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An '''OTRS workshop''' will take place at the [[Office|WMUK office in London]] on 7-8 January 2012. If you are interested in participating in the workshop, which will be along the lines of the [http://wikimania2011.wikimedia.org/wiki/Submissions/Volunteer_Response_Team_Workshop workshop at Wikimania 2011], then please add your signature below, along with what you would be able to bring / do at the workshop. New volunteers to help with OTRS would be most welcome!
{{historical}}


== Volunteers and participants ==
{| style="margin:0; background:none;"
: Please add your Wikimedia username, a summary of your experience responding to queries sent to Wikimedia's OTRS, and what you could offer in terms of presenting at the workshop, e.g. organising sessions, giving talks, helping newbies, or by sharing issues that could, or have been, either perceived or encountered by new contributors. If you would require financial sponsorship in order to attend such a workshop in the UK, which will most likely take place in London, then please provide a rough estimate (in the appropriate currency) as to how much sponsorship your attendance would need. Note that this estimate should focus on the applicable travel costs, since local costs of a multi-day workshop will be automatically taken into account via our draft [[expense policy]].
| class="MainPageBG" style="width:55%; border:1px solid #cef2e0; background:#f5fffa; vertical-align:top; color:#000;" |
# [[:wikipedia:User:Mike_Peel|Mike Peel]]. I respond primarily to emails sent to Wikimedia UK. I can offer general support to an OTRS workshop; can represent the chapter POV towards OTRS responses (particularly in terms of the legal/libel issues that may result from the phrasing or format of OTRS responses that are sent on behalf of the various Wikimedia organisations), and can provide administrative and logistical support for such an event. As a WMUK board member, I can also represent the workshop to (and ask for funding from) the Wikimedia UK board.
{| id="mp-left" cellpadding="2" cellspacing="5" style="width:100%; vertical-align:top; background:#f5fffa;"
# [[:wikipedia:User:Jdforrester|James F.]] - mostly oversight requests, but also permissions etc.
|-
# [[:de:wikipedia:user:Lyzzy|lyzzy]] - general support, talks, bring along experiences from the german team
! {{Header2|OTRS Workshop - In a nutshell}}
|-
| style="color:#000;" |
'''When:''' Saturday 7th-Sunday 8th January 2012<br />
'''Where:''' Development House, Old Street, London - see [[Office]] for location details. Wireless internet provided <br />
'''Cost:''' Free to attend; travel sponsorship was available.<br />
'''Hashtag:''' #wmuk<br />
'''Wikimedia Commons category:''' [[:commons:Category:UK OTRS workshop 2012|Category:UK OTRS workshop 2012]]<br />
'''Emergency telephone number:''' Office on +44 (0) 20 7065 0990, or Mike Peel on +44 (0) 7890 142394<br />
'''Feedback from the day:''' [[:commons:File:ORTS Workshop 7-8 January 2011 feedback summary.pdf| here]]
|-
</div>
|}
|}
__TOC__
== Background ==
[[wikipedia:wp:OTRS|OTRS]] is a ticket request system which is used to handle most incoming e-mails regarding Wikimedia projects. Besides Foundation staff and chapter affiliated people there is a group of volunteers who take the responsibiliy of answering complaints, questions, permissions and lots of other subjects.
 
They work for different Wikimedia projects in different languages and most of them don't know each other. Exchange between agents across project borders is very rare. German volunteers have set up some workshops over the past years and continue to meet regularly. They organise their work and improve the quality of the answers in discussions and in sharing experiences and best practices. Lawyers and communication trainers support them to extend their knowledge and skills.
 
== Participants ==
The list of participants is below (including a quick description of OTRS). There was a limit of 24 attendees at the event. We were offering travel sponsorship, and/or accommodation, to people who mentioned the requirement for that.  
 
