February 15th Support Team Meeting Summary

General announcements

HelpHub work has started back up, this will see a change to the front page of WordPress.org/support, and we’ll introduce some editors as well to handle articles that will be published there.

 

WordPress 4.9.4

No new issues have been discovered for WordPress 4.9.4 that aren’t already tracked on Trac.

 

Checking in with international liaisons

The Russian, Italian, Portuguese, Brazilian, Swedish and German representatives were in attendance this week.

 

Attendance

@alichani, @anevins, @bcworkz, @clorith, @cristianozanca, @fierevere, @geoffreyshilling, @howdy_mcgee, Hudson Valley Web Design, @mariovalney, @numeeja, @pmfonseca, @sergeybiryukov, @sterndata, @t-p, @tnash, @tobifjellner, @williampatton, @zodiac1978 and @zoonini attended.

 

Read the meeting transcript in the Slack archives. (A Slack account is required)

 

Contributor tip
Don’t get too hung up on things, it can be infuriating, move along and it may come to you subconsciously at a later point.

#weekly-chat

Agenda for February 15th Support Meeting

  • General Announcements
  • WordPress 4.9.4, how’s it going?
  • Checking in with International Support Liaisons
  • Time permitting: Open floor

For any other items to discuss please add them in the comments below, or bring them up in the meeting.

The meeting will be Thursday, February 15, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

February 8th Support Team Meeting Summary

General announcements

We had our first online-only volunteer orientation this week on February 6th.

Our next workshop is scheduled for March 16th, and will cover how to deal with angry users:

Dealing with Angry Users – Workshop on March 16, 2018

 

First iteration of the Upgrade PHP page is now live and sits under the Support site on WordPress.org for now.

 

WordPress 4.9.4

WordPress 4.9.3 and 4.9.4 were released this week, 4.9.4 fixes a bug that was accidentally introduced in 4.9.3 which prevents automated security updates.

If someone is on 4.9.3 when asking for help, give the ma friendly nudge to hit that update button 🙂

 

Checking in with international liaisons

The Italian, Russian, Hindi, Portuguese, Greek, Spanish and Swedish communities had representatives present during this weeks meeting, saying hi!

 

Open floor

The Stack Exchange community are looking for new community spotlights to feature. It’s something that should be brought up with the community team though, but would be a nice way to cross-reference our different support communities.

 

Attendance

@agm65, @alichani, @bcworkz, @bethannon1, @clorith, @contentiskey, @cristianozanca, @fierevere, @firoz2456, @hardeepasrani, @howdy_mcgee, @jcastaneda, @josearcos, @keesiemeijer, @numeeja, @pmfonseca, @stephencottontail, @sterndata, @t-p, @tnash, @tobifjellner, @vincek1, @williampatton, @xkon and @zoonini attended.

 

Read the meeting transcript in the Slack archives. (A Slack account is required)

 

Contributor tip
Remember that a yelling user isn’t necessarily angry at you personally. He just wants someone to understand his frustration… (but if they do yell, let us know, volunteers shouldn’t need to be treated poorly 🙂 )

#weekly-chat

Dealing with Angry Users – Workshop on March 16, 2018

We’re pleased to announce the next workshop aimed at sharing best practices in support. The series aims to boost support skills among all those who support core, plugins, themes, or anything else in the WordPress ecosphere. (Check out the previous workshops here.) We welcome your ideas for other workshop topics or speakers; feel free to comment here, or find us in Slack.

The workshop

Dealing with Angry Users

No matter what product or service you sell and/or support, problems sometimes arise and your users will be quick to tell you about them. These issues can escalate in a heartbeat, and suddenly you’re getting yelled at. In this session, we’ll look at how to help irate users and restore their trust in the product and/or your company.

Presenter

Mindy Postoff is a Happiness Engineer at Automattic, supporting users of WordPress.com as they work on their websites. She’s worked on the front lines in the service/support industry her entire life, leaving an ever-growing list of happy customers in her wake.

When is it?

Friday, March 16, 2018, 16:00 UTC, (noon EDT) it will run for about an hour and includes Q&A. When adding the event to your calendar, keep in mind that Daylight Savings Time begins in certain parts of the world on March 11.

A link to the Zoom teleconference will be provided in the #forums Slack channel about 10 minutes before the session begins.

How do I join?

The session will be run via videoconference via Zoom, which runs on most desktop and mobile devices. Can’t make it? The session will be recorded and the video posted later – keep your eye on this P2.

Agenda for February 8th Support Meeting

  • General Announcements
    • Volunteer orientation summary
  • WordPress 4.9.4, how’s it going?
  • Checking in with International Support Liaisons
  • Time permitting: Open floor

For any other items to discuss please add them in the comments below, or bring them up in the meeting.

The meeting will be Thursday, February 8, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

February 1st Support Team Meeting Summary

General announcements

Out first online-only contributor orientation will be held next week.

