The basic mode of operation of fairly simple. All support emails are sent to the sword-support email list. As a volunteer you would subscribe to the list and receive all support emails. They are all prefaced with [sword-support] in the subject so it's quite easy to set up a filter for your mail program to file them all to their own folder. When you see an email that you would like to answer, the mailing list is setup such that if you REPLY to the message, your mailer will send the first reply to the individual requesting support AND ALSO to the sword-support mailing list. Any future emails between you and this person will be privately between you two. The reason the first mail is sent back to the list is so everyone else knows that this email has had a person take responsibility so we don't have 5 people responding to the same email.
Anyway, I probably made it sound much more difficult than it really is. Best thing might be to subscribe and just watch how it works for a few days and you'll get the idea.
Thank you very much for considering:
http://crosswire.org/mailman/listinfo/sword-support
-Troy.
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