Agenda for October 19th Support Meeting

  • General announcements
    • Reporting plugins
  • WordPress 4.9 Beta
  • Checking in with international 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, October 19, 2017, 16:00 UTC in #forums on Slack. (a Slack account is required)

October 12th Support Team Meeting Summary

WordPress 4.9 Beta

The WordPress 4.9 beta keeps updating weekly-ish, so if you can, please help by testing.

Focuses for this weeks testing from core are as follows:

  1. The updates to the theme/plugin code editors
  2. Scheduling and drafting in the Customizer
  3. Locking in the Customizer (like post locking, but for your site changes)

Predefined replies

We’re seeing a few new faces every week, this is fantastic, and as such we’d like to share our predefined replies. The predefined replies list are answers to common questions that we can copy and paste into the forums, this allows us to be consistent in our replies, and saves us a lot of time in the long run.

You can find the replies in our handbook on under the Giving good support section.

Checking in with international liaisons

We had representatives form the Hindi, Italian, Brazilian, German, Spanish, Swedish and Portuguese communities stop by this week, multiple of which had WordCamps going off the previous week and introduced the wonderful world of support to new volunteers!

Attendance

@bcworkz, @bdbrown, @bethannon1, @clorith, @cristianozanca, @felipeelia, @firoz2456, @geoffreyshilling, @hardeepasrani, @ishankaru, @josearcos, @keithdriscoll, @lasacco, @macmanx, @numeeja, @pmfonseca, @sagarprajapati, @sterndata, @t-p, @tobifjellner, @voldemortensen, @wido and @zodiac1978 attended.

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

 

New contributor tips
Don’t be afraid to walk away from a topic. Support can be very draining at times, it’s OK to not know answers, or to grow tired of topics that never seem to end.

#weekly-chat

Agenda for October 12th Support Meeting

  • General announcements
  • WordPress 4.9 Beta (re-iterating what is likely to need the most attention)
  • Checking in with international 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, October 12, 2017, 16:00 UTC in #forums on Slack. (a Slack account is required)

October 5th Support Team Meeting Summary

General announcements

We’ve put some effort into the proposed info.php lately, we’ve now merged this into the Health Check plugin, and may revisit the core inclusion at a later date. Keeping it in the plugin for now means we can more easily iterate and find needs in a more efficient manner. As such, we recommend using the plugin for troubleshooting where getting information about a setup is required, if we all stick to using one tool we’ll get a much clearer picture of its usefulness. The plugin is already starting to get translations from the various languages around our lovely support community, which is amazing!

In other news, WordPress 4.9-beta1 is now available. If you can, please give it a try, our primary concern is still the file editing in core getting revamped,let’s make sure it’s as hard as possible to break things (there are enhancements to this that didn’t make it into beta1 as well, so beta2 should be a really good experience we hope).

Our second workshop was had this week, it went off without a hitch, and we seem to be finding our footing around conducting them, a huge thanks to @tacoverdo for doing this one! The recording from the session is available in the post as well for those interested who weren’t able to make it live. Input on topics of interest are welcome, if there’s a particular topic or presenter that would be of interest, let us know.

Checking in with international liaisons

The Portuguese, Swedish, Italian, Russian, Hindi, Brazilian, Spanish and Greek communities are looking fine and dropped by for the conversations.

Other items

At-mentions in the forums

We’ve noticed a starting trend of directly pinging people in support topics to bring attention to issues faster, in an attempt to “cut the line” so to speak.

Pings should be used to bring a topic to someones attention, for example if you are stuck, but know another volunteer knows a fair bit about a topic, this is a good use. It can also be used to guarantee a notification is sent out, in the case of moderators we might use this to ensure someone gets a notice about doing something that is frowned upon, before we archive our own message. We archive our own messages to avoid friction in these situations, as they often require jumping into some other users topic.

To help give people a place to reference, we’ve updated the international forum guidelines, we don’t want our volunteers to feel forced to answering anything, and if they have an official place to reference about this being frowned upon, it’s easier for them to say no.

Contributor badges

We had some questions about how badges work, so here’s a quick coverage of how the support ones work.

The badges are manually assigned for now, each international community has one or more liaisons that provide the profiles of members who should be given either a contributor or a team badge. If you are the administrator of an international forum and don’t have this ability please reach out and we’ll get you sorted out with this ability.

The criteria for the badges are fairly simple:

  • Support team: You are a moderator or an administrator on your support forums
  • Support contributor: You have 400 or more posts on the forums

The badges will eventually be automated, and we may also revise our criteria, but those are the current ones.

Attendance

@abletec, @anevins, @bdbrown, @clorith, @contentiskey, @cristianozanca, @felipeelia, @fierevere, @geoffreyshilling, @glorialchemica, @gugaalves, @hardeepasrani, @howdy_mcgee, @jdembowski, @josearcos, @keesiemeijer, @lasacco, @macmanx, @mariovalney, @numeeja, @pmfonseca, @polkadotcreations, @rahmohn, @sergeybiryukov, @sterndata, @t-p, @tobifjellner, @voldemortensen, @wido, @xkon and @zoonini attended.

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

#weekly-chat

Why Solving the Problem Isn’t Enough: Video and Slides

“Be human first… then solve the problem.”
– Taco V.

On October 3, 2017, Community Manager Taco Verdonschot from Yoast shared his support expertise with a group of international participants, from his base in the Netherlands. He passed along insights about the importance of using empathy – not just solving issues – to deliver outstanding support to WordPress users.

