Community Team Supporter Basics

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Office Hours

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About Office Hours

While many organizer questions can be answered via email, synchronous communication in Slack can be quicker, more efficient, and friendlier.  We started organizing office hours in order to solve the problem of supporters working constantly in instant-reaction mode, and thus making mistakes due to constant multi-tasking.

While some questions that crop up in office hours can only be answered by a specific person, most can be answered by supporters or fellow organizers who are familiar with the handbooks or the Community team workflow.

Office Hours Etiquette

We post at the beginning of the hour that office hours are beginning, and then review the back scroll of the channel to see if anyone asked a question that went unanswered since the last office hour.

  • If you find one and know the answer, reply to that person.
  • If you can’t answer their question, reach out to a Community team member or supporter you think might know the answer or suggest that the person email with their question.

Remember, it’s ok to not know everything. No one does.

Whenever possible, we prefer to direct someone to the handbook page where their question can likely be answered. This creates a mental reminder that the handbooks should be the first step for getting help.

While it’s fun to chat with other deputies in the channel during office hours, sometimes this can discourage people who want to ask questions as it may seem like interrupting. So while office hours should be casual and fun, it’s also best to keep social interactions short so that other people have the space to get the help they need.