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  • Jan Dembowski 7:45 pm on March 27, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for March 27th 

    Items discussed on today’s #wordpress-sfd support meetup.

    More WordPress 3.9 beta testing

    Until 3.9 is released this will be a recurring item. The 3.9 blockers were mentioned and with TinyMCE being upgraded there may be a rash of TinyMCE plugin issues right after the release. @ipstenu brought up a trac ticket and there was some discussion about the alpha/beta forum.

    HTTPS issues for forum moderators

    If you’re a moderator and you use the https URL then the administration short-cuts such as deleting a spam post work fine.

    But if you flip between http and https then you may have problems. @keesiemeijer has a pair of scripts that not only address that but make it very easy for moderators to navigate the forums.

    If you are a moderator then consider installing these. It’s made my forum workflow so much easier.

    http://keesiemeijer.github.io/WordPress-moderator-tools/topic-redirect

    http://keesiemeijer.github.io/WordPress-moderator-tools/

    Many thanks to @keesiemeijer for sharing that. You can also use HTTPS Everywhere too and once the forums enforce SSL for everything then this problem will go away.

    Help first, moderate second

    There was some discussion about moderating in the forums. The goal in the WordPress support forums is to help users and not be a stickler for the rules. As a result of that conversation a post for discussion was put up in make/support.

    Please give that post a read and chime in. It’s not really to make more rules as much as it is for Dos and Don’ts.

    Blue Welcome Box

    This weekend I’ll give some thought to the verbiage for a Blue Welcome Box on the make/support forums. See the make/docs site for a very good example. I think it could be useful for new visitors, I like the idea of consistent branding and want to welcome more people to participate.

    There’s also a real likelyhood of my copying the make/docs welcome box almost word for word… I’ll try to mix it up.

    Next week’s #wordpress-sfd meeting will be at the regular time

    DST will kick in and the meetup will be 1600 UTC or 12 noon EST and 9 AM US Pacific time.

    Edit: Correction, The next meeting is noon EDT (Eastern Daylight Time).

    You can see the transcript of today’s meetup via this link.

     
    • Adrian Houle 10:39 pm on March 31, 2014 Permalink | Log in to Reply

      It seems like replying to post here is the only way to make suggestions regarding support. I have recently been helping out a lot in the CSS section, and have noticed that I end up only answering the most recent questions, and there are tons of older questions that are really whell worded and deserve support. I was thinking it would be great if we could flag the poorly written questions to be removed and the person who posted the question would be automaticly asked to write the question using some guidelines we provide. That way when somone comes on to help out, they see more good questions that deserve good answers and don’t have to sort through all the 1 liner questions. I know thats a lot too add, but its just a suggestion for the future maybe.

      • Adrian Houle 10:40 pm on March 31, 2014 Permalink | Log in to Reply

        Also we really need some way to deal with all the people being told to edit the php files of a theme, as well as all the people asking how to do so.

      • Ipstenu (Mika Epstein) 12:28 am on April 1, 2014 Permalink | Log in to Reply

        You should join the WP-forums email list.

        http://lists.automattic.com/mailman/listinfo/wp-forums/

        We don’t delete poorly worded questions, though. We just try to help people ask better ones. You don’t have to answer the poor ones, also. Answer what you feel comfortable doing.

      • Jan Dembowski 2:29 am on April 1, 2014 Permalink | Log in to Reply

        I was thinking it would be great if we could flag the poorly written questions to be removed and the person who posted the question would be automaticly asked to write the question using some guidelines we provide.

        If someone has a badly written question or one you just don’t understand what the original poster meant then you can always reply asking for clarification.

        Even the one liner questions can result in some good useful dialog.

      • Jan Dembowski 2:39 am on April 1, 2014 Permalink | Log in to Reply

        It seems like replying to post here is the only way to make suggestions regarding support.

        Also if you are interested in the #wordpress-sfd IRC meetup that’s a good way to join a live conversation.

        I just posted the (sparse!) agenda, feel free to chime in on that post too for items to discuss.

      • thejoshuaglenn 2:16 pm on April 4, 2014 Permalink | Log in to Reply

        I’ll pop in and start perusing some of the older CSS ones. I’m a bit new to the forums, so I hope I don’t give any ill advice, but I’m eager to learn and become more involved with support. =)

  • Jan Dembowski 6:47 pm on March 20, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for March 20th 

    This has been a quick week for support and the agenda was light today. Items discussed were as follows.

    Daylight saving time confusion

    Today’s meeting was at 1700 UTC which today meant 1 PM EST and 10 AM US Pacific. The meeting time isn’t changing and after March 30th it will be back to it’s regular time in the US.

