On 2008-01-25, 20:27 GMT, Jeff Spaleta wrote:
- that we have a team of individuals ready to go as ops for
the channel before it goes live in a spin, with an effort to get 24 hour coverage. These are the people with the authority to step in and move things along if the conversation degrades.
- Identify a "helper" role and a list of people who are filling that
role and provide best practices policy for how to help users coming in with problems. This may or may not be the same as the ops role. The point being these are the people who commit to "helpdesk hours" in a public way. If someone comes in at a certain time, they should be able to check and see if a helper is manning the helpdesk. Mutual aid between users is a very useful thing, but having someone there who is committed to setting an example on how to work through problems with other people goes along way towards keeping things pleasant and constructive.
Either of these would be OK with me -- being a bugmaster for the desktop team, I think I could extend my role to this easily. Of course, I could swear only to be present in working hours (CET).
Matěj