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)

#weekly-chat

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

#weekly-chat

November 22nd Support Team Meeting Summary

General announcements

We’ll be putting a post for the 5.0 Master List to be prepared on make/support some time this week.
It will for the most part be much the same format as previous releases, but with a heavier focus on checking for JavaScript errors and conflicts due to the nature of the new editors dependence on it.

In other news, we will be holding another support volunteer orientation during the WCUS contributor day. Like previous iterations it will be pushed through slack, as link sharing and similar is easier that way. A make/support post will be filed for this as well, and non-attendees are also welcome to take part.

Checking in with international liaisons

Participants from Serbia, Russia, Sweden and Germany took part in this weeks slightly quiet chat (holidays!)

Open floor

We had some discussions about ways to encourage users to provide more initial information when creating support requests, and will be looking into improving the “yellow box of steps” that precedes the post boxes on the forums.

A quick summary on the WordPress 5.0 progression was also provided, as we’ve passed the Release Candidate deadline, we are not currently looking at a November 27th release. More details to follow as the release lead team publish it on make/core.

And finally, a reminder that it’s OK to not know everything, feel free to skip questions that you’re uncomfortable with/don’t feel like you know enough about. If you’re not happy answering a question, you are in no way required to take it on!

Attendance

@bcworkz, @clorith, @fierevere, @firoz2456, @jcastaneda, @jdembowski, @joyously, @mukesh27, @nikolam, @numeeja, @sterndata, @t-p, @tobifjellner, @zodiac1978 and @zoonini attended

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

I see now that the circumstances of one’s birth are irrelevant… It is what you do with the gift of life that determines who you are.

Mewtwo

#weekly-chat

August 9th Support Team Meeting Summary

A big thanks to @jcastaneda for leading this one!

WordPress 4.9.8

The new Gutenberg callout is generating more Gutenberg reviews and Gutenberg support topics, and that’s a big win for everyone.

Please continue to test Gutenberg and report any bugs you find after checking the known issues.

Losing Track of No-Reply Topics

Many of us keep an eye on the No-Reply Topics, but it’s important to note that any sort of reply can knock a topic out of that list, including when an OP replies to add more info, or a moderator replies about moving the topic (or some other moderator action).

We don’t really have a great way to avoid that at this time, so it’s recommended to also stop by the Unresolved Topics view from time to time.

Checking in with international liaisons

We had representatives from the Russian, Italian, Swedish, Dutch, and German communities in attendance this week.

Attendance

@jcastaneda @macmanx @joyously @tokyobiyori @t-p @numeeja @fierevere @rdd @bemdesign @felipeelia @bcworkz @firoz2456 @binarywc @sterndata @cristianozanca @abdullahramzan @bph @tobifjellner @zodiac1978 @bethannon1 attended.

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

I always get to where I’m going by walking away from where I’ve been.

Winnie the Pooh, (Christopher Robin, 2018 film)

#weekly-chat

May 31st Support Team Meeting Summary

WordPress 4.9.6

No unexpected issues with the new release, that aren’t already tracked, have been noticed in our regular places this week.

 

Checking in with international liaisons

We had people joining us from the Pakistani, Serbian, Russian, Brazilian, Italian, Swedish communities during this weeks gathering.

 

On topics of GDPR

As always, we can’t give legal advise but we do see users be confused, especially when it comes to externally loaded assets (such as Google Fonts for example).

As WordPress core doesn’t use a CDN for regular assets, we can inform users of this. We do use it for one case though, emoji, and we can inform them of this exception and that there are plugins available to disable this behavior if they so desire.

Our general stance on GDPR topics is still to not offer any official advise on what users need to be compliant, because our volunteers shouldn’t be held accountable for anything that may relate to legal matters. The general information topic that was posted last week covers this and can be a good asset also for rosetta sites (or for translating if they so desire).

