February 14th Support Team Meeting Summary

Checking in with international liaisons

We had representatives from our Italian, Swedish, Dutch, Russia, Urdu and Brazilian communities. We had some discussions about the upcoming 5.1 release, and the Update PHP information page.

Open floor

WPBot, the IRC utility bot for WordPress support, got an infrastructure update this week, and also got given some automated moderation tasks to handle ongoing spam in the IRC chat.

The idea of a support appreciation day was also mentioned, so as not to lose track of it, as this is something we would still like to get going.

Attendance

@abdullahramzan, @amboutwe, @bcworkz, @binarywc, @bph, @clorith, @contentiskey, @cristianozanca, @diddledan, @felipeelia, @fierevere, @howdy_mcgee, @jdembowski, @jeroenrotty, @JNashHawkins, @joyously, @keesiemeijer, @macmanx, @numeeja, @RDD, @sterndata, @t-p and @tobifjellner attended.

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

My battery is low, and it’s getting dark.

Opportunity’s last message, paraphrased

#weekly-chat

February 7th Support Team Meeting Summary

Apologies for the tardiness, flu season was brutal, we’re back up and running now!

General announcements

Gutenberg 5.0 landed yesterday, and includes so many widgets as blocks! So if you’re excited about that, give it a spin, see how things are working and partake in improving on things that aren’t working as expected. Widgets as blocks are still experimental-sort of, after all.

Checking in with international liaisons

We had representation from Sweden, Italy, Netherlands and Russia during this weeks gathering.

Open floor

It’s hard to show appreciation for support volunteers, to help with this we’re looking at doing what many others have done, and having a special appreciation day, where we promote the giving of thanks to those that give of their own time. This will of course be an all year endeavor, but one day a year we’ll focus heavily on it to spread the word.

Attendance

@amboutwe, @bcworkz, @bemdesign, @bethannon1, @binarywc, @clorith, @contentiskey, @cristianozanca, @diddledan, @fierevere, @firoz2456, @howdy_mcgee, @jcastaneda, @jdembowski, @JNashHawkins, @joyously, @kenshino, @macmanx, @numeeja, @RDD, @sterndata, @t-p and @tobifjellner attended.

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

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January 31st Support Team Meeting Summary

Apologies for the tardiness, flu season was brutal, we’re back up and running now!

General announcements

Please help test the new WordPress 5.1 betas, the next version will include notices for users running out of date PHP version (versions lower than 5.6 at first).

Checking in with international liaisons

Members of the Swedish, Russian, Italian, Spanish, Greek, Hindi, Urdu and Dutch communities were present and giving updates on how things are going for them this past week.

Attendance

@abdullahramzan, @bcworkz, @bemdesign, @bethannon1, @binarywc, @contentiskey, @cristianozanca, @fernandot, @fierevere, @firoz2456, @hardeepasrani, @howdy_mcgee, @jcastaneda, @jdembowski, @JNashHawkins, @keesiemeijer, @luciano1969, @numeeja, @otto42, @RDD, @sterndata, @t-p, @tobifjellner, @verygoode and @xkon attended.

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

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January 24th Support Team Meeting Summary

General announcements

Handbook audit

As there were no objections to last weeks notes about doing a handbook audit, we will be kicking that project off soon, with the end goal being a cleaner, more usable handbook for all.

Flagging users, and moderator watch

In other news, we will start removing access from those who are not properly using the moderation tools. This means that if a user is flagged, it is required to add a user note and the user in question should be informed of what it means to be flagged and why they are flagged.

Checking in with international liaisons

Checking in with the Italian, Spanish, Russian, Dutch and Urdu communities, and they’re all looking shiny!

Attendance

@abdullahramzan, @amboutwe, @anonymousraft, @bethannon1, @binarywc, @clorith, @contentiskey, @cristianozanca, @designsimply, @fernandot, @fierevere, @firoz2456, @geoffreyshilling, @howdy_mcgee, @jcastaneda, @jdembowski, @joostdevalk, @joyously, @luciano1969, @macmanx, @numeeja, @presstigers, @RDD, @sterndata, @t-p, @tobifjellner, @vincek1 and @webdevmattcrom attended.

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

When I dare to be powerful – to use my strength in the service of my vision, then it becomes less and less important whether I am afraid.

Audre Lorde

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January 17th Support Team Meeting Summary

General announcements

After looking at the feedback on the summary post, I think we’ll be keeping it as it is at this moment (with auto-completion only of topic participants), although a handful of you said you’d find it useful, that’s not a large portion of users, so we’ll see how this goes for now.

Next up, our support handbook could do with a bit of attention. We’re looking into doing an audit on the content, organizational structure and internal linking to make it easier to use, and easier to find what you need, when you need it. As currently there’s a lot of text walls, and it is also lacking some important information relating to rosetta sites which we would like to include.

The plan is, barring any objections, to start preparations after next weeks meeting, and to perform it via GitHub, much like the recent support guidelines update.

Checking in with international liaisons

Representatives from the Swedish, Italian, Russian, Dutch, Spanish communities were present during this weeks chat.

Attendance

@clorith, @joyously, @t-p, @sterndata, @fierevere, @luciano1969, @bcworkz, @binarywc, @RDD, @firoz2456, @vincek1, @howdy_mcgee, @myselfkhayer, @numeeja, @bethannon1, @jdembowski, @jeroenrotty, @tobifjellner, @cristianozanca, @bph, @macmanx, @bhargavmehta and @fernandot attended.

