May 16th Support Team Meeting Summary

General announcements

WordPress 5.2.1 is likely looking at a release early next week (the week of May 20th), to address some of the more time critical items (and any other items that are already done and patched) for 5.2.0

WordPress 5.2.0

We’re not seeing any new trending issues that haven’t already been tracked this past week, smooth sailing is the best sailing!

Checking in with international liaisons

Representatives from the Dutch, Swedish, Italian, Russian, Indian, Urdu and Spanish communities took part in this weeks discussions, and we had some exciting input on the reception of 5.2!

Open floor

A custom page is being created to cover the various Site Health elements (WSOD protection, the health checker and such), which will ive under wordpress.org/support.

The site will feature custom design elements for user consumption, and be made available for rosetta site translations.

The Italian community have started a collaboration with the local polyglots team to translate the handbooks.

WordCamp Bristol will be having their Contributor Day tomorrow (May 17th), remember to he kind and helpful as new users with little experience may show up throughout the day!

We’re also still hoping to plan a Support (Appreciation) Day, if you’re interested in taking the reins on this, please let us know in the comment section below, as we would love help with this.

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

#support

May 9th Support Team Meeting Summary

WordPress 5.2 was released, and so far a few recurring issues have popped up, but a relatively quiet release so far. The recurring issues have all been added to the core Trac, and will be tackled in an upcoming release of WordPress.

The Master List has also been updated with any relevant steps for users to follow.

As we like numbers, we can tell that it’s been fairly quiet on the forums in terms of new topics, despite the new release, the graph below shows the progression of topics created since March 1st until March 16th.

Graphs can be hard to interpret though, although a visible but vague jump, so here’s the number values:

The week before release we saw 5,178 new topics, with 10,699 replies.
The week following the release, we saw 7,884 new topics, with 17,235 replies.

Checking in with international liaisons

Members of the Swedish, Russian, Dutch, Indian, Italian, Spanish, Greek and Urdu communities were taking part in the post-update chatting.

Some are also translating the master list into the various languages, which is a huge benefit, and we thank them for their efforts!

Open floor

@tobifjellner had a trick for any translators working on the health check plugin

If anyone wants to catch up with translations of Health-Check, note that you get a lot of strings for free if you export WP/dev/admin as mo-file and then import into the Health Check plugin.

#support

May 2nd Support Team Meeting Summary

General announcements

The WordPress 5.0 release retrospective has been published, and is available for all to read and comment on.

With WordPress 5.2 nearing completion, the Master List draft has been put up in a Google Docs where anyone can provide comments on modifications to improve the look of the initial post. Of course it will be a living post and will be updated as we negotiate the input from users throughout the weeks following the release.

Moderator rulings

If a moderator makes a ruling on the forums, others should not overturning those rulings. It makes it seem like an unorganized mess, and doesn’t leave much trust in moderator decisions when this happens.

If there are disagreements in how a ruling should be made in a particular case, an open discussion about it so we can provide a unified reaction to them in the future is the best way forward.

Checking in with international liaisons

We had members from the Italian, Russian, Swedish, Portuguese, Dutch, Indian and Greek communities take part in our weekly chat and give input on the various discussions at hand.

Open floor

If there’s anyone representing a support group at a local WordCamp, please feel free to reach out to @clorith on Slack in a DM with participants and what camp you are at and we will sort out custom titles for your forum profiles. This is something we’ve been doing for a while now, and is a tiny way of giving a bit of recognition to these wonderful volunteers.

On the notion of WordCamps and contributor days, a brainstorming session should be planned in the future to properly flesh out tasks and goals that can be used for the support team at these, beyond the normal approach of answering forums questions. There are other support outlets we are represented at, and we may find a wider audience this way.

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

#support

April 25th Support Team Meeting Summary

After a much needed vacation, and then a week off for public holidays, the support chats are back to their regular management.

General announcements

We’re seeking volunteers that would like to try their hand at leading the support group during the WordCampe Europe 2019 contributor day. You’ll be in the safe hands of other support volunteers for any questions or concerns that may come up, and there’s no requirements connected to the task. If this sounds like it might be interesting, reach out to @clorith and planning will be handled from there.

Next up, the WordPress 5.2 RC1 will (if nothing explodes) land later today.

As is customary, the Field Guide should also go live around then, and we will start working on the Master List for the forums.

For those unfamiliar with it, the Master List is a topic with questions we expect to come up fro ma new release, where we also track comnmon problems and bugs taht come up from a new release (you can see the 5.1 Master List at https://wordpress.org/support/topic/read-this-first-wordpress-5-1-master-list/)

Checking in with international liaisons

Members of our communities in Italy, Sweden, Russia, Spain, Urdu, India took part in the various discussions.