=== Confirmed ===
# [[:wikipedia:User:Mike_Peel|Mike Peel]]. I respond primarily to emails sent to Wikimedia UK. Off-peak transport from Manchester to London will cost £70 + £4.40 local costs in Manchester. Will need accommodation on Saturday eve.
# [[:de:wikipedia:user:Lyzzy|lyzzy]] - general support, talks, bring along experiences from the german team. Confirmed both days.
# [[w:User:Philippe_(WMF)|Philippe Beaudette]] - happy to represent the Foundation, and to provide any assistance necessary organizationally or with trainings. Confirmed both days.
# [[User:Shimgray|Shimgray]] - info-en; would be happy to give help/advice. Travel costs ~£25, plus accommodation. Confirmed both days.
# [[:wikipedia:User:Jdforrester|James F.]] - mostly oversight requests, but also permissions etc. Confirmed both days.
# [[Wikipedia:User:Filceolaire]] I am interested in becoming an OTRS volunteer (though last time I asked I was turned down for not being wiki enough). Confirmed both days.
# [[Wikipedia:User:HJ Mitchell|Harry Mitchell]] - info-en and permissions; I'd be happy to come along and share my experiences and learn from others'. Confirmed both days.
# [[Wikipedia:User:Dougweller|Doug Weller]] - info-en, travel costs about £35 plus I'll need accomodation Saturday evening.
# [[User:Mentifisto|Mentifisto]] - been active for the last few months, mostly on info-en (with a preference for courtesy-type issues). Could help newbies etc. but this, of course, depends on what the arrangements are, which currently seem to still be in the process of discussion.
# [[:wikipedia:User:Chase me ladies, I'm the Cavalry|Chase me ladies, I'm the Cavalry]] - oversight, quality, legal, copyvio etc... I'm not so hot on other languages, or on permissions though. I'm happy to help newbies, but I'm not too good at public speaking.
# [[:wikipedia:User:Chase me ladies, I'm the Cavalry|Chase me ladies, I'm the Cavalry]] - oversight, quality, legal, copyvio etc... I'm not so hot on other languages, or on permissions though. I'm happy to help newbies, but I'm not too good at public speaking.
# [[Wikipedia:User:HJ Mitchell|Harry Mitchell]] - info-en and permissions; I'd be happy to come along and share my experiences and learn from others'.
# [[User:Jon Davies (WMUK)]]
# [[Wikipedia:User:Filceolaire]] I am interested in becoming an OTRS volunteer (though last time I asked I was turned down for not being wiki enough).
# [[User:Leutha|Leutha]] I can cover my own busfare
# [[Wikipedia:User:MartinPoulter|Martin Poulter]] - have logged in and deleted spam - would welcome an opportunity to upskill
# [[User:Tom Morris|Tom Morris]] – given OTRS access on October 17 2011, been working on info-en-courtesy mostly, and some permissions. Can help newbies, and would like to discuss whether or not we can come up with ways to rapidly develop consensus for new standard responses on OTRS-wiki, as well as trying to gauge feedback using the wiki.
# [[w:User:Philippe_(WMF)|Philippe Beaudette]] - happy to represent the Foundation, and to provide any assistance necessary organizationally or with trainings.
# [[User:Ironholds|Ironholds]]
# [[User:Deryck Chan|Deryck Chan]], interested in becoming an OTRS volunteer. Currently en.wp sysop, zh-yue.wp sysop, campus ambassador.
# [[User:WereSpielChequers|WereSpielChequers]] £17 for two days travelcards
# [[User:Mentifisto|Mentifisto]] - been active for the last few months, mostly on info-en (with a preference for courtesy-type issues). Could help newbies etc. but this, of course, depends on what the arrangements are, which currently seem to still be in the process of discussion.
# [[User:Andrew Davidson|Andrew Davidson]] - I have no experience of OTRS and so would be attending to learn more.  I have worked for the [http://www.ipo.gov.uk/ Intellectual Property Office] and so have experience of copyright and other IP issues in the UK.  Expect to be there around lunchtime on Sat as the intro session after lunch seems to be the best start point for me.
# [[User:Tom Morris|Tom Morris]]
# [[User:Fæ|Fæ]]
# [[User:ErrantX|ErrantX]] (Tom) - info-en(f) sorta-newbie :) would be good to chat about OTRS in-person. Due to "mounting costs" in attending other Wiki-events (meetups, hackathon etc.) I'd probably only make it with financial support - around £60-100 travel costs (I can likely kip at friends).
# [[User:Marek69|Marek69]]
 
