January 17th Support Team Meeting Summary

General announcements

After looking at the feedback on the summary post, I think we’ll be keeping it as it is at this moment (with auto-completion only of topic participants), although a handful of you said you’d find it useful, that’s not a large portion of users, so we’ll see how this goes for now.

Next up, our support handbook could do with a bit of attention. We’re looking into doing an audit on the content, organizational structure and internal linking to make it easier to use, and easier to find what you need, when you need it. As currently there’s a lot of text walls, and it is also lacking some important information relating to rosetta sites which we would like to include.

The plan is, barring any objections, to start preparations after next weeks meeting, and to perform it via GitHub, much like the recent support guidelines update.

Checking in with international liaisons

Representatives from the Swedish, Italian, Russian, Dutch, Spanish communities were present during this weeks chat.

Attendance

@clorith, @joyously, @t-p, @sterndata, @fierevere, @luciano1969, @bcworkz, @binarywc, @RDD, @firoz2456, @vincek1, @howdy_mcgee, @myselfkhayer, @numeeja, @bethannon1, @jdembowski, @jeroenrotty, @tobifjellner, @cristianozanca, @bph, @macmanx, @bhargavmehta and @fernandot attended.

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

One is happy as a result of one’s own efforts once one knows the necessary ingredients of happiness: simple tastes, a certain degree of courage, self-denial to a point, love of work, and above all, a clear conscience.

George Sand, a French writer, 1804-1876

#weekly-chat

Agenda for January 17th Support Meeting

  • General announcements
    • Mentions improvement form last week
    • Handbook audit
  • WordPress 5.0.3, how are things going
  • Checking in with international liaisons
  • Time permitting: Open floor

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

The meeting will be held on 2019-01-17 17:00 UTC in #forums on Slack. (a Slack account is required)

January 10th Support Team Meeting Summary

General announcements

Next up, a reminder to those with moderation powers on WordPress.org forums: If you are archiving posts or topics, or are flagging an account, you always leave a response as to why they were flagged/archived, and what this means. If you are flagging the user, you also add a user note on the topic so we know why, where and when the flag was applied.

More intuitive mentions in the forums

We’ve got a more user friendly at-mention system in place now, which allows you to more easily reference other participants in a topic.

This means if you start a word with @you will have the ability to auto-complete the reference to another participant in the topic you are currently in, reducing the amount of incorrect references made.

There’s the possibility of extending this functionality, so that plugin support reps are included by default when in a plugins support area, if you have thoughts about this please let us know in the comments field, this will only be considered if there’s a legitimate need for it.

Checking in with international liaisons

Members of the Swedish, Russian, Hindi, Dutch, German and Italian communities were present for this weeks discussions.

The German community has expressed concern about losing valuable contributors over a short period. The lack of appreciation and acknowledgement can have a negative impact, and we can hopefully find a way to turn this trend although we have no actionable items at this time.

Attendance

@amboutwe, @bcworkz, @bemdesign, @bethannon1, @binarywc, @clorith, @contentiskey, @cristianozanca, @diddledan, @fierevere, @geoffreyshilling, @hardeepasrani, @howdy_mcgee, @jcastaneda, @jdembowski, @joyously, @luciano1969, @macmanx, @mariovalney, @numeeja, @oclair, @RDD, @stephencottontail, @sterndata, @t-p, @tobifjellner, @verygoode, @webdevmattcrom, @zodiac1978 and @zoonini attended.

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

This has never happened before

Literally every speed runner ever at Games Done Quick

#weekly-chat

Agenda for January 10th Support Meeting

  • General announcements
  • WordPress 5.0.2, how are things going
  • Checking in with international liaisons
  • Time permitting: Open floor

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

The meeting will be held on 2019-01-10, 17:00 UTC in #forums on Slack. (a Slack account is required)

January 3rd Support Team Meeting Summary

2018 in review

2018 had a lot of great achievements, but also some recurring topics we need to work on going into 2019.

Achievements such as the release of Help Hub and the updated Support Guidelines.

We also introduced a few minor tools for volunteers to go along with the popular Also Viewing extension.

The Health Check & Troubleshooting plugin continues to be an essential tool in sorting users problems, and we’ll keep pushing it’s use and usability moving forward. As noted in the State of the Word, parts of it will find its way into WordPress core, while other parts are better suited as a plugin.

We’re also seeing good activity for moderators across the board to help keep things running smoothly in the various support locales, where possible.

The amount participation level of new volunteers (and recurring) have also gone up over the year, which we are very happy to see!

Moving forward we do need to work on user communication though, especially in cases where they are being reprimanded or flagged, as there’s potential for improvements there.

We’ve also seen an increase in negativity from users towards volunteers, much due to the increased visibility added to individuals after the Gutenberg release. We’re handling the worst behaviors, but will need to increase our efforts to avoid this behavior from spreading, and will be getting to that as soon as hosts are done rolling out the WordPress 5.0 update so we don’t need to repeat the actions a few weeks into 2019.

