Make WordPress Support

Updates from January, 2013 Toggle Comment Threads | Keyboard Shortcuts

  • Ipstenu (Mika Epstein) 10:49 pm on January 2, 2013 Permalink  

    No Chat Tomorrow – Next Chat Jan 8 

    Due to NYE recovery (and 3.5.1 push) we’re not going to have a scheduled chat until the 8th (that’s Tuesday) at the usual time.

    This week, consider it open-office, or if you’d like homework, please go read Open Issues from 3.5 and comment. I’m looking for issues like ‘Google Pagespeed kills the media uploader’ 🙂 Big stuff.

    See you the 8th!

    • 2100 UTC
    • 9pm London
    • 4pm US Eastern
    • 1pm US Pacific
    • 2:30am (Friday) Bangalore
  • Ipstenu (Mika Epstein) 4:45 pm on December 7, 2012 Permalink  

    IRC Meetup Recap – Dec 6 

    Yesterday’s meetup was going over the support points for 3.5, writing a kick ass doc (thank you @raggedrobins ) for JS debugging, tweaking the wiki, and getting the ZOMG! post ready.

    Next week will probably be cleanup from 3.5 and going over anything we’ve learned to make the next time better.

    Also! Starting January I want to have ‘rotating’ meeting times, since support is way worldwide. If you can comment with the best time (in UTC hours) for the IRC meetup, that will help a lot 🙂

  • Jen 6:50 pm on November 19, 2012 Permalink
    Tags: Documentation, teams   

    Per discussions at the community summit, Documentation is now a separate official contributor group. @raggedrobins will be the acting team rep. Have at it, folks!


  • Siobhan 12:48 pm on November 16, 2012 Permalink  

    Handbooks: Teams and Templates 

    Over the past few weeks I’ve been getting in touch with people who I’d like to see involved with the handbooks. I’m going to continue to do this over the next few weeks as we get started on working. I just wanted to give you an update on teams and templates.


    Here’s who we’ve got so far:

    [update: am adding more people to teams as they contact me]


    Daniel Bachuber
    Japh Thomson

    Andrea Rennick
    Scott Basgaard
    Christine Rondeau
    Dean Robinson
    Phil Erb
    Mika Epstein

    Plugin Dev
    Pippin Williamson
    Dougal Campbell
    Tom McFarlin
    Thomas Griffin
    Maor Chasen
    Justin Sainton

    Theme Dev
    Chris Reynolds
    Tammie Lister
    Rachel Baker
    Jay Hoffman

    Theme Review
    (no one so far 🙁 )


    Brandon Dove
    Ryan Imel
    Aaron Jorbin
    Sara Rosso

    (no one so far 🙁 ) Except Isaac?
    Abhishek Ghosh


    Zé Fontainhas


    Andrea Rennick
    Christine Rondeau
    Dean Robinson

    These things span all of the handbooks:

    General help

    Kari Leigh Marucchi
    Abbie Sanderson

    Shane Pearlman
    @helenyhou or other person from UI
    Mel Choyce


    We definitely need more people so if you know of anyone please send them this post. Or drop me an email: siobhan at wordsforwp dot com and I’ll get in touch with them personally.


    After having chats with different people in different contributor groups and reviewing the material that we have already, I’ve come up with a very loose schema that I think will work across the handbooks.


    All of the things you need to start contributing to this area

    Useful tools to get started

    The different ways that you can get involved in this area

    Tutorials & Guides
    Practical guides to doing what you need to do

    Glossaries etc (maybe useful email addresses etc?)

    Best Practice
    Coding Standards, Best Practices, UI Guidelines, UX Guidelines, Accessibility

    Lists the contributors to that manual.

    This is a starting point, so please do make suggestions based on your own experience. There’s always a danger when you’re creating something generic that you lose the specific, which is why I’ve tried to keep the schema as loose as possible.

    Some other things

    I have a chat with Brad and Pippin about the plugin development handbook. They had some great ideas to keep in mind:

    1. We should use practical examples of code that will help people to learn
    2. We need a syntax highlighter of some description. We did discuss using Gists but then our docs are reliant on Github and that not something we want

    I think there may have been other things so Brad and Pippin if I’ve forgotten something please chime in. Soon we’ll get into discussions about the particularities of specific handbooks I’m sure, but I wanted to note these here for the record

    Next Steps?