=== Apologies ===
# <s>[[User:ErrantX|ErrantX]] (Tom) - info-en(f) sorta-newbie :) would be good to chat about OTRS in-person. Due to "mounting costs" in attending other Wiki-events (meetups, hackathon etc.) I'd probably only make it with financial support - around £60-100 travel costs (I can likely kip at friends).</s> (sorry, am stuck in a mudy field with 30 kids that weekend) --[[User:ErrantX|ErrantX]] 13:31, 30 December 2011 (UTC)
# <s>[[Wikipedia:User:MartinPoulter|Martin Poulter]]</s> Can't fit this into my work schedule, sadly
# <s>[[User:Deryck Chan|Deryck Chan]], interested in becoming an OTRS volunteer. Currently en.wp sysop, zh-yue.wp sysop, campus ambassador. Cannot attend entire event; will try to come for Saturday afternoon and dinner. [[User:Deryck Chan|Deryck Chan]] 13:51, 6 January 2012 (UTC)</s> Don't think I can make it anymore, sorry! [[User:Deryck Chan|Deryck Chan]] 17:24, 6 January 2012 (UTC)
# [[User:Panyd|Panyd]]
# [[User:Panyd|Panyd]]
# [[User:Shimgray|Shimgray]] - would be happy to give help/advice.
# [[User:Ironholds|Ironholds]]
# [[:en:User:Skomorokh|Skomorokh]], erstwhile OTRS volunteer
# [[:en:User:Skomorokh|Skomorokh]], erstwhile OTRS volunteer
# [[User:Rodhullandemu|Rodhullandemu]], recently becoming expert on Commons re copyrights and permissions, with a solid background in customer service, having consulted on such for a major mobile telecomms provider. But can only make it if I'm not in the middle of moving to somewhere more conducive to being able to work properly. [[User:Rodhullandemu|Rodhullandemu]] 04:46, 14 December 2011 (UTC)
# [[User:Rodhullandemu|Rodhullandemu]], recently becoming expert on Commons re copyrights and permissions, with a solid background in customer service, having consulted on such for a major mobile telecomms provider. But can only make it if I'm not in the middle of moving to somewhere more conducive to being able to work properly. [
# [[User:Andrew Davidson|Andrew Davidson]] - I have no experience of OTRS and so would be attending to learn more.  I have worked for the [http://www.ipo.gov.uk/ Intellectual Property Office] and so have experience of copyright and other IP issues in the UK.
 
== Confirmed for 7/8 January ==
# both days --[[User:Lyzzy|Lyzzy]] 22:52, 15 December 2011 (UTC)
# both days [[User:Philippe (WMF)|Philippe (WMF)]] 22:57, 15 December 2011 (UTC)
# both days [[User:Shimgray|Shimgray]] 22:59, 15 December 2011 (UTC)
# Both days. [[User:Jdforrester|Jdforrester]] 23:10, 15 December 2011 (UTC)
# both days --[[User:Filceolaire|Filceolaire]] 00:17, 16 December 2011 (UTC)
# Both days. [[w:en:User:HJ Mitchell|<font color="Teal" face="Tahoma">'''HJ&nbsp;Mitchell'''</font>]] &#124; [[User talk:HJ Mitchell|<font color="Navy" face= "Times New Roman">Penny for your thoughts? </font>]]  01:27, 16 December 2011 (UTC)
 
