October 24th Support Team Meeting Summary

General announcements

There’s been a few questions, and comments, about access to WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ access being limited from the Chinese region of late, so we figured we’d give some information when possible.

There’s an ongoing issue with a lot of malicious traffic originating from the Chinese region. This is making the WordPress.org security systems limit connectivity from affected areas, and unfortunately also negatively affecting legitimate users.

We’re actively monitoring the situation, and are looking into ways to remedy this for real users, but due to how internet traffic is routed it’s not something that is likely solved quickly.


The initial post for the WordPress 5.3 Master List has also gone up at https://make.wordpress.org/support/2019/10/wordpress-5-3-master-list/.

The Master List is a forum thread created by the support team for every major releaseMajor Release A set of releases or versions having the same major version number may be collectively referred to as “X.Y” -- for example version 5.2.x to refer to versions 5.2, 5.2.1, and all other versions in the 5.2. (five dot two dot) branch of that software. Major Releases often are the introduction of new major features and functionality. of WordPress where we pre-emptively gather information on what users may face and be confused by, mistake for bugs or need ot be aware of. It’s a living document, and as the releaseRelease A release is the distribution of the final version of an application. A software release may be either public or private and generally constitutes the initial or new generation of a new or upgraded application. A release is preceded by the distribution of alpha and then beta versions of the software. lives on the thread is populated with information of broken plugins or themes that impact a larger amount of users, bugs that are discovered etc. This allows us to have one location to reference for information, and to link users towards for troubleshooting steps.


@bethannon1 will be leading the Support Desk (aka Happiness Bar) at WordCampWordCamp WordCamps are casual, locally-organized conferences covering everything related to WordPress. They're one of the places where the WordPress community comes together to teach one another what they’ve learned throughout the year and share the joy. Learn more. US, and is looking for potential volunteers to help staff it. If this sounds like you, feel free to reach out to her!

Checking in with international liaisons

Members from our international parts of the community in Italy, Sweden, India, Brazil, Portugal and Russia were part of this weeks meeting.

We also looked into if the Master List could be made more easily available for translations for our international crew. @tobifjellner has some good insights on utilizing HelpHub/SupportHub once it’s ready for synchronization between locales, and we will revisit this at that point as it becomes more viable when those systems are in place.

Open floor

A question about process with user management was brought forth, in relation to theme submissions on WordPress.org.

Unfortunately, there wasn’t enough information to make informed recommendations on the scenarios mentioned, but we invited those responsible to return to #forums with more details for a more thurough check.

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

For this weeks relaxation, we’re traveling east.

#weekly-chat

December 6th Support Team Meeting Summary

Starting with a quick reminder: It’s OK to take a break, everyone’s been a bit on edge with this releaseRelease A release is the distribution of the final version of an application. A software release may be either public or private and generally constitutes the initial or new generation of a new or upgraded application. A release is preceded by the distribution of alpha and then beta versions of the software., remember that you are volunteers and have no obligations here, walk away and unwind instead if you feel like it, we’ve got this covered.

And as always with major releases, please keep general banter in the #forums SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. room to a minimum to avoid us missing important shared information after a release.

We hope to have the revised support guidelines released this weekend if all goes well, input is still welcome via GitHubGitHub GitHub is a website that offers online implementation of git repositories that can can easily be shared, copied and modified by other developers. Public repositories are free to host, private repositories require a paid subscription. GitHub introduced the concept of the ‘pull request’ where code changes done in branches by contributors can be reviewed and discussed before being merged be the repository owner. https://github.com/ though, and we’ll get it moved to a more appropriate location once the first iteration is out.

The Master List has been updated and is ready for the upcoming release, with the modifications proposed in the associated p2 post.

Checking in with international liaisons

Representatives from the Swedish, Italian, German, Spanish, Russian and Urdu communities took place in our preparational meeting this week!

Open floor

Some questions for the new editor may need various answers we don’t have a predefined reply for, in those cases you can also reference the plugin sticky topic we’ve used before the release.

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

#weekly-chat

New Volunteer Orientation for WP Support Contributors: Dec 9

WP Support Team is planning an orientation session for new Support Contributor volunteers on Sunday, December 9 at 10:30 am CST, in conjunction with Contributor DayContributor Day Contributor Days are standalone days, frequently held before or after WordCamps but they can also happen at any time. They are events where people get together to work on various areas of https://make.wordpress.org/ There are many teams that people can participate in, each with a different focus. https://2017.us.wordcamp.org/contributor-day/ https://make.wordpress.org/support/handbook/getting-started/getting-started-at-a-contributor-day/. at WordCampWordCamp WordCamps are casual, locally-organized conferences covering everything related to WordPress. They're one of the places where the WordPress community comes together to teach one another what they’ve learned throughout the year and share the joy. Learn more. US.

We will “meet” in the #forums SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. channel, and walk through the basics of helping out on the wordpress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ support forums, and give some pointers for getting started. We anticipate that this orientation will last 15-20 minutes.

If you know someone who would like to start helping in the forums, please do encourage them to come and start contributing to WordPress!

