What do you think of "volunteering" on xat?
Anyone can offer their time and services to help xat. However, xat has obviously set aside the term ‘volunteer’ to mean a very specific role on the website that doesn't just include general helping. If someone claims to be a volunteer, they’re potentially misrepresenting themselves because of the very specific role we have on xat. It's the same with contributors too - anyone can contribute but that doesn't mean they're part of the Contributors group.
This specific meaning has been ingrained into everyone for over a decade, so if you're thinking about restructuring the role and making everyone a volunteer, I think you run the risk of confusing users because of the history and tradition that the role has on xat. When people ask for a volunteer, they're asking for a person with specific permissions and tools to help them. You'd have to consider giving everyone the Verified pawn too, which increases the risk of scams. Also, I think it would diminish the prestige and significance of being a volunteer, because everyone would now be one. I'm not just thinking about myself here, but of the legacy of past volunteers.
What do you think that a volunteer does?
Their duties may include answering tickets, taking reports from users and investigating them, moderating the forums, contributing to discussions, pioneering and suggesting new processes and improvements, sometimes managing official chats, and more that I can't disclose for privacy reasons.
What does it take to be a volunteer?
There’s no definite guide to becoming a volunteer, because everyone's paths can be different. My own path was very different to Sydno's, for example. However, it's my belief that volunteers are chosen based on meritocracy and consistent achievement. It’s an invite-only position for the most helpful and most trusted users on the website, those who have a large number of important contributions to xat spanning a long period of time. Sometimes it can also depend on what the current volunteers or admins are looking for at the time.
What should a volunteer look like?
I'll list some qualities I think they should have. They should be active, adaptable and able to balance the ticket system with other duties. They should be supportive of xat and colleagues and have a positive attitude. They should have a professional demeanor and display emotional intelligence when things don't go their way. They should be able to take criticism and negative opinions. They should enjoy working as part of a team and helping users, and be approachable and receptive to contact. They should be goal-oriented and motivated to continue in the role. They should also rise above any drama and sometimes maintain a dignified silence.