== Potential talks and sessions ==
(Please add a title and brief summary of what you could talk about/lead a session on)
* 'Us vs. Them' - the importance of differentiating between speaking on behalf of the community, and speaking on behalf of a particular Wikimedia organisation, when responding to an enquiry sent to Wikimedia. [[User:Mike Peel|Mike Peel]] 23:35, 28 October 2011 (UTC)
* Difficult Customers - How to deal with customers who are complaining or demanding, whether their complaints are legitimate or not. [[User:Chase me ladies, I&#39;m the Cavalry|Chase me ladies, I&#39;m the Cavalry]] 16:58, 1 November 2011 (UTC)
* Good afternoon - how to enjoy telephone tickets. [[User:Panyd|Panyd]] 23:30, 1 November 2011 (UTC)
* Inter Project Tickets - examples and best practices for working with tickets in foreign languages or related to foreign projects --[[User:Lyzzy|Lyzzy]] 19:45, 6 November 2011 (UTC)
* Perhaps we could schedule in lightning talks like we had in GLAMsterdam (but a little more relaxed), so that people can develop ideas from other talks and present when we have a spare few minutes? [[w:en:User:HJ Mitchell|<font color="Teal" face="Tahoma">'''HJ&nbsp;Mitchell'''</font>]] &#124; [[User talk:HJ Mitchell|<font color="Navy" face= "Times New Roman">Penny for your thoughts? </font>]]  15:09, 13 December 2011 (UTC)
* Presenting on the Foundation's research into OTRS agent satisfaction from early this year. [[User:Philippe (WMF)|Philippe (WMF)]] 22:52, 14 December 2011 (UTC)


== Comments ==
== Agenda ==
* Saturday 7 January
** 10:00-10.15: Welcome and orientation (Jon Davies, Mike Peel)
** 10.15-10.30: Discussion about agenda and plans
** 10.30-11.00: [[User:Lyzzy|Lyzzy]] - Inter Project Tickets - examples and best practices for working with tickets in foreign languages or related to foreign projects
** 11.00-12.00: [[User:Philippe (WMF)|Philippe (WMF)]] - Presenting on the Foundation's research into OTRS agent satisfaction from early this year. - 30 mins to present, whatever required discussion time.   
** 12.00-13.00: Open discusssion
** 13:00-14:00: Lunch (provided)
** 14:00-17:00: [[#Breakout sessions|Breakout sessions]], responding to tickets. Including introduction to OTRS by [[:wikipedia:User:HJ Mitchell|HJ Mitchell]]
** 17:00-19:00: Informal discussion in a nearby pub
** 19:00-21:00: Evening meal in a nearby restaurant (paid for by WMUK)
* Sunday 8 January
** 10:00-12:00: [[#Presentations and discussions|Presentations and discussions]]
** 10.15-10.45: [[User:Chase me ladies, I&#39;m the Cavalry|Chase me ladies, I&#39;m the Cavalry]] - Difficult Customers - How to deal with customers who are complaining or demanding, whether their complaints are legitimate or not.
** 10.45-11.15: Good afternoon - how to enjoy telephone tickets.
** 12:00-13:00: Open discussion
** 13:00-14:00: Lunch (provided)
** 14:00-16:45: [[#Breakout sessions|Breakout sessions]], responding to tickets
** 16:45-17:00: Wrap-up and close


==== Live virtual link up ====
== Presentations and discussions ==
I  don't  belong to any  chapters because of my  location, but  I'm  a Brit and I've already  demonstrated my  enthusiasm by  meeting  members of the UK  chapter while I  was in  the UK in  August. I  would be happy  to take part in  any  discussions over a Skype video linkup. All  you  need at  the meeting  is a laptop  with  a camera on the table, and a  broad WiFi connection. [http://en.wikipedia.org/wiki/User:Kudpung Kudpung] 03:46, 29 October 2011 (UTC)
Below are suggestions from the attendees for presentations during the event. People were asked to make them so that they are of interest to all attendees, and should last longer than 5 minutes (shorter talks were listed under "lightning talks" below).
:I believe the rooms have plug-in broadband available and I have seen a nice projector screen in action, so we should be able to set something up. It might be a good time to try out something like Webex (which the WMF have experience using) as our experience of using Skype for meetings is not that good. --[[User:Fæ|Fæ]] 10:21, 29 October 2011 (UTC)
* Mike Peel - Chapters and OTRS - what problems do chapters face when using OTRS to respond to enquiries (to include problems with using the word "we", legal/libel issues that may result from the phrasing or format of OTRS responses that are sent on behalf of the various Wikimedia organisations, and issues with confidentiality) - 15 mins for presentation, 15 mins for discussion
::If you'd like to use the WMF's webex for this, get me times ASAP and I'll reserve the time.  :) [[User:Philippe (WMF)|Philippe (WMF)]] 19:38, 13 December 2011 (UTC)
* [[User:Chase me ladies, I&#39;m the Cavalry|Chase me ladies, I&#39;m the Cavalry]] - Difficult Customers - How to deal with customers who are complaining or demanding, whether their complaints are legitimate or not.
* [[User:Panyd|Panyd]] - Good afternoon - how to enjoy telephone tickets.
* [[User:Lyzzy|Lyzzy]] - Inter Project Tickets - examples and best practices for working with tickets in foreign languages or related to foreign projects
* [[User:Philippe (WMF)|Philippe (WMF)]] - Presenting on the Foundation's research into OTRS agent satisfaction from early this year. - 30 mins to present, whatever required discussion time.   


