Oh, that's much better - but the process still needs an overhaul :-(
Richard Symonds
Wikimedia UK
0207 065 0992
Wikimedia UK is a Company Limited by Guarantee registered in England and
Wales, Registered No. 6741827. Registered Charity No.1144513. Registered
Office 4th Floor, Development House, 56-64 Leonard Street, London EC2A 4LT.
United Kingdom. Wikimedia UK is the UK chapter of a global Wikimedia
movement. The Wikimedia projects are run by the Wikimedia Foundation (who
operate Wikipedia, amongst other projects).
*Wikimedia UK is an independent non-profit charity with no legal control
over Wikipedia nor responsibility for its contents.*
On 14 November 2012 15:25, Thehelpfulone <thehelpfulonewiki(a)gmail.com>wrote;wrote:
Richard: a slight correction, the processes for
obtaining OTRS access have
changed - I think in 2009/2010.
Instead of the full 'identification' to the WMF (where you send in a copy
of your ID to prove you're >18), OTRS access only requires you to send an
email with your full real name and age (OTRS access can be given to people
16) to the OTRS admins.
If people aren't required to send their full identification documents
perhaps that could reduce that stumbling block slightly?
Thehelpfulone
https://meta.wikimedia.org/wiki/User:Thehelpfulone
On 14 Nov 2012, at 14:36, Richard Symonds <
richard.symonds(a)wikimedia.org.uk> wrote:
For what it's worth, my opinion (as some who has had access to a fair few
OTRS queues for a fair number of years) is that we need more OTRS
volunteers. Lots more. At the moment, Wikimedia UK has about a dozen
semi-active volunteers for its queue, and we have reasonable response times
(48 hours ish). I'm not sure how many the WMF has for the global queues,
but to answer every email within, say, 48 hours, would require (in my
opinion) at least several hundred volunteers, with several dozen being
active daily.
Wikimedia UK did run an OTRS workshop, which was useful, but it turned
into more of an OTRS planning weekend, with only a few new people trained
to use OTRS. It's a very slow way of training people - it's not just the
OTRS software, but customer service skills which are needed. Most
Wikipedians can't reliably answer emails from OTRS because they don't have
the needed levels of WIkipedia experience, OTRS system experience, and
customer service experience. There's the added (necessary) stumbling block
of identifying to the WMF.
<radicalthinking>
Perhaps OTRS access to the English Wikipedia courtesy queue could be given
to English Wikipedia admins who are willing to identify to the WMF? That
would free up the experienced OTRS agents to handle the more important
'quality' queue. </radicalthinking>
Richard Symonds
Wikimedia UK
0207 065 0992
Wikimedia UK is a Company Limited by Guarantee registered in England and
Wales, Registered No. 6741827. Registered Charity No.1144513. Registered
Office 4th Floor, Development House, 56-64 Leonard Street, London EC2A 4LT.
United Kingdom. Wikimedia UK is the UK chapter of a global Wikimedia
movement. The Wikimedia projects are run by the Wikimedia Foundation (who
operate Wikipedia, amongst other projects).
*Wikimedia UK is an independent non-profit charity with no legal control
over Wikipedia nor responsibility for its contents.*
On 14 November 2012 12:53, Charles Matthews <
charles.r.matthews(a)ntlworld.com> wrote:
On 14 November 2012 12:42, Andreas Kolbe
<jayen466(a)gmail.com> wrote:
On Wed, Nov 14, 2012 at 11:55 AM, Charles
Matthews
<charles.r.matthews(a)ntlworld.com> wrote:
>
> On 14 November 2012 00:00, Andreas Kolbe <jayen466(a)gmail.com> wrote:
>
> > And there is. Oliver's revamp of the Contact Us pages has made a huge
> > difference, because previously, PR professionals would pass three
> > invitations to fix the article themselves before they would come to
the
> > OTRS
> > e-mail address.
> >
> > But there is still room for improvement. OTRS e-mails should be
> > responded to
> > the same day, not up to four weeks later. Is anyone collecting data
on
> how
> quickly OTRS mails are responded to? Are those data public? If not,
> there is
> another potential area for improvement.
What WSQ said.
Also, rethinking the "contact us" route is one thing, encouraging more
people to use it early is another. The first may well be helpful, the
second in current circumstances is not going to improve things. Some
of your questions here are clearly for the WMF.
Charles
For better or worse, Wikipedia is the number one Google link for pretty
much
everything and everyone. With that comes a
responsibility to get things
right; a responsibility we cannot live up to, given the open editing
system
we've got, and the number of articles and
editors we've got.
The trouble is ... we have no power over Google, do we? It is a
familiar argument that you are putting.
The actual solutions are (1) to grow the community (and I mean
growing it with responsible, well-trained editors). I personally have
put time and effort into this in the past, as well as editing many
hours a day. And (2) to make it easier for the community to do useful
work.
Now the WMF is well resourced, we should really be discussing these
matters. The traditional spiralling blame game set off by "case
studies" is not the best way, IMX.
Charles
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