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Supporting Plugins

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Supporting WordPress plugins (without losing your mind)

Supporting WordPress plugins (without losing your mind)

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Supporting Plugins Presentation Transcript

  • 1. How to Support TheMasses
  • 2. Without losing your mindTips and tricks to keeping itall in perspective, while still giving people the bestexperience possible when it comes to support.
  • 3. Who Am I? Mika A. Epstein (a.k.a. Ipstenu) Over a decade of supporting technologists, programmers ... and grandmothers
  • 4. I have theBEST IDEA!It starts with you and your dream (or desire).
  • 5. I assemble my code
  • 6. And it’s awesome!
  • 7. YAY! Version 1.0.0!!!!!
  • 8. Wow! People areusing my plugin!!!
  • 9. Not everyone likes it...
  • 10. http://wordpress.org/support/view/plugin-committer/YOURHANDLE
  • 11. Do I want tohelp them?Do I want to spend my time doing support? You don’t have to! But....
  • 12. What’s in your README? • Are there alternate support methods? • Email, other forums, UserVoice? • Is there no support? • Is there only paid support?
  • 13. Unless you clearly stateotherwise on your plugin page, users have a reasonable expectationthat you will provide free support in the WordPress.org Forums.
  • 14. Is it reallymy problem? Valid complaints? Reasonable requests? Not RTFMing?
  • 15. Okay, I’m going to help! • Can I reproduce it? • Have they tried turning off other plugins? • Have they tried using the default theme?
  • 16. Oh! It’s a conflict!
  • 17. Should I fix it?• Is it a security hole?• Is it in the scope of your plugin?• Is the other plugin/ theme behaving badly?
  • 18. If you can’t fix it...•Be honest•Be direct•Consider patches from users•Ask for help
  • 19. What about requests?My users want special features. Well ... Okay.
  • 20. It totally needs a unicorn! Yeah, I know it’s anRSS plugin, man, but think about it! UNICORNS!
  • 21. JUSTSAYNO!
  • 22. Keep sight of your scope • What problem did I want to solve with this plugin? • What logical extensions can be added? • What can be easily added? • What can I add and still support?
  • 23. But I want the unicorn!
  • 24. You can still say no.
  • 25. It’s okay to ...• walk away• say no• get mad• give up• ask for help
  • 26. It’s not okay to... • blame them (even if it’s their fault) • be mean • accept abuse • ignore them*
  • 27. TipsSo what should I do?
  • 28. Document It What it does What it doesn’t How it works Support optionsKnown/common errors
  • 29. REMEMBER!If you make aBIG change ...DOCUMENT IT!!
  • 30. Take TimeThink before you answer Study the error reports Test possibilities Take time for yourself
  • 31. Be this guy!Walk away from thecomputer once in a while
  • 32. I have a life! It’s ...
  • 33. Don’t Attack!They’re not attacking you Don’t bite the usersPassion makes people seem aggressive Strong opinions can be misread easily in text!
  • 34. Don’t be this guyWhat do you want meto do? LEAVE? Thentheyll keep beingwrong! http://xkcd.com/386/
  • 35. EOLWhat if I’m just done with this plugin?
  • 36. Warn them! “This is no longer supported.” Push a final version to notify users.Alerts in the admin screen
  • 37. Hand off?Give it to someone else.Ask someone to take it over. Email wp-hackers. Post in the forums.
  • 38. The End