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In this, the first of a new, regular newsletter, I'd like to take a moment to give you an overview of the Community Operations department.

DeviantART's Community Operations Department encompasses the Help Desk and the Copyright and Etiquette Administration (CEA) teams. These teams are dedicated to providing a high level of support within the community via our help desk portal as well as what we call the "Moderation Desk", which is where all of the deviations that have been reported as being unsuitable or in violation of our policies, await review from a member of staff.


Community Operations Staff are spread out across the globe on a mix of many time zones. Some work from a physical office in deviantART HQ in Los Angeles, some work from their homes in America, Canada, Bahamas, Germany and the UK. This may not sound like a real job, but like any employment, there are clearly laid out roles and responsibilities as well as continuous supervision to ensure that people are meeting expectations as well as receiving ongoing personal development.

The team are all deviants - every single person on the team was recruited from the community. Some were Community Volunteers before applying for full time positions, so we're very familiar with the deviantART community and how it works.

Copyright & Etiquette Administration



Within Copyright & Etiquette Administration , the Team Leader is aunjuli and consists of damphyr, y2jenn, kozispoon, godofodd and dxd. In addition, we also have realitysquared, who develops documentation, training and co-ordinates specific projects alongside assisting with tickets. If you ever contact us regarding stolen or inappropriate deviations, ban queries, harassment enquiries, or any other cases which involve the enforcement of policies, these are the people who will handle your reports.

Help Desk



Within the Help Desk , the Team Leader is ewm, and consists of Thunderstatement and Ikue. This terrific trio are responsible for the handling of all community support areas, including general help with your account, as well as investigating bug reports and submitting issues to our devious Technology department.


Now for the science part...

Here's a snapshot of some recent statistics surrounding tickets and reports.

In the Past 3 Months we have solved

  • 3,476 Bug Reports
  • 13,238 CEA Tickets
  • 6,269 General Help tickets
Over the past week we have handled:
  • 336 Bug Reports
  • 959 CEA Tickets
  • 629 General Help tickets
  • 2,620 moderation desk reports.

Community Development & Recognition


In addition to overseeing the teams, I have the honour of selecting deviants for certain recognitions within the community. One of these recognitions is the highly sought after Deviousness Award, which is given out to one outstanding deviant on the first of every month. If you haven't done so already, hop on over to dekorAdum and congratulate him on receiving the award on the 1st of June!


If you would like to suggest someone for the Deviousness Award, please feel free to send me a note. Please ensure that the suggestion is someone who has been a Deviant for quite sometime (not just a few weeks or months!), and is someone who has made outstanding effort at participating in deviantART on many levels.

In addition to the Deviousness Award, I also select individuals to receive what is known as "Seniority". These are deviants whom are being recognized as being role models within the community.

FAQ #29: How do I become a Senior Member?

I hope that this provides you with some more information about what we do and who we are!. Keep following our communityops account for regular editions of this news article, and let us know what you'd like to see included.

Stay devious! :dalove:



The first in a new regular newsletter from the Community Operations department.
Add a Comment:
 
:iconwindklang:
Windklang Featured By Owner Edited Aug 2, 2014  Hobbyist General Artist
Yes, and you did not talk about the specific reports like abuse reports yet.
I contacted the help-desk in personal matters twice since my time on dA and I got support within 48 hours!! I NEVER would have thought, that there are only three people running the help desk!!
Congrats to you three :iconewm: :iconthunderstatement: :iconikue: !! Glad to get to know you :)
I also did not know, that all staff-members are recruited from the dA-members! Great to know. This might be the secret of the remarkable harmony within the community along with all the possibilities!

It was always clear to me, that being dA staff is a "real job" - even as a "casual" member I sometimes just need to be careful to not confuse duties on dA and duties on other parts of my life. It can be a full time job for non-staff-members too, if we are not careful :D

Whatever: Thank you so much for your awesome work! We appreciate it very much, and I will make it part of my mission to make other appreciate this as well!! :)
All the best!
Reply
:iconkovowolf:
KovoWolf Featured By Owner Jul 31, 2014  Professional General Artist
:heart:
Reply
:iconyukuii:
yukuii Featured By Owner Jul 29, 2014   Digital Artist
:iconewm:  is an great admin too and :iconfourteenthstar: and :iconkozispoon:
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:iconzeruch:
zeruch Featured By Owner Jun 7, 2014  Professional General Artist
aunjuli runs C&E? I have faith in humanity again.

This was generally a great newsletter. Kudos.
Reply
:icongeak-of-nature:
Geak-of-Nature Featured By Owner Jun 6, 2014  Hobbyist Photographer
:clap:  Well done!  I'm looking forward to each edition.

