and don't for team members]]
−	*[[Team_Wikis:Do%27s_and_Don%27ts_for_Team_Members#Posting_on_FIOD.2FFLC\|Posting on FIOD/FLC]]
−	*[[MailSetup\|Setting up your Freecycle.org email account]]
−	*[[Team_Wikis:Team directories\|Team directories]]
−	*[[Training2.0\|Training module]] and [[How_To_Use_Mod_Tools\|How to use the Mod Tools]]
−	*[[How to Help\|Using and editing the Freecycle Wiki]]
−	*[[General_Team_Wikis:Training_workflow\|Training workflow]]
−	*[[Recruiting_new_local_mods\|Recruiting new local moderators]]
−	*[[UK_Counties_and_Regions\|List of UK Counties and GOA regions]]
−	*[[Team_Wiki:Group_Naming_Conventions\|Group Naming Conventions]]
−	*[[Team_Wikis:Point-Centered_Groups\|Explanation of the point-centered group concept]]
−	*[https://~~docs~~.~~google.com~~/~~spreadsheets~~/d/~~14K_P6lHsU8jW6U4u4RAPMxDgpQ4rkL8zuS6F07RlAZU/edit#gid=1660781233 List of~~ all ~~active Freecycle.org groups~~] ~~and [https://www.google.com/maps/d/viewer?hl~~=~~en_US&mid~~=~~1UeA7zgRqIUpneA4yCLjDpIhAagw link to the map]~~

	= Review of the basics =		= Review of the basics =

@@ Line 21: / Line 21: @@
 *Mod tells GOA there's a problem. If GOA can't fix it, refer mod to Sitemodhelp@freecycle.org. GOA should not act as intermediary between SMH and the mod. If SMH does not solve the mod's problem or if the problem is a major issue that cannot wait, GOA can escalate the issue by going through GOACoordinator/Hub Coordinator/Hub Coordinator's assistant.
 *Team member has a problem, team member reports it to Team Lead. TL confirms the issue by reproducing it. TL files a BT or asks Hub Coordinator/Hub Coordinator's assistant to file a BT. [[Team_Wikis:Team_member_tech_problems|Here is the information needed for reporting a problem.]]
-*For issues referred to SMH, SMH will attempt to replicate the problem. If SMH needs to enter the group for testing, they first get permission from the GOA. GOA should annotate GA that SMH is entering the group for testing. SMH or Info Coordinator will file a BT if issue cannot be resolved.
+*For issues referred to SMH, SMH will attempt to replicate the problem. If SMH needs to enter the group for testing, they first get permission from the GOA. GOA should annotate GA that SMH is entering the group for testing. SMH or the Support Coordinator will file a BT if issue cannot be resolved.
 *Mail issues: the tech team is unable to address problems that are not related to Freecycle.org's servers. If you are having a problem with Thunderbird that replicates on webmail, please report it. [[Team_Wikis:MailSetup#Email_Clients|Otherwise, please click here.]]

@@ Line 98: / Line 98: @@
 *GOAs take on difficult member issues and resolve conflicts between members and between members and moderators.
-== INFO team ==
+== Support Team ==
-There are several members of the Info Team.
+There are several members of theSupport Team.
-The Infocoordinator has a wide variety of responsibilities, including helping to co-ordinate spam/scam complaints and technical inquiries from moderators and members. The person in this role is the 'official mouthpiece' of Freecycle on the FIOD discussion group and provides regular (weekly) reports to members. The only member of this team with GA access is Information Coordinator, with her personal email address.
+The Support Coordinator has a wide variety of responsibilities, including helping to co-ordinate spam/scam complaints and technical inquiries from moderators and members. The person in this role is the 'official mouthpiece' of Freecycle on the FIOD discussion group and provides regular (weekly) reports to members. The only member of this team with GA access is Support Coordinator, with her personal email address.
 ===Spam Control ===
 '''What the team does. '''The Spam Control̊ team removes spammers and scammers. <br>
@@ Line 156: / Line 156: @@
 === Privacy ===
 Privacy is a responsibility of the Support team, handled by the team leader. GDPR member deletions are handled by writing privacy@f.o.
 == New Group Approval (NGA) Team ==
 '''What the team does.''' NGAs are responsible for new applications for groups and will work with GOA to establish whether a new group is required and to set up the group. <br>

@@ Line 158: / Line 158: @@
 == New Group Approval (NGA) Team ==
 '''What the team does.''' NGAs are responsible for new applications for groups and will work with GOA to establish whether a new group is required and to set up the group. <br>
-'''NGA Team on groups'''<br>They use their NGA email addresses to email potential mods and other team members. NGAs set up groups using their personal IDs but as soon as the group goes live they leave the group and turn it over to NGASupport for new mod orientation. NGAs also use their personal IDs in GA like the GOAs do. Once the group is fully established and a local moderator or GOA is on the group, this volunteer should leave the group. The individual NGA IDs are never added to groups as mods/LMs.
+'''NGA Team on groups'''<br>NGAs create new groups in the GA using their personal IDs but immediately add 'NGASupport' as the lead and remove themselves from the group.  Thereafter they login as NGASupport to moderate and post to the group itself, while using their NGA email to work with the new moderator during orientation.  Their last act once the group is ready to go live is to promote the new mod to LM and remove NGASupport from the group. The individual NGA IDs are never added to groups as mods/LMs.
 <br>
 '''Mailboxes'''

@@ Line 121: / Line 121: @@
 ===Support ===
-'''What the team does. '''The Support team (Help@f.o.) assists members with routine inquiries about using the site. Any question that is group-specific or non-routine is forwarded to the regional/state GOA. The Support team also assists moderators who contact SiteModHelp@f.o. with technical issues using the site. <br>
+'''What the team does. '''The Support team (Help@f.o.) consists of 5-7 volunteers who answer a wide range of questions from members and the general public about Freecycle.org. They also assist members with technical issues. Any question that is group-specific is forwarded to the regional/state GOA, as is any issue that involves moderators or members reporting issues with other members.
 '''Presence on groups'''<br>
 *If a Support (SMH) team volunteer needs to enter a group to troubleshoot a technical issue, permission is sought from the state/regional GOA first. Volunteers should only be on groups with their freecycle.org email.<br>
 '''Mailboxes'''
-*Support team members use helpdesk software on a shared email address. <br>
+*Support team members use helpdesk software on a shared email address. The Team Leader has a separate mailbox. <br>
 '''Group Administration (Database) access'''
 *This team does not have GA access.
 '''Interaction with other teams:'''<br>
 *Other teams may refer mods to Support (SMH) for technical assistance. The referring team member should not try to act as an intermediary between Support and mods.
-*Non-routine matters are referred to other teams as appropriate. Group-specific email is forwarded to the regional/state GOA, scam and spam issues to Spam Control, and new group inquiries are forwarded to NGA. Urgent matters are forwarded to HUB leadership and Deron.<br>
+*Non-routine matters are referred to other teams as appropriate. Group-specific email is forwarded to the regional/state GOA, scam and spam issues to Spam Control, and new group inquiries are forwarded to NGA. Urgent matters are forwarded to HUB leadership and Deron.
 '''Interaction with moderators:'''<br>
 *Support (SMH) interacts with moderators to help troubleshoot technical issues for moderators. <br>
 '''Interaction with members:'''<br>
 *Support (Help@) interacts with members to answer questions of a routine nature and forwards non-routine or group-specific email to GOA or another team, as appropriate.
 ===Social Media Team ===
 '''What the team does.''' The Social Media team promotes Freecycle.org and its mission on various social media channels, including Facebook, Twitter and Instagram. <br>