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

January 3rd Support Team Meeting Summary

2018 in review

2018 had a lot of great achievements, but also some recurring topics we need to work on going into 2019.

Achievements such as the release of Help Hub and the updated Support Guidelines.

We also introduced a few minor tools for volunteers to go along with the popular Also Viewing extension.

The Health Check & Troubleshooting plugin continues to be an essential tool in sorting users problems, and we’ll keep pushing it’s use and usability moving forward. As noted in the State of the Word, parts of it will find its way into WordPress core, while other parts are better suited as a plugin.

We’re also seeing good activity for moderators across the board to help keep things running smoothly in the various support locales, where possible.

The amount participation level of new volunteers (and recurring) have also gone up over the year, which we are very happy to see!

Moving forward we do need to work on user communication though, especially in cases where they are being reprimanded or flagged, as there’s potential for improvements there.

We’ve also seen an increase in negativity from users towards volunteers, much due to the increased visibility added to individuals after the Gutenberg release. We’re handling the worst behaviors, but will need to increase our efforts to avoid this behavior from spreading, and will be getting to that as soon as hosts are done rolling out the WordPress 5.0 update so we don’t need to repeat the actions a few weeks into 2019.

Unfortunately we do not have a fancy “year in review” stats block, as that’s not something we’ve previously kept track of, but for fun since the end of August 2016 until January 2019 we’ve added ~1.8 million topics to the international forums.

Checking in with international liaisons

Members of the Swedish, Canadian, Urdu, Russian, Spanish, Greek, Dutch and Portuguese communities shared how things have been going over the holiday weeks, and things sound like they are going smoothly!

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

#support

December 20th Support Team Meeting Summary

General announcements

We’ll be skipping next weeks meeting, as it falls in the middle of many holiday days for many, and we’ve all earned a day of relaxation and holiday rest.

The refined Forum Guidelines (also referred to as Support Guidelines, so we may re-use them on our other support platforms) are now live. They’re condensed, and many sections have instead been dumped in a “not as critical” FAQ section to avoid as much confusion as possible.

WordPress 5.0.2

Some issues with WooCommerce orders after a core change in 5.0.2, but has been addressed by Woo them selves for now, and is being tracked in #45719

Checking in with international liaisons

Community members from Italy, Sweden, Russia, Netherlands, Brazil, Spain and Greece took part in our festive holiday meeting, there were even Christmas trees, confetti and balloons (in emoji)!

The community in Greece have also moved their forums over to WordPress.org

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

#support