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

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