=== Meeting aims ===
Requests:
Could include:
* A presentation and/or discussion about the induction process would be very useful.
* Improving OTRS responses, by sharing experiences and horror stories, and documenting best practices and improving standard ticket responses
* A (documented) discussion session on ways to improve OTRS would be good.
* Inducting new OTRS agents, and figuring out ways to encourage more to assist
* Optimising workflows to minimize work and ensure speedy response to tickets (including those sent to chapters and foundation?)
What else? [[User:Mike Peel|Mike Peel]] 21:27, 8 August 2011 (UTC)
** Provide for feature requests, which I can carry to OTRS or the Foundation's developers. [[User:Philippe (WMF)|Philippe (WMF)]] 23:48, 28 October 2011 (UTC)
*** Thanks Philippe - that sounds really useful. Note that WMUK may also be able to provide development support for adding/improving features for OTRS if it is clearly indicated that such development is needed. Thanks. [[User:Mike Peel|Mike Peel]] 00:02, 29 October 2011 (UTC)
Other possible topics:
* How best to interact with other language Wiki's (i.e. be aware of differing policies to your home wiki..)
* Discuss templates vs. real messages
--[[User:ErrantX|ErrantX]] 13:40, 1 November 2011 (UTC)


=== Duration ===
== Breakout sessions ==
I would suggest that a two-day event would be most optimal here, since that would provide enough time to discuss all of the relevant issues, and that it should occupy a weekend (Saturday and Sunday) since this event would only involve volunteer Wikimedians rather than anyone providing such support on a paid basis by an external organisation (unless there are speakers from external organisations that we should invite to this event?) [[User:Mike Peel|Mike Peel]] 00:10, 29 October 2011 (UTC)
These were set up in case there were discussion topics that a subset of the attendees were be interested in. These sessions would take place in the same room as the main meeting.
:I tend to agree, especially if some of the attendees are new to OTRS (or don't have access at all)—we could spend one day familiarising everyone with OTRS, swapping anecdotes, and discussing OTRS in general, and the other on actually responding to tickets (plus it gives us time to go out for drinks without worrying about getting home on Saturday night; always a plus when beer can be worked into these things!). [[w:en:User:HJ Mitchell|<font color="Teal" face="Tahoma">'''HJ&nbsp;Mitchell'''</font>]] &#124; [[User talk:HJ Mitchell|<font color="Navy" face= "Times New Roman">Penny for your thoughts? </font>]]
* Introduction and induction to OTRS for new people (unclear who could lead on this)
:For dates we might try a [http://doodle.com doodle vote] <s>closer to the time</s> see above. Some might prefer a Saturday followed by another Saturday, plus not everyone may want to come along to both days as there might be a split between those interested in an ''intro & case study'' day versus an ''experienced user knowledge sharing and system improvement'' day. --[[User:Fæ|Fæ]] 10:17, 29 October 2011 (UTC)
* Slightly advance introduction (for those with a little experience/knowledge of OTRS wanting to learn more). I could lead this and/or the session above if necessary (though there are better and more experienced OTRS agents attending than I, so I'd be happy for somebody else to lead them). [[w:en:User:HJ Mitchell|<font color="Teal" face="Tahoma">'''HJ&nbsp;Mitchell'''</font>]] &#124; [[User talk:HJ Mitchell|<font color="Navy" face= "Times New Roman">Penny for your thoughts? </font>]] 20:25, 4 January 2012 (UTC)
:: We've got the room booked for 2 days, but I don't think that we need to expect everyone to be around on both of those days. A day of discussions followed by a day of doing sounds good - and we can always expand the 'doing' bit to multiple days if we run out of things to discuss (as a challenge - could we completely clear the OTRS backlog?) [[User:Mike Peel|Mike Peel]] 00:56, 13 December 2011 (UTC)