Support Volunteers Orientation, Tues, Feb 6, 17UTC

 

Also a reminder to moderators: When making edits make sure the post hasn’t somehow been converted to a draft. This appears to happen when editing things in the back-end when they aren’t yet published (spam or pending posts). If you make edits, take responsibility for your edit and make sure it goes live.

 

WordPress 4.9.2

(Thankfully) no new major items have been trending for 4.9.2, the release of 4.9.3 has been postponed until next week to avoid doing any automated updates right before the weekend.

 

Checking in with international liaisons

The Italian, Russian, Swedish, PortugueseGerman and Hindi communities had someone in attendance this week

 

Open floor

The 500 errors when moving posts or topics is identified as being caused by a counting mechanic in bbPress that does… crazy counting. For now making the move from the back-end in wp-admin is the way to go, as the counts only run when using bbPress on the front end.

If you’d like to help shape the future of our support plugin, head on over to the GitHub project page to add issues, and provide feedback on existing ones!

Some improvements are being made to the child theme documentation after seeing a fair amount of confusion about best practices, and will be seeking some cross-team efforts from the Theme Review Team.

If, as a volunteer, you feel users demand too much of you in a manner that feels like you were an employee, reach out and we’ll assign you a custom title to denote that you are in fact a volunteer 🙂

 

Attendance

@anevins, @bcworkz, @bemdesign, @clorith, @contentiskey, @cristianozanca, @fierevere, @firoz2456, @geoffreyshilling, @glorialchemica, @hardeepasrani, @howdy_mcgee, @jcastaneda, @keesiemeijer, @kimwhite, @macmanx, @numeeja, @otto42, @pmfonseca, @stephencottontail, @sterndata, @t-p, @tobifjellner, @zodiac1978 and @zoonini attended.

 

Read the meeting transcript in the Slack archives. (A Slack account is required)

 

Contributor tip
If you find your self providing a lot of support, check out the support teams handbook page for helpful tools. They are there to make your days easier!

#weekly-chat

Agenda for February 1st Support Meeting

For any other items to discuss please add them in the comments below, or bring them up in the meeting.

The meeting will be Thursday, February 1, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

Support Volunteers Orientation, Tues, Feb 6, 17UTC

Following up on our experiment with a Support Volunteers Orientation back in December, our next Orientation session will be on Tuesday, February 6, 2018, 17:00 UTC

We will “meet” in the #forums Slack channel, and walk through the basics of helping out on the wordpress.org support forums, and give some pointers for getting started. Experienced volunteers are welcomed as a refresher.

If you know someone who would like to start helping in the forums, please do encourage them to come and start contributing to WordPress!

To participate, new volunteers will need to create a wordpress.org user account if they don’t already have one, then create an account on Slack and join the #forums channel. If you already have a wordpress.org user account (perhaps you have posted a question in the forums before), then you can use that account.

January 25th Support Team Meeting Summary

General announcements

We updated the Health Check plugin to v0.9 last night, primarily focusing on user experience, translation fixes bug-squatting.

WordPress 4.9.3-beta1 is out, please test if you can!

A reminder to avoid name-dropping in the #forums Slack room. We are in many ways the public face of WordPress, and perception is a fickle beast. It’s hard to properly convey intentions via text on the internet, and what we say can lose context or be misinterpreted. Let’s help each other to remember not to drop names/usernames in the channel moving forward.

WordPress 4.9.2

No new issues have arisen for 4.9.2 (thankfully, with 4.9.3 on the horizon).

Checking in with international liaisons

The Italian, Greek, Swedish, Portuguese, Russian, German and Hindi communities had representatives present providing feedback and input during this weeks meeting.

Open floor

Our January workshop was this week, check out the recap if you’re interested!

Next workshop will be in March, and our new Contributor Orientation is set for February, announcements for both to follow shortly!

Attendance

@abletec, @alichani, @alichani, @anevins, @bcworkz, @bemdesign, @clorith, @contentiskey, @cristianozanca, @fierevere, @firoz2456, @geoffreyshilling, @hardeepasrani, @macmanx, @numeeja, @pjoannasaurus, @pmfonseca, @stephencottontail, @sterndata, @t-p, @tobifjellner, @vitormadeira, @xkon, @zodiac1978 and @zoonini attended.

 

Read the meeting transcript in the Slack archives. (A Slack account is required)

 

Contributor tip
If you ever find yourself in need of guidance when answering a support request, stop by #forums on Slack, we’d love to help!

#weekly-chat

Agenda for January 25th Support Meeting

  • General Announcements
  • WordPress 4.9.2, how’s it going?
  • Checking in with International Support Liaisons
  • Time permitting: Open floor

For any other items to discuss please add them in the comments below, or bring them up in the meeting.

The meeting will be Thursday, January 25, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)