 But Meredith, well done, Deb, you're already doing the recording, fantastic. So a very warm and now hopefully calm welcome to Meredith Fierro, who is joining us here at OER20 for the first online conference, but definitely not the last. I've seen Meredith present in person and we're in for real treat. So people, please give warm thoughts in the absence of emojis or hopefully you can try and find the smiley face when you go to your status bar and give Meredith a smiley face that's at the bottom of your screen where you see your own status. Give a very warm welcome to Meredith and Meredith, over to you. Yeah, thanks so much, Meredith, and I appreciate it. So as I said, I'm Meredith Fierro on the Interim Customer Support Manager at Reclaim Hosting. And before I dive too deep into my presentation, I just want to give a quick thank you to everyone at OER20 Committee and Co-Chairs for this awesome, incredibly hard work you guys put on to move this conference online. I know it wasn't such a small feat to do, so the effort is greatly appreciated and it's been so seamless so far. So ready for the rest of day two and my presentation. And I do have one other quick note to say. Before I do dive in, Jim Groom, Lauren Brunfield, and I recorded a supplemental podcast to what I'm going to talk about today and we posted it on YouTube. So you'll see, check our YouTube channel and then the session notes for a link to that video. And we talk about some other stuff that I don't touch on in this presentation, given it's only a 10, 15 minute presentation. So with those notes there, I am going to continue. So at Reclaim Hosting, we're all about data ownership and digital literacy. We offer hundreds of open source applications in one click installers where users can spin up WordPress sites, Omeka sites, splots, all sorts of applications within a matter of minutes. With that said, learning a new tool like this, like WordPress or Omeka, it can be daunting. There's often no clear place to start. So Reclaim tries our best to manage the unknown of new tools and that sort of thing. So I'm going to talk about a few tools that we use as a team to create and cultivate a larger community that is centered around empowerment and learning. So over the last four months, I've been working to develop this sort of support infrastructure and community that's conscious about the community and while fostering learning. But I saved four months because I've only been in the customer support manager position for that long. I've been at Reclaim for three years but the ethos of Reclaim is the community and fostering learning and empowerment. So we're all really about teaching and we're really about teaching a man to fish so that they can then teach someone else and spread knowledge through their newfound learning. So at Reclaim, we have a staff of seven and we've scaled our support resources to serve a larger online community that spans across our shared hosting users, even domain zone institutions where the administrators then support their community on their campus. So the community is even bigger than just our small shared hosting and domain of one zone. It really grows exponentially. So let me just switch the slide really quick. So there's five tools on the screen but I'm really only going to talk about three of those tools today. Slack and Zendesk are more of our day-to-day internal use within the company. Slack is our office. It's even more so our office now that we've all kind of done the social distancing and gone remote. So that's really just our virtual office space and we kind of communicate and check in on products, ask questions and that sort of thing. And Zendesk is where we communicate with the customer on the end user side. We use Zendesk as an email support and it's been really great to use and that's more internal. So I'm going to talk about Discourse which is that logo in the middle of the screen, Asana and then WordPress as well. So we'll move into Asana and Asana is mainly used as our internal project management system where we keep track of projects across all factions of reclaim from the sales perspective, support and infrastructure. So most of our projects that we do involve more than one group within reclaim. So it's important for us to manage and manage each task and project in tandem with each other. So we're not, we're making sure we're meeting deadlines and that sort of thing. So one particular project we do use a lot is our documentation project which we use to manage our documentation articles like you see in our Discourse and websites. So as we talk about Discourse, we have two or two types of or two use cases of Discourse in our community.recleanhosting.com. It serves many functions within our Rewind Spear. Home to niche communities where folks can come together to talk about different tools. Our internal documentation that we use to support our support staff to teach and learn and they can learn new topics for support ticket scenarios and document learning and ask questions. So this is our staff documentation. There's general how tos like you see adding WordPress admin. And so we guarantee that our reclaim staff has a good base to continue their learning and be encouraged to branch out to learn new tools which then help our end users because we have that conceptual base to talk about and discuss new tools as they gain confidence in learning. So then our public facing documentation is home to that niche community as I was saying before. There's folks like Tom Woodward with WordPress Multisites, Paul Hibbetts who uses Grav and GitHub and Alan Levine for spots and Domain Camp. They have become major tools in our reclaim infrastructure. So with these communities they are drawing other people to learn about the tools. Some of the articles we have in the public facing community have actually been viewed thousands of times, tens of thousands of times at that on how to set up GitHub with their reclaim hosting account so other people who might not even be reclaim customers are coming to our company site to be involved in those communities and learn how to use tools on the web. So speaking of WordPress, we've got WordPress as the next tool in reclaims tool belt. First we use this as a way really to track personal learning within reclaim. I can safely say it's one of our favorite tools amongst the team. Each employee has their own blog and I encourage to explore pieces of their professional life and career to document and it's become more of a personal way for me to curate milestones in my career. It also throws a little friendly competition into our team to see who gets to write the first post about a big event or conferences like this. Usually Jim and Lauren are the first two to go but it's a fun competition we use chat and Slack. Wait for it. We've posted. There we go. It's been cool. And in tandem with that WordPress is also a base for a lot of reclaim hosting infrastructure. The front facing side of Domain of One's Own is encased in a WordPress wrapper so you'll see the screenshot in the back here is the home page for the University of Oklahoma create Domain of One's Own instance. That is WordPress and it allows us to easily manage users and log in and access accounts if needed. It's also a resource for schools to be able to gather support documentation which is the screenshot in the front. Like Discord the WordPress documentation is each Domain of One's Own instance of their support docs so they have a base through the University of Oklahoma that created the set of documentation articles that provide base for any users and then they have shared it with the larger community so other schools can then use that as a jumping off point to create their own documentation to be able to better suit their administrators and their end users. So they're able to tailor that to their specific system. So in turn with those articles we're giving the administrators the confidence to be able to support their communities and then the reclaim community then grows tenfolds on top of that. So and with that with those bases and those tools the community becomes a little easier to manage and cultivate and also STEM is from the amazing minds that put this together and I'm honored to get to play a role within the content and creating the community and cultivating and fostering learning. So I do have a few additional resources that I've linked here I am going to put this on my blog so you can go in and see the different resources so I've linked to a great resource that Lorne created for administrators that's an onboarding of Domain of One's Own also a Domain of One's Own landing page that links to each tool and then the documentation page the podcast and the three additional tools that I talked about so this will all be on my blog again but that's all I've got so if anybody has any questions happy to take some now. Thank you so much and I've posted a link to your blog into the chat just in case people can follow up we've actually had a lot of interaction on Twitter and it's been really interesting to see people interacting so what I might do together with Debbie and Debbie if you're happy to have a look and we might encourage people to just use the conference hashtag to post questions to you or if you're someone who we can identify by name please raise your hand and then we can try and give you the mic so for known reasons we're not going to give the mic to people who we can't recognize by name sorry about that but if you do have any questions or you want to add something please do raise your hand and we will give you the mic. I'm passing on lots of applause for you Mara Deff, lots of applause for you King. Yeah you've done an amazing job, well done you.