AO3 News

February Support Live Chat

Published: 2013-02-18 16:03:18 -0500

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!

EDIT: We're closed, for this month. A hearty thanks to everyone who came! We will be doing this again!

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.

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Highlights from Open Doors Chat

Published: 2013-02-08 13:03:40 -0500

As we reported early last month, due to delays in setting up the automated import for 852 Prospect, we are working to support authors who are interested in manually importing their stories into the Archive of Our Own.

A public chat, hosted by the Open Doors and Support committees, was held on Campfire (the online chat platform the OTW uses) on February 2. You can now read the highlights. The second chat will be on February 10 at 01:00UTC. (Click the link to see when the chat is being held in your timezone). You can access OTW’s public chatroom using this guest link.

If you have questions and are unable to make it to the chat or have additional questions after, you can always contact Open Doors for further information.

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852 Prospect - Manual Import Support Chat Reminder

Published: 2013-02-01 13:02:57 -0500

As we reported early last month, due to delays in setting up the automated import for 852 Prospect, we are working to support authors who are interested in manually importing their stories into the Archive of Our Own.

There will be two public chats, hosted by the Open Doors and Support committees, on Campfire (the online chat platform the OTW uses). The first will be on February 2 at 22:00UTC. The second will be on February 10 at 01:00UTC. (Click the links to see when the chat is being held in your timezone). You can access OTW’s public chatroom using this guest link.

If you have questions and are unable to make it to the chat or have additional questions after, you can always contact Open Doors for further information.

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Come Chat with our Support Team!

Published: 2012-11-16 13:16:47 -0500

Hi! Support here! 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. So, we've decided to try an experiment!

Starting this coming Saturday, November 17, 2012 at 11:00:00 UTC lasting through this Sunday, November 18, 2012 at 11:00:00 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. 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.

In conclusion....

This is a test run of this service, and while we have great hopes for it, we can't guarantee when it'll happen again. Please drop by with your questions and help make it a success!

ETA: Support Live Chat is now over - thanks all!

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852 Prospect Import - Open House!

Published: 2012-05-23 02:58:23 -0400

As we recently announced, the much-loved Sentinel Adult Fiction Archive, 852 Prospect, is moving in with the AO3! You can find details about the move in our announcement post; however, if you have more questions about the move, or if you're just curious about Open Doors, you can join our Open Doors team for an open house this week.

The open house will take place on May 25, 2012 at 01:00:00 UTC (see when this is in your timezone) in our Public Discussion chatroom. It will last approximately one hour. You can access the chat at: https://fanarchive.campfirenow.com/eb4b6 - just click the link to drop by. Everyone welcome!

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Enter the Wrangulator: Tag Wrangling Open House 22nd April

Published: 2012-04-17 07:35:24 -0400


Tag clud representing a variety of tags used on the Archive of Our Own, together with a stylised version of the Archive logo designed to look like a confused face, scratching its head.

Have you ever wondered about what it is tag wranglers do? Are you thinking about volunteering as a wrangler? Do you have a question about tags on the Archive of Our Own? Is your fandom in need of some temporary assistance? The Tag Wrangling Committee is hosting their second open house! This is a drop-in session where you can ask us what's on your mind, or just have a chat about tags.

All are welcome! The chat will be held on Sunday, 22nd of April, 2012, from 19:00 to 21:00 UTC (see when this is in your timezone) in OTW's public chatroom on Campfire. The chatroom can be accessed at: https://fanarchive.campfirenow.com/c6440. (Please note: This url has changed since this post was originally posted! Apologies for any confusion.) Feel free to drop by at any time during the session to ask questions or just to hang out.

Additional Tag Wrangling Open Houses are planned for July and October. If you can't make this one, never fear - we'll be holding future sessions at different times to make it easier for people in different timezones to attend.

The Tag Wrangling Committee and their team of volunteer “Tag Wranglers” maintain and administer the tags on the Archive of Our Own, curating the folksonomy system that links related tags together for better filtering and searching, while allowing users to tag their works however they prefer.

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Dancing in the Rain: April Showers parties!

Published: 2012-04-12 10:17:32 -0400

It's party time! This April, we've been catching up on some fannish history with our April Showers promotion! For the month of April, we're highlighting fandoms past and present which are underrepresented on the Archive of Our Own and Fanlore - preserve your fannish history by uploading your old fanworks to the AO3 and documenting key fannish tropes and events on Fanlore.

We'd like to celebrate some more. So, it's party time!

AO3 importing party!

Saturday 14 April, 17:00 UTC to Saturday 15 April, 2:00 UTC (see the time in your timezone)

Got any works on other sites that you've been meaning to import or copy over to the AO3? Have questions about how to format or tag any of your works? Feel like cheering other people on as they do some posting? Join the AO3 staff in the OTW Public Discussion chatroom (click the link to access) to ask questions about posting, reminisce about old fandoms, and celebrate as more works are added to the AO3. We'll have a few invitations to share with people who don't yet have AO3 accounts, and we welcome everyone!

Fanlore editing party!

Saturday 14 April, 20:00 UTC (see the time in your timezone)

Keen to add your fannish memories to Fanlore but not sure where to start? Need your hand holding as you make your first wiki edits? Or keen to share your skillz as an experienced Fanlore editor? Join Fanlore staff in the Fanlore chatroom for an editing party! You'll be able to get help making your first forays into editing Fanlore, toss around ideas for new pages, and ask questions. Everyone welcome!

Get wet in the April showers!

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ADT Open House!

Published: 2011-10-28 11:43:46 -0400

Are you interested in volunteering as a coder or tester for the Archive of Our Own? Do you have questions about our development process, or would you like to learn more about how archive features go from idea to reality? The Accessibility, Design and Technology Committee will be holding an open house to talk about our work and answer any questions you may have!

All are welcome! The chat will be held on Sunday, October 30th at 20:00 UTC (what time is it in my timezone?) in OTW's public chatroom on Campfire. The chatroom can be accessed at https://fanarchive.campfirenow.com/e79cc.

Accessibility, Design, & Technology is the guiding body that coordinates software design, development and testing on behalf of the Organization for Transformative Works. Currently we are responsible for designing and building the Archive of Our Own.

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