April 19th Support Team Meeting Summary

General announcements

Keep updating our public google doc about Gutenberg questions that may pop up from the average user.

Our next upcoming support volunteer orientation is scheduled for April 27th.

 

WordPress 4.9.5

No new issues have been discovered that isn’t already being tackled in one way or another!

 

Checking in with international liaisons

The Italian, Swedish, Greek, Serbian and Brazilian communities had representatives in attendance.

 

Open floor

The notice shown when a post is held for moderation has been modified, and along with this the ability for local forums to modify the moderation timeframe has been introduced.

 

Attendance

@bcworkz, @bemdesign, @bethannon1, @clorith, @cristianozanca, @felipeelia, @firoz2456, @flashbash, @jdembowski, @macmanx, @mindmantra, @nikolam, @numeeja, @pross, @stephencottontail, @sterndata, @t-p, @tobifjellner, @valeriosza, @vishalmukadam, @xkon and @zoonini attended.

 

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

 

Contributor tip
Why not take am oment to relax with your favorite hot beverage and some docu-series about the people working at large infrastructures such as airports or railways? It’s a popular pastime of support volunteers!

#weekly-chat

April 12th Support Team Meeting Summary

General announcements

As with previous weeks, if you’re trying out Gutenberg, or think of questions that pop up that seem like others have/might have, please help populate the common questions document so that we can be as prepared as possible once we start introducing it to a wider audience.

Our next Volunteer Orientation will be held on April 27th at 14:00 UTC, look for a make/support post about that shortly. If you’re not sure what the Volunteer Orientation is, you can read up on it in our summary of the experiment, but in short strokes it’s a way to try and keep people up to date, and new volunteers brought in with a hand to hold)

 

WordPress 4.9.5

No new items have come up for WordPress 4.9.5 beyond the usual local cache issues we see with every release.

 

WordPress 4.9.6

The next version of WordPress will be a short turnaround because of the deadlines for what we wish to get in. Look for it near the end of April/start of May for now, but this is tentative and may change.

 

GDPR FAQ

With the upcoming GDPR, and the inevitable confusion it may lead to for end users, it may be helpful to have a document with common responses. It’s not unlikely that the answer to the majority of questions would be “Please consult a lawyer”, but it’s desirable to have something for the tools we are implementing.

The GDPR working group has this planned, and are on top of it.

 

Checking in with international liaisons

The Swedish, Hindi and Brazilian communities had representatives present for this weeks discussions.

 

Review notifications

When a post is held for moderation we currently inform users that it will be reviewed within 72 hours. Unfortunately users get hung up on “72” and don’t read the bit before it explaining that’s the longest period we expect them to wait.

In light of this, we’ll be modifying the string to instead indicate that their post will be manually reviewed by a moderator to hopefully remove the scare element of the high number.

 

Attendance

@amboutwe, @anevins, @bemdesign, @clorith, @contentiskey, @felipeelia, @firoz2456, @geoffreyshilling, @jdembowski, @macmanx, @nikolam, @numeeja, @sterndata, @t-p, @tobifjellner, @valeriosza, @vishalmukadam, @cthreelabs and Dalton Silveira attended.

 

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

 

Contributor tips
Step away from the computer every now and then, have a cuppa, get some fresh air. It’s good for you

#weekly-chat

April 5th Support Team Meeting Summary

Announcements

  • Common Gutenberg Questions – Keep populating the document if you come upon anything that should be covered by it. The callout may not have been in 4.9.5, but it’s imminent and it never hurts to be prepared
  • The Community Code of Conduct project team is having a survey they’d love to be shared as widely as possible within the community.

WordPress 4.9.5

WordPress 4.9.5 was released two days ago. So far we haven’t had any trouble.

Onboarding

Did you do a volunteer onboarding session with us in the past, and would you be willing to share feedback on it? Or, would you be interested in joining an upcoming volunteer onboarding session?