Unfortunately we do not have a fancy “year in review” stats block, as that’s not something we’ve previously kept track of, but for fun since the end of August 2016 until January 2019 we’ve added ~1.8 million topics to the international forums.

Checking in with international liaisons

Members of the Swedish, Canadian, Urdu, Russian, Spanish, Greek, Dutch and Portuguese communities shared how things have been going over the holiday weeks, and things sound like they are going smoothly!

Attendance

@amboutwe, @anevins, @bcworkz, @bethannon1, @binarywc, @clorith, @contentiskey, @diddledan, @fernandot, @fierevere, @firoz2456, @geoffreyshilling, @howdy_mcgee, @jcastaneda, @jdembowski, @joyously, @keesiemeijer, @numeeja, @patilswapnilv, @pmfonseca, @RDD, @sterndata, @t-p, @tobifjellner, @verygoode, @xkon and @zoonini attended.

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

I never look back, darling. It distracts me from the now.

The Incredibles

#weekly-chat

Agenda for January 3rd Support Meeting

New year, new opportunities, let’s make the best of it!

We’ll be starting off the new year with a simple little get together, and a fairly simple agenda.

  • 2018 in review, what was good, what was bad, how can we improve moving forward.
  • WordPress 5.0.2, how are things going
  • Checking in with international liaisons
  • Time permitting: Open floor

Please note that the first item is a discussion point, and not just a summary, we want to hear you, the volunteers, views!

The meeting will be held on 2019-01-03, 17:00 UTC in #forums on Slack. (a Slack account is required)

December 20th Support Team Meeting Summary

General announcements

We’ll be skipping next weeks meeting, as it falls in the middle of many holiday days for many, and we’ve all earned a day of relaxation and holiday rest.

The refined Forum Guidelines (also referred to as Support Guidelines, so we may re-use them on our other support platforms) are now live. They’re condensed, and many sections have instead been dumped in a “not as critical” FAQ section to avoid as much confusion as possible.

WordPress 5.0.2

Some issues with WooCommerce orders after a core change in 5.0.2, but has been addressed by Woo them selves for now, and is being tracked in #45719

Checking in with international liaisons

Community members from Italy, Sweden, Russia, Netherlands, Brazil, Spain and Greece took part in our festive holiday meeting, there were even Christmas trees, confetti and balloons (in emoji)!

The community in Greece have also moved their forums over to WordPress.org

Attendance

@anevins, @bcworkz, @bethannon1, @binarywc, @clorith, @cristianozanca, @dougaitken, @felipeelia, @fernandot, @fierevere, @firoz2456, @geoffreyshilling, @jdembowski, @joyously, @nevma, @numeeja, @RDD, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tobifjellner, @tokyobiyori, @xkon, @zoonini and TheOddRod attended.

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

I shall call him Squishy, and he shall be mine and he shall be my Squishy!

Dory – Finding Nemo

#weekly-chat

Agenda for December 20th Support Meeting

  • General announcements
  • WordPress 5.0.1, how are things going
  • Checking in with international liaisons
  • Time permitting: Open floor

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

The meeting will be held on Thursday, December 20, 2018, 17:00 UTC  in #forums on Slack. (a Slack account is required)

Agenda for December 13th Support Meeting

  • General announcements
    • “Finishing” the first iteration of guideline updates/changes
    • Update on support tools (userscripts)
  • WordPress 5.0.1, how are things going
  • Checking in with international liaisons
  • Time permitting: Open floor

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

The meeting will be held on Thursday, December 13, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

Concerning forks and recommendations on the forums

With the recent release of WordPress 5.0, some users have found them selves puzzled or confused by the new interface, or have plugins and themes that introduce conflicts with how the WordPress editing experience is now presented.

In light of this, we’ve seen many great works from the community both with plugins to address this, but also various forks of the project it self to better suit their various scenarios.

The WordPress support forums are a place to help users with WordPress, and if the best approach to their problem is through any non-official plugin, or a fork that better serves the user, we are happy to accommodate such suggestions.

What we have unfortunately seen after the release, is an increase in fake or angry users setting out to promote these solutions in manners which do not comply with the Support Guidelines (specifically “Do not spam”). This includes, but is not limited to, copy-pasting links to multiple topics without anything other than a link and no real “purpose” and multiple accounts from singular users using proxies to avoid spam protection.

We wanted to address this, as such behavior not only gives a bad reputation to those who have worked hard on other solutions but are not behaving in nefarious ways, but also to the volunteers who are tasked with keeping the forums helpful to all.

It all boils down to this:

If there’s nothing nefarious behind the recommendation of using a WordPress fork or unofficial plugin, it will be left alone, we may chime in about it if it appears premature to change to another solution, but we won’t moderate it.

If at a later date we find the user to be doing it in a nefarious manner, we will moderate the previous entries as well, but the user will be informed about what is going on.