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!


@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