    But next week (March 27th) the meetup will be again at 1 PM EST and 10 AM US Pacific. DST is a pain.

    More WordPress Beta testing

    WordPress 3.9 Beta 2 is out today. Please continue to test and report issues. If you see an Alpha/Beta sub-forum topic that has a ticket already then please post that ticket URL and resolve the topic.

    Issue with moderators deleting some posts in the forums

    @Ipstenu brought up this issue in the forums. Sometimes deleting individual posts in the forums (spam for example) doesn’t work and the moderator has to go to the bbPress backend and delete it that way. I confirmed that I see the same thing.

    There was some discussion that it may be related to the recent all SSL switch but that’s just speculation.

    The ticket URL raised on this issue is https://meta.trac.wordpress.org/ticket/375

    Plugin screenshots being downloaded instead of displayed

    @Clorith brought up that sometimes when you visit a plugin page clicking the screenshots will download the image rather than display it in the browser. @PeterBooker was able to use one of his plugins as an example.

    It was believed that this is triggered by images being JPEG or PNG or not being in the /assets/ directory. But that plugin page has the bug for all screenshots regardless of image format. All of the images are located in the /assets/ directory too.

    A ticket will have to be raised and not all plugin screenshot pages are experiencing this issue.

    The transcript of today’s meetup can be viewed at this link.

     
    • Samuel Wood (Otto) 6:57 pm on March 20, 2014 Permalink | Log in to Reply

      sometimes when you visit a plugin page clicking the screenshots will download the image rather than display it in the browser

      This is an SVN issue, and it is totally fixable by the plugin author themselves.

      The plugin author needs to correctly set the MIME Type of their screenshot images in the SVN repository.

      On Windows, using TortoiseSVN, you can right click the screenshot file, and select the TortoiseSVN->Properties menu. There you will find the svn:mime-type property, probably incorrectly set to “application/octet-stream”. Change that to the proper mime type of “image/png” or “image/jpg” accordingly. Afterwards, commit the change.

      If you prefer command line SVN:

      svn propset svn:mime-type image/png screenshot-1.png
      svn commit

      Or similar. If somebody uses a different SVN client, look for “properties” and then the svn:mime-type property.

      If you have multiple screenshots, correct all their mime-type’s and then commit the change all at once.

      After you make this update to your plugin, it will take a short amount of time for the system to update due to the static cache.

      Please feel free to distribute this information to plugin authors as you see fit.

    • Rob Marlbrough 9:46 pm on April 4, 2014 Permalink | Log in to Reply

      Yeah mine download as well. I don’t see anything in Cornerstone to set image mime types. I’d wonder why it isn’t set properly by default for images.

  • Jan Dembowski 9:17 pm on March 13, 2014 Permalink | Log in to leave a Comment  

    Support Team Update for March 13th 

    With the daylight savings spring forward I was 1 hour early for the meetup. It was deja vu all for me when the meetup started at 1 PM EST…

    Today’s items discussed:

    Test WordPress 3.9 beta 1

    With the beta being released please install, test and report any issues that are found. If it’s plugin or theme related then create a topic in that sub-forum to let the author know. Topics in the alpha/beta sub-forum should be closed once a trac ticket has been submitted.

    The beta tester plugin makes switching easy http://wordpress.org/plugins/wordpress-beta-tester/ (it’s beta, not on production sites since things may break) and any feedback is appreciated.

    Identifying active contributors in support

    @jenmylo will be reaching out to team reps about identifying people to get badges on the new profiles that are being worked on. At some point that may be automatic but in the beginning the badges will be manual for this purpose.

    Give this some thought re names. I have some idea about forum regulars but IRC needs to be included and at some point names will be discussed.

    Blue Welcome Box for make/support

    Last week @kpdesign brought up the idea with me about creating a blue welcome box for make/support like the one that the other make blogs have. It’s a good idea and @Ipstenu earlier this week said she was thinking about the verbiage.

    The current stickey is on point but the welcome box should invite people to participate but not seek support here. Also it would go along with the whole look/feel/branding of the other make blogs.

    YouTube and the parenthesis

    More of an FYI: it was discussed that YouTube’s embed code is adding a close parenthesis at the end. It’s 100% on YouTube’s end and is not a WordPress issue.

    The parenthesis can be removed from being displayed via a filter (it’s still there in the oEmbed data) easily enough but I had some question about if the bad oEmbed results will be cached or not.

    Dealing with misinformation in IRC and the forums

    This happens in the forums a lot. Sometimes people insist that handing out bad (really, really bad) advice is valid. See some theme discussions about making changes as an example. In IRC it’s not child themes, it’s often “why are you even suggesting that function or a filter or… when we’re talking about a header image?”