To participate, new volunteers will need to create a wordpress.org user account if they don’t already have one, then create an account on Slack and join the #forums channel. If you already have a wordpress.org user account (perhaps you have posted a question in the forums before), then you can use that account.

Long-time volunteers are welcome to participate as a refresher, but we especially welcome any new volunteers who might be interested in helping answer topics in the wordpress.org support forums, whether you are present in Nashville for Contributor Day, or somewhere else in the world. Support is a great place to start helping with WP and give back to the community!

Updating the support guidelines

As we mentioned a few weeks ago, it will be in our best interest to go over our guidelines, and refine them. The current guidelines are a wall of text, which are hard to read, and also not easy to understand for the average user.

The goal should be to refine and condense the guidelines into bite-size chunks that are easy to digest for the average user. We have GutenbergGutenberg The Gutenberg project is the new Editor Interface for WordPress. The editor improves the process and experience of creating new content, making writing rich content much simpler. It uses ‘blocks’ to add richness rather than shortcodes, custom HTML etc. https://wordpress.org/gutenberg/ to help us make a more structured page, so let’s see what we can do.

The guidelines are available via GitHub, where changes can be tracked and discussed. Discussions may also happen on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. in #forums as always, but we should ensure that any discussions on the guidelines that take place there are also summarized in a GitHubGitHub GitHub is a website that offers online implementation of git repositories that can can easily be shared, copied and modified by other developers. Public repositories are free to host, private repositories require a paid subscription. GitHub introduced the concept of the ‘pull request’ where code changes done in branches by contributors can be reviewed and discussed before being merged be the repository owner. https://github.com/ issue.

Support Volunteer Orientation, April 27

Following up on our experiments with previous sessions back in December and February, our next Support Volunteers Orientation session will be on April 27, 2018 2pm UTC.

We will “meet” in the #forums SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. channel, and walk through the basics of helping out on the wordpress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ support forums, and give some pointers for getting started. Experienced volunteers are welcomed as a refresher.

If you know someone who would like to start helping in the forums, please do encourage them to come and start contributing to WordPress!

To participate, new volunteers will need to create a wordpress.org user account if they don’t already have one, then create an account on Slack and join the #forums channel. If you already have a wordpress.org user account (perhaps you have posted a question in the forums before), then you can use that account.

Update: this post originally had the wrong time. Correct time is 14 UTC.

Dealing with Angry Users – Workshop on March 16, 2018

We’re pleased to announce the next workshop aimed at sharing best practices in support. The series aims to boost support skills among all those who support coreCore Core is the set of software required to run WordPress. The Core Development Team builds WordPress., plugins, themes, or anything else in the WordPress ecosphere. (Check out the previous workshops here.) We welcome your ideas for other workshop topics or speakers; feel free to comment here, or find us in SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/..

The workshop

Dealing with Angry Users

No matter what product or service you sell and/or support, problems sometimes arise and your users will be quick to tell you about them. These issues can escalate in a heartbeat, and suddenly you’re getting yelled at. In this session, we’ll look at how to help irate users and restore their trust in the product and/or your company.

Presenter

Mindy Postoff is a Happiness Engineer at Automattic, supporting users of WordPress.comWordPress.com An online implementation of WordPress code that lets you immediately access a new WordPress environment to publish your content. WordPress.com is a private company owned by Automattic that hosts the largest multisite in the world. This is arguably the best place to start blogging if you have never touched WordPress before. https://wordpress.com/ as they work on their websites. She’s worked on the front lines in the service/support industry her entire life, leaving an ever-growing list of happy customers in her wake.

When is it?

Friday, March 16, 2018, 16:00 UTC, (noon EDT) it will run for about an hour and includes Q&A. When adding the event to your calendar, keep in mind that Daylight Savings Time begins in certain parts of the world on March 11.

A link to the Zoom teleconference will be provided in the #forums Slack channel about 10 minutes before the session begins.

How do I join?

The session will be run via videoconference via Zoom, which runs on most desktop and mobile devices. Can’t make it? The session will be recorded and the video posted later – keep your eye on this P2P2 P2 or O2 is the term people use to refer to the Make WordPress blog. It can be found at https://make.wordpress.org/..

Support Volunteers Orientation, Tues, Feb 6, 17UTC

Following up on our experiment with a Support Volunteers Orientation back in December, our next Orientation session will be on Tuesday, February 6, 2018, 17:00 UTC

We will “meet” in the #forums SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. channel, and walk through the basics of helping out on the wordpress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ support forums, and give some pointers for getting started. Experienced volunteers are welcomed as a refresher.

If you know someone who would like to start helping in the forums, please do encourage them to come and start contributing to WordPress!

To participate, new volunteers will need to create a wordpress.org user account if they don’t already have one, then create an account on Slack and join the #forums channel. If you already have a wordpress.org user account (perhaps you have posted a question in the forums before), then you can use that account.

Update: Here’s a link to the Slack transcript of the orientation: https://wordpress.slack.com/archives/C02RQC6RW/p1517936476000193

January 25th Support Team Meeting Summary

General announcements

We updated the Health Check pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party to v0.9 last night, primarily focusing on user experience, translation fixes bug-squatting.