BTW, I submitted two "bug reports" recently and was surprised at how quickly I received a response.  They're doing an awesome job! :thumbsup:

I'm chucking at KPEKEP 's question, "How do I become a Senior Member?"  My question has always been "Why do folks want to be senior members?"  Do they get 10% off movie tickets or something?  ;)
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:iconmilovanf:
milovanf Featured By Owner Jun 7, 2014  Professional Digital Artist
Reply
:icongeak-of-nature:
Geak-of-Nature Featured By Owner Jun 7, 2014  Hobbyist Photographer
Thank you for replying, but I don't understand why you took the time to do so.
Reply
:iconmilovanf:
milovanf Featured By Owner Jun 7, 2014  Professional Digital Artist
I have plenty of free time to help someone.
Reply
:iconkpekep:
KPEKEP Featured By Owner Jun 6, 2014
The amendment -I wrote about people who in my opinion deserved this status (Senjor).

Reply
:iconkpekep:
KPEKEP Featured By Owner Jun 6, 2014
Yesterday I, too, something I wrote about 3 members. I have not answered yet ) 
:rofl: 10% off movie ticketsis - nice . 

Reply
:iconkpekep:
KPEKEP Featured By Owner Jun 6, 2014
How do I become a Senior Member? =) lol
Reply
:iconyukuii:
yukuii Featured By Owner Jul 29, 2014   Digital Artist
How do I become a Senior Member? Senior Members of deviantART are selected by the Director of Community Operations (fourteenthstar), after reviewing suggestions made by the community with other full time deviantART Staff. Announcements are made on a quarterly basis and during special, celebratory events such as our birthday.

So what does it take to become a Senior? That's a question many have asked and have never really been able to get a straight answer on. Some have gained Seniority as a thank you for their time spent as a Volunteer, or to recognise their contribution to a particular project or collaborative action. Some have gained Seniority because of their community spirit, providing help and assistance to many other deviants and taking time out to promote the work of others in the community.

Some people have received Seniority because of their artistic endeavour, having a positive influence on their peers by sharing resources, providing constructive criticism and by being a voice that stands out above the many others who deviate to be recognised in the crowd.

If you come across someone who you believe should be considered for Seniority in our community, please note fourteenthstar with your suggestion.
Reply
:iconmilovanf:
milovanf Featured By Owner Jun 7, 2014  Professional Digital Artist
FAQ #29: How do I become a Senior Member?
Senior Members of deviantART are selected by the Director of Community Operations (fourteenthstar), after reviewing suggestions made by the community with other full time deviantART Staff. Announcements are made on a quarterly basis and during special, celebratory events such as our birthday.
Reply
:iconkpekep:
KPEKEP Featured By Owner Jun 7, 2014
Thank you )
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:iconmilovanf:
milovanf Featured By Owner Jun 7, 2014  Professional Digital Artist
Anytime. ;)
Reply
:iconsonikkudrawings:
Sonikkudrawings Featured By Owner Jun 5, 2014  Hobbyist Digital Artist
Wonderful idea! I have always wanted to know more about the CVs and staff in itself, more than just the term "the dA gods".
Also, congrats dekorAdum!:sonicclap:
Reply
:icondekoradum:
dekorAdum Featured By Owner Jun 6, 2014  Hobbyist Photographer
Thank you! :)
Reply
:iconriemea:
Riemea Featured By Owner Jun 5, 2014  Hobbyist General Artist
Definitely looking forward to more of these! :la:
Reply
:iconpurpelblur:
PurpelBlur Featured By Owner Jun 5, 2014  Hobbyist Artist
Wonderful! Can't wait to see more of these. :clap:

Only three at the HD and look at those stats.. :faint: Job well done! :ahoy:
Reply
:iconewm:
ewm Featured By Owner Jun 5, 2014  Hobbyist Photographer
Only three on the HD team which is just General Help and Bugs. That doesn't account for all the kick ass that the CEA team does on their side of the Help Desk :D
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:iconpurpelblur:
PurpelBlur Featured By Owner Jun 6, 2014  Hobbyist Artist
:omfg: My apologies to CEA team! :doh: 

Bravo CEA, bravo!! :clap: :clap:
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:icon3wyl:
3wyl Featured By Owner Jun 5, 2014  Hobbyist General Artist
I'll definitely be looking forward to more of these! Definitely an enlightening read. :nod:
Reply
:iconmrs-durden:
Mrs-Durden Featured By Owner Jun 5, 2014  Hobbyist Photographer
Awesome :la:
Reply
:iconmiloticscale:
MiloticScale Featured By Owner Jun 5, 2014  Hobbyist Digital Artist
Stunning statistics! :clap: Wonderful work.
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:iconidjpanda:
iDJPanda Featured By Owner Jun 5, 2014  Student General Artist
Nice to see an article like this, I look forward to keep seeing the deviants that work behind the scenes to keep this website running. :la:
Reply
:iconthetaoofchaos:
thetaoofchaos Featured By Owner Jun 5, 2014   Writer
:thumbsup:
Reply
:iconpixlphantasy:
PixlPhantasy Featured By Owner Jun 5, 2014  Hobbyist General Artist
And a truly splendid team they are!
:iconcheerplz::iconcheerplz::iconcheerplz:
Reply
:icontarynnefdt:
TarynNefdt Featured By Owner Jun 5, 2014   Digital Artist
The team seems to be doing a great job - I really have only had good positive experiences with the dA helpdesk and the community support people - they have created a very user-friendly atmosphere.

