#madrid_editorial_support channel onboarding:
This guide outlines how editors can request support on the #madrid_editorial_support Slack channel and the best practices for its use.
Channel Audience and Considerations:
The channel includes all active editors from various productions using Post Services cCAS Editorial workstations, along with Post Services members providing support. Typically, the channel operates in one direction: an editor posts a support request, and the support team responds in a thread. Editors are not expected to follow the channel live or monitor others' posts, as most information is relevant only to the requester.
However, for general issues affecting multiple users or to announce maintenance windows (also communicated via email to post coordinators), the support team will use the @here command and an eye-catching icon to notify everyone.
The main languages used are English and Spanish, but editors can post in any language. The support team will use translation bots as needed.
Slack basics
Slack is a widely-used tool at Netflix for quick communication and integrates with other support tools. It is available on desktop (Mac and Windows), web browsers, and mobile apps (Android and iOS). For detailed usage guidance, refer to Slack’s documentation and webinars like "Working in Slack: Getting Started."
Here’s some context on how we use Slack at Netflix, and some general best practices. For guidance on how to actually use Slack, see Slack’s documentation, and webinars like Working in Slack: Getting Started