Hi! Support here, again! In fact, Support is always here–when you submit a ticket through the Support and Feedback form we’ll respond as soon as possible to register your feature suggestion, pass your bug report on to our coders, or do our best to help you out with a problem. However, when it comes to explaining how to do things or why something doesn’t seem to be working right, the formal back-and-forth emails of a Support request aren’t always ideal.
After receiving positive reviews of our last chat in November, we’re going to regularly have Open Chat sessions with the Support Staff in our public chat room (the link will be made available on the day of the chat). The first of these will be this coming Saturday, February 23, 2013 at 16:00:00 UTC lasting through this Sunday, February 24, 2013 at 04:00:00 UTC. Members of Support will be available to interact with you one-on-one in live chat. See what time that is where you live. We are going to try to have future sessions at different times to make sure we eventually cover all time zones. If you can’t make it to this one, keep an eye out for the next!
If you’re having a problem using the Archive, want help trying something new, or would like an explanation of one of our features, please drop in and talk to us in person!
Some guidelines, just to keep things running smoothly
We don’t have a fancy presentation or material prepared–there are plenty of FAQs, tutorials, and admin posts for that. The point of live chat is to talk with you, not at you. We’re happy for you to drop in and say “hi”, but it’s even better if you drop in and say, “Hi, what’s up with my work that won’t show as complete even though it is?!”
As Support, our function is to help users with bugs and issues, and pass reports on to our Coders and Systems team, who actually keep the place running. This means that policy questions are way over our pay grade. (Just kidding–none of us get paid!) So, if you have questions or comments about AO3 or OTW policies, good or bad, Support Chat isn’t the right place for them. If you do want to talk to someone about policy issues (meta on the Archive, philosophical issues with the tagging system, category change, etc.) we can direct you to the appropriate admin post or contact address so you can leave feedback directly for the people dealing with the area of your concern.
Additionally, if a question looks like it might violate a user’s privacy to answer (if it needs an email address or other personal information, for example) we may not be willing to work with it in chat. In those cases, we’ll redirect a user to the Support Form so we can communicate via email.
So, now that that’s out of the way, what kind of things are we going to talk about?
Live chat is best for questions of a “How do I…?” or “Why does it…?” nature.
For example, you might have been wondering:
- How do I use the new search and browse system to find a certain type of work?
- I’d like to run a challenge, but I’m not sure how to do what I want.
- For that matter, where did my work submitted to an anonymous challenge go?!
- I want to post using formatting the Rich Text Editor won’t give me. How do I do it using a work skin?
We’d be happy to help you with any of these questions, and anything else you’re having trouble doing or would like to try doing with the Archive.