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  • Jen Mylo 5:04 pm on June 19, 2014 Permalink | Log in to leave a Comment
    Tags: ,   

    WCSF/Team Meetup 

    Howdy again, folks. We’re working on making sure we have enough room blocks to make sure all the contributors who are coming in October can get a decent rate (or have a room provided by us if needed). Some of you replied to my post from last week and filled in the survey so I’d know you were planning to come, but some haven’t. I just want to make sure we count everyone. For example, @jdembowski, @podz, @clorith, and @jerrysarcastic didn’t fill in the survey. Maybe you guys don’t plan to attend due to timing conflicts or other reasons, or maybe you do but didn’t fill in the survey. Help me help you! :)

    Hit the survey if you are an active member of this team so we can count you and see if you’d be able to stay for the whole time etc while we are creating room blocks. If you are not going to attend at all, please leave a comment on this post saying that and I won’t bug you anymore. If you would come but are concerned about the cost, hit the survey to be counted, and then go fill in the application for travel assistance. We have a budget for this, so let’s not allow money to prevent active contributors from attending.

    If you didn’t read the post before, the plan is:
    Sat/Sun — WCSF conference
    Monday — community summit
    Tues/Wed — team meetups (i.e. the support team being together in a place to talk issues, make plans, work together, etc)

     
    • Jen Mylo 5:21 pm on June 19, 2014 Permalink | Log in to Reply

      Also: In that survey, a lot of people say they’re active with the support team, but I don’t necessarily see recent activity from them, so I wonder if they checked the box just meaning they’d done support at some point vs being an active part of the team now. One of these days we’ll get around to making team pages for all the teams, but in the meantime, could you folks (esp @jdembowski and @ipstenu) tell me who on this list is actually active in support? It’s not to deny anyone a place at the event, it’s to coordinate our rooms blocks since we’re going to be spread among 3-4 hotels, and if I can I want to put teams in the same hotel to make it easier for them to connect. Some people are or have been active with more than one team, so this is step 1 of figuring out who to put where.

      People who identified themselves as “actively involved with the support team, including forums, irc, etc”:
      Cousett Hoover, Paul Clark,John Jacoby, Chris Olbekson, Drew Jaynes, Asif Chowdhury, Keith Messinger, Scott Wyden, Kivowitz, Valent Mustamin, Christine Rondeau, Jose Castaneda, Mika Epstein, Ed Caissie, Sergey Biryukov, Ayman Al Zarrad, Russell Fair, Otto.

      • Sergey Biryukov 6:43 pm on June 19, 2014 Permalink | Log in to Reply

        To be clear, I checked the support box mainly because of my activity on ru.forums.wordpress.org. I also monitor the Alpha/Beta forum, but my main focus is core.

        • Jen Mylo 5:31 pm on June 20, 2014 Permalink | Log in to Reply

          Cool. I already have you grouped with core on my plan, I just didn’t want to edit the response lists in case there was something I was missing. :)

      • Christine Rondeau 11:07 pm on June 23, 2014 Permalink | Log in to Reply

        I’ve been active’ish now and again, but not as much as I used to. I’m coming to SF for sure, but I’ll be staying at a friends place.
        Thanks

    • Scott Wyden Kivowitz 12:11 pm on June 20, 2014 Permalink | Log in to Reply

      I work for Photocrati, so I’m involved with support for NextGEN Gallery.

    • Siobhan Bamber (siobhyb) 9:23 pm on July 19, 2014 Permalink | Log in to Reply

      Hi @jenmylo: I held back on applying to the Community Summit as I haven’t contributed actively to the Open Source project in the past couple of months, however, this was only due to some personal commitments taking my time rather than not being interested in contributing any more. I’ve filled in the survey to hopefully attend the Summit, I’d be able to fund my own travel and accommodation.

  • Jen Mylo 11:37 pm on June 12, 2014 Permalink | Log in to leave a Comment
    Tags: , wcsf,   

    WCSF 2014 Update 

    Heads up, support team! We’re getting ready to publish details about the plans for WordCamp San Francisco this October (which includes a mini team meetup), so if you’re thinking of attending, please read the post at http://make.wordpress.org/updates/2014/06/12/wordcamp-san-francisco-travel-contributor-days/ and take the short survey linked at the end of it so I’ll know how many team members to plan for (don’t worry, this isn’t a commitment or anything, I just need to get some rough numbers for budgeting purposes). Thanks!

