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  • James Huff 2:05 am on December 11, 2015 Permalink |
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    December 10th Support Team Meetup Summary 

    New Support Team Representative

    “Everyone? Meet @macmanx. He’s going to be driving from now on and me and @ipstenu will continue to help as needed. Please be real nice to him and support him. He’s very cool.” – @jdembowski

    WordPress 4.4

    Common confusions and known issue are being collected the master list and updated with new information whenever possible. To avoid having to maintain two lists, I’ll just link to that instead. ๐Ÿ™‚

    Make a Release Day Checklist

    We forgot something important this time, our favorite thread title for the master list actually breaks the link. We knew this last time, but we never formalized a checklist, so we forgot.

    Now, we have a Release Day Checklist in our handbook.

    No More Chatter in #forums During Release

    All of the chatter, mostly due to excitement, made it difficult to focus on what mattered. In order to keep #forums filled with only the useful release information and open to collaboration with other teams, we will suspend (or relocate) chatter and go Full Business Mode in #forums for a period of 24 hours once #core starts their pre-release testing on the day of.

    New Forums Administrator

    Welcome to the team, @imazed!

    Support Team Future

    James is going to try to be as consistent as he can with DMing admins, moderators, and top volunteers one-on-one every few weeks. Just to touch base, see how everyone is doing, and see what he can do to help people. It will be safe space, say whatever you need to.

    Next, James is going to be reaching out to the international mentors to establish contacts with someone on each international support team. We’d like to grow a more effective partnership with them, and find some way for us to share knowledge, ideas, and even workload (like those bbPress plugins we need to convert before moving to bbPress 2).

    Both of those are starting December 14th.

    Finally, we’re making as commitment to reaching out to awesome forum volunteers on Slack, thanking them for what they do, and inviting them to hang out in #forums.

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

     
  • Jan Dembowski 9:27 pm on December 6, 2015 Permalink |  

    New Support Team representative 

    Another item from the 2015 Community Summit is that James Huff (@macmanx) is now the new Support Team representative. I will act as his backup and provide assistance and coverage as needed.

    Due to priorย commitments I haven’t been able to spend the time I think is required to correctly represent the Support Team. This was something that I brought up at the summit and after some discussion James agreed to be the next representative.

    I am not leaving the support team or the WordPress community. ๐Ÿ˜‰ I get too much satisfaction from helping people and participating with this group. All of us collaborate online, but together at a WordCamp is a blast and we get a lot done.

    I know James will do a good job. He’s already a key member of the support team and working with him will continue to be great.

     
  • Ipstenu (Mika Epstein) 5:42 pm on July 30, 2015 Permalink |
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    Support Team Meetup Summary for July 23rd 

    Items discussed at today’s Support Team meetup:

    WordPress 4.3 RC1

    People are testing, that’s good. More people should be testing.

    Also, don’t panic, Site Icon controls are now available in the Customizer only.

    If you find a non-alpha/beta post in the Alpha/Beta forums, please feel free to remove it by any means necessary. Let’s keep that place clean.

    OMGWTFBBQ draft post

    Items to add:

    • Cache notice (flush ’em all)
    • Shortcodes may be broken (though they were broken in 4.2.3 so…)
    • Site Icon controls are now available in the Customizer

    Codex Documentation

    Codex for 4.3 needs love – Don’t worry about the function lists, those will be added after the doc-ref is auto-updated.

    Sockpuppets

    If you find a sock puppet thread/review, delete it and block the *not-developer* user. Then email plugins@wordpress.org with all of the details. If @ipstenu is online and active, you can ping her, but the email is more reliable. Especially on weekends and off-peak hours.

    View today’s meetup transcript in the Slack archives. (A Slack account is required)

     
  • Jan Dembowski 1:51 am on May 1, 2015 Permalink |
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    Support Team meetup summary for April 30th 

    Today’s topics covered 2 items.

    Dr. Moderator or: How I Learned to Stop Worrying and Love the Bomb

    I couldn’t think of a good label for the first item and I like that one. This is going to be a long summary. ๐Ÿ˜‰

    Here’s the gist of it: the support team is the first point of contact for most users when it comes to WordPress.ย Thousands of topics later and theย outcome of that contact is a positive experience for the user seeking or providing support.

