Submissions/Thank you for your email: A day in the Wikimedia Mail Room

From Wikimania 2014 • London, United Kingdom

This is an accepted submission for Wikimania 2014.

Submission no. 1073
Title of the submission
Thank you for your email: A day in the Wikimedia Mail Room
Type of submission (discussion, hot seat, panel, presentation, tutorial, workshop)
Author of the submission
Keegan Peterzell
E-mail address
Country of origin
United States
Affiliation, if any (organisation, company etc.)
Contractor, Wikimedia Foundation
Personal homepage or blog
Abstract (at least 300 words to describe your proposal)

"Thank you for your email" will engage the Wikimedia community as a whole to think about how they respond to everyone in an online environment. Wikimedia communities are used to working with other in the community and are accustomed to communicating as they would other Wikimedians all the time. Responding to emails from the general public, which is by far where most of our page views come from, provides a different insight into how we can look at our content.

The work behind OTRS is largely a mystery to general Wikimedia community, and we (the OTRS agents) would like to change that. This presentation will inform already experienced Wikimedians more than anyone, an opportunity that Wikimania has to bring such interested users together. This presentation is an ongoing step in opening up OTRS to the Wikimedia community's discussions about working with the general public with our increasing worldwide visibility.

"Thank you for your email" will cover not the question of "What is OTRS?" or "What does OTRS do?", these topics have been covered well and extensively before. The purpose for "Thank you for your email" is to explain to interested Wikimedians, press, and public about what an agent actually does during a routine login session. The presentation will include simulated situations of email exchanges over a variety of topics such as general questions, content reuse, issues related to living people, and submitting works for use.

The goal of the presentation is to bring an outsider's perspective into the mind of Wikimedians when making decisions on how to communicate with new/inexperienced users as well as how we make content decisions keeping in mind the perspective of the viewer, the consumer of our product.

The end of the presentation will allow for questions from the audience about whatever they wish to ask, from how to answer a hypothetical situation to how to volunteer on OTRS.

  • WikiCulture & Community
Length of session (if other than 30 minutes, specify how long)
50 minutes - 35 minute presentation, 15 minute questions
Will you attend Wikimania if your submission is not accepted?

Yes, provided a scholarship or representing the Wikimedia Foundation.

Slides or further information (optional)
Special requests

Interested attendees

If you are interested in attending this session, please sign with your username below. This will help reviewers to decide which sessions are of high interest. Sign with a hash and four tildes. (# ~~~~).

  1. Blue Rasberry (talk) 15:48, 28 February 2014 (UTC)[reply]
  2. Kvardek du (talk) 13:04, 15 March 2014 (UTC)[reply]
  3. Ireas (talk) 01:48, 17 March 2014 (UTC)[reply]
  4. Gnom (talk) 19:15, 20 March 2014 (UTC)[reply]
  5. Slashme (talk) 08:51, 22 March 2014 (UTC)[reply]
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  7. Thehelpfulone 02:19, 27 March 2014 (UTC)][reply]
  8. Polimerek (talk) 10:10, 31 March 2014 (UTC)[reply]
  9. Jodi.a.schneider (talk) 20:02, 31 March 2014 (UTC)[reply]
  10. Quiddity (talk) 21:17, 12 April 2014 (UTC)[reply]
  11. the wub "?!" 23:03, 13 April 2014 (UTC)[reply]
  12. Djembayz (talk) 12:28, 18 April 2014 (UTC)[reply]
  13. --Gereon K. (talk) 05:53, 6 June 2014 (UTC)[reply]
  14. The Interior (talk) 04:59, 29 June 2014 (UTC)[reply]
  15. Daniel Case (talk) 03:19, 1 August 2014 (UTC)[reply]
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