Agenda for February 20th Support Meeting

The weekly support meeting will be held on Thursday, February 20, 2020, 17:00 UTC in #forums on Slack. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed!

General announcements

General information from the WordPress community in general, and specifics to the support team, are shared during this segment.

  • WordPress 5.4 beta status, and preparations for the Master List

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

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

13 Feb 2020 Meeting Notes

WordPress beta 1 has been released (https://wordpress.org/news/2020/02/wordpress-5-4-beta-1/). Marius (@Clorith) requests that support volunteers test this release so that we’re ready to help users with the changes. Specific areas to test are the Editor, Site Health, The Editor, and The Editor. (Roadmap for this release is at https://make.wordpress.org/core/5-4/)

International Checkin

The regular International forum liaisons’ checkin all report things are OK in their respective forums.

Yui ゆい (@fierevere) expressed our collective sadness about the cancellation of WordCamp Asia, though we appreciate the concerns for public health. Daniel (@diddledan) noted that public health is priority.

Marcio (@marcio-zebedeu) spread the good news that we now have a new Portuguese Angola (pt_AO) localised forum (https://pt-ao.wordpress.org/support/forums/), and requested help with ideas to form a strategy for providing ongoing support. Marius (@Clorith) suggested that spreading awareness of the new forum to local meet-ups would be a good first step. We all agreed that sharing on Social Media, such as LinkedIn, is an excellent idea.

Open Floor

Joy (@joyously) Requested feedback about a Core ticket because they were unclear on the changes and how to help the user. This appears to be fallout from WordPress 5.3 that we need to be aware of. James (@macmanx) pointed out that we can’t, as support volunteers, control changes to Core and the ramifications to understanding but suggested that we simply take note of the changes. Marius (@Clorith) said that it’s not a good idea to spam the ticket with agreements or me-too comments.

#weekly-chat

Agenda for February 13th Support Meeting

The weekly support meeting will be held on Thursday, February 13, 2020, 17:00 UTC in #forums on Slack. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed!

General announcements

General information from the WordPress community in general, and specifics to the support team, are shared during this segment.

  • WordPress 5.4 beta status, and preparations for the Master List

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

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

February 6 2020 Meeting Notes

2020-02-06 forum support team meeting

https://wordpress.slack.com/archives/C02RQC6RW/p1581008447159700

  • quick summary of the forum ticket scrub
  • all OK with the international fora
  • discusson of javascript issues when http/https mismatch occurs on sites. Will Chrome 80 fix this?
  • open floor:
    • macmanx proposes that Otto write guidelines for moderators and publish them on make.wordpress.org/support. There’s been a lot of pushback on moderation lately.
    • jnash proposes a capability to allow some users to “moderate” the spam queue (or at least, tag items as spam and pending). This led to discussions about whether we just
    • need more moderators. jnash is creating a trac ticket to further the discussion

Agenda for February 6th Support Meeting

The weekly support meeting will be held on Thursday, February 6, 2020, 17:00 UTC in #forums on Slack. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed!

General announcements

General information from the WordPress community in general, and specifics to the support team, are shared during this segment.

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Spam handling and new roles

This is a topic championed by @jnashhawkins.

They propose to introduce a new user level of trusted users to temporarily handle spam in various time-zones, when a majority of our moderators are unavailable, until a moderator is available to look into the cases them selves.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

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

Changes to the support guidelines for linking to off-site resources

After thorough discussions, and observations over an extended period of time, the support team has decided to amend the guidelines, and add a section relating to links for external resources.

It should be noted that this only applies to topics in plugin and theme support forums, and not to the general support forums of WordPress.org, although the spirit behind the guideline should still be adhered to there as well.


The guideline text can be read, and linked to directly, in the Forum Guidelines.

When creating links to other resources

Public links in plugin or theme support topics may only be posted if they meet one or more of the following criteria:

  • The link is to the plugin or theme authors own website.
  • The link is to the plugin or theme authors own support website.
  • The link is posted by the plugin or theme author them selves to an external resource related to the topic.
  • The link is to documentation on the WordPress.org website

Why is this being enforced?