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

One is happy as a result of one’s own efforts once one knows the necessary ingredients of happiness: simple tastes, a certain degree of courage, self-denial to a point, love of work, and above all, a clear conscience.

George Sand, a French writer, 1804-1876

#weekly-chat

January 10th Support Team Meeting Summary

General announcements

Next up, a reminder to those with moderation powers on WordPress.org forums: If you are archiving posts or topics, or are flagging an account, you always leave a response as to why they were flagged/archived, and what this means. If you are flagging the user, you also add a user note on the topic so we know why, where and when the flag was applied.

More intuitive mentions in the forums

We’ve got a more user friendly at-mention system in place now, which allows you to more easily reference other participants in a topic.

This means if you start a word with @you will have the ability to auto-complete the reference to another participant in the topic you are currently in, reducing the amount of incorrect references made.

There’s the possibility of extending this functionality, so that plugin support reps are included by default when in a plugins support area, if you have thoughts about this please let us know in the comments field, this will only be considered if there’s a legitimate need for it.

Checking in with international liaisons

Members of the Swedish, Russian, Hindi, Dutch, German and Italian communities were present for this weeks discussions.

The German community has expressed concern about losing valuable contributors over a short period. The lack of appreciation and acknowledgement can have a negative impact, and we can hopefully find a way to turn this trend although we have no actionable items at this time.

Attendance

@amboutwe, @bcworkz, @bemdesign, @bethannon1, @binarywc, @clorith, @contentiskey, @cristianozanca, @diddledan, @fierevere, @geoffreyshilling, @hardeepasrani, @howdy_mcgee, @jcastaneda, @jdembowski, @joyously, @luciano1969, @macmanx, @mariovalney, @numeeja, @oclair, @RDD, @stephencottontail, @sterndata, @t-p, @tobifjellner, @verygoode, @webdevmattcrom, @zodiac1978 and @zoonini attended.

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

This has never happened before

Literally every speed runner ever at Games Done Quick

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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!

Attendance

@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

#weekly-chat

December 20th Support Team Meeting Summary

General announcements

We’ll be skipping next weeks meeting, as it falls in the middle of many holiday days for many, and we’ve all earned a day of relaxation and holiday rest.

The refined Forum Guidelines (also referred to as Support Guidelines, so we may re-use them on our other support platforms) are now live. They’re condensed, and many sections have instead been dumped in a “not as critical” FAQ section to avoid as much confusion as possible.

WordPress 5.0.2

Some issues with WooCommerce orders after a core change in 5.0.2, but has been addressed by Woo them selves for now, and is being tracked in #45719

Checking in with international liaisons

Community members from Italy, Sweden, Russia, Netherlands, Brazil, Spain and Greece took part in our festive holiday meeting, there were even Christmas trees, confetti and balloons (in emoji)!

The community in Greece have also moved their forums over to WordPress.org

Attendance

@anevins, @bcworkz, @bethannon1, @binarywc, @clorith, @cristianozanca, @dougaitken, @felipeelia, @fernandot, @fierevere, @firoz2456, @geoffreyshilling, @jdembowski, @joyously, @nevma, @numeeja, @RDD, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tobifjellner, @tokyobiyori, @xkon, @zoonini and TheOddRod attended.

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

I shall call him Squishy, and he shall be mine and he shall be my Squishy!

Dory – Finding Nemo

#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 release, 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 Slack 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 GitHub 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)

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November 29th Support Team Meeting Summary

General announcements

The plan is to launch HelpHub tomorrow, Friday November 30th. This has a slight impact on the support team, as it means the first page you are presented with when you look for support is HelpHub, instead of the list of forums that exist as of right now. This is to encourage self-help first, but it links to a proper list of forums as well for those who feel they didn’t find what they need. The original list of forums still exists as well, and can be found at https://wordpress.org/support/forums and looks like it does today.

The next volunteer orientation has now been scheduled, the details and times are available at 
https://make.wordpress.org/support/2018/11/new-volunteer-orientation-for-wp-support-contributors-dec-9/

In preparation of WordPress 5.0, we’ve now started working on the changes to the Master List that we put out with each release, the collaboration of which is taking place at https://make.wordpress.org/support/2018/11/support-master-list-for-wordpress-5-0/

During the Contributor Day at WordCamp US this year, we’ve been asked to join in discuss a proposal for making Lighthouse more WordPress aware. You can read more about that at https://make.wordpress.org/support/2018/11/wordpress-localized-lighthouse-audits/

Checking in with international liaisons

Our fantastic representatives from the Swedish, Serbian, Dutch, Urdu, Russian and German communities took part in todays chat and provided insights from their sides of things.

Open floor

The not a bug section of our Master List should have a section about how the new editing experience behaves, and questions that may come up from it, see the Google Docs sheet at https://docs.google.com/document/d/1XaARXrJBF9CQ0qNHHbDxvvlZTtyrG7b9scjuFFJll7E/edit#heading=h.vj8fogmps05y for more details.

A quick reminder that we don’t know when WordPress 5.0 lands, and should it be during your holiday periods, there are no obligations to stop by and help users, enjoy your time off!

Attendance

@abdullahramzan, @bcworkz, @bemdesign, @clorith, @contentiskey, @fierevere, @firoz2456, @futtta, @howdy_mcgee, @jcastaneda, @jdembowski, @joyously, @macmanx, @nikolam, @numeeja, @RDD, @sterndata, @t-p, @tobifjellner and @zodiac1978 attended.

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

Don’t walk behind me; I may not lead. Don’t walk in front of me; I may not follow. Just walk beside me and be my friend.

Albert Camus

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