On Wed, Feb 4, 2015 at 10:38 AM, Rjd0060 <rjd0060.w...@gmail.com> wrote:
> Unfortunately, backlogs > can occasionally crop up and take a bit of time to deal with, especially in > the more complicated e-mails (like BLPs), that can take up to an hour to > process. Just for the avoidance of doubt – when you say these e-mails "can take up to an hour to process", I presume you mean that it takes one hour just to read them and understand the complaint. Am I understanding you correctly? Given the nature of the beast, I am sure you must sometimes be getting lengthy (or repetitive) complaints of unclear merit that require significant on-wiki and off-wiki investigation just to understand whether the complaint is justified or not. And I imagine that coming up with an appropriate response and identifying a suitable course of action is another task altogether. Bearing in mind that all of this is volunteer work, I'd assume that the more difficult cases sometimes languish for want of an intrepid volunteer happy to take them on. In your experience, what is the median time between receipt of a BLP-related e-mail complaint and a response being sent out, and what is the maximum time it can take? > It happens on every large Wikimedia project -- where some backlogs > never get cleared (just look at the English Wikipedia’s articles with > unsourced statements! [1])-- so it is something I believe almost all of us > can relate to in one way or another. > I'd like to second Michael Maggs' suggestion – having real-time statistics on OTRS queues available online would aid visibility and transparency (assuming such data aren't publicly available already some place I am unaware of). It might also help recruitment, and bring in volunteers to help with backlogs and bottlenecks. Andreas _______________________________________________ Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, <mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe>