    How to deal with that without a confrontation? jackreichert suggested sandwiched feedback for that situation and provided a link to an example. The idea is to wrap the criticism (negatives) of what they’re doing with positives. Don’t just focus on what the person is doing wrong also talk about what they’re getting right.

    It’s not a bad idea and it was an interesting conversation. In the forums most members, when asked not to suggest something like editing a theme directly or (much worse!) editing core will change their tune. But occasionally a member will get caught up and argue the point.

    The transcript of todays meetup can be found at this link.

     
    • Jan Dembowski 7:32 pm on March 14, 2014 Permalink | Log in to Reply

      Correction re the alpha/beta forum: Topics in the alpha/beta sub-forum should be marked resolved once a trac ticket has been submitted.

      Don’t close those topics, just mark them as resolved.

  • 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.

  • Jan Dembowski 12:51 pm on February 1, 2014 Permalink | Log in to leave a Comment  

    Time to choose the next team rep

    Last week @jenmylo posted that it’s a little overdue to re-up/choose/elect the team rep. I’d like to volunteer to be re-upped but I also want to go over the list of  requirements/responsibilities. Back in August @ipstenu posted about the support team rep list as follows.

    1. Posting weekly update – NOTE: Support and Docs will SHARE a post on Fridays. Each rep will be responsible for their half, but are expected to keep up to date with the other group.
    2. Representing the team in interactions with other teams
    3. Putting together the agenda for weekly meetings
    4. Moderating IRC weekly meetings
    5. Posting on support the outcomes of meetings as needed.

    Except for when I was late posting updates I think the only part I’ve really done is items 1 and partly 3 and 4. Item 1 wasn’t ever a shared post either.

    I’m not trying to be critical of myself and I think it’s good to have that role for the community but the list may need adjusting.

    If anyone would like to apply or nominate someone else for the role please put your or their name in the comments below. As I am volunteering to be re-upped I think I can skip putting my name in the comments. ;)

    Suggested minor change

    The #wordpress-sfd support is on Thursdays and I’d like to suggest the following.

    On Monday or Tuesday (flexible and informal) the support team rep will post in make/support an open question of “Who has a topic or item for the Thursday IRC meetup?” and anyone can reply or chime in. I got the idea from Amy Hendrix in make/community when she’d made a similar post.

    Not everyone can join the IRC meetup but if some of that talk can be moved to make/support then that would be good. I’m hoping that will get more participation and possibly off load some of the IRC talk to here. The IRC #wordpress-sfd meetup will continue and will be always be a good place for live interaction but everyone can reply here on their own schedule.

    If the conversation can be started here and brought into IRC then the items should become more of a team agenda.

     
    • Jen Mylo 4:09 pm on February 1, 2014 Permalink | Log in to Reply

      I’d add one thing to the job description — bringing news from the other teams back to the support team/posting to this blog. One of the reason we began the team reps role was so that there would be someone who actually reads all these updates and can pick out things of importance or interest to the team and report back (for example, so you guys know when a release is coming or changing, etc).

      • Jan Dembowski 8:05 pm on February 1, 2014 Permalink | Log in to Reply

        That sounds like a reasonable thing and goes with communicating with the other teams. I’ve always been hesitant myself to post here, dunno why.

    • Christine 7:07 pm on February 1, 2014 Permalink | Log in to Reply

      Happy to see you are volunteering to remain in the role. You’ve been doing a fabulous job. :)

    • Siobhan Bamber (siobhyb) 1:06 am on February 2, 2014 Permalink | Log in to Reply

      +1 on having you stay as the team rep. :)

    • Ipstenu (Mika Epstein) 2:27 am on February 2, 2014 Permalink | Log in to Reply

      I’m fine with Jan staying on :) I think he’s getting the hang of it :) Happy to stay as his backup, it’s much easier for me to balance everything that way.

      @jenmylo – #2 was meant to cover that, so maybe it should be ‘Act as an intermediary between all make groups, bringing information to and from as needed.’

      @jdembowski – Stop being hesitant to post here! Or on the email list ;) The whole reason we do this is for open communication and to sucker people into helping– wait … no that wasn’t right. But really, it’s okay. We have this great place, let’s use it!

      *goes back to playing kumbayah*

    • @mercime 7:53 am on February 3, 2014 Permalink | Log in to Reply

      @jdembowski +1 thank you for volunteering to stay on as team rep

    • keesiemeijer 8:28 pm on February 3, 2014 Permalink | Log in to Reply

      +1 again for Jan.

