Wikipedia’s support page

Most users of Wikipedia aren’t aware that Wikipedia, like other online services, has a support staff. Granted, it is an all-volunteer staff and it can sometimes take months to get an answer to your question because of the backlog that often exists. But it’s a free service, and no one will try to upsell you to Wikipedia’s premium version. Many who’ve used the service have been quite satisfied with the results.

That said, there are complicating matters and some ethical issues involved that will be discussed in a subsequent blog post. In this post I’d like to focus on how you can access the Wikipedia support system. The following screencast is designed to do just that.

Once you’ve submitted your email request, it is entered in a support ticket system (often referred to by Wikipedians as “OTRS,” the name of the software used to run the system.) Your ticket will eventually be processed by a Wikipedia volunteer. All subsequent communication will be via email between you and the volunteer who, with any luck, will help you with your request.

About Dan Cook

Dan Cook has been a journalist for many years. His Wikipedia experience dates back to 2008. He has been working regularly with Wiki Strategies since February 2014. He also works for a range of clients doing communications consulting.
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