===Expenses===
== Lightning talks ==
< Our approach on expenses for this event is under discussion by the board, it will be added here shortly. --[[User:Fæ|Fæ]] 14:46, 1 November 2011 (UTC) >
Very short talks could have been listed here. They could also be added to the schedule during the event.  


=== Archived discussions ===
== Metadata ==
==== Preferred dates poll, vote now! ====
(Emits [[:wikipedia:HCalendar|hCalendar microformat]])
To help decide on dates, I have set up a poll at '''[http://www.doodle.com/4nf6siv8dibhbr7p Doodle: OTRS workshop (London)]''', please tick dates you prefer. Click on the concertina bit of the table to open up all dates if hidden. I have avoided the dates for GLAMcamp and weekends getting too close to Christmas. --[[User:Fæ|Fæ]] 09:52, 1 November 2011 (UTC)
:As of 3-Nov the most popular weekend was '''7th January 2012'''. Add your vote to influence the outcome either way. --[[User:Fæ|Fæ]] 13:43, 3 November 2011 (UTC)
::7/8 January is also the only weekend for which nobody (so far, touch wood) has said they're unavailable. I'd suggest that's a nice date as it gives plenty of time to book things in advance and thus get a better deal (especially if we're block-booking a hotel), and solicit more ideas for talks. [[w:en:User:HJ Mitchell|<font color="Teal" face="Tahoma">'''HJ&nbsp;Mitchell'''</font>]] &#124; [[User talk:HJ Mitchell|<font color="Navy" face= "Times New Roman">Penny for your thoughts? </font>]]  02:00, 4 November 2011 (UTC)


==== Location ====
<div class="vevent">
Would a meeting room somewhere in London be optimal, or would somewhere else be best? Beyond space, caffeine (or other refreshments) and wireless internet access, what else would the workshop need? How long should the meeting last? [[User:Mike Peel|Mike Peel]] 19:09, 6 August 2011 (UTC)
* <span class="summary">OTRS Workshop</span>
* <span class="location vcard"><span class="fn org">Wikimedia UK</span>, <span class="adr"><span class="street-address">56-64 Leonard Street</span>, <span class="locality">London</span> <span class="postal-code">EC2A 4LT</span></span> - <span class="geo"><span class="latitude">51.45149</span>, <span class="longitude">-2.59802</span></span></span>
*<span class="dtstart">20120107T1000+00:00</span>-<span class="dtend">20120108T1700+01:00</span>
</div>


: I'd imagine that London would the least-bad location. In terms of venue, not sure - perhaps somewhere like ULU? Or the place the WMUK Board rented for a day next to King's Cross?
[[Category:Events in 2012]]
: [[User:Jdforrester|Jdforrester]] 21:27, 6 August 2011 (UTC)
[[Category:Events in London]]
:*The new Old Street meeting rooms will be ideal and free. There is room for up to 12 (could host a max of 24), it has a casual sitting area next to the rooms, wifi access and is rarely booked at weekends. Should be available by late November. Would need a bit of coordination to let people in/out. --[[User:Fæ|Fæ]] 11:42, 28 October 2011 (UTC)
[[Category:Training events for volunteers]]
::: This sounds ideal - although I expect that 12 would be too few for this event, I doubt that we would exceed 24. If we could pin down a date for an event on this topic in late November-December-January sooner rather than later, then that would be fantastic. Caveat that this event will depend on robust wifi access to OTRS. I would be happy to provide access coordination throughout the event. [[User:Mike Peel|Mike Peel]] 23:38, 28 October 2011 (UTC)

Latest revision as of 15:10, 12 September 2013

Historical
This page is kept as an archival reference.
If you want to raise a point about it, please start a discussion thread on the community forum.

