Hack Hands (Pluralsight) (in progress!)

  • Cory House @housecor

Table of Contents

Chapter 1 - Hack Hands Mentor Onboarding

Tech Setup

  • Download Hack Hands Desktop app (remote control screen sharing app) https://hackhands.com/onboarding/
  • Download Hack Hands Screen Sharing app (Zoom.us) https://zoom.us/support/download
  • Configure first session by allowing browser to access camera and microphone
  • Join the Hack Hands Slack community: Share info, resources, events, and learn from other Mentors’ HH session experience

Contribute

  • i.e. Create Bot, other Channels, etc

Share Profile

  • Public Profile share on blog or website

Process

  • Accept request and auto connected to Collaboration Env (video/audio chat, code editor)
  • Session paused until both Mentor and Learner join. Pause/resume at any time
  • Free 5 mins for Learner (no earnings unless receive tip from Learner)
  • Click “Share Screen” to share screen
  • Pause timer to show sensitivity when better understanding the context of the request
  • Pause timer when not appropriate to charge, such as when not confident about solution, googling to refresh memory

Troubleshooting Session

  • Refresh session
  • Pause timer
  • Revert to Hack Hands screen sharing client app (Zoom.us) for audio chat

Mentor Performance Ratings

  • Learners rate Mentors after session
  • Higher ratings == higher earnings
  • Always allow at least 1 hour per session
  • Do not be late for scheduled session or leave early due
  • Do not lose session when using other tools
  • Do not be distracted
  • Judgement and consideration when eating or drinking during session
  • No alcohol or smoking
  • Never encourage Learner to leave and use another platform
  • Speak English clearly and succinctly
  • Professional demeanour
  • Do not ask for a specific rating or a tip (just remind them to please leave a rating)

Before Respond to Help Request

  • Read request carefully
  • Ensure request relates to area you have extensive experience in
  • Clean environment
  • Lighting turn on
  • Fast Internet connection >600 Kb/s
  • Audio/Video functioning
  • Clothing appropriate

Start of Response

  • Intro tell about yourself
  • Explain why qualified to help
  • Example: “Hi I’m X, I’m from C. I’ve been a dev for about Y years mostly in Z language. How are you today? That’s great! I see you’re having trouble with A… I’ve been working with A for B years and can totally help you out with it. How may I help you?”

During Response when Question asked

  • “That’s a great question, please wait a moment while I look up troubleshooting options…”

During Response in Answer

  • Provide helpful external resources and step-by-step guides: Links, articles
  • “That should set you up, I’m going to set the article to you that we went over. Is there anything else I can help you with?”

During Response when Connection Issues

  • “Can you please hold on a moment, I’m having technical difficulties. I’m going to put the timer on pause. I’ll be right back”
Written on November 22, 2016