     
  • Jen Mylo 4:35 pm on February 7, 2014 Permalink | Log in to leave a Comment
    Tags: mailing list, wp-forums   

    WP-Forums 

    I saw Jan’s mention of the wp-forums list in the weekly update, and as I’m on the list I’ve paid attention to how it’s used, both as a call for a gut-check/backup, and as a bit of a place to vent. As one subscriber mentioned recently, the list is not just moderators, and anyone can join, and all of it’s archived. So what feels like it’s more private than this blog maybe isn’t really. Any time I see language there that’s a little more insulting or dismissive (generally about bozos/bad actors in the forums) than is really comfortable/appropriate for something being publicly archived I cringe a little bit.

    There are 331 subscribers to the wp-forums list, and there are 259 subscribers to this blog. Given that the mailing list is publicly archived, but in a way that makes it a pain to look things up and has no connection to this site, I wonder if it might be time to transition away from the list to something that actually gives you the privacy-among-moderators you desire when something more sensitive needs to be discussed and keeps the discussion in one main place?

    What we do over on the make/systems blog has kind of the same compromise. We post most things publicly, but when there’s something sensitive, we post it as Private so that only people with x role on the blog can see it. Maybe that would be a good alternative? Just wanted to throw it out there as an option.

     
    • mrmist 4:45 pm on February 7, 2014 Permalink | Log in to Reply

      There are arguments for and against both options. People should behave professionally in any case, and stick to the truth of matters.
      Also, it is possible to have invite only channels on IRC, though accounts there are not matched to WordPress accounts.

    • Ipstenu (Mika Epstein) 5:19 pm on February 7, 2014 Permalink | Log in to Reply

      How many of the members on wp-forums are active, non-moderator/pluginers/themers/devs ?

      The ONLY topic I can see as being an issue would be when we report a user as moderated/banned.

      The extra level to join and reply to a mailing list tends to prevent the casual visitor which makes it LESS likely to devolve into a snit-fight about someone being moderated for behaving poorly. Posting here is public in that you don’t have to register or really look hard for it.

      Mind you, I don’t like when people get jokey about banning people. It’s generally serious business, and I’d like to find a way to record and report those that did NOT engender revenge attacks… anyone?

      • Jan Dembowski 6:01 pm on February 7, 2014 Permalink | Log in to Reply

        I’d like to find a way to record and report those that did NOT engender revenge attacks… anyone?

        Except for a private section of a P2 install I don’t really see how to track that and still be accessible to those that may need to see it.

        There should be some way to report that here without making it public. Too often people focus on the one who says “could you stop doing that?” (I have no idea why some lose their minds about just one moderator) and keeping that report private let’s the problem be dealt with without making it personal.

        • Marius Jensen (Clorith) 6:41 am on February 10, 2014 Permalink | Log in to Reply

          Luckily we’re on that fancy WordPress thingie that’s all the rage these days :P

          Now that I have the humor out of my system; wouldn’t it be possible to set up a plugin for this purpose, sort of a watch-list plugin, I could see multiple of the make/* pages having their own use cases for something like that?

        • Jen Mylo 6:32 pm on February 12, 2014 Permalink | Log in to Reply

          Just had it come up where I needed to check on why someone was bozod, didn’t have an email with the username in it, didn’t know when it happened, and searching mailing list archives is a pain in the butt. Had all posts been in a private category or tag here, @ipstenu and I could have seen reason/date easily.

  • Jen Mylo 3:38 pm on January 19, 2014 Permalink | Log in to leave a Comment
    Tags: conferences, oscon, outreach   

    OSCON 2014 

    Cross-posting to multiple teams, so apologies if you’ve seen this on another Make site already.*

    There are a few days left to submit proposals to OSCON. It would be great to see the sessions there that are about WordPress actually being presented by people involved in the project, so I’d like to encourage/urge/beg some of you to submit a proposal based on your involvement in the project and/or the issues you’ve tackled on the team in the past year.

    Almost everyone there has heard of WordPress, and many OSCON attendees use it for personal sites, but the way it gets talked about by the people giving WP-centric presentations, you’d think we were still the little blogging tool that could from 2003. It would be awesome if this year we could change that impression of the software and the project.