    Next steps are as follows:

    1. Come up with schedule and workflow – I’ve got some stuff written down on this but will save for another post! Let’s aim for long term – we don’t want to burn ourselves out.
    2. Schedule some google hangouts with contributor groups and volunteers to discuss best practices
    3. Develop table of contents

    Okay, phew! That was a long post again. Let me know if I’ve missed anything, please do add any suggestions or tell me where things can be improved.

    Most importantly, spread the word. This is an exciting project in its beginning stages and over the next year we’ll be able to create something we’re genuinely proud of and that gets more people contributing to WordPress.

    • Siobhan 2:39 pm on December 21, 2012 Permalink | Log in to Reply

      Everyone: please see updates to this on the docs blog:




      FYI: if you’re volunteering for a contributor handbook, you should already be a contributor in this area. Otherwise it might get complicated writing the docs!

    • curtismchale 9:30 pm on December 11, 2012 Permalink | Log in to Reply

      I could jump in on Theme Review and Mobile.

    • @mercime 4:32 am on November 28, 2012 Permalink | Log in to Reply

      I can help out in Theme Development and Theme Review

    • Isaac Keyet 8:56 pm on November 21, 2012 Permalink | Log in to Reply

      @mrroundhill, @koke, and @daniloercoli will help write the Mobile handbook. I’ll help out as needed as well, but these guys are the lead devs for our main app projects. We discussed the handbook in this week’s mobile dev chat, summary coming to make/mobile shortly.

    • Carrie Dils 8:09 pm on November 19, 2012 Permalink | Log in to Reply

      Not sure where I fit in (Support or Docs?), but I’d like to jump in and help (Andrea made me do it). I’m probably most useful with reviewing, editing, or tutorials.

      • Siobhan 2:12 pm on November 20, 2012 Permalink | Log in to Reply

        We’d love to have your help! Either Support or Docs would be great. I’m also getting people to help with general editing and proofreading.

    • Ipstenu (Mika Epstein) 4:45 pm on November 18, 2012 Permalink | Log in to Reply

      I’m in for Support (heh). And if you need a hand post-reviewing the Plugin one for ‘from the review team’s perspective’ I should be able to.

      Really we should all do ONE and no more than that, if possible. Otherwise we’ll all burn out 😀

      • Siobhan 6:44 pm on November 19, 2012 Permalink | Log in to Reply

        Will add you to support 🙂

        I agree on the only one manual thing, particularly on the bigger ones – i.e. core, plugins, themes, mobile etc.

        Support and Docs should be pretty thin.

        I’ll also add you for reviewing the plugin one.

    • Abhishek Ghosh 8:42 pm on November 17, 2012 Permalink | Log in to Reply

      Umm, I am raising hand for Mobile and Theme Review. Theme Review needs 3-4 neutral peoples. Officially may be @raggedrobins you can keep yourself in the list.

      • Siobhan 6:42 pm on November 19, 2012 Permalink | Log in to Reply

        Thanks! Will add you to Mobile if that’s okay. I will probably add myself to Theme Review 🙂

    • Justin Sainton 6:28 pm on November 16, 2012 Permalink | Log in to Reply

      Feel free to add me to plugins!

    • Mel Choyce 4:28 pm on November 16, 2012 Permalink | Log in to Reply

      I started compiling/throwing together some UI guidelines a little while back: https://docs.google.com/document/d/1ZWPeUSFVYlMxClmHFjuAXuekXcZsLso49G3bDRquHcs/edit It’s kind of fallen to the wayside, but I’d be interested in continuing.

    • Rachel Baker 3:21 pm on November 16, 2012 Permalink | Log in to Reply

      Shouldn’t Theme Dev & Theme Review be together?

      It seems to be that these handbooks would have much overlap, and keeping the content together would make it easier for them to be accurately maintained in the future.

      • christine 3:29 pm on November 16, 2012 Permalink | Log in to Reply

        I agree with Rachel. In fact developing themes without knowing about theme review and guidelines is not great.

      • kwight 3:58 pm on November 16, 2012 Permalink | Log in to Reply

        +1. It would be great to see theme review guidelines and best practices become the norm for theme development in general. The specifics of submitting to /extend/themes would become a footnote, instead of a frustrating new process for devs.

      • Siobhan 6:17 pm on November 16, 2012 Permalink | Log in to Reply

        I did think about putting them together, so here’s a bit of the reasoning behind why I think it’s a good idea to separate them.

