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General inquiries come to the info@scrabbleplayers.org email address, and many can be handled in a routine manner as described below on this page. | General inquiries come to the info@scrabbleplayers.org email address, and many can be handled in a routine manner as described below on this page. | ||
+ | |||
+ | This is a ''living document''; the contents are updated as procedures are refined and developed. | ||
+ | |||
+ | == General guidelines == | ||
+ | |||
+ | When responding to info@ email, always be sure to Cc: the info@ address, so that the other responders will know that the issue has been addressed. Likewise, before responding, always check to make sure that no one else has claimed the issue. | ||
+ | |||
+ | All email should receive at least an initial reply within 24 hours of receipt. | ||
When interacting with members, keep in mind that their | When interacting with members, keep in mind that their | ||
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work politely within their limitations. | work politely within their limitations. | ||
− | + | == Instructions == | |
+ | |||
+ | Follow the first applicable instruction below. | ||
+ | |||
+ | # If the inquiry is answered in the FAQ, reply by politely quoting the relevant question and answer, and referring the inquirer to the FAQ URL for further similar questions. | ||
+ | # If the inquiry can be addressed using one of the procedures described at the bottom of this page, do so. | ||
+ | # If the inquiry can be delegated to a committee as described below, do so. | ||
+ | # If not, reply to the inquirer acknowledging the email and saying that someone will respond within 24 hours. | ||
+ | |||
+ | == Delegation == | ||
+ | |||
+ | If the inquiry is technically specific, then it should go to the appropriate [[Committees|Committee]]. In this case, reply to the original sender and Cc: both the committee mailing list and the info@ address. Here are some examples: | ||
+ | |||
+ | ; I'd like to report a problem concerning a tournament. | ||
+ | : [[Tournament Committee]] | ||
+ | ; I think I set a new record. | ||
+ | : [[Ratings and Recognition Committee]] | ||
+ | ; I have a question about a game rule. | ||
+ | : [[Rules Committee]] | ||
+ | |||
+ | == Procedures == | ||
+ | |||
+ | Here is a list of currently documented procedures. | ||
− | == Cannot log in == | + | === Cannot log in === |
− | # If a member does not have their ID or password, see the Lost NASPA ID or Lost NASPA Password section. | + | # If a member does not have their ID or password, see the Lost [[NASPA ID]] or Lost NASPA Password section. |
# Otherwise, ask the member for their NASPA ID and password and proceed with the first of the following subprocedures that applies, listed in decreasing order of observed frequency. | # Otherwise, ask the member for their NASPA ID and password and proceed with the first of the following subprocedures that applies, listed in decreasing order of observed frequency. | ||
#; Member has given you an incorrect NASPA ID. | #; Member has given you an incorrect NASPA ID. | ||
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#: Follow the Lost NASPA Password procedure. | #: Follow the Lost NASPA Password procedure. | ||
− | == Lost NASPA ID == | + | === Cannot make payment === |
+ | |||
+ | # If the inquirer is trying to make an online credit payment, use the CyberSource website to determine why by clicking on Transaction Search, finding their transaction and then the error message and subprocedure below. | ||
+ | #; “The following request field(s) is either invalid or missing: bill_state” | ||
+ | #: The payment form asks for two lines of street address (the second may be blank), and then one line giving the city, state and “postal code”. People get confused and enter their city as the second line of the street address, and the state as the city. Or they enter a non-standard abbreviation for their state or province, like “Ont” for “ON” or “Tex” for “TX”. See if they are willing to enter the information correctly; if not then follow the [[Account procedures#Accept a credit card payment|procedure]] to accept a credit card payment by phone. | ||
+ | |||
+ | === Lost NASPA ID === | ||
# If the inquirer says that they do not know their NASPA ID, first see if you can find it. | # If the inquirer says that they do not know their NASPA ID, first see if you can find it. | ||
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# At this point, you have found the player in the database, and their NASPA ID. Email it to them, explain that they can find it in future in the public membership database at http://www.scrabbleplayers.org/cgi-bin/members.pl and finish. | # At this point, you have found the player in the database, and their NASPA ID. Email it to them, explain that they can find it in future in the public membership database at http://www.scrabbleplayers.org/cgi-bin/members.pl and finish. | ||
− | == Lost NASPA Password == | + | === Lost NASPA Password === |
# If the member does not know their NASPA ID, follow the Lost NASPA ID procedure first. | # If the member does not know their NASPA ID, follow the Lost NASPA ID procedure first. | ||
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#:Explain that we provide some member-only services in exchange for a membership fee, and the only way to ensure that those services are accessible only to members is password protection. | #:Explain that we provide some member-only services in exchange for a membership fee, and the only way to ensure that those services are accessible only to members is password protection. | ||
− | == Profile photo updates == | + | === Profile photo updates === |
Profile photos are also used to respond to media requests, | Profile photos are also used to respond to media requests, | ||
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the current procedure is to nudge [[John Chew]] to review | the current procedure is to nudge [[John Chew]] to review | ||
recent submissions. | recent submissions. | ||
+ | |||
+ | [[Category:Procedures]] |
General inquiries come to the info@scrabbleplayers.org email address, and many can be handled in a routine manner as described below on this page.
This is a living document; the contents are updated as procedures are refined and developed.
When responding to info@ email, always be sure to Cc: the info@ address, so that the other responders will know that the issue has been addressed. Likewise, before responding, always check to make sure that no one else has claimed the issue.
All email should receive at least an initial reply within 24 hours of receipt.
When interacting with members, keep in mind that their computer literacy is generally low. If they were able to accurately describe problems and consult the FAQ, they wouldn't be emailing for help, so it's up to us to work politely within their limitations.
Follow the first applicable instruction below.
If the inquiry is technically specific, then it should go to the appropriate Committee. In this case, reply to the original sender and Cc: both the committee mailing list and the info@ address. Here are some examples:
Here is a list of currently documented procedures.
Profile photos are also used to respond to media requests, and therefore have to undergo a quality control process before being posted. If anyone complains about a delay, the current procedure is to nudge John Chew to review recent submissions.
This page was last edited on 10 January 2016, at 23:41. Privacy policy
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