Support, forums, training or documentation

There are several ways to find information regarding the features or issues in WordPress and each one of them has a function and a time. This is a short explanation of what each means, the difference and when to use them.

What is what?

A good way to differentiate them is to define them and to provide use cases for each. None is better or worst than the other neither is any more or less important. It all depends on when they are used.

  • Support is 1:1, requires interaction and it is used for more urgent issues, whether is a chatbot or person and is immediate.
  • Forums are intended for broader help or best advice on specific topics. Most of the time is asynchronous but is monitored by a team or person, paid or volunteer. Most importantly, forums are community driven.
  • Documentation are basically instructions on how to do things. There is no interaction of any kind for questions. Literally, “what you read is what you get.”
  • Training creates lessons on topics. These can be on video or written form. Can be individual or part of a series. And training can be immediate or in the user’s own time.

Some use cases

Users require information for different reasons and search for it in different ways.

For instance, hosting companies use support, either by chat or call, to resolve a user’s issue. Whether is urgent or not, it usually is something that the user cannot solve by themselves or it has an immediate need for solution.

The forums are topical and in threads. They are very useful for discussions and to provide guidance over an issue or topic. Forums are monitored and conversation are mostly asynchronous. Some of the uses could be a school discussion group, product sales, best practices, product help, product how-to’s, etc.

When a user wants to learn fairly quick how to do something, following the steps in a documentation article is the best way. There are no interactions and the user reads it in their own time.

In opposition to wanting to deeply learn about a subject, then the user would search for a training lesson or course.

What can a user find in WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/

WordPress.org does not provide support. There is no team that will reply to questions 1:1 at any time. Instead there are the Forums that are monitored by contributors, volunteer and paid, that reply to questions posted.

There is documentation for end-users and developers and there are training lessons offered in Learn.

It is a strong recommendation by the documentation team to stop using the word support and instead refer to each instance with their respective name.

Props to @milana_cap and @atachibana for the review of this article.

#docs

New look, new site, new HelpHub

The docs team have been working hard on creating the end-user documentation or HelpHub. It took a very long time, 8 years to be exact since the project kicked-off, and we reached the goal. Follow the journey from these posts Kicking off HelpHub and New design for HelpHub in WordPress.org.

Introduction to the new Documentation site

The look changed to be in harmony with the rest of the WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ template. The new features were created with the goal to facilitate search for end-users. Some of these features are:

  • a simplified sitemap divided into 4 categories and each categoryCategory The 'category' taxonomy lets you group posts / content together that share a common bond. Categories are pre-defined and broad ranging. has several subcategories,
  • better definition between end-user and developers documentation, meaning that several articles will be moved into developers.wordpress.org in the next few weeks,
  • change to the menu item to documentation instead of support,
  • a new menu, breadcrumbs and other features

The four categories

The goal of the end-user documentation is to provide information to non-developers or new users so they try resolving their issue by themselves instead of going directly to the Forums.

To improve search, the team worked on reclassifying the articles into 4 main categories:

  • WordPress overview, where users can find general information about WordPress, versions, FAQs and resources.
  • Technical guides to help with installation, maintenance, and security.
  • Support guides to get familiar with the software and its features.
  • Customization where users can find instructions on how to use the BlockBlock Block is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience. Editor and default themes.
Image showing the documentation landing page with its four categories and subcategories.

End-user and developers documentation

When moving the articles from the Codex, there was a separation between developer-focused and end-user-focused documentation. Yet, developer articles were still available within in end-user documentation.

To help make the distinction better, all developer jargon has been removed from end-user documentation and moved to developer.wordpress.org.

Documentation instead of support

The menu item was support, the docs team has been looking into changing the menu item into documentation. Documentation is better description than support.

Features

Breadcrumbs and a submenu

Users can use the breadcrumbs to return to a specific page, category or subcategory without navigating all the way to the landing page.

A new submenu was added for fastest linking to developers documentation, the forums and the docs team make blog.

Sticky table of content for articles

The new TOC in the articles is a sticky item with one link to take the user back to the top.

Video showing how the sticky TOC works within an article.

Props to @milana_cap@kenshino, and @atachibana for their direction on this project.

Props to @javiarce, @joen and @beafialho for their design guidance, help and commitment on the last stage.

Props to @ryelle for her amazing coding work.

There is work in progress in HelpHub (Documentation)

This post is to ask everyone who has access to HelpHub, to please refrain from adding, editing or publishing old or new articles as of the writing of this post.

MetaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. team is working on the replacement of the /support/ site for a /documentation/ site and whatever is not there as of today, will be lost.

Please hold off any updates until after 17 January 2023. If you have any questions, reach out to @estelaris on #docs SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. or leave a comment below.

Agenda for Docs Team Bi-Weekly January 10, 2023

The next meeting is scheduled with the following details:

When: Tuesday, 10 January, 2023, 02:00 PM UTC

Where: #docs channel on Slack

Agenda:

  1. Attendance
  2. Note-taker and facilitator selection for next meeting
  3. Facilitator selection for next triage meeting
  4. Projects checks
  5. Collaborate on topics to submit for the 2023 WordPress Community Summit
  6. Open floor

If there’s anything you’d like to discuss on the open floor, please leave the comment below.

#agenda, #meetings

DevHub getting a new look

Update

With the feedback received last week, the design team worked on a second iteration in Figma. If you haven’t given us your feedback, please do so in this file. Feedback will be open until December 2, 2022, as we want to proceed with the work.

What is the new look about

With all the redesign happening in WP.org, it is now time for Developers documentation. The design team has started with a new look but need feedback from documentation users.

Developers documentation is composed of handbooks and articles. At this time, the handbooks will not be redesigned.

What we need feedback on?

  • Compare and review the landing page. Changes include:
    • First blockBlock Block is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience. links the handbooks under Developer Reference
    • The second block splits the Code Reference into New and updated in 6.x version and the Common APIs handbook TOC
    • The link to Dashicons was removed since they have been deprecated. Do they still need to be linked under Resources? Or shall the link move to somewhere else?
    • Does this navigation make sense?

Other sections that need review

  • Breadcrumbs have been moved to the blue ribbon
  • User contributed notes
  • User contributed notes feedback form
  • Styling in the code block (highlighting the title and keeping the code background white)
  • The general Add note/feedback form
  • The changelog at the bottom of the page will be expandable

Feel free to leave your comments in the Figma file or in this post.

Props to @joen for feedback on this post and @javiarce for his design work.

#devhub

The Documentation team Contributor Day summary

On October 25th Documentation team held its first online Contributor DayContributor Day Contributor Days are standalone days, frequently held before or after WordCamps but they can also happen at any time. They are events where people get together to work on various areas of https://make.wordpress.org/ There are many teams that people can participate in, each with a different focus. https://2017.us.wordcamp.org/contributor-day/ https://make.wordpress.org/support/handbook/getting-started/getting-started-at-a-contributor-day/.. For 10 hours we had opportunity to work on a lot of backlog tasks, to put faces on well known names and to meet and onboard new contributors.

The Documentation team, WordPress community, more than 40% of the internet and all its consumers thank to all who participated. You make the bits flow through ports and you, heroes of the open sourceOpen Source Open Source denotes software for which the original source code is made freely available and may be redistributed and modified. Open Source **must be** delivered via a licensing model, see GPL., just wrote a piece of history.

Contributors

@femkreations, @estelaris, @colorful-tones, @samanthaxmunoz, @leonnugraha, @ninianepress, @barn2support, @nullbyte, @ivahyael, @saurabhshukla, @gwmorteza, @vadatiertebat, @tahmidulkarim, @nielslange, @wigno, @ninthcoder, @poena, @jhimross, @kraftner

Progress

Here are some stats of work being done:

We also onboarded several new contributors and look forward to continue working with them. Hopefully, this Contributor Day was the first of many to come.

To be continued..

New design for HelpHub in WordPress.org

The end-user documentation or HelpHub will go through a transformation, both in the design and the site map. 

The refinements in the template will improve the user experience while searching for information. These improvements include one landing page for end-user and developers documentation that will be called Documentation. This is the entry port to both HelpHub and DevHub. Although this article focuses on HelpHub, there will be changes for DevHub in the future.

Showing the look of the new end-user documentation landing page showing the 4 categories and subcategories under each in two columns. There are links to developers documentation and the forums at the bottom of the page.

Better search

The new site map includes 4 main categories and subcategories under each. This will improve search and allow new articles to be added into the existing categories without creating a ‘miscellaneous’ categoryCategory The 'category' taxonomy lets you group posts / content together that share a common bond. Categories are pre-defined and broad ranging..