    Sometimes the outcome isย a negative one. When that happens the tone changes from “Wow, hundreds of users helped, that’s cool!” to “Gee. Theย support forums and those people suck.” That’s unfortunate but it happens. Guess which one travels faster and farther? People are inclined to recall the negative, it lasts longer and has more legs. That has anย impact to how WordPress is perceived as a whole.

    As volunteers providing support, it’s important to keep in mind that almost everyone who posts in the forums has good intentions. It’s easy to over moderate (I’ve done it) but we’ve got to assume that someone who came across poorly didn’t mean to.

    Here’s some support pointers that Andrea Rennick shared.

    1. Assume good intentions.
    2. Answer the actual questionย and then point out what to do next time. Help first, moderate second.
    3. Do it super nice and polite, try to explain. Some people take short brief sentences as more offensive.
    4. Use predefined snippets when applicable. Those are great for when you just can’t be chipper and feel the need to reply anyway. You may have to fake being nice in that case, that’s alright too.
    5. Say sorry a lot. Pretend you’re Canadian.

    The last one got a giggle from most of us.

    Small conversational niceties go a long way and help set a positive tone.ย Text, in the English language anyway, is a poor medium for conveying tone.ย But your words can smooth things over with someone who needs assistance. Just be careful with humor, it may not translate or be well received.

    There are very few genuinely unpleasant people in the forums. If you engage someone and it gets heavy handed then step back and look for a second opinion. The #forums Slack channel is a great place to seek that opinion or help. We’re a team and we all have each other’s back. You are not alone in providing support.

    The last thing to remember? Have fun providing support. Takes breaks and take care of yourself. I enjoy helping people and being part of the support team. But when I or anyone becomes grumpy then take a break or even a vacation. It’s worth it and you’ll come back refreshed.

    Reworkingย the predefined answers in the Support Handbook

    Tim Nash pointed out that the predefined replies may need updating and asked for some help reviewing them. Andrea and James offered to assist and those replies will be checked and updated as necessary. The last time they were worked on was in October 2014 at the Community Summit. They could do with some updating.

    View today’s meetup transcript in the Slack archives (A Slack account is required)

     
  • Jan Dembowski 7:20 pm on February 19, 2015 Permalink |  

    Support Team meetup summary for February 19th 

    Item’s discussed at today’s meetup.

    WordPress 4.1.1 maintenance release

    4.1.1 was released yesterday, please keep an eye out for any weird upgrade topics in the forums. Most users will automatically update and get an email notification without any issue.

    LearnUps

    A LearnUp will be scheduled for Thursday February 26th at 1600 GMT. Just prior to the time a link will be published in the #forum Slack channel. The first LearnUp will be about dealing with spam in the forums and that is oriented for moderators. That said, it’s all transparent and seeing how spam is dealt with could be informative for regular forum members too.

    New User Experience – NUX

    We discussed NUX and @ipstenu shared the link to the make/flow NUX post for the notes from last week’s meetup. Please contribute feedback via the comments there, the NUX work is important and could impact new WordPress users in a great way.

    This segued into a conversation about the Happiness Bar at WordCamps as a way to help people as opposed to in the forums or via IRC. Helping people in person can lead to some instant gratification when you sort out their problem with them.

    Moderator tools update

    @keesiemeijer updated his forum script to version 3.1 and @macmanx shared the link to an updated Recent Forum Activity page. Both are very useful if you are a forum moderator.

    Read today’s meetup transcript (Slack account required to view).

     
  • Ipstenu (Mika Epstein) 5:41 pm on November 13, 2014 Permalink |  

    T-Shirt Ideas 

    The docs team has a t-shirt. Why don’t we? Because we’re incredibly lazy.

    I want to preface this with a reminder: This does not mean we will actually get the shirts. This is an idea, and eventually we’ll need to ask people like @andreamiddleton or @camikaos if we can do this at all.

    Proposed Text

    “You look like a WordPresser that supports 23% of the Internet. – #tyrell14”

    There’s a story there, but if you were at #wcsf you probably heard it. Suffice to say, Tyrell became our meme in a surprisingly safe for work way.

    Proposed Graphic

    Much to @macmanx‘s disappointment, we can’t use an animated GIF. The rest of us sigh in relief.

    I also can’t draw. Or design like that.

    Suggestions Welcome!

    I know the text is a little WCSF centric, but this shirt will be for the folks who were, y’know, at WCSF this year (if possible).