    • esmi 7:46 pm on February 5, 2014 Permalink | Log in to Reply

      +1 from me too.

  • Siobhan Bamber (siobhyb) 9:15 am on October 4, 2013 Permalink | Log in to leave a Comment  

    Thank you! 

    My internship period is now over and I just wanted to take this chance to say a big thank you to everyone who supported me throughout. Special thanks go to my mentors @hanni and @ipstenu for their help and guidance, and to @jenmylo for organising WordPress’ involvement with GNOME’s OPW.

    I was looking forward to meeting a few more of you in person at WordCamp Europe, however, unfortunately, due to personal circumstances, I will no longer be attending this weekend.

    Getting more involved in the WordPress community has been wonderful, and I hope to continue contributing back to the community far beyond this internship. If you are, or if you know of a, woman interested in becoming more involved in open-source communities, please do consider the GNOME Outreach Program for Women: http://gnome.org/opw/. They are now accepting applicants for their next round, starting December 10th. Feel free to contact me if you want any more information on the application process.

    Thank you again.

     
    • Kim Parsell 11:16 am on October 4, 2013 Permalink | Log in to Reply

      You are most welcome. :) I’m glad you are planning to stay involved. And :( to not being able to go to WordCamp Europe this weekend. Maybe you can make WordCamp London in November?

  • Siobhan Bamber (siobhyb) 7:49 pm on September 2, 2013 Permalink | Log in to leave a Comment  

    Back from Backpacking, and Start of Week 12 

    Hey everyone. So I’ve been backpacking around Europe for the past two weeks! Thank you to my mentors, @ipstenu and @hanni, for allowing me to take this time out of my internship. I really had the best experience. The plan for this week is to catch up and get back on track with everything. I’ll be back on the forums as well as trying to see where I can contribute towards 3.7 and 3.8. As always, any tips, advice, or suggestions are welcome. :)

     
  • Ipstenu (Mika Epstein) 5:45 pm on August 22, 2013 Permalink | Log in to leave a Comment
    Tags: , , recap   

    Meetup Roundup 

    Brought to the discussion … a lot of things!

    IRC

    Representation
    Representation is a weird issue. Being a rep does not mean you’re the most active person in all aspects of Support. It means you’re taking notes in meetings (hi), keeping track of other groups, reporting back here with things we need to know, and reporting out there what they need to know. That said, IRC is a lost child.

    Unlike the forums, we can’t (easily) add people as OP (Operators, it’s equivalent to forum admins) in IRC as @photomatt holds the keys, and having him add random people would be bad. But we do need a way to appoint people to help bring issues in IRC that the rep needs to know about back to the masses. As a mid-way point, the current proposal is as follows!

    Regular contributors who are active and helpful in #wordpress will be recognized as ‘Moderators’ or ‘IRC Rockstars’ and expected to :

    1) try and attend #wordpress-sfd meetups and report on the goings on
    2) follow this blog (and make/docs)
    3) post to make/support as needed for issues (such as hacks, wp bugs, issues with other irc groups as they come up to ‘pass information up the chain’)

    The proposed Rockstars are: @zogot @clorith @pixolin @tw2113 @kenshino @john-c and @angela

    If you were nominated, please leave a comment saying if you accept or not so I can add you here as an editor :) I need the reply so I can get your email and add you here. It’s totally okay to say ‘no thanks’ and saying yes does NOT mean you get OP access to #wordpress, just that you get a fancy invisible title :) You will not be expected to do weekly reports to make/updates, just be active and report upstream.

    It’s important to note: The is exactly the same responsibilities that support forum admins and mods are expected to have. Not being listed doesn’t mean you’re not awesome. Remember, there are some expectations with the ‘job’. If you’re interested and think you’d do a good job and can fulfill those expectations, leave a comment :)

    Based on how this works out, I’ll try and buttonhole @photomatt about how to handle OPs, since IRC doesn’t have ‘mods’ or titles, which really would work well too. (Part of why we need some more OPs is to handle stuff like bot attacks, flooding, etc).

    Doc Bot

    When it needs updates or changes and stuff, it’s hard to track. Per @pixolin‘s suggestions, and considering workflows, we’ve made : http://make.wordpress.org/support/irc-doc-bot/

    You can follow that page via IRC, and @sivel can mark off things as done. The P2 powers means starting a line with ‘o’ makes it a checkbox.

    IRC Support Docs

    Going forward, the Support Handbook will get more pages added to it specifically about IRC and how to handle things and so on. I’ll start reaching out to folks about that, but volunteers welcome! I’m not super IRC skilled, so I will need help!

