April 19th Support Team Meeting Summary

General announcements

Keep updating our public google doc about Gutenberg questions that may pop up from the average user.

Our next upcoming support volunteer orientation is scheduled for April 27th.

 

WordPress 4.9.5

No new issues have been discovered that isn’t already being tackled in one way or another!

 

Checking in with international liaisons

The Italian, Swedish, Greek, Serbian and Brazilian communities had representatives in attendance.

 

Open floor

The notice shown when a post is held for moderation has been modified, and along with this the ability for local forums to modify the moderation timeframe has been introduced.

 

Attendance

@bcworkz, @bemdesign, @bethannon1, @clorith, @cristianozanca, @felipeelia, @firoz2456, @flashbash, @jdembowski, @macmanx, @mindmantra, @nikolam, @numeeja, @pross, @stephencottontail, @sterndata, @t-p, @tobifjellner, @valeriosza, @vishalmukadam, @xkon and @zoonini attended.

 

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

 

Contributor tip
Why not take am oment to relax with your favorite hot beverage and some docu-series about the people working at large infrastructures such as airports or railways? It’s a popular pastime of support volunteers!

#weekly-chat

Agenda for April 19th Support Meeting

  • General Announcements
  • WordPress 4.9.5, are we still super green?
  • 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, April 19, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

April 12th Support Team Meeting Summary

General announcements

As with previous weeks, if you’re trying out Gutenberg, or think of questions that pop up that seem like others have/might have, please help populate the common questions document so that we can be as prepared as possible once we start introducing it to a wider audience.

Our next Volunteer Orientation will be held on April 27th at 14:00 UTC, look for a make/support post about that shortly. If you’re not sure what the Volunteer Orientation is, you can read up on it in our summary of the experiment, but in short strokes it’s a way to try and keep people up to date, and new volunteers brought in with a hand to hold)

 

WordPress 4.9.5

No new items have come up for WordPress 4.9.5 beyond the usual local cache issues we see with every release.

 

WordPress 4.9.6

The next version of WordPress will be a short turnaround because of the deadlines for what we wish to get in. Look for it near the end of April/start of May for now, but this is tentative and may change.

 

GDPR FAQ

With the upcoming GDPR, and the inevitable confusion it may lead to for end users, it may be helpful to have a document with common responses. It’s not unlikely that the answer to the majority of questions would be “Please consult a lawyer”, but it’s desirable to have something for the tools we are implementing.

The GDPR working group has this planned, and are on top of it.

 

Checking in with international liaisons

The Swedish, Hindi and Brazilian communities had representatives present for this weeks discussions.

 

Review notifications

When a post is held for moderation we currently inform users that it will be reviewed within 72 hours. Unfortunately users get hung up on “72” and don’t read the bit before it explaining that’s the longest period we expect them to wait.

In light of this, we’ll be modifying the string to instead indicate that their post will be manually reviewed by a moderator to hopefully remove the scare element of the high number.

 

Attendance

@amboutwe, @anevins, @bemdesign, @clorith, @contentiskey, @felipeelia, @firoz2456, @geoffreyshilling, @jdembowski, @macmanx, @nikolam, @numeeja, @sterndata, @t-p, @tobifjellner, @valeriosza, @vishalmukadam, @cthreelabs and Dalton Silveira attended.

 

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

 

Contributor tips
Step away from the computer every now and then, have a cuppa, get some fresh air. It’s good for you

#weekly-chat

Support Volunteer Orientation, April 27

Following up on our experiments with previous sessions back in December and February, our next Support Volunteers Orientation session will be on April 27, 2018 2pm 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.

Update: this post originally had the wrong time. Correct time is 14 UTC.

Agenda for April 12th Support Meeting

  • General Announcements
    • Common Gutenberg Questions – Keep populating the document if you come upon anything that should be covered by it, and further planning.
  • WordPress 4.9.5 was released yesterday, are we noticing any new patterns after this release?
  • 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, April 12, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

April 5th Support Team Meeting Summary

Announcements

  • Common Gutenberg Questions – Keep populating the document if you come upon anything that should be covered by it. The callout may not have been in 4.9.5, but it’s imminent and it never hurts to be prepared
  • The Community Code of Conduct project team is having a survey they’d love to be shared as widely as possible within the community.

WordPress 4.9.5

WordPress 4.9.5 was released two days ago. So far we haven’t had any trouble.