    The submission deadline is January 30, and the event itself is in Portland, OR July 20-24, 2014. To apply to speak at OSCON, go to http://www.oscon.com/oscon2014/public/cfp/308

    *If you are active enough on Make that you’ve seen this post in a couple of places, that suggests to me that you are super-involved in the WordPress project and probably have some interesting stories/insights/experiences worth sharing at OSCON, so go apply! :)

     
  • Jen Mylo 7:22 pm on January 7, 2014 Permalink | Log in to leave a Comment
    Tags: bbPress,   

    Howdy support folks I was just talking to… 

    Howdy support folks! I was just talking to @coffee2code about .org profiles, and one of the things I’d like to see happen this year is for there to be one .org profile instead of 2 to reduce user confusion. To that end we’d need to be able to do all the current support profile stuff, and to *that* end, I think we’d need to be on up-to-date bbPress.

    We’ve talked about updating a number of times in the past since the plugin came out. The last time we had this conversation, the high-level agreement was that yes, running current software is good, but the current bbPress plugin has changed some of the workflow stuff that would be annoying for the support team to have to work around. Let’s kick this off!

    @ipstenu: you ran down the things that made you say no to bbPress upgrade last time, could you repeat them so we can identify the things we’d need to discuss and/or put in a plugin to make upgrading bbPress on the support forums feasible from the team’s perspective? Let’s not talk about infrastructure stuff here, that’s the /meta domain. Just want to identify any features/workflow changes that would be a problem if we upgraded, so we can spec out a plugin to address those things before we do anything else.

     
    • Ipstenu (Mika Epstein) 8:14 pm on January 7, 2014 Permalink | Log in to Reply

      I don’t know if these are still unable but… (oh good, of course I can’t find my list from yonks ago and I don’t use bbPress as much as I once did). What we need:

      • Be able to bozo people (that is make all their posts moderated)
      • Block people from posting (a ‘blocked’ role)
      • Dropdown selector of WP version

      At some point we would also want/need to go through the forums and determine WHAT sections we should recreate, since we’re not really going to want to port everything over (I think locking it as we did the old wpmu ones would be fine).

      Also we have our tools wishlist: http://make.wordpress.org/support/2013/01/what-forum-tools-would-make-support-better/ (I still want that Kill it With Fire button to ban a person and nuke all their posts, for those Ugg boot spammers)

      And then what I remember being sticking points with @otto42:

      • Integration with theme and plugin SVN for support
      • Integration with plugin SVN for reviews
  • Jen Mylo 2:28 am on April 25, 2013 Permalink | Log in to leave a Comment
    Tags:   

    Gnome Outreach Program for Women 

    Hi support team. I would like to include Support in our Gnome participation this summer if there are any applicants interested in working in the forums etc over the summer. @ipstenu and/or other experienced team members: Head over to http://codex.wordpress.org/Gnome_Summer_Program_for_Women#Support and fill in project ideas (optional, I made a default idea that basically covers answering questions and beefing up support docs) and info on whoever from this team is willing/able to mentor an intern (ideally we put more than one mentor with each student so the time commitment isn’t too heavy). No idea yet how many student slots we’ll get.

     
  • Jen Mylo 4:06 pm on January 25, 2013 Permalink | Log in to leave a Comment
    Tags: 20 questions, contributor drive   

    People seemed to like the idea when I pitched it. Can we pick a weekend to do it? Having at least 2 weeks notice would be good so people can clear time in schedules, read up on docs if they want, etc. Maybe weekend of February 15?

     
    • masonjames 4:10 pm on January 25, 2013 Permalink | Log in to Reply

      Works for me!

      Will be a happy Valentine’s weekend to WordPress users everywhere :)

    • Kathy Drewien 4:13 pm on January 25, 2013 Permalink | Log in to Reply

      Gotcha on the calendar…

    • Pippin (mordauk) 4:18 pm on January 25, 2013 Permalink | Log in to Reply

      Probably not open that weekend with it being my wife’s birthday and valentine’s day :D

    • Carrie 4:19 pm on January 25, 2013 Permalink | Log in to Reply

      I’m down for that weekend. :)

    • Brandon Kraft 4:24 pm on January 25, 2013 Permalink | Log in to Reply

      +1

    • Christine Rondeau 5:09 pm on January 25, 2013 Permalink | Log in to Reply

      I have family from Scotland over that weekend. Wont’ be able to make it. :(

    • Jerry Bates (JerrySarcastic) 5:47 pm on January 25, 2013 Permalink | Log in to Reply

      Sounds like fun Jen; count me in!