 

Attendance

@abdullahramzan, @abletec, @amboutwe, @anevins, @bcworkz, @bemdesign, @clorith, @contentiskey, @cristianozanca, @felipeelia, @fierevere, @joyously, @lasacco, @nikolam, @numeeja, @presstigers, @stephencottontail, @sterndata, @t-p and @tobifjellner attended.

 

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

 

Contributor tips
Remember that you can walk away from a support request at any time. Tempers run hot under the summer sun, and users may be a bit on edge, you’re not forced to help them, and should always think of your self first.

#weekly-chat

May 24th Support Team Meeting Summary

General announcements

Auto-updates for WordPress 4.9.6 were enabled last night, and should be flowing out steadily at this time.

WordPress 4.9.6

Besides the usual need to clear caches after an update (especially one that includes editor updates).

We can note that there is a known regression in TinyMCE which may cause a handful of plugins to break when viewing the editor. The core team is already aware of this and are working on sorting that.

 

The GDPR approaches

Shelters are stocked for a weekend of fun! With the forums seeing around ~10k GDPR related topics and posts on the forums, we’re expecting more once the regulations kick in on the 25th. To address this, and the constant topics on plugin pages asking if they’re compliant or not, we’ve created a sticky post that will show up on the support forums, to hopefully help users find out where to go to get the right answers to their questions, and most specifically: Not to seek legal advise on the forums.

 

Checking in with international liaisons

The Swedish, Russian, Greek, SerbianGerman and Brazilian community representatives dropped by this week to join the discussions.

 

Attendance

@abdullahramzan, @amboutwe, @bcworkz, @bemdesign, @clorith, @contentiskey, @felipeelia, @fierevere, @geoffreyshilling, @ipstenu, @jdembowski, @joyously, @keesiemeijer, @lakenh, @macmanx, @nikolam, @numeeja, @otto42, @presstigers, @pross, @stephencottontail, @t-p, @tobifjellner, @valeriosza, @xkon and @zodiac1978 attended.

 

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

#weekly-chat

May 17th Support Team Meeting Summary

We had a bit of an informal meeting today with no posted agenda, but we managed to cover some very important topics anyway. A huge thanks to everyone who stepped up to keep the conversations moving and on topic! 🙂

General announcements

A continued call for input on potential questions or concerns users may have, or currently have, with Gutenberg. If you see something, say something, by helping us fill out the public Google Docs document.

WordPress 4.9.6

WordPress 4.9.6 has been released, but do be aware that there are some important notes for theme and plugin developers.

Privacy related topics

Now that 4.9.6 is out, we’ll adjust our GDRP snippet to this:

WordPress has introduced tools to assist with GDPR compliance in 4.9.6 https://wordpress.org/news/2018/05/wordpress-4-9-6-privacy-and-maintenance-release/ but it is up to you as the site owner to take the steps required to be compliant with the GDPR and any local variations that may be introduced.

Checking in with international liaisons

We had representatives from the Russian, Hindi, Spanish, Greek, Brazilian, Swedish, and Serbian communities in attendance this week.

Non-Support Topics

Please share your thoughts on how we should explain non-support topics.

Attendance

@macmanx @bcworkz @bemdesign @bethannon1 @clorith @felipeelia @zoonini @tobifjellner @sterndata @stephencottontail @geoffreyshilling @fierevere @nikolam @abletec @valeriosza @fernandot @hardeepasrani @xkon @firoz2456 @cristianozanca @joyously @t-p attended.

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

#weekly-chat

May 10th Support Team Meeting Summary

General annoucnements

A continued call for input on potential questions or concerns users may have, or currently have, with Gutenberg. If you see something, say something, by helping us fill out the public Google Docs document.

 

WordPress 4.9.6

Due to the slightly delayed beta for 4.9.6, the RC and also release date has been pushed back slightly.

 

Privacy related topics

With the GDPR changes coming ever closer, we’re seeing an increase in privacy topics on the forums, and even users mass-posting the same question to every plugin they use.

