Hosting Video Meeting Notes: February 5, 2019

Here’s the summary of our #hosting-community video meeting on Tuesday, February 5, 2019 at 2100 UTC.

Attendees: @brettface @mikeschroder @j-falk @maginn @desrosj @t-rave @aaroncampbell @kamala

Inaugural Meeting

This was the first video meeting of the Hosting team! The plan is to do these video meetings for a few weeks and consider whether or not to make them a regular, ongoing addition to the Slack meetings.

Introductions

Brett Dunst- At DreamHost. Marketing background, these days Communications

Mike Schroder – at GoDaddy!  Working on core.

Johan Falk – Sweden, at Seravo Managed WP host.

Patrick Maginn – Manager of Customer Support at (mt) Media Temple (a GoDaddy Company).  Sells a version of Managed WP from GoDaddy. Been there just over 5 years after a while at DreamHost.

Jonathan – Core contributor, started last year at BlueHost.  Spends most time contributing to core.

T-Rave – Flywheel!  Employee 5 – now they’re at 200(!) team lead on the hosting operations team.  Mostly does devops stuff.

Aaron Campbell – GoDaddy two years!  Been around WP much longer than hosting.  Focused on WP core contributions and security.

Amy – Amy at DreamHost!  Just checking things out!

Purpose of Video Chats

We’re here to augment Slack meetings, not replace.

Some people prefer the real-time video approach.

Transcripts/recordings/logs whatever – they’re important!

Zoom provides auto transcription – could be used in the future!  Wahooo!

Video Logistics Concerns

We’ll likely need a new platform.  Thank you @francina/Francesca for facilitating this first one.

Aaron has a zoom account we can use!

Dates/Times- we can move earlier!  Nobody’s joining this one because it’s later in the day than the Slack meetings.  Europe will be happy!

WordCamp Host Representation

From WordCamp US Hosting team meeting notes-

“WordCamps tend to be lacking in educating end users about what to expect from a WordPress hosting provider in terms of support levels, etc.

One option might be for hosts to commit to pitching more talks to WordCamps that explain what hosting is (and isn’t), and how they can get the most out of their hosting experience.”

WordCamp US Hosting team Contributor Day notes

Service differentiation is a competitive edge!

Not all hosts offer the same level of support.

Would have to clear it with people

Some marketing work may have been done around basic training

Flywheel’s approach – receive incoming tickets, then educate within the ticket w/a personal touch, rather than saying “This isn’t supported, yo”

Messaging about “This is what you can expect from a managed host vs an unmanaged host” is helpful

MediaTemple’s approach is to provide enough info up-front before users ever have to reach out to a support person.  They’ve got a tech writer that is responsible for building docs to help with that.

Flywheel is also working on efforts to help with ticket deflection – send people to forums, devs, etc before they hit chat.

Feedback

Miss this week’s meeting and want to know more about anything above? Want to add an agenda item to the next meeting? Spend some time in the comments and share your thoughts! OR….Come join us!

Next Meeting

The next meeting will be on Zoom on Tuesday, February 12th, 2019 at 1800 UTC. You can catch the link once it’s shared in #hosting-community a bit closer to the meeting time, or DM @aaroncampbell for the direct link in the meantime.