    • Dan Bernardic 6:08 pm on January 25, 2013 Permalink | Log in to Reply

      Why not every weekend? Why only weekend anyway?

      All you really need is a way to allow helpers to indicate they just helped someone – A message containing only “yw” or “You’re welcome” is a good candidate.

      Then you parse the logs periodically for those, and as people reach a number of those, you do a check on each of their “yw”s manually, and confirm they actually did help someone – and give them the “prize”.

      • Jen Mylo 11:08 pm on January 25, 2013 Permalink | Log in to Reply

        A “drive” is a special event that happens infrequently, and gets a big publicity push. That’s what I’m talking about. There’s no reason there couldn’t be a “weekend project” based on this that is active every weekend, but you would need to always have enough people staffing it. The minute someone tries to participate and there’s no one to review work and mentor, that’s the minute the program has failed.

        As for having an ongoing “yw” system, that is kind of the opposite of the guided mentorship for new contributors that I’m talking about. What you’re talking about is more just stats gathering, which we already gather without having people enter “yw” on responses.

        • Dan Bernardic 12:51 am on January 26, 2013 Permalink | Log in to Reply

          I’m talking about IRC specifically.

          Anyway, OK, I understand you want to have a different focus, and don’t think my idea is awesome. Thanks for considering it anyway.

          • Jen Mylo 6:25 am on January 26, 2013 Permalink | Log in to Reply

            I didn’t say your suggestion “isn’t awesome,” it’s just not in line with the project/goals we’re talking about in this thread, as I stated before.

            Ongoing support contribution isn’t a numbers game, so tying a prize system to regular contribution would incentivize people to answer more easy questions and skip over the harder ones that take more time so they could get more “yw”s on the board. We do look at the numbers of responses already, as mentioned, and the team reps and current moderators just plain notice when people start stepping more. The prize there is more responsibility and moderator status.

    • Ipstenu (Mika Epstein) 6:16 pm on January 25, 2013 Permalink | Log in to Reply

      The 15th-18th is tentatively good for me, ditto the next weekend. One or the other. I need to go see my Mom more often ;)

      Whatever we do – DO NOT pick March 10th, it’s US DST and you will mess everyone up ;)

    • Aaron Nimocks 6:26 pm on January 25, 2013 Permalink | Log in to Reply

      I vote every weekend after the initial one. But I will be in Japan that week and flying back to US at the start of the weekend so I will miss a good day’s worth if we start on 15th.

    • esmi 7:24 pm on January 25, 2013 Permalink | Log in to Reply

      I could manage the weekend of 15th. The following weekend might be iffy as that’s around my birthday/

    • EnigmaWeb 10:22 am on January 26, 2013 Permalink | Log in to Reply

      15th works for me
      +1

    • Jen Mylo 1:53 pm on January 27, 2013 Permalink | Log in to Reply

      Sounds like the wekend of the 15th is the best after all. Can we make planning for this the subject of the next irc chat?

    • Aaron Nimocks 10:32 pm on January 27, 2013 Permalink | Log in to Reply

      As I helped people this weekend I was trying to take note of how many confirmed “helps” I racked up and this is going to be a challenge to track and get 20. I kind of feel those ones that are going to go through and verify count the “helps” are going to spend more time doing that than anything.

      Not quite sure how it is all going to play out yet and I don’t really have any solid ideas on how to do the tracking but the only reasonable idea I can think of is when a “helper” thinks they are worthy of receiving a “help” point they tag the thread with their name or a special keyword that everyone will use. Then when reviewed the tag gets removed.

      But if something like that isn’t in place then the work for the mentors is going to be a bunch. Just an idea.

      • Jen Mylo 11:10 pm on January 27, 2013 Permalink | Log in to Reply

        Since we’ve done contest things with contributors before (like GCI) there’s a pretty simple way to handle this. Each contestant makes a list of their thread URLs and that’s what gets submitted at the end for review/tally. During the weekend, the mentors are all about helping people get the right answers. Then we take a day to tally results. Mentors can be keeping a list of thread IDs as well as they are helping, and then can check them off as yes/no easily when doing the final tally. Process for grading is not going to be the burden here, it will be making sure we have people around to help with questions 24/7 for the contest time period, getting the word out, and having documentation in place that helps people get started.

