Gohelp: Difference between revisions

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To divide up the work of answering gohelp queries, we are going to use a [[gohelp rota]] where each person will be 'on duty' for 1 week at a time.  It is responsibility of the person on duty to make sure that all queries are answered, either by answering it themselves, or by forwarding on to someone else to answer.
To divide up the work of answering gohelp queries, we are going to use a [[gohelp rota]] where each person will be 'on duty' for 1 week at a time.  It is responsibility of the person on duty to make sure that all queries are answered, either by answering it themselves, or by forwarding on to someone else to answer.


Mail sent to gohelp is moderated.  This minimizes the amount of spam that is sent to the mailing list.  The mail to be moderated is forwarded to a Gmail account.  To view potential gohelp mail, log into Gmail with the username geneontology, (Eurie will email you the password).
Mail sent to gohelp is moderated.  This minimizes the amount of spam that is sent to the mailing list.  The mail to be moderated using the mailman interface which can be access here:


==Check Spam Folder==
<pre>
The bulk of the email will be spam. But occassionally real questions sent via the web contact form will be filtered into spam.  These should be marked with a yellow star next to the email.  In order to train the spam filter, mark these emails as "not spam".
http://fafner.stanford.edu/mailman/admindb/gohelp
</pre>


Using Google Mail you can search the SPAM folder for misclassified messages.  If you find misclassified messages it is best to select the "Not Spam" button, or from the actions popup, so the Google brain will not make that mistake again.  You can search the SPAM folder by selecting "Show Search options".  From the "Search" popup select "Spam".  From the "Date within" popup select "1 week".  In the field after "of" enter "today".  In the "Has the words" field enter the following as one very long string:
Email someone on the [[gohelp rota]] for the password.
 
"NIH|NHGRI|SGD|MGI|ashburner|p-value|dictybase|transcript|cerevisiae|NCBI|genbank|swissprot|
uniprot|RGD|organism|blake|TIGR|drosophila|cerevisiae|Saccharomyces|zebra|elegans|GOA|WashU"
 
That seems to find most of the real messages that get lost in the world of Spam.


==Answering emails==
==Answering emails==
   
   
Log into the mailman moderation web page.  There will be a list of emails that need attention.
You should make sure that you've gotten back to the person submitting the request within 24 hours.  Even if it's to say "we're looking into this" when you've forwarded it to the another person.


* Forward the emails to your own email account.  Do not answer emails directly from the Gmail account.   
===Valid email===
* To answer the email, delete all the header information
* Select the "discard" radio button.
* Check the "forward" box and enter your email address.  Forward the emails to your own email account.  You cannot answer emails from the mailman moderating page.   
* Once you get the email in your inbox, delete all the header information
* Change the subject line
* Change the subject line
* Keep the date stamp for when the email first came into gohelp
* Make sure to send the response to the email address of the person who submitted the question.
* Make sure to send the response to the email address of the person who submitted the question.
* CC gohelp on your response so all responses will be archived
* CC gohelp on your response so all responses will be archived


There are labels created for each of the people on the rota.  You could use these to help yourself keep track of which ones have been answered or need answering.  But at the end of your week, you should delete the emails that have been taken care of from the Gmail account.  The ones that are still unanswered, you could leave with your "label" on the email but ideally, you should make sure that you've gotten back to the person submitting the request within 24 hours.  Even if it's to say "we're looking into this" when you've forwarded it to the another person.
===Spam===
* Select the "discard" radio button
* When you submit the requests, the spam will be deleted.


=Help with Emails=
=Help with Emails=

Revision as of 20:11, 10 March 2008

All queries to GO are now directed to one email list: gohelp@geneontology.org. This is to help us monitor the types of queries we receive, and to ensure that all queries are responded to.

Process

To divide up the work of answering gohelp queries, we are going to use a gohelp rota where each person will be 'on duty' for 1 week at a time. It is responsibility of the person on duty to make sure that all queries are answered, either by answering it themselves, or by forwarding on to someone else to answer.

Mail sent to gohelp is moderated. This minimizes the amount of spam that is sent to the mailing list. The mail to be moderated using the mailman interface which can be access here:

http://fafner.stanford.edu/mailman/admindb/gohelp

Email someone on the gohelp rota for the password.

Answering emails

Log into the mailman moderation web page. There will be a list of emails that need attention.

You should make sure that you've gotten back to the person submitting the request within 24 hours. Even if it's to say "we're looking into this" when you've forwarded it to the another person.

Valid email

  • Select the "discard" radio button.
  • Check the "forward" box and enter your email address. Forward the emails to your own email account. You cannot answer emails from the mailman moderating page.
  • Once you get the email in your inbox, delete all the header information
  • Change the subject line
  • Keep the date stamp for when the email first came into gohelp
  • Make sure to send the response to the email address of the person who submitted the question.
  • CC gohelp on your response so all responses will be archived

Spam

  • Select the "discard" radio button
  • When you submit the requests, the spam will be deleted.

Help with Emails

  • We have put together a gohelp people list of the best people to send the different queries to.
  • Page for logging procedural gohelp issues that arise, related to Gmail etc.