    The IRC Rockstars will be listed on those pages, for ‘official’ reckoning.

    Next Support Rep

    Everyone seems okay with @JDembowski (who didn’t say ‘no’ ;) ) so we’ll be doing that. I will still be around as a Forum Rockstar and still in IRC, so this isn’t like I’m LEAVING, it’s just stepping back from one responsibility: reporting. I’ll be Jan’s backup/sidekick/mentor after all :)

    Behavior

    Remember you represent WordPress when you step up to answer anyone’s question. Don’t be mean, don’t accuse people, and remember you don’t have to answer every question. If someone’s behaving badly in the forums, use the ‘modlook’ tag and walk away. If you need help, use the wp-forums email list and just ask someone to take a look. (IRC folks, you can use this too!)

    Conjoined Twins: Docs and Support

    Initially, @siobhan and I were all gung-ho about merging teams. We were wrong. Right now we’re working on a proposal that will be posted either here or on make/updates about how the teams will work. But we’re going to keep our separate reps and p2s. Do expect that there will remain a lot of crossover between the teams. We’re like virtual co-teams.

    Chat times will not be changing at this point, so Support and Docs will remain Thursdays at 1600 UTC. If it remains this busy (and really this week was BUSY), we may split times when @JDembowski takes over based on his availability.

    Whew. Can I nap now?

     
    • Kenshino 5:50 pm on August 22, 2013 Permalink | Log in to Reply

      I accept

    • Leon Rowland 5:52 pm on August 22, 2013 Permalink | Log in to Reply

      +Signed

    • Michael Beckwith 5:58 pm on August 22, 2013 Permalink | Log in to Reply

      Accepted

    • Clorith 5:59 pm on August 22, 2013 Permalink | Log in to Reply

      I too, accept.

    • pixolin 6:23 pm on August 22, 2013 Permalink | Log in to Reply

      Thank you very much, Mika, for handling this topic.
      I will be glad to assist.

    • Jen Mylo 7:16 pm on August 22, 2013 Permalink | Log in to Reply

      Both Nacin and I deal with getting people ops privileges on official channels when needed (usually by asking our awesome contributor @sivel to make it so).

      @ipstenu: If you want to give one of us a couple of names of long-term trusted contributors who are interested in taking on the IRC ops responsibility, we can make that happen. Take a week or two to figure out who the right people are and let us know.

    • pixolin 9:36 am on August 24, 2013 Permalink | Log in to Reply

      @ipstenu
      I have the strong feeling, we have missed out two true support-rockstars, who already have helped so many users and certainly have a deeper knowledge of WordPress than I do : fris (from Canada) and peterbooker (from the UK).
      I know this doesn’t shorten the list. if you have the feeling, it gets too long, scratching my name certainly won’t hurt my feelings nor change my attitude towards the chatroom.

    • pixolin 9:50 am on August 24, 2013 Permalink | Log in to Reply

      I have the strong feeling, we have missed out two true support-rockstars, who have helped so many users and certainly have a deeper knowledge of WordPress than I do : fris (from Canada) and peterbooker (from the UK).
      If you have the feeling, the list gets too long, please feel free to scratch my name (which certainly won’t hurt my feelings nor change my attitude towards the chatroom).

      • Kenshino 10:57 am on August 24, 2013 Permalink | Log in to Reply

        I’m guilty of missing the names. There are likely more.

        Perhaps this makes the selection difficult. But I have the same sentiments as pixolin, they should be named. Also, if needed, my name can be scratched off too.

        Cheers!

      • Ipstenu (Mika Epstein) 4:15 pm on August 26, 2013 Permalink | Log in to Reply

        Just keep in mind, the only ‘power’ you get right now is the fun power to post here. Which is more of a responsibility than a power :) Ditto coming to the IRC chats. I’ll be talking to @jenmylo after this week’s chat to sort out who we should possibly add as IRC mods.

    • Peter Booker 7:31 pm on August 24, 2013 Permalink | Log in to Reply

      While I would be happy to take on the responsibility, if it comes down to a choice I don’t think I can stand level with the contributions and range of experience provided by pixolin, Clorith and Zogot in my timezone. fris is a big presence in #wordpress though and should be seriously considered.

      I also wanted to say thank you to Ipstenu and the others for being so welcoming in the #wordpress-sfd meeting, it was very informative and helped me to understand the process much better. I think it also helped to alleviate the worries the IRC side of support had.

    • Angela 12:01 pm on August 25, 2013 Permalink | Log in to Reply

      Of course. How can I say no? Everyone’s here already!

  • 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 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.

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