    • Brandon Kraft 11:24 pm on January 28, 2013 Permalink | Log in to Reply

      Not directly related, but the post got me thinking about this. Overall, there’s no way for a volunteer to “ask for backup” when they’ve started answering a thread and either they’re not sure or it ends up being outside their comfort zone.

      For the weekend, the mentor would be the new volunteer’s fallback, but outside of that weekend, should there be a way to do that? Either a tag, or an established practice of pinging someone in IRC, or something?

      I e-mailed the listserv and seems there’s no practice short of saying I don’t know and hoping someone else checks on the thread.

      • Jen Mylo 10:15 am on January 29, 2013 Permalink | Log in to Reply

        Yes, setting up a contributor buddies/mentors program is on our list over in the /community group. Once the welcome wagon IRC channel staffing is done (hopefully this week) I think that’s one of the next projects.

        Realistically, yes, the right answer is that if you have started helping someone and then you hit a dead end, it’s time to tag someone else in. The problem with using actual tags for this is that people figure out the system quickly and suddenly everyone is tagging their posts with the special team-assist tag in the hope of getting more immediate senior attention. Leaving a comment that says, “I don’t know the answer and have run out of ideas for what to try next,” is the best thing. Pinging the list to ask for an assist or hopping into #wordpress to see if anyone there can help is an option, too.

    • Aaron Nimocks 11:54 pm on January 31, 2013 Permalink | Log in to Reply

      I know you all were anxiously awaiting to see if I will be around that weekend and I am please to inform you that I will be. My trip to Japan got cancelled, so game on. :)

    • masonjames 2:42 am on February 14, 2013 Permalink | Log in to Reply

      So, this is coming up? Discuss on IRC tomorrow? :)

    • Aditya 2:52 am on February 19, 2013 Permalink | Log in to Reply

      Am I late?
      If you have a space I would like to contribute, count me in too.

  • Jen Mylo 9:59 pm on January 16, 2013 Permalink | Log in to leave a Comment
    Tags: contributors, , training   

    Training Group, Team Reps, and Growing the Team 

    Hi Support Team! A bunch of things today….

    Welcome Training to Support

    At the community summit, we went a little bit team-creating-crazy. As such, we splintered people into groups (like docs out of support) rather than splintering into projects within larger teams. For Support, this meant that electing team reps was especially hard, since the people getting votes were repping other teams.

    One of these new teams, Training, started with excitement but then petered out with no activity for a couple of months. The solution to these two issues seemed pretty clear: merge Training back into Support, and have Christine Rondeau serve as the 2nd team rep. @ipstenu was in favor, so there we go. Welcome Christine back to the fold!

    Christine will be working closely with the Community Outreach group, and we’re starting to plan our first training project already. It’l be focused on Troubleshooting WordPress, aimed at leveling up people to the point that they can do more with WP professionally, and could be more confident contributing to forums. She’ll undoubtedly be asking you all for ideas and help. Note: in line with the diversity initiatives, we’re going to do this first workshop for women, a la railsbridge. It’ll also get posted online for all and sundry.

    Contributor Drive

    I’ve been scouring every open source project’s community sites to see how they approach things, and one had a great concept that I want us to steal modify, use, and redistribute. :) The idea was this:

    Weekend Project: Become a Contributor

    We’ve done things like this at WordCamps (usually on dev day, and mostly focused on contributing to core), but what I was thinking of for support was something not too intensive: 20 Questions.

    20 Questions Proposal:

    • Publicize the weekend project to become an official wp forums contributor, called 20 Questions.
    • People can sign up to be part of the weekend contributor drive. Current volunteers (approved as knowing their stuff) will be the mentors.
    • Their goal is to answer 20 questions successfully (mentor says yes, good answer) during the weekend before the cutoff time.
    • Keep at least 1 support person in IRC channel for team at all times during the weekend (make schedule in advance).
    • At cutoff, tally the results! People who got at least 20 right are officially congratulated and welcomed as support contributors. We can make a graphic they can put in their sidebars or something maybe. People who didn’t make it are thanked for their efforts, and pointed to resources to help them level up. The person with the most questions answered gets a prize. The person who answered the hardest question gets a prize (so they aren’t incentivized to just do easy ones). We can do wp swag and/or WC tix for prizes.

