AO3 News

Chat with Support (in multiple languages!)

Published: 2014-06-22 15:29:27 -0400

Banner by caitie with 'otw chat' at its center and emoticons and other symbols in word bubbles surrounding it.

AO3 Support staffers are the people who receive your tickets through the Support and Feedback form and try to respond as soon as possible to register your feature suggestion, pass your bug report on to our coders, or do their 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 Support will be holding an Open Chat session in our public chat room. They'll be available on Sunday, June 29, 13:00 UTC to June 30, 01:00 UTC (what time is that in my timezone?). Volunteers will be available to answer inquiries in Chinese, English, Finnish, French, German, Indonesian, Portuguese, Spanish and Swedish. If you can't make it to this chat, keep an eye out for the next as Support will be doing other chats later this year.

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 from Support, 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:

  • 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?
  • I want to add a lot of my older works to the AO3 -- what would be the easiest way to do that?

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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Spotlight on Open Doors: Scales of Justice

Published: 2014-05-03 12:41:02 -0400

Image of Scales of Jutice's cover

First, a reminder that Open Doors will be holding the second of two public chats on Campfire (the online chat platform the OTW uses) for Yuletide participants on May 4, 1am UTC (what time is that in my timezone?).

Open Doors would like to thank everyone for coming to the last chat, hanging out, and asking questions! We have a few updates we would like to share:

  • Comment notifications will be turned OFF for all works affected by the Yuletide import. That means if we are importing comments for your works, you will NOT receive an e-mail notification for them. (There will still be e-mail notifications for newly-imported works themselves.)
  • Comments will be imported as backdated comments on the imported work, and will be signed but not linked to an AO3 account.
  • If you have already imported your works to the AO3 and we match its original Yuletide URLs to its AO3 URLs before the import takes places, those works will automatically be added to the appropriate Yuletide subcollection, so you will not need to do this. This will also prevent duplicates of the works from being imported, import comments from the original Yuletide archive onto the work you uploaded yourself, and ensure that the redirect leads to the correct story once the import takes place.

As a note, if you would like us to match your Yuletide URLs, please contact us before May 11, with the following information:
Work Title:
YuletideTreasure.org URL:
AO3 URL:

With that settled, today we're focusing on Scales of Justice, a famous Starsky & Hutch zine dating from 1985. It featured original ink drawings, silk screen prints, and intricate calligraphy, and is considered, according to Fanlore, "one of the most beautiful fanzines ever created."

Silkscreen image from Scales of Jutice of Starsky's head in a puzzle piece and Hutch falling back into a wind tunnel

As part of Open Doors' Fan Culture Preservation Project, a copy of Scales of Justice will be permanently preserved as part of the University of Iowa's Special Collections.

Open Doors chair Michelle Dong notes: "I got to hold a copy in my hands, once. The art was lovely, and the colors still bright."

Inkwork image from Scales of Jutice of Hutch in a feathered cape and Starsky with his hand covering his face. Both of them are inside a giant eye whose iris edge has a row of runes ending in a dragon's head.

If you swoon the way we do over the possibility of being able to preserve and protect parts of our historical fan heritage and culture like Scales of Justice, please consider becoming a member of the OTW. Your support directly contributes to the continued existence of fanworks like Scales of Justice.

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Yuletide chat reminder

Published: 2014-04-25 12:22:37 -0400

Banner by caitie with 'otw chat' at its center and emoticons and other symbols in word bubbles surrounding it.

Just a reminder that Open Doors will be holding two public chats on Campfire (the online chat platform the OTW uses) for Yuletide participants. The first will be on April 26, 4pm UTC (what time is that in my timezone?)

Anyone who has questions about the process is welcome to join the Open Doors team at those chats, and we’ll do our best to answer you. We would also like to direct Yuletide participants to our announcement post as it has been updated with information about the import of comments. Please read the section beginning with Edited to say as we will NOT be able to add backdated comments to works after the import in May.

For those Yuletide participants who didn't want to wait for us to import your fic to AO3 for you, Open Doors would like to encourage you to add your works to the Yuletide subcollections they belong to. It's not required, but it'd be great to keep things together! And it would make our upcoming import of the old Yuletide archive run that much more smoothly. To add multiple fics to a collection at once, here's how:

  1. While logged into your account, hover over your pseud and select “My Works”.
  2. From that page, click “Edit Works” (to mass edit works).
    Select all the story titles that you want to transfer into a given collection. Click “Edit”.
  3. In the second section of this page is the option to “Add To Collections”. Type in "Yuletide" followed by the year (e.g., "Yuletide 2008") or "New Year's Resolution" followed by the year (e.g. "New Year's Resolution 2011") and it should be appear in the autofill. Note: Don’t change anything else, or it will overwrite what was originally on the story.)
  4. Click “Update All Works” at the bottom.

For a visual view of the above steps we have a few slides to help.

If you have questions, or want to know how Open Doors can help your archive, shoot us an email through our contact form.

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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.

Comment

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.

Comment

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!

Comment

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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