New site map showing categories and subcategories

New features

Documentation will have a new headerHeader The header of your site is typically the first thing people will experience. The masthead or header art located across the top of your page is part of the look and feel of your website. It can influence a visitor’s opinion about your content and you/ your organization’s brand. It may also look different on different screen sizes.. The team is dropping the word ‘Support’ and replacing it with ‘Documentation’. This area of the website will contain reference information rather than be a place where users interact with the Support team as described in the Renaming WordPress.org Support to Documentation.

The new header for end-user documentation replaces the word Support for Documentation

A changelog was added to keep historic information on each article. The user will have a better idea of how recent the information is.

Example of changelog

Other features that will help searching are the breadcrumbs, a new documentation submenu to the categories, a more prominent table of content and, a highlighted link to Support Forums.

Example showing placement for breadcrumbs table of contents and documentation search box, including the Support Forums block.

Another new feature was the retirement of the hash character at the end of the headlines as they were an accessibilityAccessibility Accessibility (commonly shortened to a11y) refers to the design of products, devices, services, or environments for people with disabilities. The concept of accessible design ensures both “direct access” (i.e. unassisted) and “indirect access” meaning compatibility with a person’s assistive technology (for example, computer screen readers). (https://en.wikipedia.org/wiki/Accessibility) issue and caused visual noise. The hash has been replaced by a link icon.

Appearance phases for the headlines

Documentation on mobile

The mobile version offers faster access to the specific topic in the article by using accordions to navigate long articles on mobile. The breadcrumbs, search and table of contents will remain at the top of the article.

Example of a documentation article on mobile.

The design

The design follows the style set by the News redesign. It is cleaner, jazzier and the new template opens the canvas to improve readability. Using also the same typography connects this design to the redesign of WordPress.

The color palette is simple and muted so as to not interfere with the multiple videos and screenshots used within the articles.

The work started at WCEU 2019 Contributors Day in Berlin. The following articles describe the work previously done.

Props to @milana_cap, @kenshino, and @atachibana for their direction on this project.

Props to @tobiasfeistmantl, @fmellitzer, @davidvie, @majaloncar, @pendraq, @igorel, @nobnob, @marcio-zebedeu, @chaion07, @netpassprodsr, @bph, @timohaver, @dmivelli, who contributed to the reclassification project.

Props to @melchoyce, @karmatosed, and @beafialho for their design guidance.

Props to @webcommsat and @marybaum for reviewing and editing help of this article.

#docs, #helphub

Reclassification of end-user documentation

The team did a second revision of the first recommended site map because we still found articles that should be moved to the developers documentation. The reason is that we want to keep the end-user documentation as clean as possible of developer jargon and make sure it only provides advice on how to use WordPress not how to alter it with code.

The main goal of article reclassification is to improve search and allow new articles to be added into the existing categories without creating a ‘miscellaneous’ categoryCategory The 'category' taxonomy lets you group posts / content together that share a common bond. Categories are pre-defined and broad ranging..

The first site map included 4 main categories and subcategories under each. The new recommendation maintains the 4 main categories, some subcategories have been renamed to better work in the future.

Link to the spreadsheet for better reading

The revision

As mentioned before, the review focused on removing all articles that were developer-focused. Some articles only require content review and move some of the too-technical parts. These parts were not discarded as they are still valuable information and will be moved to DevHub.

Categories and subcategories

The categories for end-user documentation were created to improve search, making it easier for the user to find the information. A secondary goal is to allow a continued learning path.

WordPress overview

WordPress Overview is the first category with 3 subcategories:

  • Where to start
  • FAQs
  • About WordPress

The intention of these subcategories is to provide a starting point for the new user and a quick access to resources to more seasoned users in the form of FAQs. About WordPress provides background information on how to become a contributor, WordPress’ history, etc.

Technical guides

Technical guides is the second category which includes 3 subcategories:

  • Installation
  • Security
  • Maintenance

Although the technical guides include topics that could be seen as developer-focused, there is some basic information that the end-user needs to learn about installing WordPress and working with their hosting companies, as well as maintaining a healthy and secured site.

Support guides

Support guides is the third category, also includes 3 subcategories:

  • The dashboard
  • Publishing
  • Media

These guides are all about the software, getting to know the moving parts of the front end, how to manage and publish content and media. The guides include articles for Classic Editor as well as the BlockBlock Block is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience. Editor.

Customization

This is the fourth category and as the titles says, it is all about giving the site or blog the look and feel that the user wants. The number of subcategories increased to 9 and this will help with categorization as the FSE features and new blocks are developed.