    What do you guys think? I think it would be super fun.

     
    • Tom Willmot 10:05 pm on January 16, 2013 Permalink | Log in to Reply

      A contributor drive sounds like a great idea. + 1 from me.

    • Carrie Dils 10:05 pm on January 16, 2013 Permalink | Log in to Reply

      Hi Jane, I love the idea. I think the 20 questions would give someone like me the opportunity to know for sure whether my knowledge level is up to par (and the confidence to jump into forums). I also like offering resources to give people pointed feedback for increasing knowledge. +1

    • masonjames 10:08 pm on January 16, 2013 Permalink | Log in to Reply

      Love this idea. It gives a very specific time to for engagement and criteria for success. Count me in. I’ll do what I can to bring some peeps with me as well and would be happy to be on IRC.

    • nofearinc 10:20 pm on January 16, 2013 Permalink | Log in to Reply

      I feel pity about the Training group, but seems like the majority of training academies and speakers are working solo. Anyway, that contributor drive is great and I look forward to it!

      • Jen Mylo 10:25 pm on January 16, 2013 Permalink | Log in to Reply

        There’s no reason to feel pity…. the people and the projects are still alive, but now in a more supportive group environment that will encourage participation.

      • Ipstenu (Mika Epstein) 4:13 pm on January 17, 2013 Permalink | Log in to Reply

        To add on to what Jen said, training is the other half of support. It helps us get better at giving support, and helps the people who get support get better at what they do. It’s a logical grouping :)

    • Emil Uzelac 11:35 pm on January 16, 2013 Permalink | Log in to Reply

      +1 Jen!

    • Kathy Drewien 6:17 am on January 17, 2013 Permalink | Log in to Reply

      I want to play. My intentions of getting more involved in training and support never seem to materialize into action. Perhaps a public declaration will propel me forward.

    • Aaron Nimocks 2:56 am on January 19, 2013 Permalink | Log in to Reply

      Is the contributer drive a go for the weekend? I’m sure I’ll answer at last 20 either way but it is a cool idea. Gives me a goal.

      • Jane Wells 3:26 am on January 19, 2013 Permalink | Log in to Reply

        Not for this weekend; we would need to officially set up available mentors, publicize the drive etc. I would think we’d want 2 weeks advance notice.

    • Tom Auger 7:14 pm on January 25, 2013 Permalink | Log in to Reply

      Are we talking about the Smarterer WordPress quiz (ie: http://build.codepoet.com/quiz/)?

    • Kathryn Presner 2:26 pm on January 26, 2013 Permalink | Log in to Reply

      Just wanted to say how much I love both the Contributor Drive and Troubleshooting WordPress for Women ideas. I’ll be away the weekend of Feb. 15 but will be glad to publicize the drive in the Montreal & Ottawa WP community groups, no matter when it ends up happening.

    • abletec 3:51 am on February 17, 2013 Permalink | Log in to Reply

      Hello:

      I\’d like to get involved. I realize I\’m not a known quantity. I don\’t know if I\’m even close to being knowledgeable enough. I really like security & troubleshooting aspects of wordpress. I host WP sites, help folks set them up, troubleshoot various aspects, etc. I\’m also sight-impaired so interested in accessibility as well. I\’m also a lady, so working w/other ladies would be really cool!

      So am I even welcome, &, if so, where should I start?

      Thanks for any replies.

  • Jen Mylo 11:59 am on December 28, 2012 Permalink | Log in to leave a Comment
    Tags: Stats   

    Support Stats 

    When I go to conferences like Open Source Bridge and see the other project community managers trotting out their activity stats, a little part of me always dies, because we ain’t got none. Not this year! Yes, I know our systems aren’t set up well for automated stats. Pretend that’s not the case. For the next two minutes, pretend we live in a world where anything is possible, and suggest any and all stats you think it would good or interesting for us to start tracking. Don’t worry, Otto will bring us back to earth soon enough.

    P.S. This team more than any other will likely need some infrastructure changes if we want to start measuring progress/success. Feel free to add what you think is needed in your comment, but that’ll be my next round: “Hey, what infrastructure changes would make the forum experience better for users and moderators,” since the forums is the first point of entry for a lot of people, so improvements here can have a big impact on all the projects around contributor growth.