Links may come and go, websites change, URLs change, this all could mean that someone looking for an answer in the future ends up on a topic that only has links to a website no longer running, or to a site now owned by someone else with different content from what is expected.

Most support related websites have guidelines asking users to post their answers in full, instead of linking to different places, and this is why.

By sharing the information on WordPress.org, you ensure that it is kept available for all WordPress users.


As we like to assume good faith, the reasons for us not wanting content linked externally are outlined in such a fashion, but it should be noted that as part of the decision making process, other uses were also mentioned.

Links to personal sites which promote paid resolutions, and attempting to solicit work after the fact, by not providing complete solutions on the forums, were also a driving force behind this change.

By providing this guideline, we also encourage plugin and theme authors to provide their users with good documentation them selves, either by sourcing it through the community and offering it on their own official channels, or by creating it them selves ahead of time.

Both directions help new and existing users alike, by ensuring they get the best possible experience, which in turn leads to higher user satisfaction.


So what does this mean for you, the user?

Well, first of all, we don’t retroactively punish anyone, so even if you had made links in the past, this won’t come back to haunt you.

It does put higher expectations on posting answers, if the plugin or theme author does not have their own proper documentation. We do hope that this is overcome by an initial set of good replies that the authors can adapt into their own FAQs and user documentation though.

And as a final note; We, the support team, and broader WordPress community, thank you for volunteering your time and helping others!

#guidelines

January 30th Support Team Meeting Summary

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

General announcements

WordCamp Asia 2020 is coming up, and with it two posts for the community have been put up which are good to look at.

Forum ticket bug scrub

As we did last year, we’ll be having a bug scrub of meta tickets relating to the support forums.

The primary purpose is to evaluate the validity of the tickets, are there items we no longer feel as strongly are needed, or are there items that should be prioritized differently?

Bug scrub will be at Tuesday, February 2, 2020, 17:00 UTC in #forums on Slack. (a Slack account is required)

If you want to get an overview ahead of time, or just get a head start, feel free to view the component list at https://meta.trac.wordpress.org/query?status=!closed&component=Support+Forums

For anyone who’s never taken part in a bug scrub/ticket triage before, what essentially happens is that the facilitator (in this case, @clorith) prepares a set of tickets ahead of time they’d like to consider.

During the hour, the tickets are provided, a quick summary of what they are about is provided, and then input from the other participants is taken into account to make sure the best choice is made for how to proceed with it later.

Checking in with international liaisons

Members of our community from far and wide took part in this weeks support chat, including (but not limited to) Russia, Italy, Bangladesh, Netherlands and Brazil!

Open floor

During open floor, a hearty discussion about how we approach users, and how words may be conceived in different situations by various users was conducted.

The outcome of this is that volunteers will try to look more closely at the words that are used, and help let each other know if they may be misinterpreted in any way. Hopefully a more balanced pre-defined set of replies to common questions can be constructed from this to help maintain a good relationship with the users.

#weekly-chat

Agenda for January 30th Support Meeting

The weekly support meeting will be held on Thursday January 30, 2020, 17:00 UTC in #forums on Slack. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed!

General announcements

General information from the WordPress community in general is shared during this segment.

WordCamp Asia 2020 is coming up, and with it two posts for the community have been put up which are good to look at.

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

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

January 23rd Support Team Meeting Summary

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

Additions to the guidelines

Most of this weeks meeting time was taken up by discussions about amendments to the support guidelines, and a very good discussion ensured relating to changes in guidelines relating to the use of links in plugin and theme related support topics.

As the subject can be hard to cover, a separate post will be made outlining the changes, and how they may (or may not) affect the average user.

Checking in with international liaisons

Representatives from our non-English parts of the community in Italy, Netherlands, Russia, Greece, Sweden, Brazil, Bangladesh, and India were present this week, and helped broaden our horizones.

Reminder that if you are from a non-English speaking part of our community, we would love to hear from you, as shared experiences are worth more than we can describe!

#weekly-chat

X-post: Get Involved Table at WordCamp Asia 2020

X-post from +make.wordpress.org/community: Get Involved Table at WordCamp Asia 2020