"Welcome Team" Protocols. Any questions, comments please feel free to Email for clarification. Thank you!
Protocols:
These 'protocols' are to clarify Welcome Team procedures including; joining the team, actions while an active team member, leaving the team and general decorum. This clarifying to each for an understanding how "Welcome" functions. This is our team criteria and code of conduct, 'what iVisit values'.
Team Protocols:
We will follow along the chronology of the average team member from joining, active status to resignation.
Joining the team:
Each of us is a volunteer and it is common in any volunteer team to have a constant stream of those who are available to offer some of their time with those who are not.
My Commitment:
When joining the Welcome team, you make certain assertions that you have read, understand and commit to volunteer at a minimum of 1 hour, 2.5 hours or 5 hours+ per week. Each team member starts at 1 hour per week for 2 weeks where by each person can have a chance to buddy up with other team members as a developmental stage.
My background & skills:
You should have a solid and well rounded knowledge of how to use iVisit (been a user for at least 6 months) including use of the www.iVisit.com site and message board elements as a resource for problem solving. Reasonable knowledge of your particular computer platform and the main issues that new users face configuring, setting up, installing drivers etc.
The ability to work in a virtual team, if you learn something, share it with all, thus when you grow, the team grows as well. iVisit wants a team of helpful people. We then spread that out into the community to have "a helpful community, not a community of helpers." How and where to get information and support when you don't know the answer - users do NOT expect all the answers, a friendly pointer can be enough. If you need help, ask. It is great to ask others on the team for assistance. That is what we are all about, helping others, not saving face.
Patience, tolerance, a genuine desire to help people and the ability to listen and not lecture. Knowing when it is best to walk away and not to engage in anything personal losing your temper. If you are stressed walk away, take a break.
A mix of professionalism with personality and the wisdom to know when to use each trait following our 'Code of Conduct'. Keeping information shared with you in strictest commercial confidentiality. No nudity, no obscenities, no harassment of anyone in the Welcome Home or Directory. Helpers are perceived by the community at large to be users somehow 'endorsed' by iVisit. Always behave accordingly treating everyone as your equal and with the utmost respect, we are a team of people helping people. If you are looking for higher status, that is not what we are about.
How Welcome operates Active team members:
You can expect to be treated fairly, evenly and with utmost respect by all of the team. We will share information appropriate to the level of contribution/involvement/responsibility that you offer. We will provide you with the tools necessary to offer iVisit Assistance to users in a timely manner. Tools at your disposal include a full set of help files.
The entire web site is searchable, get to know the ins and outs as all options are available there. In addition, we will also offer coaching to you as necessary when new features become available or new functions.
You will also be provided with an @WelcomeTeam.com Email address for internal use and use in assisting users.
Of utmost importance, you can expect to be treated with respect. In return, iVisit and the team expect the same from you. We expect that if you offer to volunteer for a minimum of 2.5 hours per week, that you will fulfill that offer to the best of your ability.
We keep to a courtesy of response, in keeping the lines of communication flowing. When a team member messages/Emails you and a response is warranted, follow up. When one team member reaches out for help/contact, it is courteous and appropriate to respond. We help each other at ALL times!
As we are a global team and very busy with various iVisit priorities, it is important to maintain contact. As each of us may not always be available, below is the hierarchy of contact should you need assistance. At all times, please respect that many of the Admins and your fellow team members are extremely busy folks with many daily priorities so keep communication short focused and to the point when possible.
Team communications as follows:
User lines of communication for assistance are as follows:
We NEVER give out Tim's Email address or personal Email addresses of team members. You may give to a user your @WelcomeTeam.com Email address if you are assisting them on Desk and need to follow up with them later.
Security is at the utmost importance in regards to the iVisit software, web pages, registration processes and all entailments. Unless expressly stated, all communications, information, versions, details etc are to remain in strictest commercial confidentiality. It is often necessary to release to the team alpha versions. These are entrusted to you with the guidelines of testing purposes, training and help content creation. Do NOT provide these versions to ANYONE.
When you think you have discovered a bug, verify with others, post in the bug list of the Welcome Team Forum and confirm repeatability then Email detailed bug report with log and all relevant material to both myself and Michael. We do not Email Tim OR post our internally discovered bug reports on the forums, except in the private team area ONLY. What happens within the team Home, stays there. We do NOT share publicly team goings on or activities. We have a lot of fun and can joke, goof around out of public view. When you are taking a public action, you are responsible for any outcomes caused by your actions.
As a small thank you for efforts, each team member after having been with the team for three weeks will have the opportunity to have two iVisit Accounts upgraded or renewed to Plus. These are for you or a direct Family member. On occasion other rewards such as selected iVisit merchandise and "goodies" will be sent out as well
iVisit Ambassador:
The iVisit Help Desk with YOU is often the first impression and experience that new users have and as such their first impression will be the one that carries them through or not. We NEVER get a second chance, to make a first impression. iVisit's Ambassadors will be making our first impression on the world.
Expectations, Rules and Protocols:
Stand proud! The Local AV window of each team member should be clearly marked, "iVisit Assistance" on the banner, and "iVisit Help - Eng" (or your language) on the comment line only used when on the Help Desk and no where else! You will be temporarily removed from Desk if comment is not corrected.
Show your patience and tolerance. Carry on basic conversation with folks from around the world, as they warm up and become more accustomed to using iVisit.
Be a "people person", willing to step up, step out and say, "Welcome". iVisit newcomers often sit silently as they iVisit for the first time. Join the style of the iVisit Welcome Team; step forward and say, "hello".
Remember to reassign and delegate Like a tour director in a busy city, your job will be to help iVisitors find the place they want to go, whether they need technical assistance, wish to find a particular Chat room, or want to stay in the Lounge while they get more comfortable with iVisiting.
A note on personal appearance when on Desk or in the public Welcome area: Because we meet people from many diverse cultures, it would be best to appear fully clothed and be mindful of other cultures when possible. While some states of dress, jewelry and body art may be acceptable or even appreciated by some, it can be very uncomfortable or insulting to others. Look your best and we all look good with you!
Resigning from the team:
If you are unable to continue to offer your contribution for the per week time you have committed to, alert myself and Wendy as to your status. When leaving the team, do so in a mature, dignified manner. Always keep in mind you are responsible for your own actions and any reactions, repercussions brought to fruition by you. Those who are inactive for longer periods and are non-communicative will be automatically placed as inactive.
Thank you for your support!