     
    • Jane Wells 12:05 pm on December 28, 2012 Permalink | Log in to Reply

      Some of my ideas:

      • Number of questions asked (threads opened)
      • Number of questions that have been asked before
      • Number of responses per thread
      • Time from open until resolved
      • Number of comments per ticket
      • Number of people commenting per ticket
      • Number of tickets with activity per person (general and for official moderators)
      • How often a reply links to a codex page (or handbook, when those exist)
      • How long between ticket opened and first response
      • Percentage of responses from general users vs moderators

      Infrastructure ideas that might make tracking easier:

      • Having a “This solved my problem” button.
      • Having a “This suggestion is correct” button that moderators could use to endorse help given by random people
    • toscho 12:38 pm on December 28, 2012 Permalink | Log in to Reply

      If you need these numbers from external sources too, I can provide some (but not all) for WordPress Stack Exchange. For example: we had ~13000 unclosed question in 2012 and an answer rate of 88% (answers with at least one upvote).

    • Drew Jaynes (DrewAPicture) 3:33 pm on December 28, 2012 Permalink | Log in to Reply

      I really like @jane‘s “How often a reply links to the Codex” as well as the “This suggestion is correct” button suggestions

      • Number of users active in the last X days
      • Average number of threads started by users
      • Average number of answers per user
      • Number of unanswered threads
      • Total number of threads
      • Total number of resolved threads
      • Total number of closed threads
    • Ipstenu (Mika Epstein) 3:47 pm on December 28, 2012 Permalink | Log in to Reply

      • Number of posts marked resolved per week
      • Number of deleted posts
      • Number of users flagged as spam

      (Drew – Number of unanswered threads is 242,580ish right now. Probably +20.)

    • Andrea Rennick 12:39 pm on January 8, 2013 Permalink | Log in to Reply

      Most prolific posters.
      Activity on non-english forums as well as top posters / mods there.

  • Jen Mylo 5:14 pm on December 24, 2012 Permalink | Log in to leave a Comment
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    Team Rep Voting Results 

    Hola! Here are the results of the voting for this team.

    11 people voted. The breakdown:

    Please describe your role with the support team

    • 5 – I am an active forum moderator, and have been active on the forums within the past 3 months
    • 4 – I’m an active participant and would like to level up to moderator status
    • 1 – I don’t plan to get involved
    • 1 – I have not been involved yet, but I plan to start
    • 0 – I’m a moderator who wasn’t active in the last 3 months, but I have been in the past

    Describe your forums activity.

    • 8 – I troubleshoot more difficult issues
    • 8 – I troubleshoot basic issues
    • 7 – I check for spam and inappropriate content
    • 6 – I help other people learn how to contribute in the forums
    • 4 – Other Option
    • 4 – I post questions in the forum
    • 2 – I don’t contribute to the forums
    • 0 – I comment on other people’s questions/answers but don’t troubleshoot
    • The four “other” responses were 4 docs and 1 IRC

    Mika won the 1st slot in a unanimous vote.

    The 2nd slot is not so clear. 9 of the 11 voters entered a name for the 2nd slot.
    Both Siobhan and Jan got more than one vote. Since we just broke out docs into a separate group, Siobhan will be the rep for that team. Jan hadn’t said he was interested and voted for someone else. :) Other names put forth only got one vote each (and a couple of those are reps on other teams now, too). I’ve pinged Jan to see if he wants to take the 2nd rep role, but probably won’t know until after the holidays. If Jan chooses not to take the role, I think it makes the most sense to have Mika choose from the other names that were proposed (if they are interested).

    Eventually I think we should rethink the “team” vs “project” designation, as we have already spread ourselves into so many teams (and so many people work on multiple teams’ projects) that appointing team reps is hard, which wasn’t the intention of creating teams/team sites. When we get to June and it’s time to vote again, we should consider consolidating some teams. I think the main reason separating them out seemed better now is because P2 makes it that way. If we had a modified theme that made it visually easier to have site sections for various projects (vs the plain text pages/cat list in the sidebar widget), we could bring more of the groups together.

    Anyway, Mika is re-upped! 2nd slot TBD.

     
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