OTRS Workshop - In a nutshell

When: Saturday 7th-Sunday 8th January 2012
Where: Development House, Old Street, London - see Office for location details. Wireless internet provided
Cost: Free to attend; travel sponsorship was available.
Hashtag: #wmuk
Wikimedia Commons category: Category:UK OTRS workshop 2012
Emergency telephone number: Office on +44 (0) 20 7065 0990, or Mike Peel on +44 (0) 7890 142394
Feedback from the day: here

Background

OTRS is a ticket request system which is used to handle most incoming e-mails regarding Wikimedia projects. Besides Foundation staff and chapter affiliated people there is a group of volunteers who take the responsibiliy of answering complaints, questions, permissions and lots of other subjects.

They work for different Wikimedia projects in different languages and most of them don't know each other. Exchange between agents across project borders is very rare. German volunteers have set up some workshops over the past years and continue to meet regularly. They organise their work and improve the quality of the answers in discussions and in sharing experiences and best practices. Lawyers and communication trainers support them to extend their knowledge and skills.

Participants

The list of participants is below (including a quick description of OTRS). There was a limit of 24 attendees at the event. We were offering travel sponsorship, and/or accommodation, to people who mentioned the requirement for that.

Confirmed

  1. Mike Peel. I respond primarily to emails sent to Wikimedia UK. Off-peak transport from Manchester to London will cost £70 + £4.40 local costs in Manchester. Will need accommodation on Saturday eve.
  2. lyzzy - general support, talks, bring along experiences from the german team. Confirmed both days.
  3. Philippe Beaudette - happy to represent the Foundation, and to provide any assistance necessary organizationally or with trainings. Confirmed both days.
  4. Shimgray - info-en; would be happy to give help/advice. Travel costs ~£25, plus accommodation. Confirmed both days.
  5. James F. - mostly oversight requests, but also permissions etc. Confirmed both days.
  6. Wikipedia:User:Filceolaire I am interested in becoming an OTRS volunteer (though last time I asked I was turned down for not being wiki enough). Confirmed both days.
  7. Harry Mitchell - info-en and permissions; I'd be happy to come along and share my experiences and learn from others'. Confirmed both days.
  8. Doug Weller - info-en, travel costs about £35 plus I'll need accomodation Saturday evening.
  9. Mentifisto - been active for the last few months, mostly on info-en (with a preference for courtesy-type issues). Could help newbies etc. but this, of course, depends on what the arrangements are, which currently seem to still be in the process of discussion.
  10. Chase me ladies, I'm the Cavalry - oversight, quality, legal, copyvio etc... I'm not so hot on other languages, or on permissions though. I'm happy to help newbies, but I'm not too good at public speaking.
  11. User:Jon Davies (WMUK)
  12. Leutha I can cover my own busfare
  13. Tom Morris – given OTRS access on October 17 2011, been working on info-en-courtesy mostly, and some permissions. Can help newbies, and would like to discuss whether or not we can come up with ways to rapidly develop consensus for new standard responses on OTRS-wiki, as well as trying to gauge feedback using the wiki.
  14. Ironholds
  15. WereSpielChequers £17 for two days travelcards
  16. Andrew Davidson - I have no experience of OTRS and so would be attending to learn more. I have worked for the Intellectual Property Office and so have experience of copyright and other IP issues in the UK. Expect to be there around lunchtime on Sat as the intro session after lunch seems to be the best start point for me.
  17. Fæ
  18. Marek69

