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

February 8th Support Team Meeting Summary

General announcements

We had our first online-only volunteer orientation this week on February 6th.

Our next workshop is scheduled for March 16th, and will cover how to deal with angry users:

Dealing with Angry Users – Workshop on March 16, 2018

 

First iteration of the Upgrade PHP page is now live and sits under the Support site on WordPress.org for now.

 

WordPress 4.9.4

WordPress 4.9.3 and 4.9.4 were released this week, 4.9.4 fixes a bug that was accidentally introduced in 4.9.3 which prevents automated security updates.

If someone is on 4.9.3 when asking for help, give the ma friendly nudge to hit that update button 🙂

 

Checking in with international liaisons

The Italian, Russian, Hindi, Portuguese, Greek, Spanish and Swedish communities had representatives present during this weeks meeting, saying hi!

 

Open floor

The Stack Exchange community are looking for new community spotlights to feature. It’s something that should be brought up with the community team though, but would be a nice way to cross-reference our different support communities.

 

Attendance

@agm65, @alichani, @bcworkz, @bethannon1, @clorith, @contentiskey, @cristianozanca, @fierevere, @firoz2456, @hardeepasrani, @howdy_mcgee, @jcastaneda, @josearcos, @keesiemeijer, @numeeja, @pmfonseca, @stephencottontail, @sterndata, @t-p, @tnash, @tobifjellner, @vincek1, @williampatton, @xkon and @zoonini attended.

 

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

 

Contributor tip
Remember that a yelling user isn’t necessarily angry at you personally. He just wants someone to understand his frustration… (but if they do yell, let us know, volunteers shouldn’t need to be treated poorly 🙂 )

#weekly-chat

February 1st Support Team Meeting Summary

General announcements

Out first online-only contributor orientation will be held next week.

Support Volunteers Orientation, Tues, Feb 6, 17UTC

 

Also a reminder to moderators: When making edits make sure the post hasn’t somehow been converted to a draft. This appears to happen when editing things in the back-end when they aren’t yet published (spam or pending posts). If you make edits, take responsibility for your edit and make sure it goes live.

 

WordPress 4.9.2

(Thankfully) no new major items have been trending for 4.9.2, the release of 4.9.3 has been postponed until next week to avoid doing any automated updates right before the weekend.

 

Checking in with international liaisons

The Italian, Russian, Swedish, PortugueseGerman and Hindi communities had someone in attendance this week

 

Open floor

The 500 errors when moving posts or topics is identified as being caused by a counting mechanic in bbPress that does… crazy counting. For now making the move from the back-end in wp-admin is the way to go, as the counts only run when using bbPress on the front end.

If you’d like to help shape the future of our support plugin, head on over to the GitHub project page to add issues, and provide feedback on existing ones!

Some improvements are being made to the child theme documentation after seeing a fair amount of confusion about best practices, and will be seeking some cross-team efforts from the Theme Review Team.

If, as a volunteer, you feel users demand too much of you in a manner that feels like you were an employee, reach out and we’ll assign you a custom title to denote that you are in fact a volunteer 🙂

 

Attendance

@anevins, @bcworkz, @bemdesign, @clorith, @contentiskey, @cristianozanca, @fierevere, @firoz2456, @geoffreyshilling, @glorialchemica, @hardeepasrani, @howdy_mcgee, @jcastaneda, @keesiemeijer, @kimwhite, @macmanx, @numeeja, @otto42, @pmfonseca, @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 you find your self providing a lot of support, check out the support teams handbook page for helpful tools. They are there to make your days easier!

#weekly-chat

January 25th Support Team Meeting Summary

General announcements

We updated the Health Check plugin 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 Slack 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