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User Support and Moderation
Define and implement new tools and interfaces for moderators - Work with existing moderators and IT to gather define and refine requirements for implement new tools and interfaces to support their the work . Existing processes are in need of enhancement or replacement as we upgrade moderation processes and work to improve moderator efficiency and convenience. Status as of 8/13: In progress. New email list created for moderator input on moderation tools. A prioritized list of actions to be considered at SAB Sept. meeting.Move arXiv communications administration to an issue tracking system - We have begun the process of shifting all communications with users and moderators to a web-based issue tracking system (Request Tracker). Service desk functions managed by arXiv administrators include answering user questions, troubleshooting technical problems, soliciting and following up on moderator input, responding to and resolving moderation appeals, etc. These functions are currently carried out using multiple arXiv.org email mailboxes. A modern issue tracking system will provide us not only with better tracking, but built in reporting and issue classification tools for better management of this labor intensive aspect of arXiv administration. Status as of 8/13: Partially complete. See item above, under "Technical"of moderators. See "Improve tools and interfaces to support moderators" in Technical section above.
arXiv moderator coverage and evaluation - Work with subject committees to attain a full complement of moderators. Develop and implement metrics for evaluating moderator performance, to share with subject committee chairs.
General Physics moderation - Work with Physics Advisory Committee to implement an effective moderation process for the General Physics category.
Scientific Director - Work with various stakeholders to define the role of the Scientific Director with respect to daily moderation processes and workflows.
Evaluate administrative processes - Work with Scientific Director to evaluate arXiv administration processes and staffing, especially in light of evolving moderation tools.
Business Model & Governance
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