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

February 14th Support Team Meeting Summary

Checking in with international liaisons

We had representatives from our Italian, Swedish, Dutch, Russia, Urdu and Brazilian communities. We had some discussions about the upcoming 5.1 release, and the Update PHP information page.

Open floor

WPBot, the IRC utility bot for WordPress support, got an infrastructure update this week, and also got given some automated moderation tasks to handle ongoing spam in the IRC chat.

The idea of a support appreciation day was also mentioned, so as not to lose track of it, as this is something we would still like to get going.

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

#support

February 7th Support Team Meeting Summary

Apologies for the tardiness, flu season was brutal, we’re back up and running now!

General announcements

Gutenberg 5.0 landed yesterday, and includes so many widgets as blocks! So if you’re excited about that, give it a spin, see how things are working and partake in improving on things that aren’t working as expected. Widgets as blocks are still experimental-sort of, after all.

Checking in with international liaisons

We had representation from Sweden, Italy, Netherlands and Russia during this weeks gathering.

Open floor

It’s hard to show appreciation for support volunteers, to help with this we’re looking at doing what many others have done, and having a special appreciation day, where we promote the giving of thanks to those that give of their own time. This will of course be an all year endeavor, but one day a year we’ll focus heavily on it to spread the word.

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

#support

January 31st Support Team Meeting Summary

Apologies for the tardiness, flu season was brutal, we’re back up and running now!

General announcements

Please help test the new WordPress 5.1 betas, the next version will include notices for users running out of date PHP version (versions lower than 5.6 at first).

Checking in with international liaisons

Members of the Swedish, Russian, Italian, Spanish, Greek, Hindi, Urdu and Dutch communities were present and giving updates on how things are going for them this past week.

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

#support

January 24th Support Team Meeting Summary

General announcements

Handbook audit

As there were no objections to last weeks notes about doing a handbook audit, we will be kicking that project off soon, with the end goal being a cleaner, more usable handbook for all.

Flagging users, and moderator watch

In other news, we will start removing access from those who are not properly using the moderation tools. This means that if a user is flagged, it is required to add a user note and the user in question should be informed of what it means to be flagged and why they are flagged.

Checking in with international liaisons

Checking in with the Italian, Spanish, Russian, Dutch and Urdu communities, and they’re all looking shiny!

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

#support

January 17th Support Team Meeting Summary

General announcements

After looking at the feedback on the summary post, I think we’ll be keeping it as it is at this moment (with auto-completion only of topic participants), although a handful of you said you’d find it useful, that’s not a large portion of users, so we’ll see how this goes for now.

Next up, our support handbook could do with a bit of attention. We’re looking into doing an audit on the content, organizational structure and internal linking to make it easier to use, and easier to find what you need, when you need it. As currently there’s a lot of text walls, and it is also lacking some important information relating to rosetta sites which we would like to include.

The plan is, barring any objections, to start preparations after next weeks meeting, and to perform it via GitHub, much like the recent support guidelines update.

Checking in with international liaisons

Representatives from the Swedish, Italian, Russian, Dutch, Spanish communities were present during this weeks chat.

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

#support

January 10th Support Team Meeting Summary

General announcements

Next up, a reminder to those with moderation powers on WordPress.org forums: If you are archiving posts or topics, or are flagging an account, you always leave a response as to why they were flagged/archived, and what this means. If you are flagging the user, you also add a user note on the topic so we know why, where and when the flag was applied.

More intuitive mentions in the forums

We’ve got a more user friendly at-mention system in place now, which allows you to more easily reference other participants in a topic.

This means if you start a word with @you will have the ability to auto-complete the reference to another participant in the topic you are currently in, reducing the amount of incorrect references made.

There’s the possibility of extending this functionality, so that plugin support reps are included by default when in a plugins support area, if you have thoughts about this please let us know in the comments field, this will only be considered if there’s a legitimate need for it.

Checking in with international liaisons

Members of the Swedish, Russian, Hindi, Dutch, German and Italian communities were present for this weeks discussions.

The German community has expressed concern about losing valuable contributors over a short period. The lack of appreciation and acknowledgement can have a negative impact, and we can hopefully find a way to turn this trend although we have no actionable items at this time.

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

#support