  • Appearance
  • Default themes
  • Block Editor
  • Media blocks
  • Text blocks
  • Design blocks
  • Embed blocks
  • Theme blocks
  • WidgetWidget A WordPress Widget is a small block that performs a specific function. You can add these widgets in sidebars also known as widget-ready areas on your web page. WordPress widgets were originally created to provide a simple and easy-to-use way of giving design and structure control of the WordPress theme to the user. blocks

Related tickets

Because there are many moving parts on the site map, everything has been documented in tickets in the documentation issue tracker repository in GH

190Merge articles
192Change article title
373Delete articles from HH
388Move from HH to DH
425Content review duplicated article? Dimension Controls Overview
426FAQ’s content review
427Content review Finding WP Help
429Content review How WP processes post content
430Content review Creating a Search page
442Content review New to WordPress – Where to Start
443Content review Introduction to Blogging
458Content review Comments in WP
469Content review Video shortcodeShortcode A shortcode is a placeholder used within a WordPress post, page, or widget to insert a form or function generated by a plugin in a specific location on your site.
470Content review Weblog client
471Content review WP feeds
473Content review duplicate: WP.org vs WP. com
Tech partsInventory of Technical Parts From End User Docs

Next steps

The #docs team will collaborate with other teams to find the best way to make all the changes. So far, the hosting team is collaborating in moving articles to DevHub.

  • Create new categories and subcategories
  • Change title names to articles and create 301s for older URLs (with the metaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. team’s direction)
  • Merge pages and create 301’s
  • Delete pages and redirect to similar content pages/articles.

Other articles written as part of the redesign of HelpHub

Contributions

If you are interested in making any content review on any of the tickets above, reach out to @estelaris on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. or leave a comment in the GH ticket.

Props to @femkreations for reviewing the many opened tickets. @milana_cap and @kenshino for reviewing the content. @jonoaldersonwp for providing SEO recommendations.

#helphub

Summary of Docs Team Meeting September 27, 2022

Housekeeping

Attendance: @ninianepress @femkreations @milana_cap @colorful-tones @leonnugraha @dpknauss @lucp @estelaris @samanthaxmunoz
Where: #docs channel on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. Find the complete transcript of the meeting on Slack.
Agenda: https://make.wordpress.org/docs/2022/09/14/agenda-for-docs-team-bi-weekly-meeting-27-september-2022/
Meeting Facilitator: @ninianepress
Note Taker: @lucp
Next Meeting Facilitator (in two weeks): @estelaris
Next Triage Meeting Facilitator (next week): @milana_cap

Project Updates

The documentation for WordPress release 6.1 is getting off the ground. Adding a comment to this issue will ensure that you get pinged once it gets started.

@femkreations also reports that the issue gardening for 6.1 is in progress from the gutenbergGutenberg The Gutenberg project is the new Editor Interface for WordPress. The editor improves the process and experience of creating new content, making writing rich content much simpler. It uses ‘blocks’ to add richness rather than shortcodes, custom HTML etc. https://wordpress.org/gutenberg/ PRs.
Currently they have 19 To do items and 1 In progress in the 6.1 Project board.
The team closed 5 issues in GH for 6.0 and more will be reviewed and closed this week.

@emmaht has reviewed these two issues:
https://github.com/WordPress/Documentation-Issue-Tracker/issues/225
https://github.com/WordPress/Documentation-Issue-Tracker/issues/226

This week @leonnugraha and his colleague will work on this issue and this one.

@colorfultones is keeping an eye on this issue to see if it gets backported with the 6.1 release correctly.

@lucp talks about the new Advanced Admin handbook and how old content-migrations from HelpHub have now been included as PRs, specifically these issues that @femkreations has submitted.

And @estelaris reports about the reclassification project:
The sitemap revision/comparison is finally finished. A post is in the works.
She did a lot of content revision and opened a lot of tickets.

FAQs at the bottom of HelpHub pages

This discussion was scheduled for this meeting and connected to this github issue. While everybody agreed that doing content-review for this content is smart (and filterFilter Filters are one of the two types of Hooks https://codex.wordpress.org/Plugin_API/Hooks. They provide a way for functions to modify data of other functions. They are the counterpart to Actions. Unlike Actions, filters are meant to work in an isolated manner, and should never have side effects such as affecting global variables and output. out all the too technical stuff), the question remained on wether or not to put FAQs at the bottom of pages or give the FAQ its own section. The team eventually landed on creating a seperate FAQ section, which @estelaris will incorporate into the design.