        The aim of the handbooks is to get people to contribute to WordPress. They should make it as easy as possible. So rather than being comprehensive manuals that deal with every nuance of a contributor group, they should answer specific questions. For example:

        1. how do I contribute to WordPress core?
        2. how do I create a plugin for the repository?
        3. how do I help out on the support forums?

        When it comes to themes, I don’t think a single handbook that encompasses theme development and theme review is going to be as useful to users. Too much information is a barrier to learning. If someone wants to develop a theme, of course it’s useful for them to know how the theme review process works, but it’s not essential to them creating that theme. What they need to know is how to build a theme suitable for the repository. They shouldn’t have to filter through information about how the theme review team works.

        The theme review manual will be focused on the practicalities of reviewing themes for the WordPress repository. It should be focused on getting people to the point of “hmmm… I’d like to review themes” to actually reviewing themes. They should already know about theme development, and if they don’t we can direct them to the theme dev handbook. (this raises an interesting question about what level of knowledge we assume for each contributor group – i.e. for theme review do we assume that people can develop themes, for plugins do we assume that they are already experts in PHP? That’s something we’ll need to discuss around each manual).


        The theme development handbook will answer the question “how do I develop a theme for the WordPress theme repository?”

        The theme review handbook will answer the question “how do I review themes for the repository?”

        People don’t read documentation, so I think it’s important we give them what they need to achieve what they want to do, and nothing more. We can link to additional information, whether that’s in the codex or other manuals. After all, the handbooks will be one element of getting involved. Contributors are going to learn as more by getting involved with projects, hanging out in IRC chat rooms, and actually doing.

        Does that make sense? For the time being I’d like to conceive them separately. However, when it comes to creating the table of contents we may decide that there is a ridiculous amount of overlap and they should be merged. My concern with that is that by merging them we’re are conflating two different ways of getting involved with WordPress and they may lose their focus.

      • @mercime 8:50 pm on November 19, 2012 Permalink | Log in to Reply

        I agree with Rachel, Christine and Kwight. Theme development without knowledge of Theme Review rules/process == rejected theme.

    • Phil Erb 3:02 pm on November 16, 2012 Permalink | Log in to Reply

      I’ll also help out with Support.

    • Tom Auger 2:06 pm on November 16, 2012 Permalink | Log in to Reply

      As output from WPCS I have been working with Alex King on the Community Dev involvement piece. I think this could probably fit somewhere within the scope of Pathways, though perhaps our scope is a little larger. I would love to find a home for the work we are doing – this sounds like it.

    • Andrea Rennick 1:53 pm on November 16, 2012 Permalink | Log in to Reply

      Put me down for Support & Docs.

    • karmatosed 1:24 pm on November 16, 2012 Permalink | Log in to Reply

      If it helps to fill spaces I can move into the theme review section – maybe that spreads the resources a little?

    • toscho 1:07 pm on November 16, 2012 Permalink | Log in to Reply

      What would be the content of Support?

      • Brian 1:09 pm on November 16, 2012 Permalink | Log in to Reply

        Curious as well.

        • Siobhan 1:43 pm on November 16, 2012 Permalink | Log in to Reply

          Support already has the beginnings of a handbook here: https://make.wordpress.org/support/handbook/

          I guess it would include things like:

          Requirements – what you need to get started – level of knowledge. Encourage people to help answer questions even if they feel that they are still beginners.

          Tools – bbPress, and anything else that people use.

          Pathways – diving in and getting started. Finding an open support request, sorting the support requests to get unanswered ones. eventually becoming a mod, responsibilities etc.

          Tutorials & Guides: bbPress basics, How to Help, (other stuff from here: https://make.wordpress.org/support/handbook/)

          Reference – collection of stock responses. List of moderators

          Best Practice – support best practices. Dealing with problem users.

          Credits – all the awesome people who wrote the beautiful manual.

          That is totally off the top of my head. I’ve never actually provided support, am just in awe of others who do it. But I guess those would be the kinds of things.

    • Siobhan 12:54 pm on November 16, 2012 Permalink | Log in to Reply

      Note to self: handbook translation. Bother @vanillalounge 😀

  • Ipstenu (Mika Epstein) 8:28 pm on August 30, 2012 Permalink
    Tags: Chat, write up   

    Chat Recap – Aug 30 

    We did a lot in an hour!
    Handbook Changes

    The ‘user handbook’ is now at https://make.wordpress.org/support/user-handbook/

    However this is temp! We’re going to build out at https://make.wordpress.org/support/user-manual/ starting with a more clear Table of Contents. Once we have that done, we can bring pages over one at a time. In the mean time, edit in https://make.wordpress.org/support/user-handbook/ and when you’re done tag the page (oh yes, we haz tags!)

