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From YouTube: npmCamp 2016 - Lightning Talk - Twirling toward freedom: by Steph Snopek and Kiera Manion-Fischer
Description
Lightning Talk - Twirling toward freedom: The rewards (and challenges) of open source support by Steph Snopek and Kiera Manion-Fischer
A
B
A
Yes,
we
are
the
tech
support
team
at
mpm
and
we've
all
been
doing.
Customer
tech
support
for
various
number
of
years,
and
one
of
a
job
of
course,
is
to
help
mpm
users
understand
and
p.m.
better
use
our
tools
more
efficiently
answer
questions
about
all
sorts
of
things,
and
it
can
be
a
real
challenge
at
times
because,
as
a
team,
we
don't
know
everything
about
em
p.m.
as
a
support
team.
We
don't
know
everything,
but
we
have
an
awesome
backup
of
everybody
else
in
the
company.
B
So
here
we're
not
making
fun
of
Homer
Simpson
to
start
press
any
key
he's
having
a
challenging
user
experience
and
it
could
be
better
and
that's
where
we
come
in.
So
we
have
a
lot
of
feelings
about
obvious
questions.
So
if
you
email
us
there
are
no
silly
questions.
Sometimes
it
seems
like
someone
get
we
get
back
to
someone
and
they're
like
oh
I
should
have
known
that.
But
that's
why
we're
here.
A
You
know
you
don't
have
to
go
through
that
horrible
horrible
freedom
of
choice
wondering
where
to
go
and
sometimes
technical
support.
You
know
we
have
had
negative
experiences
with
it.
Perhaps
you're
you're
thinking
about
your
last
negative
experience
with
some
other
team,
not
us
and
you're,
trying
to
avoid
contacting
support
in
general.
So
if
that's,
we
were.
B
B
B
A
If
you
are
really
interested
in
trying
to
solve
your
own
problems,
we
have
a
couple
suggested
resources
and
you
might
see
a
lot
of
errors.
You
know
different
errors
come
up,
sometimes
using
NPM.
If
you're
noticing
in
the
CLI,
you
hit
a
500
ish
error,
it's
quite
possible
something's
going
on
at
the
registry,
so
you
might
check
the
registry
issue
tracker
to
see
if
that
has
already
been
reported.
Maybe
somebody
who's
already
found
the
solution.
B
Issue
that
might
come
up
is
a
website
doing
something
unexpected.
So
maybe
you
found
a
bug,
maybe
you're
having
trouble
logging
in
to
NPM,
and
you
want
to
give
us
feedback
so
either.
Let's
see
where
we
report
that
on
the
registry
around
the
website
issue
tracker
to
so
something
might
not
know
about,
you
can.
B
B
To
the
support
Twitter
sometimes
faster
than
we
do,
which
is
cool.
So
if
you
get
anything
yeah
tweet
us
all
the
time,
so
maybe
you're
seeing
400
hours
on
the
CLI
and
the
error
screen
encouraged
you
to
file
an
issue.
But,
as
you
probably
know,
there
are
many
issues
there
and
you
can
search
search
for
what
you
need
to
find
and
you'll
get
lots
of
help
from
the
community.
There.
A
Sometimes
you
might
notice
that
all
of
your
builds
are
on
fire,
hopefully
not
too
often,
but
if
that
occurs-
and
you
think
maybe
there's
an
outage
in
your
region,
you
can
check
our
status
page.
Hopefully,
we'll
have
already
captured,
what's
going
on
and
have
an
update
for
you
there,
the
team
is
working
really
hard
to
catch
those
really
really
fast.
So
hopefully
there
will
be
a
message
there.
If
not,
please
let
us
know
we
want
to
hear
from
you
and
catch
it
as
soon
as
possible.
A
B
B
A
I'm
gonna
go
back,
I,
don't
say
so.
Another
common
request
we
get
is
assistance
for
actually
using
a
specific
package.
That's
not
actually
our
area
of
expertise.
It
turns
out,
because
there
are
thousands
and
thousands
of
packages
out
there
that
we
don't
actually
know
how
to
use.
So
in
that
case,
if
you're
looking
for
help
there
we're
we're
gonna
recommend
you
respond.
You
send
an
email
to
the
author
of
the
package.
A
If
there's
lots
of
authors,
you
might
go
to
their
issue
tracker
and
submit
an
issue
there
I'm
also
going
to
encourage
you,
because
it's
not
usually
the
author
is
not
usually
getting
paid
to
support
their
package.
Most
likely
I
mean
we
get
paid
to
do
our
work
and
will
like
respond
to
you
about
mpm
stuff
within
a
really
reasonable
amount
of
time.
Our.