If you’re part of a non-English community providing support in some capacity, we would love to have you join us during our weekly chats (or outside of them, we’d just love to hear from you and see how we can help each other grow).

Open Floor

We may see more questions relating to the update of PHP with the release of WordPress 5.2 form users unfamiliar with this. Hopefully the Update PHP page will help educate as many as possible on this, this is also translatable.

We may also see questions relating to plugins not being installable related to the new minimum PHP version checks in core.

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

#support

March 28th Support Team Meeting Summary

On the subject of badges, we are still collecting names for them, as noted in last weeks summary we will be collecting them throughout the week for t his round of appointments.

WordPress 5.2-beta1 has been released. It includes the Site Health component which users may have questions about. We should aim to provide some common answers to potential questions users may have about this and the tests it runs.

The Health Check plugin will remain, as it still holds various tools which are not an ideal suit for core (at this time, or in general), and also as a way to improve on the site health flow before core patches can be based off plugin experiences.

Checking in with international liaisons

Our representatives from the Russian, Swedish, Spanish, Dutch, Italian, Greek and Urdu communities took part in this weeks chat.

As always, if you are a member of a non-English speaking part of our community, we would love to hear from you in our weekly meetings. It’s a great way to share experiences and to help each other with difficult tasks and complex situations.

Our Spanish friends noticed that a lot of topics suddenly lost their Resolved status, they’ve made a meta ticket for tracking and investigating.

Our Russian community shared some gripes they’ve had with certain hosting partners and how they run things. We had some good discussions on ways to approach this to best benefit the users, which they’ll look at further at their local meetings.

Open floor

The Stack Exchange (a more developer oriented support platform) is about to start their moderator election period, so if you’re a fan of the platform, and would like ot help them out, you can find more details at https://wordpress.meta.stackexchange.com/q/4562/7355.

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

#support

March 21st Support Team Meeting Summary

We had a relatively quiet gathering this week, looking towards the next WordPress release.

We will be going through and assigning Support Contributor and Support Team badges this coming week, so if you’re a representative for a part of our wonderful and widespread support community, please feel free to reach out to @clorith and he will help you facilitate things if you’re ready for the various badges (or if you don’t know and would like more details).

This is a recurring process, so don’t worry if you’re not ready, or just missed the time slow, this time around. We’ll be doing this again!

Checking in with international liaisons

We had members of the Portuguese, Hindi, Italian, Russian, Swedish, Serbian, Greek, Dutch, Indian and Angolan communities present during this weeks chat.

A new community in Angolia was launched recently over at https://pt-ao.wordpress.org/support

It was a wonderfully diverse gathering, and we would love to have more of you join us, so if you are from any non-English speaking communities, please consider joining us for the weekly meeting to let us know how things are going, share your experiences, we’ll share ours. And perhaps there’s something we can help each other with to help grow.

Open floor

@matteospi shared how he is working on a community-driven course/event at his local High School in Italy, which sounds like an exciting project!

If you’re looking to do similar things, the Training Team has a few resources available.

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

#support

March 14th Support Team Meeting Summary

General announcements

First up, just a reference to a cross-posted article on organizatory tasks in the WordPress.org community in general, which is worth a read, it’ll get some more details moving forward though, you can find it at https://make.wordpress.org/updates/2019/03/12/strengths-and-challenges-organization/

Second on the agenda, last call for strings on Health Check, I’ll start putting them in tonight/tomorrow. We’ve already got some valuable copy editing input yesterday as well, and a huge shout out to those of you who have been working on that!

The ticket for it can be found at https://github.com/WordPress/health-check/issues/256 which also has the link to the google doc for colaborative commenting

How we do attendance

After a bit of discussion, we’ve come to the conclusion that although attendance was useful previously, to help ensuring important information was shared and procedure changes were acknowledged, we now have better tools for this.

Attendance also had some negative effects, causing double pings on summary posts, and implied only those who attended the meetings had a say. Input is still very valuable, and appreciated, on our make/support posts, and outside of meeting hours as well.

Checking in with international liaisons

We had representatives from the Netherlands, Russia, Sweden, Greece, India, Italy and Spain.

If you’re from any other part of the world, and would like to participate, let us know how things are going, or just have questions or concerns we can help with, please join our weekly meetings and we would love to meet you!

Open floor

We’re still hoping to organize a form of Support appreciation day, and the pre-planning is happening in a google doc page. If you would like to help organize or get this going, please reach out either via DM on slack to @clorith, or leave a comment on the post relating to it.

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

#support

March 7th Support Team Meeting Summary

General announcements

The first iteration of user documentation for the new block editor is now live, either via https://wordpress.org/support/article/wordpress-editor/ but also from the Support page under the title “Writing Posts” for general discovery.

