Marius L. J. 9:10 am on June 2, 2023
Tags:   

Summary for June 1st Support Team Meeting

The weekly support meeting was held on Thursday, June 1st, 2023, 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/.. Read the transcript at your own pace (a Slack account is required)

Community headlines and updates

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

Suggested stance on the use of AI-tooling

This past week a post on suggested wording, and how to approach the use of AI-tooling in support scenarios on WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ was posted, looking for acknowledgement and input.

See the full post at https://make.wordpress.org/support/2023/05/suggested-stance-on-the-use-of-ai-tooling/

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. Europe

Next week will be WordCamp Europe, not much to say ahead of time, other than the team hoping to see many of you there!

With travel involved, there’s not currently a planned weekly meeting for Thursday June 8th, but please reach out if you’d like for there to be one organized!

Disturbed – The Sound of Silence

#weekly-chat

Marius L. J. 9:26 am on June 1, 2023  

Agenda for June 1st Support Meeting

The weekly support meeting will be held on Thursday, June 1st, 2023, 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.

Suggested stance on the use of AI-tooling

Suggested wording for the support teams stance on AI-tooling in support scenarios is available for review and input, check it out!

Checking in with international liaisons

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, or 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.

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

Marius L. J. 6:46 pm on May 30, 2023  

Suggested stance on the use of AI-tooling

This post does not constitute a final decision, but is a proposal on wording, and call for input on, a suggested stance from the WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ support community on how AI-generated resources or replies can and should be used across the WordPress.org support platform.

During the support team meeting on May 11th, the topic on using generative AI in replies was chosen as the meetings discussion topic.

Based on the pros and cons brought forth, and after observing how AI tools are currently being used – not only within the WordPress.org support forums, but also in support-focused scenarios in general – it’s clear that these kind of tools are both quite popular, but also at times misleading.

Some of the concerns raised were that generative replies may not always be accurate, leaving users with an incorrect path forward and more confused than helped, or used to rapidly increase a user’s post count for whatever reason fits their scenario. Another concern is that the replies may be too generalized or outdated. This counts true as tools such as, for example; ChatGPT, are based on older content (in the example of ChatGPT this is 2+ years old) at this time, and its answers may therefore no longer be entirely correct or relevant.

Taking all those elements into account, the following is a short, but applicable suggestion on what our stance may be:

The use of AI-tools to improve replies in support workflows is allowed, but it is on the user to verify that their replies are accurate, and correct. In addition, it is also a requirement that the use of such tools be declared within the response, to provide transparency, and set expectations. Abuse of such tools to provide multiple inaccurate replies, intentional or not, for the sake of activity will be considered spam, and the users will be warned, and subsequent misuse will be treated as any other account producing spam-focused content.

Thank you to @zoonini and @mrfoxtalbot for reviewing and helping with this post.

Marius L. J. 9:39 pm on May 17, 2023  

Agenda for May 18th Support Meeting

The weekly support meeting will be held on Thursday, May 18th, 2023, 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.

WordPress 6.2.1

WordPress 6.2.1 was released this week. It had some drawbacks, let’s discuss and see if there’s any notable feedback from the community and users not already being tracked that we should be aware of, or report upstream.

Private moderator channel status

A quick status update that rosetta users have all received invitations, and those accepting them have started funneling into the previously mentioned private moderators channel.

Revisiting the discussion about adding reasons when flagging accounts

Some time has passed, and it would be nice to go through the feedback from https://meta.trac.wordpress.org/ticket/6834 and address any lingering concerns, and see if we can reach an agreement on the way forward.

Checking in with international liaisons

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, or 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.

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

Marius L. J. 10:09 pm on May 5, 2023  

Agenda for May 11th Support Meeting

The weekly support meeting will be held on Thursday, May 11th, 2023, 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)

Support and AI-provided replies or resources

AI is all the rage these days, it’s the latest hip thing to mix into anything and everything, and one of the areas where it’s likely to be a noteworthy gamechanger is support (remember those support robots we’ve had for a few years?).

Of course, it is only natural for this to also affect the WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ side of support as well, which is why the topic should be discussed, to ensure that the support team has a unified view on how these tools are used in a support-context on our platforms.

There are both positives, and negatives to using AI to help with formulating replies, let’s discuss things from both sides of it, what are your opinions? What is acceptable use, what is not, where should the line be drawn?

We’d like to hear opinions not only from those who moderate, but also those who use the forums, either by seeking help, providing help, or anything in between; this is a great opportunity to help shape the direction of some potential new guidelines.

thelmachido 10:54 am on May 3, 2023
Tags:   

Support ticket triage session – May 4th, 2023 at 08:00 UTC 

🪲 It’s time for another bug scrub.

In our last 6 bug scrubs in 2023, we had a look at <a href="https://meta.trac.wordpress.org/query?status=!closed&component=Support+Forums&order=priority. A huge thank you to everyone that contributed to the previous bug scrubs. In this session, we will be looking at the next 10 tickets from the component with normal priority.

Tickets we will be looking at in this meeting

This aims to be part of a series of bug scrubs in order to scan the entire support forums ticket component. If you want to help to host a bug scrub, feel free to reach out.

This ticket triage session will be held on Thursday, May 4th, 2023, 08:00 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).

We all love Support Forums – It’s where we learn and help at the same time. In order to make this a better place, we constantly come up with new enhancements, requested via tickets. Some of these need a push forward.

We are putting aside some time to triage tickets, trying to gather some helpful input about what we think about them and how we can help to move them forward. Please keep in mind that our work actually helps 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. contributors to pick the most needed tickets and work on them.

🌎 As a long-term plan, we will be alternating the time slots for these meetings:

The chosen hour is not friendly with your time zone, unable to make the session, or maybe meetings just aren’t your thing. If the latter, you should still come and meet us – you’ll change your mind about boring meetings. 😊 We would still love to know your opinion on the issues mentioned in the tickets. Please feel free to let us know via a comment on the respective tickets.

View the Support Forums ticket component

#bug-scrub