    We’re going to try to split the handbook into ‘weeks’ with the goal of being done by WPCS. So two months! (possibly get this so it can be used by https://wordpress.org/extend/plugins/wp-help/ or something similar for end users on their own WP installs?)

    Week One: TOC! Let’s sort out the best way to present the basic info.

    Please go to https://make.wordpress.org/support/user-manual/ and weigh in (yes, comments r good). We’re not doing a straight copy-over, but as we find pages that are relavent, we’ll sort ’em that way. Come up with what sub-topics we should have in each section. We’re trying to KISS, so think of the least technical person you know and start there. Where would they start.

    The TOC will drive the next weeks topics.

    Mod Handbook

    The mod handbook – https://make.wordpress.org/support/handbook/ – needs your love too.


    Nacin List

    @nacin‘s to do 😉

    Wish List

    Things @Ipstenu needs to harangue @otto42 about.

    • Siobhan 10:19 am on September 2, 2012 Permalink | Log in to Reply

      i have copied over all of the stuff to do with editing the codex: https://make.wordpress.org/support/handbook/contributing-to-the-wordpress-codex/

      However, it needs editing to get rid of duplicate stuff and to make it easier to follow and more logical.

      For the record, I hate MediaWiki – I know that lots of people love it but it’s a serious barrier when it comes to getting people to contribute to the codex. People may be able to edit with just HTML but they don’t know that and people do say that they would help if it was built on WordPress.

      Also, eating own dog food? A beautiful, usable WordPress Codex built using WordPress would be a fantastic way to show of what WP can do.

      Update: Could add another to-do on to that list for me to edit the codex contributing stuff in the SP handbook. Will get on it asap 🙂

      • Ipstenu (Mika Epstein) 3:06 pm on September 2, 2012 Permalink | Log in to Reply

        The ability to handle linking on a wiki with juste [[pagename]] and the flat-level design there of is much easier than on WP (there, I said it, okay?). I’ve done tons of doc’ing on both (and installing), and there’s a time and a place for ’em.

        Mind, I think the user manual doesn’t need to be that time or place 😉

    • Siobhan 7:57 pm on September 1, 2012 Permalink | Log in to Reply

      Can we rename the Moderator Handbook as the Support Handbook? Moderator implies forums but the handbook should encompass docs too

    • Siobhan 8:14 pm on August 31, 2012 Permalink | Log in to Reply

      Now that we have tags for pages how about a simple tagging system for the user manual that we can keep consistent? I suggest using:

      Needs input (use the comment form to make a note of what input is needed).

      Erm… dunno what else.

      [P.S. Is it just me that wishes that when I comment on a blog the checkbox that is automatically checked should be “Notify me of follow-up comments by email” rather than “Notify me of new posts by email”? I have to switch them every time]

    • esmi 2:49 pm on August 31, 2012 Permalink | Log in to Reply

      Aha! So would it be OK to start editing the references out and massaging the text appropriately?

    • esmi 11:47 am on August 31, 2012 Permalink | Log in to Reply

      I’m seeing multiple reference to WordPress.com in the handbook. Is this correct or have I missed something (sorry – been out of the loop for a while).

    • @mercime 11:51 pm on August 30, 2012 Permalink | Log in to Reply

      == bbPress/BuddyPress docs need lurve too! ==

      i lurve them both. Wasn’t at the chat so are you referring to https://codex.bbpress.org/ and https://codex.buddypress.org/ or something else entirely?

      • Ipstenu (Mika Epstein) 12:21 am on August 31, 2012 Permalink | Log in to Reply

        Their codex’s 🙂 @raggedrobins pointed out they could use some doc attention.

        • @mercime 3:50 pm on August 31, 2012 Permalink | Log in to Reply

          Thank you Ipstenu. Yes, more lurving needed. Articles in BP codex are updated or added around the time a new version rolls out or whenever needed. Those tasks have been done by BP Core Devs, BP Forums Mods and a few active members of BP community … a mirror to what’s happening at a bigger level with the WP docs I see.

          BP 1.7 is coming up the pipeline with new major theme compatibility features, internal group forums integration with bbPress plugin, new groups panel in wp-admin, among many others. All are welcome to help out now to improve BP docs :-).

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