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!

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

#support

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!

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

#support

September 27th Support Team Meeting Summary

General announcements

First off, a reminder about the post on troubleshooting blank editor screens, if you have insights on this, please leave a comment to improve upon this.

For moderators: About archiving in the forums

When archiving topics or posts in the forums, with the exception of it being a spambot, every action should be proceeded with a notice to the user.

This means that if you are going to archive a reply or topic, you first create a new message and at-mention the user in your reply. Tell them that you’ll be archiving their topic or post, and tell them why.

This way, users are not frustrated because their topics disappear without warning, and we ensure they know what they actually did wrong, so they’re not likely to repeat the offense again.

Checking in with international liaisons

Representatives from the Russian, Swedish, Spanish, Italian, Greek, Urdu, Dutch, German and Brazilian communities took part in this weeks discussions.

Open floor

A reminder that it’s OK to be tired and not want to do volunteer work. Volunteering is about using excess energy on something you’re passionate about, so please, remember to take breaks now and then.

#support

September 20th Support Team Meeting Summary

Troubleshooting blank editors

Please give the post on troubleshooting blank editor screens from @designsimply a read, and provide any troubleshooting steps you think may be missed in the comment section. Please note, this is about the editor it self being blank (JavaScript issues), and not WSOD errors in general, which is a different ticket item.

Checking in with international liaisons

Representatives from the Italian, Russian, Dutch, Swedish, Serbian and German communities took part in this weeks meeting, including a checkin before the contributor day at WordCamp Würzburg!

#support

Support Team Meeting Updates for September 13th

General announcements

WordPress 4.9.9 has been given a tentative release date of November 5th. This is subject to change, but is the current working date.

Checking in with international liaisons

Members of the Russian, Hindi, Dutch, Brazilian, Urdu, Swedish, German and Spanish communities were part of this weeks meeting, letting us know things are going well in their respective communities as well.

Open floor

The 404 page on the forums isn’t very helpful, as many things may have happened to a topic before you end up on this page. Adding a bit more information will help users going forward. We’ll be ticketing this and following up on the Meta Trac.

At WordCamp US this year, we’ll be doing another of our onboarding sessions. If there are items you feel should be included please reach out to @zoonini or @bethannon1 and they’ll help facilitate this!

 

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

#support

Support Team Meeting Updates for September 6th

General announcements

Some page builder themes appear affected by a removed function in Gutenberg (it had been deprecated for a while). Some of them may therefore need updates to be fully compatible with Gutenberg again.

Checking in with international liaisons

Representatives from our Italian, Swedish, Greek, Dutch, Spanish, Russian, Belgian, Brazilian, German and Urdu communities were present during this weeks meetings.

Open floor

When handling reviews, and they need to be archived, remember to inform users of why. This is very apparent with Gutenberg related posts, as many users are first time posters who may not be familiar with forum etiquette. Let them know what is going on and why.

We’ll also be making a more official post about review handling on the make/support page. A few support team members have recently blogged about this privately, but we’ll want something more official we can link back to.


In other news, we’ll be revising the Forum Guidelines, trimming them down and making them more discoverable.

We’ll work on discoverability after revising the content though, to help users more easily digest the content and understand what lies behind it. We’ll be collaborating on this in the coming weeks, so look for a make/support post on that as well.

 

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

#support

Support Team Meeting Updates for August 30th

General announcements

For moderators, when flagging an account, remember to always reply and let the user know why and what this means for them.

Once they’ve behaved, remember to unflag accounts again, it’s not a permanent position after all, and remember to retain all user notes, there’s no situation where a note should need to be deleted.

Checking in with international liaisons

Representatives from the ItalianSpanish and Pakistani communities took part during this weeks meeting.

Open Floor

A question was brought forth on how to deal with bad reviews on the forums.

In general, you will, at some point, receive negative feedback. It is impossible to please everyone. We promote good replies to bad reviews as the best approach, users care that authors take the time to respond and try to help users.

Ignore the stars, see past them and instead see the person behind the review, and try to find out why they had a bad experience, and try to turn it into something positive.

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

#support

Support Team Meeting Updates for August 23rd

As previously mentioned, items with no new information are omitted to cut down on unnecessary noise in the summaries.

Checking in with international liaisons

We had representatives from SwedenItalySerbiaBrazilSpainIndiaRussia and Germanypartake in this weeks gathering.

We’re also happy to have some new rosetta users join us, if you’re not already taking part, we welcome you to stop by!

 

 

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

#support

Support Team Meeting Updates for August 16th

General announcements

Reporting topics

An illustration of a previously reported topic, showing what account reported it.

We’ve got a new option for reporting topics, on the right hand sidebar of any topic, there is now a Report this topic link that any logged in user may use.

When they use this button, it adds the `modlook` tag to the post, and registers who made the report. The information on the reporter of course is only visible to moderators.

When and how to tag users

When tagging a user, you should always add a user note, please also add the note from the topic/post that caused the reaction, that way it’s automatically linked to. Also, describe why a tag was done, don’t add a bunch of links, as tags are global across rosetta sites as well, it’s not possible for many to look at archived posts cross-network.

As for when to tag a user, if they are repeatedly violating the guidelines, or there’s a high probability of a first time offender repeating their actions, you may tag them (remember to leave a reply explaining that they are tagged, what that means for them, and why). For the majority of users, a first time offense is not a reason to tag them, they just didn’t read the guidelines (although we wish they had), adding a user note mentioning they’ve been warned for whatever behavior is a great reaction to a first time offense, along with informing them of what they did wrong.

Checking in with international liaisons

Members from the SerbianItalianGreekRussianSwedishDutch communities partook in this weeks meeting.

 

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

#support

Support Team Meeting Updates for August 9th

Items covered at today’s Support Team Meeting:

  • WordPress 4.9.8
  • Losing Track of No-Reply Topics
  • Checkin with International Support Liaisons

Read the Make/Support blog post for more details.

#support