Tech Support Plan - Revision history

Mkille at 21:29, 24 September 2013

2013-09-24T21:29:15Z

Luiz at 20:02, 4 November 2010

2010-11-04T20:02:58Z

Luiz at 20:01, 4 November 2010

2010-11-04T20:01:58Z

Luiz: added link

2010-11-04T20:00:34Z

added link

MichaelWestwind: /* SWOT */

2009-12-29T01:28:25Z

SWOT

MichaelWestwind: /* Long Term goals */

2009-12-29T01:24:42Z

Long Term goals

MichaelWestwind: /* Process */

2009-12-29T01:19:23Z

Process

MichaelWestwind: /* Coverage */

2009-12-29T01:13:17Z

Coverage

MichaelWestwind: /* Recognition */

2009-12-29T01:10:43Z

Recognition

MichaelWestwind: /* How to get there */

2009-12-29T01:02:00Z

How to get there

← Older revision		Revision as of 21:29, 24 September 2013
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		+	'''This page left here for historical purposes.''' -- [[User:Mkille\|Mkille]] ([[User talk:Mkille\|talk]]) 14:29, 24 September 2013 (PDT)
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	[http://securewiki.freegeek.org/index.php/State_of_tech_support See here for a Luiz assesment of what needs to happen.]		[http://securewiki.freegeek.org/index.php/State_of_tech_support See here for a Luiz assesment of what needs to happen.]

← Older revision		Revision as of 20:02, 4 November 2010
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−	[http://securewiki.freegeek.org/index.php/State_of_tech_support See here for a ~~post-~~Luiz assesment of what needs to happen.]	+	[http://securewiki.freegeek.org/index.php/State_of_tech_support See here for a Luiz assesment of what needs to happen.]

	==Mission==		==Mission==

← Older revision		Revision as of 20:01, 4 November 2010
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−	[http://securewiki.freegeek.org/index.php/State_of_tech_support \| See here for a post-Luiz assesment of what needs to happen.]	+	[http://securewiki.freegeek.org/index.php/State_of_tech_support See here for a post-Luiz assesment of what needs to happen.]

	==Mission==		==Mission==

← Older revision		Revision as of 20:00, 4 November 2010
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		+	[http://securewiki.freegeek.org/index.php/State_of_tech_support \| See here for a post-Luiz assesment of what needs to happen.]
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	==Mission==		==Mission==
	The mission of Free Geek's tech support program is to further the mission of Free Geek as a whole by ensuring the usefulness of the refurbished systems that Free Geek rescues from the waste stream. Tech support does this by repairing systems, configuring systems for special uses, replacing defective systems and by educating end users about the capabilities of the system.		The mission of Free Geek's tech support program is to further the mission of Free Geek as a whole by ensuring the usefulness of the refurbished systems that Free Geek rescues from the waste stream. Tech support does this by repairing systems, configuring systems for special uses, replacing defective systems and by educating end users about the capabilities of the system.

← Older revision		Revision as of 01:28, 29 December 2009
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	==SWOT==		==SWOT==
−	This diagram was created for the 2007 plan, but is still applicable.	+	This diagram was created for the 2007 plan, but with some modification is still applicable.

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 ==Long Term goals==
-For the last several months of 2009, my goal has been largely to increase the number of trained techs to the point that we could open up for more hours.  Now that we are reaching that goal, the emphasis is changing and that is reflected below.
+For the last several months of 2009, my primary goal has been to increase the number of trained techs to the point that we could open up for more hours.  Now that we are reaching that goal, the emphasis is changing and that is reflected below.
 ===Coverage===
-Getting and maintaining Full Coverage Tech Support has been the main priority this past year and will remain so for the foreseeable future.  This has two elements:  First, tech support should be open all of the hours that Free Geek is open.  We are getting very close to this goal already.  Second, tech support should be able to get started working on boxes the day they come in, even if the work takes longer than one day to complete.  Since demand varies tremendously day to day, this will be harder to achieve and for some weeks may be impractical, but it should still always be the goal.
+Getting and maintaining Full Coverage Tech Support has been the main priority and will remain so for the foreseeable future.  This has two elements:  First, tech support should be open all of the hours that Free Geek is open.  We are getting very close to this goal already.  Second, tech support should be able to get started working on boxes the day they come in, even if the work takes longer than one day to complete.  Since demand varies tremendously day to day, this will be harder to achieve and for some weeks may be impractical, but it should still always be the goal.
 ===Training===

← Older revision		Revision as of 01:19, 29 December 2009
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	Similarly, we have been in transition to charging more for certain kinds of support, such as adding wireless cards, upgrading to more recent versions of Ubiuntu for special needs, etc. I expect that making all this clear and reasonable will take quite a bit of work.		Similarly, we have been in transition to charging more for certain kinds of support, such as adding wireless cards, upgrading to more recent versions of Ubiuntu for special needs, etc. I expect that making all this clear and reasonable will take quite a bit of work.
		+
		+	===Staffing===
		+	I have been very pleased to have been able to make the changes so far without adding staff time to tech support coverage. This is a testament to the abilities and dedication of the volunteers, but I don't think we should stay with that as a status quo. We should add some hours for a staff person to be able to cover tech support hours in case of need and to spend time training volunteers. This doesn't need to happen immediately and is not anywhere near a full-time position, but it should be part of our planning.

	==SWOT==		==SWOT==

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 ===Recognition===
 So far, the primary recognition that a support tech gets is a glowing recommendation for job applications, and I have always been happy to do that.  I do want, however, to create a formal thank you in the form of a certificate of time spent volunteering for Free Geek tech support.  I don't think it would be a substitute for the recommendation, which is what the techs primarily want, but would be a good addition.
 ==How to get there==

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 ==How to get there==
-===Volunteers===
+===Volunteer recruitment and retention===
 There are two pieces to this.  The first is making sure there is a way to catch the interest of potential volunteers, and I think that we have that worked out well.  The new job description is interesting and Laurel is keeping it out where it can be seen.