Organization for Transformative Works/Support

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Name: Support Committee of the Organization for Transformative Works (OTW)
Date(s): 2008(?)
Profit/Nonprofit: Nonprofit
Country based in: USA; international volunteers
Focus: Assisting users of the AO3 with problems and queries. First line of contact with the people working on the archive.
External Links: Archive Of Our Own, transformativeworks.org, AO3_Status, ao3org, Support & Feedback form on the AO3, Archive Support form on the OTW Blog
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Contents

The Support Committee is one of the committees involved in the Archive Of Our Own (AO3) project run by the Organization for Transformative Works.

The OTW website describes its role:

The Support Team are responsible for responding to user questions and problems on the Archive of Our Own. Support will respond to queries filed through the support form on the Archive, and liaise with members of other teams to resolve bugs and provide users with accurate information. We need clear and effective communicators; no technical knowledge required. If you are interested in joining Archive Support, please let us know![1]

Support works closely with other OTW committees including Accessibility, Design & Technology, Tag Wrangling, Abuse, Communications, Systems, Translation, Internationalization & Outreach, and Open Doors in the process of triaging tickets.

History

  • 2009: Amy was support lead. During open beta, it was a sub-committee of AD&T, run mainly by volunteers
  • 2010: Ira and Cal started as co-support leads, Cal to support transition, stepping down after a few months. Then Ira stepped down later in the year and leadership passed to Megan. Support became a separate committee, liaising with AD&T, with both volunteers and staff. Then volunteers were phased out and Support became staff-only.
  • 2011: Matty was chair.
  • 2012: Matty continued as chair.
  • 2013: Sam J. was inducted as co-chair, with Support transitioning to a two-year chair term for continuity.
  • 2014: Sam J. was chair.

Current chair: Sam J.

Information

Internal Tools

  • Google Code issue tracker logs AO3 code bugs and feature enhancements including issues reported by users (anonymously).
  • A Feature Requests Trello Board.
  • Most of the tools Support uses are not open to the public. They include the support ticket tracker 16bugs, the internal OTW wiki, Campfire chatrooms and mailing lists.

Fanworks committed by and/or about Support work

References

  1. OTW list of Committees
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