Open floor

@samanthaxmunoz has compiled a list of high-priority issues mostly surrounding the documentation of WordPress 6.0, which can be found here

@femkreations has a similar list of WordPress 6.1, but it’s in a Github Project.

@samanthaxmunoz is also working on a blockBlock Block is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience. pattern for block documentation as discussed in this Slack thread. It will get converted into an issue with the new label internal task

Summary of Docs Team Biweekly Meeting August 16, 2022

Housekeeping

Attendance: @milana_cap, @chaion07, @javiercasares, @ashiquzzaman, @atachibana, @femkreations, @greenshady, @piermario, @brightemeka, @krupalpanchal, @emmaht. Asynchronous updates from @lucp and @estelaris.
Where: #docs channel on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. Find the complete transcript of the meeting on Slack.
Agenda: https://make.wordpress.org/docs/2022/08/16/agenda-for-docs-team-meeting-16-august-2022/
Meeting Facilitator: @chaion07
Note Taker: @webcommsat. Review: @milana_cap and @femkreations
Next Meeting Facilitator (in two weeks): @brightemeka
Next Note Taker (in two weeks): @greenshady
Next Triage Meeting Facilitator (next week): @milana_cap

Project Updates

Documentation Issue Tracker Updates

@milana_cap shared: there have been a lot of updates for Team roles tickets. This is hoped to be completed by end of next week: GitHub ticket #385

WordPress 6.1 release

WordPress 6.1 release has started, docs focus folks working in triage and collecting tickets for documentation.

Useful links for documentation

Anyone who wants to join in or learn how a release is documented, can contact @milana_cap in the documentation release team. She will pingPing The act of sending a very small amount of data to an end point. Ping is used in computer science to illicit a response from a target server to test it’s connection. Ping is also a term used by Slack users to @ someone or send them a direct message (DM). Users might say something along the lines of “Ping me when the meeting starts.” contributors once there is work available. Currently, everything is being prepared. A checklist is being created. An additional volunteers tracker for WordPress 6.1 release docs contributors has been set up too.

The post from the first meeting of the WordPress 6.1 release docs team: @bph, @milana_cap, @femkreations, @webcommsat, @mburridge. YouTube video from the meeting.

Project boards updates

@femkreations shared an update from the projects boards:

Reclassification project

@estelaris: no new updates

Other updates

@emmaht: we are working on (waiting to be reviewed)

The following items should be finished next week

@femkreations: highlighted contributions from @wigno and @leonnugraha who have been doing a great job with the 6.0 blockBlock Block is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience. editor documentation. Thanks for their contributions.

@themiked: fixed a few minor issues, found a problem with the GitHub importer and logged it.

Collaborations between docs and hosting team

@javiercasares: last week Milana was on the #hosting-community channel explaining this new project / handbook / documentation about separating some of the most technical documentation from the Hubs.

There is a new label in the Issue Tracker ‘advanced administration’.

Initial check of the tickets, first idea on categorization can be found in this Google doc. This is a first “structure” with all the links and everything I found on those tickets. As this is a first idea, it will probably change a lot.

Thanks to @JavierCasares for structuring the new handbook.

First pull request for the Advanced Administration Handbook

#1 Create a first possible File Structure – a first level possible structure, with the “big categories”. This may change as we start creating and updating content, but this is a place to start.

Second pull request (technical one, for the #meta team)

#2 First Manifest file – a first manifest file, created manually because we will need to have the WP-CLIWP-CLI WP-CLI is the Command Line Interface for WordPress, used to do administrative and development tasks in a programmatic way. The project page is http://wp-cli.org/ https://make.wordpress.org/cli/ software configured… but we will have that when MetaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. creates it.

Those files will help us start creating new content and migrating the actual one. Then sync everything with the site automatically (so every time we do a merge, the content will be updated). These are first ideas, help and suggestions welcome.

@lcup sent an update to the meeting:
– added articles to move from HelpHub to DevHub docs for the new advanced administration handbook in: Documentation Issue Tracker, ticket 388 in GitHub. Thanks to @estelaris and @femkreationsfor doing all of the look-up work on this.

@milana_cap shared context: parts of “too technical” docs from HelpHub will end up in this new handbook. 

Open Floor

Updates on the Five for the Future program and proposed improvements – post from July 28, 2022.

@shetheliving shared async: wanted some additional views on Documentation Issue Tracker issue on Tidy up suggested object caching plugins #410, for @tillkruess and the Performance team.

#meetings, #summary