This years CeBIT 2010, CAcert got a booth as part of 15 projects within the Open Source Project Lounge sponsored by Linux New Media. CAcert thanks Linux-Magazin and Linux New Media for the sponsoring of the booth presentation at CeBIT 2010.
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* CeBIT
* Roles
* Support
* ABC interviews
* Recruitment
* Co-Audit
* Defining the Co-Auditor
* co-Audit Team
* co-Audit preparation
Further Community Update News you will find in the Wiki Community Update
On 2010-01-30 CAcert held its Annual General Meeting. Minutes will be published soon on the wiki.
A new board was elected and positions were assigned during 2010-02-02 board meeting. We are happy to announce the new CAcert board formed by
During the AGM CAcert’s annual report (PDF) was presented and accepted by the membership. It shows many things happened at CAcert during the last year and is worth reading to get an impression of CAcert’s progress during the last time.
A big thank you to all people volunteering and helping to achieve this successful result. CAcert is dependent on many volunteers and is looking forward for your help to achieve such a good result for the coming year.
After a recent policy group decision p20100119 Iang updated all the working wiki pages to show our new Policy on Junior Assurers / Members (or PoJAM for short) going to DRAFT.
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In the last few weeks, our one Support Engineer (Werner, working mostly alone) has processed 65 support requests, 40 in the last week. Each case generates 5 mails. At the moment, the SE works with an absence of system, on a clunky silly mailing list, so there is no workflow assistance available to him. He has to remember each of those cases over the days-cycle time, and relate them to all the other emails.
Errors are inevitable. I’ve so far seen and counted 3 errors or blunders. Which means we’re talking around a 5% error rate. That’s to be expected when building a new system, working with fresh people, with minimal historical help, and working through a flood of a backlog with crappy technical support and poor information. Also known as, drowning.
(Obviously, in time, we want to reduce that to around 1-2%. When I did my 5-10 cases a month back, I generated at least one error. I’m not good enough for Support, I’m up in the 10-20% range.)
You can help us by pointing out the errors, directly, and suggesting what it is you would rather have seen. Positive suggestions are always appreciated.
The Triage team — Wolfgang, Martin, Michael, Joost — have to this point worked through outstanding emails back to July this year. See the attached for a picture of today’s Inbox. *Yes, it’s more or less empty!* They got there last night, and have reached the target I set them, to get back to July.
That means a human has processed every one of approximately one thousand support emails received over the last 5 months. There’s probably dozens of errors in their processing, but that misses the point.
In the next month or so, some or all of the Triage people above will get through their ABCs and become SEs or Support Engineers. At that point Werner will have help. At that point, we’ll be able to improve our systems. And, we’ll need more Triage people!
You can help us by signing up to Triage. Let me know if you fit the profile: Assurer, great with mail / MUA, etc, time to handle lots of little, quick tasks, good with English reading (other languages an advantage), and you grok the community (CCA, DRP and you want to know more about Security Policy but were always afraid to ask…). IRC.
We need people outside the European evening slot…
iang,
interim, temporary, impatient Support t/l,
looking for any excuse to get sacked!