Steven Stern (sterndata) 1:53 pm on August 3, 2022  

Agenda: Support Team Meeting – August 4, 2022

The weekly support meeting will be held on Thursday, August 4, 2022, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

A nice glass of iced tea

It’s that slow time of summer when it’s just to hot to do a lot. But let’s get ourselves a cool beverage, gather around, and have a chat.

Headlines / Community updates

This is where news that are relevant or good to know for the team from across the community are brought up and shared.

MetaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. Tickets

There are several tickets pending for the forums. What should we prioritize?

Reviews

There seem to be a lot of reports about “fake”, “invalid”, “wrong”, etc reviews lately. Let’s take a moment to discuss this.

The Rosetta Forums

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@sterndata) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.

Courtney Robertson 2:11 am on July 15, 2022
Tags: ,   

X-post: What’s new on LearnWP in July 2022

X-comment from +make.wordpress.org/updates: Comment on What’s new on LearnWP in July 2022

Julia Golomb 8:25 pm on July 7, 2022
Tags: ,   

X-post: Contributor Teams: Submit WCUS 2022 Table Leads Signup Form by July 29

X-comment from +make.wordpress.org/community: Comment on Contributor Teams: Submit WCUS 2022 Table Leads Signup Form by July 29

Courtney Robertson 10:41 pm on June 8, 2022
Tags: ,   

X-post: What’s new on LearnWP in May 2022

X-comment from +make.wordpress.org/updates: Comment on What’s new on LearnWP in May 2022

Angela Jin 4:01 pm on May 26, 2022
Tags: ,   

X-post: Announcement: Incident Response Training

X-comment from +make.wordpress.org/updates: Comment on Announcement: Incident Response Training

Courtney Robertson 8:11 pm on May 18, 2022
Tags: ,   

X-post: What’s new on LearnWP in April 2022

X-comment from +make.wordpress.org/updates: Comment on What's new on LearnWP in April 2022

Steven Stern (sterndata) 2:09 pm on May 13, 2022
Tags: ,   

X-post: Proposal to Start a News blog on developer.WordPress.org

X-comment from +make.wordpress.org/core: Comment on Proposal to Start a News blog on developer.WordPress.org

Steven Stern (sterndata) 6:09 pm on May 9, 2022  

Agenda for the 12 May 2022 Support Team meeting

The weekly support meeting will be held on Thursday, May 12, 2022, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

Headlines / Community updates

This is where news that are relevant or good to know for the team from across the community are brought up and shared.

WP 6.0 is coming

Oh, so many changes coming on the 24th (or so). Discuss.

The Rosetta Forums

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@sterndata) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.

Courtney Robertson 5:02 pm on April 28, 2022
Tags: make.wordpress.org/meta,   

X-post: Proposal: Make WordPress Team or Project Updates

X-comment from +make.wordpress.org/meta: Comment on Proposal: Make WordPress Team or Project Updates

Steven Stern (sterndata) 7:33 pm on April 27, 2022  

Off forum support requests

At the April 21 meeting, we discussed off forum support:

It may be just me, but it seems that there’s an increasing number of author/dev replies to support requests that send the OP directly to the author/dev’s website for support. This may be to get around asking for credentials, but in cases where it’s not, it also seems to me that it goes against the community aspect of support. The (often poorly formed) question is asked publicly and the solution is private. This does not help the community.

Overall, I worry about the forces pulling apart the community (like the MasterWP post suggesting wordcampWordCamp WordCamps are casual, locally-organized conferences covering everything related to WordPress. They're one of the places where the WordPress community comes together to teach one another what they’ve learned throughout the year and share the joy. Learn more. speakers and orgainizers be paid).  Support is a vital part of the glue holding together the community.

Should we always push back when an OP’s first reply is “please contact us via our website” or “fill out our contact form”?

It was noted that there’s a guideline at https://developer.wordpress.org/plugins/wordpress-org/using-the-forums/#you-may-request-users-open-tickets-on-your-own-system, but it’s more of a recommendation than a guideline.

It seems that we’ve chosen to encourage authors/developers to provide support in the forums. “Users still have an expectation that support will happen here, so if you’re not doing that, it’s in your best interest to stave on snarky users by documenting [this clearly in your readmes and pinned messages].”

Moderators will post encouragement messages when the dev/rep reply to the OP is immediately “Please contact us on [this private site].”

This led to a discussion of the “resolved” checkmark/status, which creates some anger among users. A scenario was proposed that there will only be two ways for someone to resolve topics:

  • you created the last reply and you are the OP
  • you created the last reply and you are the dev/rep

After a bit more back and forth, only OPs and the dev/rep (and mods) should be able to resolve or unresolve a topic at any time, but a resolved topic is a “closed” topic, allowing replies only from the OP or dev/rep. Wording above the reply box (or the closed to replies message) should indcate that the topic can be re-opened by un-resolving (if it’s within the time-to-close-topics window).

The full discussion is at https://wordpress.slack.com/archives/C02RQC6RW/p1650561045439379

Please reply here to discuss before we work this up as a metaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. ticket.