Submissions/OTRS: Wikimedia's complaints department

From Wikimania 2010 • Gdańsk, Poland • July 9-11, 2010


This is an open submission for Wikimania 2010.

Title of the submission
OTRS: Wikimedia's customer service department
Type of submission (workshop, tutorial, panel, presentation)
Author of the submission
Jim Redmond
E-mail address or username (if username, please confirm email address in Special:Preferences)
Country of origin
United States
Affiliation, if any (organization, company etc.)
Personal homepage or blog
Abstract (please use no less than 300 words to describe your proposal)
A small global team of volunteers works off-wiki to handle most incoming e-mail for the Wikimedia Foundation:
  • questions about Wikimedia Foundation projects
  • grants of license for donated media
  • reports of article errors
  • issues with biographies of living persons
  • issues with corporate or organizational profiles
  • complaints of vandalism, misinformation, or bias
  • inquiries about re-using text or media
  • requests for editing help
  • compliments and feedback
  • general information requests

This presentation will help attendees understand the Wikimedia Foundation's e-mail response system; how it is currently used; and how it may be used in the future. New and potential OTRS volunteers are encouraged to attend.

Track (People and Community/Knowledge and Collaboration/Infrastructure)
People and Community
Will you attend Wikimania if your submission is not accepted?
Slides or further information (optional)

Interested attendees

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  1. In2thats12 01:10, 21 May 2010 (UTC)[reply]
  2. Eloquence 02:59, 21 May 2010 (UTC)[reply]
  3. Polimerek 06:48, 25 May 2010 (UTC)[reply]
  4. Aphaia 07:01, 25 May 2010 (UTC)[reply]
  5. Laaknor 08:52, 16 June 2010 (UTC)[reply]
  6. Add your username here.