Only one small point America, Canada, Bahamas, Germany and the UK.... 

Thats basically just North America (Canada and the US)  and Europe (Germany and the UK) - how about including people from Russia, China, Nigeria etc. on the team to bring a different perspective.
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:iconfourteenthstar:
fourteenthstar Featured By Owner Jun 5, 2014
Should any remote working positions become available we'd certainly welcome applications from all nationalities :)
Reply
:iconphoenixleo:
phoenixleo Featured By Owner Jun 18, 2014
\o\
Reply
:icontarynnefdt:
TarynNefdt Featured By Owner Jun 5, 2014   Digital Artist
Hmmm, but on the other hand (upon reflection on my part) if its working well, which it is (the Helpdesk and the Community Support Team), then its not broken and no need to fix it, adding new elements can also add new tensions - everything is so well synchronized at the Help Desk.

Really great job you guys do :iconamazedcatplz:
Reply
:iconendorell-taelos:
Endorell-Taelos Featured By Owner Jun 5, 2014   General Artist
Brilliant. I do think this newsletter series will be very helpful to the community. :D 
Reply
:iconurus-28:
Urus-28 Featured By Owner Jun 5, 2014  Hobbyist Digital Artist
Good to have some news of this important part of DA :nod:
Reply
:iconk4nk4n:
K4nK4n Featured By Owner Jun 4, 2014
Wow~!!
Reply
:iconstygma:
Stygma Featured By Owner Jun 4, 2014  Hobbyist General Artist
I hope many will read that and understand how much work you have on your hands!
Reply
:iconastrikos:
Astrikos Featured By Owner Jun 4, 2014   General Artist
Awesome work! :love: :dalove:
Reply
:iconpulbern:
pulbern Featured By Owner Jun 4, 2014  Hobbyist General Artist
Crazy stats! Keep up the great work. :w00t:
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:icondevibrigard:
DeviBrigard Featured By Owner Jun 4, 2014
:la:
Reply
:iconthegalleryofeve:
TheGalleryOfEve Featured By Owner Jun 4, 2014  Hobbyist Digital Artist
Excellent!!! :iconflyingheartsplz::iconlainloveplz::iconflyingheartsplz:
Reply
:icontimberclipse:
TimberClipse Featured By Owner Jun 4, 2014  Professional Filmographer
:la:
Reply
:icondiphylla:
diphylla Featured By Owner Jun 4, 2014  Professional Digital Artist
It is fantastic to have a new regular newsletter for the Community Operations department! To be honest, I think the newsletter is a brilliant step towards educating deviants on what the Community Operations department is all about. Also, I think it is long overdue that the community gets to know first hand the amazing artistic individuals who go above and beyond to assist the community every day behind the scenes. :heart:

As someone who works in IT and deals with tickets/support, seeing the statistics of tickets dealt with over the past 3 months and just the last week... I have to say my hat is off to you guys! Those are amazing numbers! Great job, everyone! :clap:

I look forward to more newsletters and thank you for everything you guys do for us. :heart:
Reply
:iconfourteenthstar:
fourteenthstar Featured By Owner Jun 5, 2014
Thank you!
Reply
:icondiphylla:
diphylla Featured By Owner Jun 5, 2014  Professional Digital Artist
My pleasure! :heart:
Reply
:iconemberthetechwiz:
emberthetechwiz Featured By Owner Jun 4, 2014  Hobbyist Digital Artist
This makes me feel warm and fuzzy for some reason.
Reply
:iconphoenixdestruction:
PhoenixDestruction Featured By Owner Jun 4, 2014
Nice to see an update on the group!
Reply
:iconajglass:
AJGlass Featured By Owner Jun 4, 2014  Professional Artisan Crafter
In the Past 3 Months we have solved
:bulletred:3,476 Bug Reports
:bulletred:13,238 CEA Tickets
:bulletred:6,269 General Help tickets

Over the past week we have handled:
:bulletred:336 Bug Reports
:bulletred:959 CEA Tickets
:bulletred:629 General Help tickets
:bulletred:2,620 moderation desk reports.


Out of how many received? How are we supposed to know if that's a lot or a little solved and handled if we don't know how many there were to begin with?

Reply
:iconfourteenthstar:
fourteenthstar Featured By Owner Jun 5, 2014
I'll certainly take on board the point about giving it context in future reports. I'm also going to include info on the satisfaction ratings that are given by customers. 
Reply
:iconajglass:
AJGlass Featured By Owner Jun 5, 2014  Professional Artisan Crafter
Sounds like a good plan. :)
Reply
:iconshoofly-stock:
Shoofly-Stock Featured By Owner Jun 5, 2014  Professional Digital Artist
I was about to ask the same thing. Those numbers mean nothing. I worked at a Helpdesk for 5 years handling 10,000 emails per year. Sounds great huh? We were always under-staffed so 2500 of those 10,000 weren't resolved within 24 hours as required by company guidelines.
Reply
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