If so, please reach out to @zoonini in Slack!

In our onboarding sessions, you’ll learn how to use the forums, how to best help people, and you’ll make a few friends along the way. 🙂

Our last onboarding session was in February.

Checking in with international liaisons

The Swedish, German, Brazilian, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@macmanx @otto42 @geoffreyshilling @bcworkz @contentiskey @cthreelabs @zoonini @numeeja @tobifjellner @zodiac1978 @valeriosza @sterndata @firoz2456 @xkon attended.

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

Contributor tips
Are you eager to help people, but you don’t know what to say? We have several pre-written replies that you’re welcome to use!

#weekly-chat

March 29th Support Team Meeting Summary

Announcements

WordPress 4.9.4

WordPress 4.9.4 has been out for a while. So far we haven’t had any trouble.

Meeting Time

Following the rest of the globe switching to Daylight Saving Time, and by majority vote, the meeting time will remain at 17:00 UTC (exactly where it is right now) with the hope that we never change the time again.

Therefore, the next meeting will be Thursday, April 5, 2018, 17:00 UTC.

Checking in with international liaisons

The Russian, Swedish, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@macmanx @sterndata @geoffreyshilling @t-p @contentiskey @abletec @firoz2456 @fierevere @nikolam @bemdesign @cthreelabs @clorith @bethannon1 @ipstenu @anevins @howdy_mcgee @numeeja @stephencottontail @tobifjellner @xkon @otto42 @jdembowski attended.

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

Contributor tips
Please consider contributing to WordPress by testing for bugs. Less bugs means less support topics.

#weekly-chat

March 22nd Support Team Meeting Summary

As mentioned in the agenda post, this was all about the upcoming callout to invite users to test the Gutenberg editor.

@karmatosed covered our needs nicely:

-Solid, robust docs: including docs for those supporting and education on Gutenberg common issues.
-Solid, robust reporting routes: no matter what system (trac/github/owls)
-Solid support forum monitoring by more than me
-Solid triage of bugs that come in

 

Robust documentation

The first item, docs, is being collaborated in a Google Document to gather common questions (and answers) that we see now, and are likely to see when users get involved.

 

Reporting / Triaging

Second item, reporting, is a bit more tricky. Currently issues are filed on GitHub. We’ve historically created Trac tickets for users (those who are comfortable with Trac) when we’ve had core updates.
It’s therefore not unlikely that those comfortable with GitHub may create issues there on behalf of the users, so that users can focus on a foru mtopic and not need to worry about various other platforms.

The format we’ve used in the past is as such:

  • Confirm forum post is a legitimate issue
  • Check if a ticket already exists for this issue
  • Create a new ticket if one does not exist
  • Respond to the user, acknowledging the issue or enhancement they had, and link to the created ticket so they can follow along at their own pace if they so desire.

 

Monitoring

When changes are proposed, users can often become get very passionate, it’s therefore important to keep tabs on what is going on. the modlook tag is still monitored by moderators, but this may not always be ideal, and there are a few other scenarios to consider.

We want to keep as much of the Gutenberg feedback on the plugin support forum for Gutenberg it self, this both helps containing information in one location, and avoids confusing other non-testing users across the forums as a whole. The easiest way to keep track of incoming Gutenberg topics is to follow the gutenberg tag, this also means we can tag topics outside the plugin forum with gutenberg.

Grabbing a mods attention may be desired without having to leave a reply to tag something with modlook, for this the #forums Slack channel is ideal, leave a link in the channel, we can agree on a prefix term to use that moderators can have pings enabled for, this would allow an available mod to look at the topic in question within a more reasonable time.

 

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

#weekly-chat

March 15th Support Team Meeting Summary

General announcements

Our next workshop is tomorrow, March 16th. Make note of the time, because daylight savings is in effect in some areas, and timezones may have shifted.