Apologies

  1. ErrantX (Tom) - info-en(f) sorta-newbie :) would be good to chat about OTRS in-person. Due to "mounting costs" in attending other Wiki-events (meetups, hackathon etc.) I'd probably only make it with financial support - around £60-100 travel costs (I can likely kip at friends). (sorry, am stuck in a mudy field with 30 kids that weekend) --ErrantX 13:31, 30 December 2011 (UTC)
  2. Martin Poulter Can't fit this into my work schedule, sadly
  3. Deryck Chan, interested in becoming an OTRS volunteer. Currently en.wp sysop, zh-yue.wp sysop, campus ambassador. Cannot attend entire event; will try to come for Saturday afternoon and dinner. Deryck Chan 13:51, 6 January 2012 (UTC) Don't think I can make it anymore, sorry! Deryck Chan 17:24, 6 January 2012 (UTC)
  4. Panyd
  5. Skomorokh, erstwhile OTRS volunteer
  6. Rodhullandemu, recently becoming expert on Commons re copyrights and permissions, with a solid background in customer service, having consulted on such for a major mobile telecomms provider. But can only make it if I'm not in the middle of moving to somewhere more conducive to being able to work properly. [

Agenda

  • Saturday 7 January
    • 10:00-10.15: Welcome and orientation (Jon Davies, Mike Peel)
    • 10.15-10.30: Discussion about agenda and plans
    • 10.30-11.00: Lyzzy - Inter Project Tickets - examples and best practices for working with tickets in foreign languages or related to foreign projects
    • 11.00-12.00: Philippe (WMF) - Presenting on the Foundation's research into OTRS agent satisfaction from early this year. - 30 mins to present, whatever required discussion time.
    • 12.00-13.00: Open discusssion
    • 13:00-14:00: Lunch (provided)
    • 14:00-17:00: Breakout sessions, responding to tickets. Including introduction to OTRS by HJ Mitchell
    • 17:00-19:00: Informal discussion in a nearby pub
    • 19:00-21:00: Evening meal in a nearby restaurant (paid for by WMUK)
  • Sunday 8 January
    • 10:00-12:00: Presentations and discussions
    • 10.15-10.45: Chase me ladies, I'm the Cavalry - Difficult Customers - How to deal with customers who are complaining or demanding, whether their complaints are legitimate or not.
    • 10.45-11.15: Good afternoon - how to enjoy telephone tickets.
    • 12:00-13:00: Open discussion
    • 13:00-14:00: Lunch (provided)
    • 14:00-16:45: Breakout sessions, responding to tickets
    • 16:45-17:00: Wrap-up and close

Presentations and discussions

Below are suggestions from the attendees for presentations during the event. People were asked to make them so that they are of interest to all attendees, and should last longer than 5 minutes (shorter talks were listed under "lightning talks" below).

  • Mike Peel - Chapters and OTRS - what problems do chapters face when using OTRS to respond to enquiries (to include problems with using the word "we", legal/libel issues that may result from the phrasing or format of OTRS responses that are sent on behalf of the various Wikimedia organisations, and issues with confidentiality) - 15 mins for presentation, 15 mins for discussion
  • Chase me ladies, I'm the Cavalry - Difficult Customers - How to deal with customers who are complaining or demanding, whether their complaints are legitimate or not.
  • Panyd - Good afternoon - how to enjoy telephone tickets.
  • Lyzzy - Inter Project Tickets - examples and best practices for working with tickets in foreign languages or related to foreign projects
  • Philippe (WMF) - Presenting on the Foundation's research into OTRS agent satisfaction from early this year. - 30 mins to present, whatever required discussion time.

Requests:

  • A presentation and/or discussion about the induction process would be very useful.
  • A (documented) discussion session on ways to improve OTRS would be good.

Breakout sessions

These were set up in case there were discussion topics that a subset of the attendees were be interested in. These sessions would take place in the same room as the main meeting.

  • Introduction and induction to OTRS for new people (unclear who could lead on this)
  • Slightly advance introduction (for those with a little experience/knowledge of OTRS wanting to learn more). I could lead this and/or the session above if necessary (though there are better and more experienced OTRS agents attending than I, so I'd be happy for somebody else to lead them). HJ Mitchell | Penny for your thoughts? 20:25, 4 January 2012 (UTC)

Lightning talks

Very short talks could have been listed here. They could also be added to the schedule during the event.

Metadata

(Emits hCalendar microformat)

  • OTRS Workshop
  • Wikimedia UK, 56-64 Leonard Street, London EC2A 4LT - 51.45149, -2.59802
  • 20120107T1000+00:00-20120108T1700+01:00
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