Le sigh.

[kyrielle]

I took so long writing up a fancy answer that not only told them how to tell they had points, but pointed them to the guide, helpscreening, and lj_support....

...that the request had not only been answered, but been closed, before I sent my response. *laughs* Oops. Maybe I need to somewhat template that one.

Comments

[leora.livejournal.com]

See my supportlounge post on just that *G*

Yeah, that's a good one to template. As I said there, I don't even mind people stealing my answer (although it was written on the fly and could probably be improved given the ability to sit down and edit). I'd really like support volunteers to get directed to resources, not just have their questions answered.

I'd make a point of this, but I can't keep bringing up everything or people will get annoyed with me. So, I'm pacing myself. And considering other possibilities.

On a side note, once you and Nilesta get settled into abuse, I'll expect you two to try to keep an eye out for any time support staff doesn't handle abuse properly. Lately they've been very good about moving abuse to abuse. And apparently in the olden days less stuff was moved. But I don't think people realize that
a) The whole telling people to email abuse@ was for when abuse wasn't integrated into the support board and is in the FAQs for users who read it without going through support
b) The abuse FAQs are there for abuse to use, they are not there to help support staff answer the questions.

I think support used to do a lot more abusish work, but currently swung toward really giving abuse issues to abuse. Which, I like better. Because while many support volunteers could handle the simple stuff with just a FAQ reference, if they mess up it's so much worse. And I just don't trust all support volunteers, even all privs, to be able to correctly handle supportish abuse issues.

Ooops rambled... I've been assembling notes of things I want to work on for LJ and issues that need to be considered. And I think that going offline for a few days around new year's and being at a party will be good for me :)

[kyrielle]

*grins* I'll keep that in mind. Tho' I think a time or two I've been guilty of that myself, though I learned better later. (Hey, monkey see, monkey do. If the privs are doing it it must be right.... Oops. ;)