search

2i2c-org / team-compass

Organizational strategy, structure, policy, and practices across 2i2c.
https://compass.2i2c.org
4 stars 13 forks source link

Prototype Partnerships/Community on the support team #502

Open choldgraf opened 2 years ago

choldgraf commented 2 years ago

Context

I spoke with @jmunroe today about ways that we can boost our capacity on community support and our "support stewards" roles. We decided that it would be useful to slot James in now, rather than waiting for him to hit his turn in the rotation, so that he has an opportunity to start learning what the support workflow is like and can help out.

Longer term, we discussed what part of 2i2c should have ownership over the "support strategy" and the system around it. Currently it doesn't really have a home (though is sort-of implicitly in Engineering) - part of our goal in having James serve on this team is to understand if / how the @2i2c-org/partnerships-and-community-guidance team could steward this system instead.

We have a longer-term issue to track the strategic home of support here:

Proposal

Here's what I'd propose:

Questions we want to answer

Can we have a division of labor between @2i2c-org/partnerships-and-community-guidance and @2i2c-org/tech-team within support?

Our community team and our engineering team have different skills and interests. Even if they are both on the same team, perhaps they can serve in slightly different roles. For example:

How can the community team member efficiently assign work to engineers?

If non-engineers like myself, Jim, or James serve on this team more often it is going to create tension when we cannot resolve a technical issue that somebody is having. In those moments it will be crucial that the support team gets fast assistance from engineers to help resolve the issue.

How much capacity does this free up for engineering? How much does it take for community?

Ideally, this will be a net-gain in capacity, because the actions we're asking of people are more naturally matched to their skills and interests. We should be mindful of whether this is true or not.

Updates and actions

sgibson91 commented 2 years ago

FYI, it is on my radar to build some scaffolding to make slotting someone into the rotation earlier than CI/CD caters for easier https://github.com/2i2c-org/team-roles-geekbot-sweep/issues/63 I will probably work on this tomorrow as a nice "week closer" task

Also noting that James is already in the support stewards user group on Slack so this is just about rejigging the calendar for when his rotation shows up (CI/CD keeps it populated one year in advance to assist with scheduling PTO, etc)

sgibson91 commented 2 years ago

If I were to write up onboarding/off-boarding issue templates regarding the Slack user groups and updating the calendar, where would they best live? It would involve running code that lives in the https://github.com/2i2c-org/team-roles-geekbot-sweep repo, but I feel they would be more visible here?

sgibson91 commented 2 years ago

@choldgraf you have now been removed from the support-stewards usergroup on Slack, and hence the pool of future support stewards. Enjoy your last shift. I am incredibly jealous.

@jmunroe has now been added into the rota. Your first shift begins Oct 26th. You will spend two weeks working with Georgiana, and then two weeks working with me (apologies in advance). I also updated the meeting facilitators rota as well as you will be chairing November's team meeting (not the sprint ones). Look out for pings from the slack bot!

sgibson91 commented 2 years ago

I also opened https://github.com/2i2c-org/team-compass/pull/504 regarding issue templates discussed here: https://github.com/2i2c-org/team-compass/issues/502#issuecomment-1234691433

choldgraf commented 2 years ago

I just had a meeting with @damianavila to discuss this - I've added a few extra questions at the top that we should answer as a part of this experiment w/ @jmunroe .

@sgibson91 I think that we should put James into the support steward role now, and keep him there for a few cycles rather than cycle him on and off. That will give him more time to get familiar with these processes, and thus we can have more information needed to answer the questions above.

@jmunroe are you OK with this? I think the main thing we need to avoid is that this is too much work for you, so perhaps you and I can have regular touchpoints to make sure it's sustainable in short term?

choldgraf commented 2 years ago

@jmunroe said he is 👍 on this in Slack, so I have replaced myself and added him. Also am tracking removing me from support steward rotation here:

sgibson91 commented 2 years ago

you have now been removed from the support-stewards usergroup on Slack, and hence the pool of future support stewards. Enjoy your last shift. I am incredibly jealous.

Just reiterating that you were already removed from rotation, it just happened during your active shift :)