     
    • Matthew 11:09 pm on November 14, 2014 Permalink | Log in to Reply

      Would someone just bulk order them and then sell them?

    • Kathryn 3:49 pm on November 14, 2014 Permalink | Log in to Reply

      Love the idea of a T-shirt! I’m not sure about mentioning a specific percentage since it’s a moving target and quickly goes out of date, so just something to consider.

      • Jan Dembowski 5:40 pm on November 14, 2014 Permalink | Log in to Reply

        I actually like the idea of dating it, especially the #tyrell14 reference (which will almost certainly not make the t-shirt).

    • Jon (Kenshino) 3:17 am on November 14, 2014 Permalink | Log in to Reply

      Hey,

      I actually run a design firm and told @ipstenu that we’ll work on a design – that being said, I hope more people will throw up designs so we can have something to choose from!

      We had some discussions of using Wapuu – and I feel that we could go about this in a few ways –

      Literal support – Wapuu could be infront of a monitor (having a huge sweat drop down the head) – a situation we have all had

      Figurative support – Wapuu could be holding up the WordPress Logo (designed as a Globe)

      All these should be on the back, and the front should be something simple.

      Cheers!

    • Jan Dembowski 11:19 pm on November 13, 2014 Permalink | Log in to Reply

      Pinging @jcastaneda @kenshino for input. ๐Ÿ˜‰

      Ideally each team would do this but I like the idea of doing one for each team that people could buy.

      • Jose Castaneda 3:58 am on November 14, 2014 Permalink | Log in to Reply

        I think that would be awesome for each team to have their own. Have a jigsaw puzzle piece on each one ( or Lego ) and their own tag line of some sort. Polyglots would get a different letter from each language, core could be in ‘code’ elements, themes a paintbrush stylized look, plugins possible cogs.

        These are just random ideas keep in mind. ๐Ÿ™‚

    • Jen 10:44 pm on November 13, 2014 Permalink | Log in to Reply

      If we do shirts for one team we should do them for all the teams to be fair. Would like te make sure the design adheres to our best practices for women (that’s a lot of text to have on your chest at legible size without forcing the below-the-breast reading, so make sure it doesn’t fall down that far, etc). It I’ll check with Matt to see if we can buy shirts for each team in general; if not we could do one for each team that peolpe could buy if we need to.

  • Jan Dembowski 6:42 pm on September 18, 2014 Permalink |  

    Support Team Update for September 18th 

    Items discussed at today’s #wordpress-sfd meetup:

    IRC moderation issues

    While discussing placing a link on WordPress pages for IRC support, the topic came up about off-hour IRC moderation.

    Sometimes a person will go out of bounds in IRC and need moderation. When that happens someone (usually Clorith) shoots an email to the wp-forums list. Given the time differences it could be many hours before anyone gets the message and by that time it’s really too late.

    After some discussion Mika (@Ipstenu) sent Matt an email requesting that Clorith get IRC super-powers to deal with those issues.

    Troubleshooting Handbook

    MacManX has made some edits and additions to the Troubleshooting Handbook section 3. It’s cooked and ready to go so the Blue Welcome Box will be modified to point people there.

    The original support handbook isn’t going away but that’s geared more towards moderators. Some of that information will get put into the Troubleshooting Handbook as links.

    Contributor Team Meetups

    This is a cool item because in person WordPress team meetings don’t happen often. See this post for more details about Community Days from October 27th to the 29th. Part of that will be Contributor Team Meetups and that’s a great opportunity to collaborate in person.

    Please give thought to what the agenda should be for that meeting. “Fix all the things” is already on the list. ๐Ÿ˜‰ This event is separate from WCSF Contributor Day which will be Sunday October 26th (I couldn’t find the link).

    The transcript of today’s meetup can be read at this link.

     
    • MacManX (James Huff) 8:53 pm on September 18, 2014 Permalink | Log in to Reply

      With regards to connecting the Troubleshooting Handbook to the Moderator Handbook, after several iterations, I settled on the sparse and yet to-the-point https://make.wordpress.org/support/trouble/appendix/moderator-guide/ under the Appendix section.

      I wanted to say more there, but there really just wasn’t more to say, and linking to each individual section would just lead to a second place to maintain as things change.

      With that said, I have replace the “detailed handbook” link above with the Troubleshooting Handbook.

  • Jan Dembowski 2:59 am on August 19, 2014 Permalink |  

    Team chat agenda for week #34 

    For any items that you may want discussed in this weekโ€™s #wordpress-sfd meetup please reply in the comments below.

