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  • 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).

     
    • 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 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. :)

    • 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!

    • 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).

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

      Would someone just bulk order them and then sell them?

  • 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.

     
  • Jan Dembowski 1:37 am on June 20, 2014 Permalink |  

    Support Team Update for June 19th 

    I was unable to attend today’s #wordpress-sfd meetup but there was good representation and a lot was covered. Mika wrote a really good amount of material and sent it to the wp-forums list. I also wanted to thank @Ipstenu for driving the meetup but it’s really more than that.

    Mika? You’re fantastic and inspiring. Some days volunteer work (any work) can be a drag so if that happens just read this: Thank you for everything you do. It’s really appreciated. ๐Ÿ˜‰

    The Troubleshooting Handbook

    Much of the Break/Fix site is now imported into the Troubleshooting Hanbdbook

    https://make.wordpress.org/support/trouble/

    This is a work in progress please feel free to volunteer content. This remains a great idea.

    Sock Puppetry

    Sock Puppetry is when one person (or company) makes duplicate accounts to either troll others or bump their own plugin or theme. It’s not cool and those new accounts get blocked when found and their posts deleted.

    When a moderator comes across that and it’s related to a plugin author then please notify the plugin team at plugin [at] wordpress.org with the details. If a theme author is doing thatย then I think you can ping the theme reviewers list.

    I don’t think I’ve come across a theme author engaging in sock puppetry myself. You can always notify the wp-forums list if you’re not sure.

    How to Pick Moderators and some Handbook Cleanup

    Mika wrote a good and lengthy email to the wp-forums list and I’m going to include that here in today’s update.

    Since this DOES get asked now and then, we banged around an idea to not so much formalize the process, but explain what’s going on.

    That said, before I get to the new thing I’d like to add, I’ve fixed the structure of the handbook so we have forum moderation under the ‘Contributing to the WP Forums’ section. I also cleaned up a lot of the stuff that was in the “I …” format, since that was from my emails ages ago, and needed updating. I also consolidated some pages and added a couple new ones.

    NEW PAGES:

    https://make.wordpress.org/support/handbook/getting-started/faq/
    https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/
    https://make.wordpress.org/support/handbook/other-support-locations/

    EDITED PAGES:

    https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/forum-moderator/

    Added: Rule 6: Youโ€™re here to help people, not preach about right and wrong.

    https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/forum-moderator/administration-overview/

    Added: We have guidelines, not rules, for a reason: guidelines should be followed, rules <em>must</em> be followed. Never let the literalness of the guideline override your common sense. After all, we’re here to help people, not build a wall to keep people out.

    https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/forum-moderator/bbpress-basics/

    Added a reminder: We don’t like to call it bozing in public (even on this list) becuase it’s 99.99999% of the time taken the worst way possible. Try to call it b-tagging, and never ever EVER tell them they were bozo’d, tell them their account was set to require moderator approval on posts.

    PROPOSED EDIT:

    https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-forums/

    Forum Moderator:

    If you’re interested in being a forum moderator, that’s awesome! We don’t have a formalized process for getting new mods, but here’s how we handle it:

    We’re a team. We pick people we feel will work well with the current members, uphold the high level of support and friendliness of the forums, contribute with no adverse ulterior motive, and be a polite member of the forums in the face of raging anger.

    What do we mean by ‘adverse ulterior motive’? It’s actually pretty simple.

    • Contributing to the forums to help people while learning more about WordPress is good.
    • Posting replies only to get people to use your plugin/service/product is NOT good.
    • Using your moderator powers to determine a poster is hosted by your company, and asking them to contact you/your company is good.
    • Using your moderator powers to get a poster’s email address to contact THEM about your product/service is NOT good.
    • Asking to be a mod because you’ve been tagging posts for spam cleanup, email/personal information/passwords removal, and make sticky posts for major issues is good.
    • Asking to be a mod because it will make you contribute more is NOT good.

    If you can’t tell, the idea here is to do good for the sake of doing good. It’s not that we’re looking for people who have no higher aspirations, it’s that the aspiration we’re looking for is very self evident when it exists. And certainly you don’t have to be altruistic about WordPress to be a moderator. Some of us are encouraged by our companies to volunteer, in order to help the community. But that’s really the point. We’re looking for people whose goal matches ours: Make WordPress better for everyone.

    Not being asked doesn’t mean you lack those qualities, however, nor does it mean we feel you’re a bad person. There is no magical combination of actions to be picked as a mod, and many people, even those who ask about being one, are surprised the day that they’re asked if they’d like to be one. The reason is that the absolute best moderators are the ones who are just going to do what they do, regardless of formal recognition. They see something that needs doing, and they do it.

    And THAT is what we look for.

    Mika A Epstein (aka Ipstenu)

    The transcript of today’s #wordpress-sfd meetup can be read at this link.

