So You've Released A WordPress Product... Now What?

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My talk on user support for WordCamp US 2016.

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So You've Released A WordPress Product... Now What?

  1. 1. So You’ve Released A WordPress Product… Now What?
  2. 2. Ines van Essen - Happiness Engineer - Volunteer at WP.org - Lover of BBQ food - @TheMotherOfCode
  3. 3. “How are we going to communicate with our users?”
  4. 4. Think about how you’ll handle support BEFORE YOU RELEASE.
  5. 5. Communication must be synchronous across platforms
  6. 6. How do we approach this? Rules of engagement Tone of voice Platform
  7. 7. Tone of voice ➔ Formal or informal? ➔ Which words suit us, and which don’t? ➔ Do we use humor? ➔ Long sentences, or short ones?
  8. 8. voiceandtone.com
  9. 9. Platforms That I’ve Worked With
  10. 10. Rules Of Engagement
  11. 11. “How do we engage angry customers?”
  12. 12. “What do we say when they ask too much?”
  13. 13. “Do we give stuff away?”
  14. 14. Have a backup plan
  15. 15. Thank you! @TheMotherOfCode inesvanessen.nl

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