    • WordPress 4.0 beta 4 and preparing for all hands on deck for RC1 and the not that far away release.

    I’ll be unable to attend this week’s meetup (insert Griswold Vacation joke HERE). If someone can write up the notes for make/update and make/support I would be very grateful. Yes, I’m looking at @MacManX, @Ipstenu and especially @Clorith. ๐Ÿ˜‰

     
  • Jan Dembowski 12:20 pm on August 8, 2014 Permalink |  

    Support Team Update for August 7th 

    Items discussed at this week’s #wordpress-sfd support:

    WordPress security release

    Update. Do it now. I’ll wait.

    Versions 4.0 beta 3, 3.9.2, 3.8.4, 3.7.4 were updated and co-released with the Drupal security team. That’s pretty impressive with all those versions and coordination with another platform.

    Please be aware that releases prior to the latest (3.9.2) are not supported and everyone should be encouraged to upgrade.

    WordPress 4.0 beta ongoing testing

    This portion of the meetup was very interactive. @Clorith, @Ipstenu and @MacManX talked about and confirmed a big with the current beta. You can see the whole conversation via this link and Mika raised a new ticket for that issue right on the spot.

    It was like watching the alpha/beta sub-forum being worked on but live. A very cool conversation to watch.

    Contributions to the Troubleshooting Handbook

    At WCNYC’s contributor day there were some new people joining and they could write! That was a great thing and you can see some of that in this page.

    That handbook still needs love and attention but progress is being made. It was great meeting new people who jumped right in and started contributing like that. All Mika and I had to do was ask and provide some input. ๐Ÿ˜‰

    The transcript for this week’s 4 minute early meetup can be read at this link.

     
  • Jan Dembowski 10:30 am on July 18, 2014 Permalink |  

    Support Team Update for July 17th 

    Items discussed at the #wordpress-sfd meetup:

    Status of the handbooks (not just the Troubleshooting one)

    @samuelsidler (sams) asked about the difference between the handbooks and the organization of them. He was at WCKC and there was some confusion when trying to locate items in the handbooks.

    The Support Handbook really is for moderators and people providing support in that role. For example many of the pre-defined replies in that handbook deal with managing topics. That’s for solving forum problems. It’s written for moderators.

    The Troubleshooting Handbook in development is for people who want to assist others with WordPress problems. It’s a different audience and is definitely needed.

    This item neatly segued into the next topic of

    The Troubleshooting Handbook status

    It’s looking good and parts of the new handbook are fleshed out. It still needs content but as @Ipstenu reminded me release and iterate also applies to documentation too. Contributions don’t have to be perfect but they have to be started or things will never get done.

    That last sentence was more of a note to myself but all contributions to the handbook are welcomed. ๐Ÿ˜‰ If you want to contribute but don’t have access then contact me via the comments and we’ll figure something out.

    There was discussion of how and what belongs on the new handbook and the consensus was to keep it basic and inviting to new users.

    Portions of the new Troubleshooting Handbook that do a deep dive into setting up things like WAMP, LAMP, MAMP, VVV, etc. will be directed to other more technical resources. Their will be technical details there (see the break/fix examples) but the goal is to get users started and invite them to provide support.

    We all want to get more people helping and keeping it basic may get that started.

    Section topic titles

    The sections and examples were obtained from @Ipstenu‘s Break/Fix site. The titles work with the content of the article but some of them may be unclear when people are looking around. Those titles are fun though and when you get into the examples you’ll understand Mika’s gift for titles. ๐Ÿ˜‰

    If you have a suggestion for modifying a title in the handbook please ping the gang here.

    BETA!

    I couldn’t figure out a good way to type that title with a Kirk “KHHAANNN!!!” effect.

    The WordPress 4.0 beta1 is out and please test and beat up. There are some nice enchantments (the media library made me yell “Oh that’s cool!”) and feed back is needed and bugs should be reported to the Alpha/Beta sub-forum. For a good status or progress on the beta consider subscribing to make/core.

    When you see topics in the Alpha/Beta sub-forum that have a ticket assigned and posted in that topic please mark that topic resolved. Don’t close the topic unless it becomes a run-away train or off topic in a bad way. Then the usual applies and that topic can be closed.

    The transcript for this meetup can be read at this link.

     
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