WordPress 4.9.3-beta1 is out, please test if you can!

A reminder to avoid name-dropping in the #forums SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. room. We are in many ways the public face of WordPress, and perception is a fickle beast. It’s hard to properly convey intentions via text on the internet, and what we say can lose context or be misinterpreted. Let’s help each other to remember not to drop names/usernames in the channel moving forward.

WordPress 4.9.2

No new issues have arisen for 4.9.2 (thankfully, with 4.9.3 on the horizon).

Checking in with international liaisons

The Italian, Greek, Swedish, Portuguese, Russian, German and Hindi communities had representatives present providing feedback and input during this weeks meeting.

Open floor

Our January workshop was this week, check out the recap if you’re interested!

Next workshop will be in March, and our new Contributor Orientation is set for February, announcements for both to follow shortly!

Attendance

@abletec, @alichani, @alichani, @anevins, @bcworkz, @bemdesign, @clorith, @contentiskey, @cristianozanca, @fierevere, @firoz2456, @geoffreyshilling, @hardeepasrani, @macmanx, @numeeja, @pjoannasaurus, @pmfonseca, @stephencottontail, @sterndata, @t-p, @tobifjellner, @vitormadeira, @xkon, @zodiac1978 and @zoonini attended.

 

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

 

Contributor tip
If you ever find yourself in need of guidance when answering a support request, stop by #forums on Slack, we’d love to help!

#weekly-chat

Scaling Support: Dip the Data Bucket Every Day – Workshop on January 22, 2018

We’re pleased to announce the third workshop in a series aimed at sharing best practices in support. The workshops are geared to boosting support skills among all those who support coreCore Core is the set of software required to run WordPress. The Core Development Team builds WordPress., plugins, themes, or anything else in the WordPress ecosphere. (Check out the two previous workshops here.) The support team welcomes your ideas for other workshop topics or speakers; feel free to comment here, or give us a pingPing The act of sending a very small amount of data to an end point. Ping is used in computer science to illicit a response from a target server to test it’s connection. Ping is also a term used by Slack users to @ someone or send them a direct message (DM). Users might say something along the lines of “Ping me when the meeting starts.” in SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/..

The workshop

Scaling Support: Dip the Data Bucket Every Day

The best way to provide high-quality support is to have enough well trained and skilled technicians to provide that support. That’s only possible if you know how heavy your support load is and how rapidly its increasing — if at all. The presentation will walk you through my personal strategy of understanding my support team’s support load and how data influences our week-to-week decisions for hiring new support.

Host

Matt Cromwell is Head of Support and Community Outreach at GiveWP.com and WordImpress.com. He is the author of several popular free plugins, and the Lead Organizer of the Advanced WordPress San Diego MeetupMeetup All local/regional gatherings that are officially a part of the WordPress world but are not WordCamps are organized through https://www.meetup.com/. A meetup is typically a chance for local WordPress users to get together and share new ideas and seek help from one another. Searching for ‘WordPress’ on meetup.com will help you find options in your area. and AWP Facebook group, which boasts over 29K members. He’s a popular blogger at his personal site mattcromwell.com, wordimpress.com, givewp.com, and mediatemple.net.

When is it?

Monday, January 22, 2018, 18:00 UTC, it will last for about an hour and includes Q&A.

A link to the Zoom teleconference will be provided in the #forums Slack channel about 10 minutes before the session begins.

How do I join?

The session will be run via videoconference. Please download the free Zoom app ahead of time. You can run Zoom on most desktop and mobile devices. Can’t make it? The session will be recorded and the video posted later – keep your eye on this P2P2 P2 or O2 is the term people use to refer to the Make WordPress blog. It can be found at https://make.wordpress.org/..

November 16th Support Team Meeting Summary

WordPress 4.9

WordPress 4.9 is out, and as is customary a new Master List has been put up on the forums.

As new bugs, gotcha’s and pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party/theme conflicts are discovered we’ll be updating the thread, so keep an eye on it for any new items.

Remember to keep general chatter in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. to a minimum for the first 48 hours after a releaseRelease A release is the distribution of the final version of an application. A software release may be either public or private and generally constitutes the initial or new generation of a new or upgraded application. A release is preceded by the distribution of alpha and then beta versions of the software., this is done to avoid missing information when it’s being shared at a critical point right after a new release.

Checking in with international liaisons

The Russian, Hindi, Italian, German and Spanish communities are having a good time.

Other topics

The next workshop is scheduled for January, more details to follow, but December is a very busy time for a lot of people so it makes sense for this to right over the new years hump.

Attendance

@anevins, @bcworkz, @bdbrown, @bethannon1, @clorith, @cristianozanca, @fierevere, @firoz2456, @geoffreyshilling, @hardeepasrani, @ipstenu, @jcastaneda, @josearcos, @lasacco, @macmanx, @numeeja, @pmfonseca, @stephencottontail, @sterndata, @t-p, @wido, @zodiac1978 and @zoonini attended.

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

 

Contributor tips
Bring that knowledge of yours to a local meetup, it’s a great way to share and learn among like-minded individuals!

#weekly-chat