     
  • Jen 5:04 pm on June 19, 2014 Permalink |
    Tags: ,   

    WCSF/Team Meetup 

    Howdy again, folks. We’re working on making sure we have enough room blocks to make sure all the contributors who are coming in October can get a decent rate (or have a room provided by us if needed). Some of you replied to my post from last week and filled in the survey so I’d know you were planning to come, but some haven’t. I just want to make sure we count everyone. For example, @jdembowski, @podz, @clorith, and @jerrysarcastic didn’t fill in the survey. Maybe you guys don’t plan to attend due to timing conflicts or other reasons, or maybe you do but didn’t fill in the survey. Help me help you! :)

    Hit the survey if you are an active member of this team so we can count you and see if you’d be able to stay for the whole time etc while we are creating room blocks. If you are not going to attend at all, please leave a comment on this post saying that and I won’t bug you anymore. If you would come but are concerned about the cost, hit the survey to be counted, and then go fill in the application for travel assistance. We have a budget for this, so let’s not allow money to prevent active contributors from attending.

    If you didn’t read the post before, the plan is:
    Sat/Sun — WCSF conference
    Monday — community summit
    Tues/Wed — team meetups (i.e. the support team being together in a place to talk issues, make plans, work together, etc)

     
    • Jen Mylo 5:21 pm on June 19, 2014 Permalink | Log in to Reply

      Also: In that survey, a lot of people say they’re active with the support team, but I don’t necessarily see recent activity from them, so I wonder if they checked the box just meaning they’d done support at some point vs being an active part of the team now. One of these days we’ll get around to making team pages for all the teams, but in the meantime, could you folks (esp @jdembowski and @ipstenu) tell me who on this list is actually active in support? It’s not to deny anyone a place at the event, it’s to coordinate our rooms blocks since we’re going to be spread among 3-4 hotels, and if I can I want to put teams in the same hotel to make it easier for them to connect. Some people are or have been active with more than one team, so this is step 1 of figuring out who to put where.

      People who identified themselves as “actively involved with the support team, including forums, irc, etc”:
      Cousett Hoover, Paul Clark,John Jacoby, Chris Olbekson, Drew Jaynes, Asif Chowdhury, Keith Messinger, Scott Wyden, Kivowitz, Valent Mustamin, Christine Rondeau, Jose Castaneda, Mika Epstein, Ed Caissie, Sergey Biryukov, Ayman Al Zarrad, Russell Fair, Otto.

      • Sergey Biryukov 6:43 pm on June 19, 2014 Permalink | Log in to Reply

        To be clear, I checked the support box mainly because of my activity on ru.forums.wordpress.org. I also monitor the Alpha/Beta forum, but my main focus is core.

        • Jen Mylo 5:31 pm on June 20, 2014 Permalink | Log in to Reply

          Cool. I already have you grouped with core on my plan, I just didn’t want to edit the response lists in case there was something I was missing. :)

      • Christine Rondeau 11:07 pm on June 23, 2014 Permalink | Log in to Reply

        I’ve been active’ish now and again, but not as much as I used to. I’m coming to SF for sure, but I’ll be staying at a friends place.
        Thanks

    • Scott Wyden Kivowitz 12:11 pm on June 20, 2014 Permalink | Log in to Reply

      I work for Photocrati, so I’m involved with support for NextGEN Gallery.

    • Siobhan Bamber (siobhyb) 9:23 pm on July 19, 2014 Permalink | Log in to Reply

      Hi @jenmylo: I held back on applying to the Community Summit as I haven’t contributed actively to the Open Source project in the past couple of months, however, this was only due to some personal commitments taking my time rather than not being interested in contributing any more. I’ve filled in the survey to hopefully attend the Summit, I’d be able to fund my own travel and accommodation.

  • Jan Dembowski 10:18 am on June 17, 2014 Permalink |  

    Team chat agenda for week #25 

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

    • Ping @jerrysarcastic about You Know Whatโ„ข ๐Ÿ˜‰ (specifically about importing content from @Ipstenu‘s Break/Fix site)

    I’ll be most likely unable to attend this weeks meetup (What did Mika say? Oh yeah, end of school year “life thing”) but I will post the summary of the meetup online.

     
  • Jan Dembowski 10:12 am on June 13, 2014 Permalink |  

    Support Team Update for June 12th 

    Items discussed at the #wordpress-sfd meetup:

    The Troubleshooting Handbook

    The discussion was about organizing the ToC and getting the content from @ipstenu‘s Break/Fix site into that new handbook.

    Markr (@podz) had put together a spreadsheet and shared it online that divides the new handbook into section. We agreed that those sections made sense. It’s not set in stone but it’s a good start.

    Once there is content in the new handbook I will add a link to that handbook in the make/support sidebar.

    Contributors wanted!

    Too bad there’s not a “Uncle WordPress wants YOU” graphic lying around. I think grumpy cat is more the support team’s mascot. ๐Ÿ˜‰

    The Troubleshooting Handbook will need content. The posts that @ipstenu has in her break/fix site will be migrated/copied to the new site by @jerrysarcastic and I’m itching to write a post for the “Giving Support” section.

    But there are many examples in the support forums and in IRC that can and should be used in the new handbook. If you’ve seen or contributed a post for plugin or theme support that struck you as a particularly good answer (and I’m looking at @josh401, @jnhghy and @emg as a blatant andย not soย subtleย attempt on my part to get content) then that can be used.

    If you’ve wanted to contribute or have a post for consideration please share it in the comments. Even a link to a support topic or IRC conversations can get the

    The transcript of the meetup can be read at this link.

     
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