Onboarding

Did you do a volunteer onboarding session with us in the past, and would you be willing to share feedback on it? Or, would you be interested in joining an upcoming volunteer onboarding session?

If so, please reach out to @zoonini in Slack!

In our onboarding sessions, you’ll learn how to use the forums, how to best help people, and you’ll make a few friends along the way. 🙂

Our last onboarding session was in February.

Checking in with international liaisons

The Swedish, German, Brazilian, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@macmanx @otto42 @geoffreyshilling @bcworkz @contentiskey @cthreelabs @zoonini @numeeja @tobifjellner @zodiac1978 @valeriosza @sterndata @firoz2456 @xkon attended.

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

Contributor tips
Are you eager to help people, but you don’t know what to say? We have several pre-written replies that you’re welcome to use!

#weekly-chat

Agenda for April 5th Support Meeting

  • General Announcements
    • Common Gutenberg Questions – Keep populating the document if you come upon anything that should be covered by it. The calout may not have been in 4.9.5, but it’s imminent and it never hurts to be prepared.
    • The Community Code of Conduct project team is having a survey they’d love to be shared as widely as possible within the community.
  • WordPress 4.9.5 was released yesterday, are we noticing any new patterns after this release?
  • 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, April 5, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

March 29th Support Team Meeting Summary

Announcements

WordPress 4.9.4

WordPress 4.9.4 has been out for a while. So far we haven’t had any trouble.

Meeting Time

Following the rest of the globe switching to Daylight Saving Time, and by majority vote, the meeting time will remain at 17:00 UTC (exactly where it is right now) with the hope that we never change the time again.

Therefore, the next meeting will be Thursday, April 5, 2018, 17:00 UTC.

Checking in with international liaisons

The Russian, Swedish, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@macmanx @sterndata @geoffreyshilling @t-p @contentiskey @abletec @firoz2456 @fierevere @nikolam @bemdesign @cthreelabs @clorith @bethannon1 @ipstenu @anevins @howdy_mcgee @numeeja @stephencottontail @tobifjellner @xkon @otto42 @jdembowski attended.

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

Contributor tips
Please consider contributing to WordPress by testing for bugs. Less bugs means less support topics.

#weekly-chat

Agenda for March 29th 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, March 29, 2018, 17:00 UTC in #forums on Slack. (a Slack account is required)

March 22nd Support Team Meeting Summary

As mentioned in the agenda post, this was all about the upcoming callout to invite users to test the Gutenberg editor.

@karmatosed covered our needs nicely:

-Solid, robust docs: including docs for those supporting and education on Gutenberg common issues.
-Solid, robust reporting routes: no matter what system (trac/github/owls)
-Solid support forum monitoring by more than me
-Solid triage of bugs that come in

 

Robust documentation

The first item, docs, is being collaborated in a Google Document to gather common questions (and answers) that we see now, and are likely to see when users get involved.

 

Reporting / Triaging

Second item, reporting, is a bit more tricky. Currently issues are filed on GitHub. We’ve historically created Trac tickets for users (those who are comfortable with Trac) when we’ve had core updates.
It’s therefore not unlikely that those comfortable with GitHub may create issues there on behalf of the users, so that users can focus on a foru mtopic and not need to worry about various other platforms.

The format we’ve used in the past is as such:

  • Confirm forum post is a legitimate issue
  • Check if a ticket already exists for this issue
  • Create a new ticket if one does not exist
  • Respond to the user, acknowledging the issue or enhancement they had, and link to the created ticket so they can follow along at their own pace if they so desire.

 

Monitoring

When changes are proposed, users can often become get very passionate, it’s therefore important to keep tabs on what is going on. the modlook tag is still monitored by moderators, but this may not always be ideal, and there are a few other scenarios to consider.

We want to keep as much of the Gutenberg feedback on the plugin support forum for Gutenberg it self, this both helps containing information in one location, and avoids confusing other non-testing users across the forums as a whole. The easiest way to keep track of incoming Gutenberg topics is to follow the gutenberg tag, this also means we can tag topics outside the plugin forum with gutenberg.

Grabbing a mods attention may be desired without having to leave a reply to tag something with modlook, for this the #forums Slack channel is ideal, leave a link in the channel, we can agree on a prefix term to use that moderators can have pings enabled for, this would allow an available mod to look at the topic in question within a more reasonable time.

 

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

#weekly-chat