The workshop was the second in a series that evolved from the 2017 Community Summit, with the aim to share best practices for WordPress support. The first session covered theme support, and the recap can be viewed here.

If you have suggestions for other support-related subjects you’d like to see in the future, feel free to comment here – we’re open to ideas.

Video (53 min.)

Slides

Links From Slides

12 – http://www.lifehack.org/465044/7-intricate-differences-between-empathy-and-sympathy
13 – http://www.lifehack.org/465044/7-intricate-differences-between-empathy-and-sympathy
14 – https://yoa.st/empathy
18 – https://yoa.st/sw-taco-example1
19 – https://yoa.st/sw-taco-example2

#support, #support-workshop

Agenda for October 5th Support Meeting

  • General announcements
  • WordPress 4.9 Beta-1 (if it’s out)
  • Checking in with international 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, October 5, 2017, 16:00 UTC in #forums on Slack. (a Slack account is required)

September 28th Support Team Meeting Summary

WordPress 4.8.2

No major new incidents, a few issues with the numbered arguments early on but they appear to have been sorted out petty quickly as plugins have been updated to fix their code.

General Announcements

A quick reminder that we’ll shortly be promoting the Health Check plugin as a means of getting debug data, as well as automating some system checks for users seeking assistance (once it’s been updated, the plan is to get it up to date within this week).

BBQ Post (Also known as the Master List)

The WordPress 4.9 beta is fast approaching, that means it’s time to start working on the BBQ Post. For those unfamiliar, this is where we preemptively create a support resource for what we suspect will be pain points for users in the next major release of WordPress. We then fill it up with the issues that arise throughout the release cycle until the next major version is released, as a reference you can view the 4.8 Master List.

Support workshops

If you have suggestions for upcoming workshops, please do leave a comment, or drop by the #forums slack channel, we welcome input here as we’re certain we’ll miss out on great input if it’s just the same people cherry picking each time.

Our next support workshop is rapidly approaching as well, just as a reminder this time it will be from a plugin representative and not a theme one.

Why solving the problem isn’t enough – A Support Workshop

Checking in with international liaisons

Things are looking good in the Swedish, Hindi, Russian, Italian, Spanish, German, Portuguese and Greek communities.

The Spanish team are keeping a tight ship, maintaining a consistent response rate so far, kudos to them!

Attendance

@bcworkz, @bethannon1, @clorith, @cristianozanca, @fierevere, @hardeepasrani, @jcastaneda, @jdembowski, @josearcos, @lasacco, @macmanx, @numeeja, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tacoverdo, @tobifjellner, @voldemortensen, @xkon and @zoonini attended.

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

#weekly-chat

Agenda for September 28th Support Meeting

  • General announcements
  • WordPress 4.8.2 – What’s popping up
  • Checking in with international 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, September 28, 2017, 16:00 UTC in #forums on Slack. (a Slack account is required)

September 21st Support Team Meeting Summary

General announcements

Global translation day

Global translation day is coming up on September 30th

Debug data in core

The work on a new info.php for core to help with support and debugging has had great traction. For the time being we’ve moved development off to GitHub, it will be incorporated as part of the Health Check Plugin, and we will re-visit the concept of incorporating it in core at a later date. The idea here is to promote it as the official approach for checking the status and getting debug information for your own system by the support teams for now.

@clorith has been granted access to both the GitHub and WordPress.org plugin and will help maintain the momentum we’ve had going in so far.

Tag clouds on the forums

The tag cloud on the forums (found at the very bottom of the forum front page only) has been removed. It was not performing well, and really serves no purpose on the forums as our tag use is so spread out and rather incoherent that it didn’t help anyone.

Tags are still a thing, and that feature won’t go away, this is just us removing the tag cloud on the front page.

Support workshop #2

Our second support workshop is coming up, this time hosted by Taco. Taco does support for a somewhat well known plugin, and we’re really looking forward to hearing from him!

Why solving the problem isn’t enough – A Support Workshop

WordPress 4.8.2

WordPress 4.8.2 is out, and so far we’ve only discovered one potential issues. A function used to make sure database queries are safe has been misused a bit in the past, it’s now been locked down and unsupported features no longer work. Some plugins or themes may have used these features and thus may no longer function as expected.

Checking in with international liaisons

The Portuguese, Russian, Italian, Hindi, Swedish and Greek communities are trotting along and stopped by for the weekly chat to see how things were going around the world.

Attendance

@abletec, @anevins, @bcworkz, @bethannon1, @clorith, @cristianozanca, @fierevere, @geoffreyshilling, @hardeepasrani, @jcastaneda, @jdembowski, @keesiemeijer, @macmanx, @mjjojo, @otto42, @pmfonseca, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tacoverdo, @tobifjellner, @xkon and @zoonini attended.

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

#weekly-chat

Why solving the problem isn’t enough – A Support Workshop

The workshop

When working in customer service, you’re supposed to always give the (technically) correct answer. While working in customer service for a Dutch internet provider I learned that the right answer often isn’t enough. This has influenced every conversation I’ve had since.

In this session, I’ll share the insights my team lead gave me, and help you use them.

When is it

Tuesday, October 3, 2017, 17:00 UTC, it will last for an hour and includes Q&A.

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 and will be recorded. Please download the free Zoom app ahead of time. You can run Zoom on most desktop and mobile devices.

Who will be hosting it

Taco Verdonschot quickly switched from being a developer to doing customer support after joining Yoast and is now responsible for a team of 10 Support Engineers. He’s active in the WordPress community both as a polyglot, and as a WordCamp and meetup organizer.