WordPress Support Thoughts
Posted on March 27, 2007
6 Comments
I received a very thought-provoking comment this morning about WordPress (.org) support. Since the comment wasn’t all that related to the post it was on, I thought I’d take this opportunity to highlight the comment and offer some thoughts.
The comment is from Brooks:
What’s the best places to get fast, helpful answers on WordPress issues? I know you are a moderator at WordPress.org and sometimes that site is helpful, but sometimes questions sit and don’t get answered.
Is there another good WP forum?
First off, I feel duty bound to make one statement: Being a moderator at the WordPress support forums means absolutely nothing. I have no special powers when not on the Support pages. I have no clout or pull with Matt or the Automattic gang. And with my thoughts below, we should be very clear in understanding that I don’t speak for Automattic, other WordPress.org developers, support volunteers or moderators. I’m just speaking for myself.
Ok, with that necessary evil out of the way…
Oh, and don’t interpret this as an attack on Brooks — nor assume I’m upset. S/He has a great question and it really got my mind going. I wrote most of this (in my head) while running this morning!
So why do some questions sit and not get answered at the support forums?
I think there are a few factors to consider.
- Nobody is paid to provide support for WordPress.org. It is totally voluntary.
- Follow-up to that would be there are no shifts. No assigned hours. No rotations or scheduled coverage.
- Regular helpers come and go. Some burn out. Some disappear for periods of time to handle other projects or challenges.
- Difficult or unusual questions will often languish longer. Why? Well, you have to wait for someone who actually knows the answer or is willing to make an educated guess.
- A wrinkle to this: As a rule of thumb, not many developers seem to hang out in the support forums
- Simple or oft-repeated questions will often languish longer. Why? You’d think these would be answered right away! But ya know… if you’ve seen the same question 10 times a day for a year? You’ll probably let is slide in hopes that someone else will field it. (this really goes back to point 1 - Search!)
How can folks help?
What can you do to help make things better?
- Search. I know, it sounds trite, but honestly, search the forums. If you did search, mention that in your post. Try various keywords, try clicking various tags. There is a lot of data and knowledge in the over 110k forum threads!
- Learn how to “site search” with major search engines. The search at the support site isn’t always as useful as one might hope (although it’s way better than a year ago!). Learn how to use the “site:” phrase with Google for instance.
- Use the same technique as above with the Codex (site:codex.wordpress.org)
- Patience. Did you ask something perhaps a bit off the main path? You’ll probably have to wait a bit for someone who knows to see the question.
- Be careful with bumping. Many volunteers will work the “unanswered queue” (topics with no replies). If you bump, that’s a reply and you’re now off the list! The volunteer may just assume someone else has responded and move on
- Be careful with bumping. Frankly, if bumped under 24 hours it can be annoying and not inspire the urge to help… (yes, this is very subjective). Bump every hour or so and you’ll likely get the bumps deleted.
- Ask a good question. What’s that mean? Give details, don’t make folks guess and remember that (in general) there are no mind readers (except my wife). Volunteers will appreciate details, version numbers, plugin or theme names if applicable, error messages, etc. (see Smart Questions as an interesting read)
- Pitch in! Anyone can answer questions. Don’t confuse “moderator” with “expert” and don’t feel that you can’t answer questions. I bet everyone who stops by with a question could spend 10 minutes looking at other posts and find something they can answer. (more reading here and here)
- Stay positive. Whining, wailing and insults won’t get answers quicker and will likely just drive away the volunteers.
Alternatives to WordPress.org Support
I’m open to ideas. I can think of some “for pay” options, but I haven’t heard of any free options. Know some? Drop a comment.
Do be aware that there are some WordPress mailing lists. If you’re a bit on the “techy” side and have a thorny code issue, you might sign up, lurk a bit and then try a post to the WP-Hackers list. (You might also search their archives). If you just want to pay someone money to take on your problem, have a look at the WP-Professionals list.
Thoughts, additions? I’m all ears!
Tags: Automattic, support, WordPress
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6 Responses to “WordPress Support Thoughts”
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I wish they would remove Wordpress 2.1 from the top of every page. It makes it much harder to search for information specific to Wordpress 2.1
Hi Andy - I’m not sure I completely follow… are you speaking of that blue “badge” on every wordpress.org page? How does that harm search?
(I’ll grant you that I’m tired of looking at it.)
you know when I first posted in wordpress help, people were very nice and helpful and i commended their responses in the comment sub forum. but “big-headed” moderators such as yourself and michaelh just reminded me of why i stopped visiting forums, mods get a big head and are on ego trips. didn’t your mom ever tell you “if you can’t say something nice, don’t say anything at all”? you should NOT publicly berate people.
Hi neospyce, you sent me this same message in IM, two emails and this comment. I’m sorry you took my remark so close to heart.
For those playing along from home, my atrocious behavior can be seen here: http://wordpress.org/support/topic/115132