#23697: List frontdesk, not execdir, on the contact page ------------------------------+------------------------ Reporter: arma | Owner: (none) Type: enhancement | Status: new Priority: Medium | Milestone: Component: Webpages/Website | Version: Severity: Normal | Resolution: Keywords: | Actual Points: Parent ID: | Points: Reviewer: | Sponsor: ------------------------------+------------------------
Comment (by arma): Replying to [comment:4 alison]: > Wait, I'm confused about the purpose of frontdesk@. Originally, we created it in order to field support requests. Now according to this language, it is not for that. What is it for? My hope is that it will turn into a funnel for people trying to reach "Tor" by email. I think it will continue to be a bunch of support requests in the short term, since resources to help people support themselves is a clear thing that's missing from our websites currently. There really aren't that many actual execdir things that come in on execdir@ these days. Shari's idea there is that the frontdesk will get good at recognizing mails that need to get escalated, and doing so -- whether that's sending them towards execdir@, or press@, or accounting@, or reporting a bug to one of the dev teams, or telling somebody that this line in the documentation is misleading people, or what. And (I hope) the frontdesk people will get better and better at dealing with some of the things themselves, like if it's a support question they know the answer to, or a trademark question that looks just like the last one. This idea has been built-in from the beginning: that's why it's called frontdesk rather than support. > And if it's going to be the email address for all the things, we need more than just me and Phoul answering it. Even if it were only support, 5-10 more emails a day is a lot for just two people to be managing. This is absolutely correct. I bet we could get Jon on it, especially if we fold in the donations@ part of the contact. Long term, I would like to have a person whose job includes handling the frontdesk mails, and they use it to get up to speed on all things Tor, and once they're up to speed then they jump to another part of the org, like developer or advocate, or they go to some other company and now that company has a person who knows all about Tor... and then we refill from the pipeline. The background and skillset of the person working frontdesk at the time dictates which stuff they escalate vs which stuff they can just handle themselves. Short-term, assuming many of the questions continue to be support questions, and given that we wrote in big letters "Please don't use this contact address for helpdesk or user requests", I think we could reduce the burden by having the answers to support questions that nobody has time for be "I'm very sorry, but we don't have the people to do support over email right now. Maybe you could try the following five resources." Remember that the bar is pretty low compared to what we're doing with them now, which is ignoring them for a month or two and then sending them in a batch to frontdesk. :) I am explicitly *not* saying "hey, let's start offering support over email again, because the support portal is taking so long." So, to recap: (1) short-term, we keep doing what we're doing now, except more of the mails go to frontdesk directly rather than being redirected from me a few months later. (2) medium-term, we get better at knowing how certain topics should be escalated so they reach the right people. (3) long-term, we recruit people with the goal of having them be good at doing this position. -- Ticket URL: <https://trac.torproject.org/projects/tor/ticket/23697#comment:5> Tor Bug Tracker & Wiki <https://trac.torproject.org/> The Tor Project: anonymity online
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