Dealing with Angry Users – Workshop on March 16, 2018

 

Last weeks ticket scrub lasted for some time, to include all who had a desire to. We’ve closed out a lot of old tickets, and re-prioritized existing tickets to have a better idea of what needs worked on moving forward.

 

WordPress 4.9.4

No new items have sprung up yet. We’re eagerly watching the progress of 4.9.3 sites being updated, but nothing beyond this.

 

Checking in with international liaisons

We had contributors from Italian, Swedish, Russian, Germany and Spain around for our weekly chat today.

 

Open floor

A question about how to handle sending users off-site to get support was put forth. It’s perfectly fine for an author to request that a user use their own support system, but we draw a very clear line that they’re not allowed to ask users to submit login details on any external site.

Also a note that we’ve seen an influx of authors asking for remote access using tools like Skype screen share, Team Viewer and the likes. This is considered asking for access, and is treated as a guideline violation just like asking for login credentials. Our Guidelines have been updated to reflect this by no longer explicitly mentioning asking for credentials, but instead point out asking for any kind of access is listed as a violation.

We’ve also got our Health check Plugin for support situations, and would love to hear some real-life feedback on how it’s working out and what impressions others are having. Reviews are not the best way to gauge this, so if you use it, let us know how it worked out for you!

 

Attendance

@alichani, @anevins, @bcworkz, @bemdesign, @clorith, @cristianozanca, @danhgilmore, @fernandot, @fierevere, @firoz2456, @flashbash, @jdembowski, @keesiemeijer, @kimwhite, @macmanx, @matteospi, @nikolam, @stephencottontail, @sterndata, @t-p, @tobifjellner, @zodiac1978 and @zoonini attended.

 

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

 

Contributor tip
If a conversation has you feeling uncomfortable, reach out to an admin. We’re here for you, and will do what we can to ensure you have a good experience.

#weekly-chat

March 8th Support Team Meeting Summary

General announcements

Support bug scrub, Friday March 9th, we’ll be working through Meta tickets for the support forum component.

Support bug scrub!

The community team is looking for feedback on their Community Code of Conduct (CCoC) before it goes out to meetup organizers.

WordPress Community Code of Conduct Survey Draft

Upcoming support workshop: Dealing With Angry Users on March 16th!

Dealing with Angry Users – Workshop on March 16, 2018

WordPress 4.9.4

No new items have popped up for 4.9.4 (yay!)

Checking in with international liaisons

Community members from Greece, Russia, Germany, Brazil, PortugalSweden and Spain stopped by to let us know things were going well.

If you’re from any non-English communities, let us know, we love to exchange experiences with you all!

Open floor

The US has their daylight savings time change coming up this weekend. We will not be moving our meeting time yet, we will wait until the rest of the world also switches over, and re-evaluate it at that time.

There’s a sore thumb on our reputation of awesome community support, the multisite sections. Multisite often requires special knowledge, if anyone is familiar with it, we’d love you all very much if you could spend a few minutes a week looking for topics of interest to help users out with!

Attendance

@abletec, @anevins, @bcworkz, @bemdesign, @bethannon1, @clorith, @felipeelia, @fernandot, @fierevere, @firoz2456, @geoffreyshilling, @jdembowski, @macmanx, @nikolam, @numeeja, @pmfonseca, @sergeybiryukov, @sterndata, @t-p, @tobifjellner, @xkon, @zodiac1978 and @zoonini attended.

 

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

 

Contributor tips
Is your company doing five for the future or similar something similar? Reach out to a forums admin, we’ll help get you sorted out any way we can!

#weekly-chat

March 1st Support Team Meeting Summary

Announcements

  • HelpHub draws ever closer, please read about the current state of it, as it affects our support efforts
  • We have an upcoming support workshop on March 16: Dealing with Angry Users
  • Just a reminder that WordPress 4.9.3 broke automatic background updates, so if you encounter anyone still on 4.9.3, please kindly direct them in how to update manually from Dashboard > Updates.

