Community Advocates have their own expertises (EDU/OSS/Merch/Integrations) and we need to make sure that each team member is always up to date and ready to jump in or tackle the different expertise workflow/question/request.
Regular daily workflow
The CA team consists of 3 team members, where 1 is located in the US and the rest is in the EU timezone.
Combined in the EU, one expert starts the day by going through EDU/OSS requests while the other is handling important Zendesk tickets as HackerNews, Website comments and Twitter.
After the important views are cleared, the swag expert handles the Merchandise view and the EDU/OSS expert picks anything left.
A team member located in the US starts the day by getting updated during the calls and going through Zendesk tickets.
Rotation workflow
Consider switching the day to day workflows between EDU/OSS and Merchandise experts.
Example rotation:
The recommended rotation length is 10 work days (feel free to make it longer if you think that's required).
Combined in the EU, the swag expert starts the day by going through EDU/OSS requests while the other is handling important Zendesk tickets as HackerNews, Website comments and Twitter.
After the important views are cleared, the EDU/OSS expert handles the Merchandise view and the swag expert picks anything left.
A team member located in the US starts the day by getting updated during the calls and going through any important Zendesk ticket left.
After the US team member is on top of everything, they should continue with the tickets in EDU/OSS/Merchandise views.
Make sure to update the handbook with everything new that you've learned and it's missing from the handbook.
Training
Advocates should do training sessions during the Community Advocacy daily planning calls when there are no any other important topics to discuss.