We’ve got a “no legal discussions” forum guideline which we should keep enforcing, this means having a fixed response as we close such topics.

After some deliberations, we’ve come up wit hthe fllowing wording for a fixed response to any GDPR topics:

WordPress will introduce tools to assist with GDPR compliance in 4.9.6, but it is up to you as the site owner to take the steps required to be compliant with the GDPR and any local variations that may be introduced.

Please follow https://wordpress.org/news/ to keep updated on what WordPress is doing in upcoming releases, and look to local sources for general GDPR questions.

 

Checking in with international liaisons

We had representatives from the Russian, Serbian, Brazilian and Swedish communities in attendance this week.

 

Attendance

@bcworkz, @bemdesign, @bethannon1, @clorith, @contentiskey, @diddledan, @felipeelia, @fierevere, @firoz2456, @geoffreyshilling, @ipstenu, @keesiemeijer, @macmanx, @nikolam, @numeeja, @sergeybiryukov, @sterndata, @t-p, @tobifjellner, @valeriosza, @yaniiliev and @zoonini attended.

 

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

#weekly-chat

May 3rd Support Team Meeting Summary

General announcements

As is customary, prepare for Gutenberg questions by filling in our public document. You don’t need to know the answers to any questions, and don’t worry about them possibly no longer being relevant as we will curate the list before release to address any items that may have been sorted by that time.

 

WordPress 4.95 and 4.9.6

There are no new 4.9.5 issues.

The beta for WordPress 4.9.6 is out, it introduces tools to help build privacy compliance and if you can please help test as there’s definitely room for improvements in various flows!

 

Checking in with international liaisons

We had members from the Swedish, Brazilian, Greek, Russian, Spanish, German and Serbian communities this week, reporting good weather and good times!

 

Open Floor

It was brought up that the Theme Review Team is discussing opening themes up to pass without human review, and relying on reviews on .org to weed out the bad stuff. There is a known expectancy of reliance when fetching themes from WordPress.org, but It’s not on us to dictate how they conduct their team and processes, but if this is something you are passionate about you may wish to join the discussion in the #themereview channel on Slack.

 

Attendance

@abletec, @anevins, @bcworkz, @bemdesign, @clorith, @contentiskey, @felipeelia, @fernandot, @fierevere, @geoffreyshilling, @howdy_mcgee, @johnalarcon, @joyously, @keesiemeijer, @lakenh, @macmanx, @nikolam, @numeeja, @stephencottontail, @sterndata, @t-p, @tobifjellner, @valeriosza, @xkon, @zodiac1978 and @zoonini attended this week.

 

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

#weekly-chat

April 26th Support Team Meeting Summary

General announcements

We keep pushing the desire to populate the common Gutenberg issues and questions document.

Our next volunteer orientation is scheduled for tomorrow, April 27th.

 

WordPress 4.9.5 and 4.9.6

No new issues have been reported for WordPress 4.9.5.

As for 4.9.6, the timeline is currently set for a May 15th release, with beta hitting as soon as May 1st.

 

Checking in with international liaisons

Sweden, Serbia, Russia, Greece, Brazil and Italy had community representatives during this weeks gathering, without any major issues to report.

 

Open floor

If you are attending a WordCamp, check if they’re hosting a Happiness Bar, it’s much like an in-person support venue for WordPress users attending the event, staffed by volunteers. If they’ve not got one, why not ask them if they’ve considered having one?

 

Attendance

@anevins, @bcworkz, @bemdesign, @bethannon1, @clorith, @contentiskey, @cristianozanca, @felipeelia, @fierevere, @firoz2456, @geoffreyshilling, @jbpaul17, @jdembowski, @macmanx, @nikolam, @numeeja, @Pitabas106, @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 tips
Users might not know the technical terms for what they’re trying to do, so ask good questions so you understand their problem.

#weekly-chat