WordPress 4.9.4

WordPress 4.9.4 has been out for a week. So far we haven’t had any trouble.

Checking in with international liaisons

The Russian, Italian, Swedish, Portuguese, Spanish, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@stephencottontail @macmanx @lasacco @cristianozanca @firoz2456 @jdembowski @bethannon1 @anevins @numeeja @bcworkz @zoonini @sterndata @fierevere @contentiskey @t-p @otto42 @zodiac1978 @howdy_mcgee @tobifjellner @pmfonseca @fernandot @xkon @sergeybiryukov @clorith @yaniiliev attended.

And, a special thanks to @stephencottontail for leading the meeting while @clorith was traveling!

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

Contributor tips
If you simply use WordPress, you already know enough to help people. It’s ok to seek out topics that you’re comfortable with. You don’t have to know everything to make an impact in someone’s WordPress experience.

#weekly-chat

February 22nd Support Team Meeting Summary

General announcements

A reminder that if you flag a user you should always add a user note and leave a reply informing the user that they are flagged and why. If we don’t educate the users they are destined to repeat the error because they might not have know in the first place. We can also warn users without instantly flagging them, friendliness begets friendliness.

The docs team is getting ready with Help Hub (phase 1), and are looking for some support with picking the issues most users face, and gettign that right for users. if anyone wishes to help with this, please contact @atachibana, on Slack, who is facilitating the article efforts for the team.

 

WordPress 4.9.4 status

No new issues for 4.9.4 have cropped up. A quick note to encourage users showing on 4.9.3 to hit the update button, as a bug in the update script will prevent automated updates for these users until they are on 4.9.4 (4.9.3 is the only affected version, any earlier will still receive automated updates as usual).

 

Checking in with international liaisons

We had representatives from Russia, Spain, Italy, Greece, Sweden and Portugal present during our meeting.

A small emphasis on how much we value international community members partaking, it really helps the group grow, and shows just how widespread we are. So if you have been on the fence about joining (or just saying hi), we would love to hear from you (or if you are from one of the many recurring communities but feel like you shouldn’t speak up for your locale, we have no problems with multiple representations!)

 

Open floor

The outline for our online volunteer orientation is coming along nicely, and is currently being shared with the Italian community. If anyone else is interested in adapting it for their own communities, please reach out to @bethannon1 and she will help get you situated.

 

Attendance

@anevins, @bcworkz, @bemdesign, @bethannon1, @clorith, @contentiskey, @cristianozanca, @danhgilmore, @fernandot, @fierevere, @firoz2456, @howdy_mcgee, @jcastaneda, @keesiemeijer, @nevma, @numeeja, @pmfonseca, @pross, @ramthas, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tnash, @tobifjellner, @xkon and @zoonini attended.

 

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

 

Contributor tip
Looking for more ways to get involved? Give the Make Directory a view, you might find other interesting teams as well!

#weekly-chat

February 15th Support Team Meeting Summary

General announcements

HelpHub work has started back up, this will see a change to the front page of WordPress.org/support, and we’ll introduce some editors as well to handle articles that will be published there.

 

WordPress 4.9.4

No new issues have been discovered for WordPress 4.9.4 that aren’t already tracked on Trac.

 

Checking in with international liaisons

The Russian, Italian, Portuguese, Brazilian, Swedish and German representatives were in attendance this week.

 

Attendance

@alichani, @anevins, @bcworkz, @clorith, @cristianozanca, @fierevere, @geoffreyshilling, @howdy_mcgee, Hudson Valley Web Design, @mariovalney, @numeeja, @pmfonseca, @sergeybiryukov, @sterndata, @t-p, @tnash, @tobifjellner, @williampatton, @zodiac1978 and @zoonini attended.

 

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

 

Contributor tip
Don’t get too hung up on things, it can be infuriating, move along and it may come to you subconsciously at a later point.

#weekly-chat