As some may have noticed recently, we’ve lost a lot of wonderful German contributors. In light of this we’ll be reaching out to the existing moderators there to see if anyone would want to be the liaisons between our global team and their local one, as well as how things are going, and what we can do to help.

If you are a part of the German community and would like to help out there, or have questions, feel free to reach out. This also goes if you’re from another community and would like to get more involved, we’d love to welcome you into our midst!

Another subject in this weeks meeting is burnout, and because @macmanx puts it better than I, here is a quote:

When we say “please take the time you need” (or similar) whenever you mention burn-out or other difficulties contributing to the forums, we mean it sincerely in a “I care about you” fashion, not a “go away” fashion.


When you tell us you need to step away, please don’t expect us to ever push back.


Every contribution you make is valued and appreciated, but we want you to put your needs first. We can guarantee that we’ll do our best to stay on top of things while you’re out, and that the forums will still be here if you want to come back. What we can’t guarantee is your health and happiness, and that’s why we’d rather you always put that first.


If you need to step away, please do so. We want you to take care of yourself, and we’ll look forward to when you’re feeling ready to return.


On a somber note, long time contributor and community member Alex Mills passed away recently. As one of his requests, we would love to help keep his plugins going, someone is taking ownership of maintaining them already, but if you wish to help out in supporting one or more of them, it would be very much appreciated.

WordPress 5.1

We’re seeing an increase in plugin compatibility issues leading to broken media libraries. We’ve been unable to pinpoint the source, as it’s happening with many plugins, so this may be bad caches, hopefully we’ll learn more and have something a bit more solid, but worth noting.

Checking in with international liaisons

Members of the Italian, Swedish, Greek, Spanish, Russian, Dutch and Indian communities were present for this weeks discussions.

The Russian team has some intercommunication troubles they are working out, and we’ve offered to assist in any way we can if they wish it.

Open floor

Reviews with links in them are often frowned upon, as they are at times used for spam, but some users do it without being aware that it’s bad at all.

Based on this, if a review contains a link, we’ll now do the following:

  1. Remove the link from the review (but leave the review if it’s legitimate)
  2. Leave a user note of the action
  3. Post a response letting the reviewer know that links shouldn’t be used in reviews.

This way we educate users, without causing distress or anger. This of course does not apply to obvious spam entries, which get treated like any other spam.

In other news, the WordPress 5.0 retrospective kickoff was posted over at https://make.wordpress.org/updates/2019/03/01/5-0-release-retrospective-kickoff/

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

#support

February 28th Support Team Meeting Summary

The Health Check plugin is nearing ready for a new release, once the accessibility tickets are handled, and the design implementations are finalized, we’ll be looking to make any string changes needed and getting a new version of the plugin out.

It’s desirable to get the plugin version out, before the parts planned for core are created, as it lets us know that the base going into core is reliable.

Support Appreciation Day was an item we discussed a few weeks back, and we believe it has some merit. After a bit of initial brainstorming, we’ve opened up the document for wider sharing and input to ensure we get all the bits and pieces right.

If you’re interested, and perhaps you’d like to help put things together in some capacity, please give the post about it a read and get in touch.

WordPress 5.1

One week in, and we’ve thankfully not observed any major issues with WordPress 5.1 that haven’t already been tackled in some form or another. We’re looking at a smooth release at this point.

Checking in with international liaisons

We had members of the Italian, Russian, Swedish, Dutch, Urdu, Indian and Hindi communities take part during our weekly chat.

Open floor

We had a question about embedding an image uploader in the support areas of WordPress.org, and although sharing screenshots is a hurdle for users, we don’t wish to take on responsibilities for the media users may upload. CloudUp and imgur should both auto-embed on the support forums though, and are great alternatives. https://snag.gy/ was also mentioned as an option, as they have a comprehensive guide on taking and sharing screenshots.

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

#support

February 21st Support Team Meeting Summary

General anouncements

The Health Check plugin is getting a visual overhaul with a new UI and UX. With this comes a noticeable amount of strings, both changes and new ones. In light of this there’s a ticket up for going through the various strings and states for them.

Once things are ready, we’ll also have the Accessibility Team look over it, this is especially important as parts of it are planned for inclusion in core.

WordPress 5.1

It’s release day! And unless something happens we will see WordPress 5.1 be released today.

As always, this means we will be following the proceedings in our Release Day Checklist, most importantly that we will keep channel banter to a minimum until over the weekend. This is done so that any issues that arise can be communicated clearly without being lost behind emoji and the likes.

A small set of users may be affected by a JS error in 5.1 as noted in #46280, the Hotfix Plugin has been updated to address this issue for now.

Checking in with international liaisons

Members of the Russian, Italian, Swedish, Dutch, Urdu, Serbian, Brazilian and Greek communities were present for this weeks chat to let us know things are progressing well for them.

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

#support