Internal Communication Chair Handbook
Current Chairs:
| Name | Affiliation | Contact |
|---|---|---|
| Sara Tonelli | FBK | satonelli@fbk.eu |
| Yiquan Wu | Zhejiang University | wuyiquan@zju.edu.cn |
Overview of Responsibilities
The Internal Communication (IC) Chairs at *CL conferences are responsible for triaging incoming emails sent to conference organizers and program chairs, managing ticket systems through Freshdesk, and ensuring timely communication between participants and conference organizers.
The following are the main responsibilities of the IC Chairs:
1. Email Triaging and Distribution\ 2. Freshdesk Management\ 3. Direct Email Responses\ 4. Conference Communication Support
Breakdown of Responsibilities
1. Email Triaging and Distribution
The primary task involves managing incoming emails sent to conference mailing lists (e.g., acl2025pcs@gmail.com) and routing them to appropriate chairs through Freshdesk.
| Task | Start | Deadline | Dependency | Notes |
|---|---|---|---|---|
| Get in touch with last year's chairs | ASAP | July 2025 | - | Contact previous IC chairs for guidance, templates, and procedures from previous conferences. |
| Email Distribution and Categorization | Mar 2025 | July 2025 | Freshdesk setup | Categorize and forward incoming emails to appropriate chairs via Freshdesk. Provide brief summaries for complex tickets to help prioritization. |
2. Freshdesk Management
Setup and manage the Freshdesk ticket system for efficient email routing and tracking. The ACL Rolling Review team has an established account managed by Jonathan Kummerfeld.
| Task | Start | Deadline | Dependency | Notes |
|---|---|---|---|---|
| Setup Freshdesk email routing | Dec 2024 | Dec 2024 | - | Redirect emails from editors@aclrollingreview.org and acl2025pcs@gmail.com to support@aclrollingreview.freshdesk.com |
| Configure email filters | Jan 2025 | Feb 2025 | Freshdesk access | Add filters to separate submission/ACL Rolling Review emails from other conference matters |
3. Direct Email Responses
Respond directly to participant emails when information is readily available, ensuring no ticket remains unanswered for more than 1-2 days.
| Task | Start | Deadline | Dependency | Notes |
|---|---|---|---|---|
| Create response templates | Feb 2025 | Apr 2025 | - | Prepare standardized templates for common inquiries to ensure quick and consistent responses |
| Email Responses | Apr 2025 | July 2025 | Templates ready | Respond to emails when possible, providing clear answers. Redirect complex issues to relevant chairs or teams. Important: ensure that recipients (chairs, teams) always cc the original address acl2025pcs@gmail.com so ICCs can keep track of the status of the ticket. |
4. Conference Communication Support
Support real-time communication during the conference through Whova platform and continued Freshdesk management.
| Task | Start | Deadline | Dependency | Notes |
|---|---|---|---|---|
| Whova forum monitoring | Conference week | End of conference | Whova setup | Monitor "ask organizers anything" forum and provide real-time responses during conference |
| Conference day support | Conference days | Conference days | All systems ready | Manage Whova + Freshdesk + in-person communication (high-intensity period requiring near full-time attention) |
Expected Workload
IC chairs should prepare for escalating time commitments:
- Setup Phase (Dec 2024 - Mar 2025): less than 1 hour/day
- Active Phase (Apr - May 2025): 2 hours/day
- Pre-conference (June 2025): 4 hours/day
- Conference week: Nearly full-time
Essential Tools and Coordination
Key Tools
- Freshdesk: Primary ticket management system
- Email Templates: For quick, consistent responses
- Shared Calendar: Coordination between co-chairs
- Whova: Conference platform communication
Coordination with Other Chairs
- Program Chairs: Submission and review-related inquiries
- General Chairs: Overall conference organization
- Workshop/Publication Chairs: Specialized inquiries
- Virtual Chairs: Shared Whova moderation duties
Best Practices
- Response Time: Maximum 1-2 days for any inquiry
- Forwarding: Use brief summaries when routing complex tickets
- Templates: Maintain updated response templates for efficiency
- Communication: Coordinate with co-chair on availability and workload distribution
Success Indicators
- Timely response to all participant inquiries
- Effective routing of tickets to appropriate chairs
- Reduced repetitive questions through good template responses
- Smooth information flow during conference period