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Help Me Help You: The art and science of getting good WordPress support - WordCamp Ottawa 2013

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Visual Editor stopped working? Plugin update gone awry? Getting useful help when you’re stuck on a WordPress problem is not always as straightforward as it seems. This session will be packed with tips on how to ask for assistance in the WordPress support forums and other arenas – in a way that will let others help you more easily and effectively. We’ll also cover some handy techniques for basic troubleshooting on your own – before contacting tech support.

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Help Me Help You: The art and science of getting good WordPress support - WordCamp Ottawa 2013

  1. 1. HELPMEHELPYOUThe art and science of getting good WordPress supportWordcamp Ottawa 2013#wcottawa
  2. 2. KATHRYN PRESNERAutomattic Happiness EngineerWordPress.org support forum volunteerWeb designer/developer
  3. 3. THE GOODTHE BADand the
  4. 4. THE GOOD12345CLEAR GOALCLEAR PROBLEMRELEVANT CODEGIVES LINKPOLITE & GRATEFUL
  5. 5. THE BAD2345NO LINKDOESN’T LIST STEPS ALREADY TAKEN“UNABLE TO FOLLOW DIRECTIONS”DOESN’T MENTION WHICH BROWSER1 VAGUE PROBLEM
  6. 6. DOsSome things to keep in mindwhen asking for support
  7. 7. DO A SEARCHtry helping yourself before asking for help
  8. 8. DO A SEARCHsearch for your issue in natural language
  9. 9. WORDPRESS.ORGFORUMSUPPORT AVENUESwordpress.org support forumhttp://wordpress.org/support/• Self-hosted• Database & FTP access• Upload any theme or plugin• Manage own hosting & security• Forum volunteers• Other community support, i.e.local meetup groups• Commercial support –themes/plugins• One-on-one paid support.COM VS .ORG
  10. 10. WORDPRESS.COMFORUMSUPPORT AVENUESwordpress.com support forum http://en.forums.wordpress.com• Hosted platform, managedupdates & security• Free URLyourgroovysite.wordpress.com• Paid upgrades – customdomain, CustomDesign, bundles, etc.• No FTP/database access• No theme or plugin uploads• Forum volunteers• Forum staff• Private support – email/forum• Live chat.COM VS .ORG
  11. 11. READ DOCSwordpress.org codex
  12. 12. READ DOCSwordpress.org plugin faq
  13. 13. READ DOCSwordpress.com support documentation
  14. 14. READ DOCSwordpress.com theme info page
  15. 15. GET SPECIFICwordpress.org forum for localhost installs
  16. 16. GET SPECIFICplugin forum for wordpress seo by yoast
  17. 17. GET SPECIFICstudiopress premium theme support forum
  18. 18. GET SPECIFICpremium theme support forum –wordpress.com
  19. 19. GIVE DETAILSVERSIONself-hosted onlyOS/DEVICESafari? Internet Explorer 7, 8, 9, 10?Firefox? Chrome? Opera? Amazon Kindle?AOL Explorer? Netscape Navigator (OMGRLY?)Blackberry? iPod? iPhone? WindowsPhone? Android? Laptop? Desktop? iPad?iPad mini? Mac? PC? Snow Leopard?Lion? Mountain Lion? Windows7/8/Vista/XP?WordPress X.X?Plugin version?Theme version?BROWSERhttp://supportdetails.com
  20. 20. LET US KNOW2345THINGS YOU’VE ALREADY TRIEDIF YOU HAVE A THEORYYOUR LEVEL OF TECH SKILLA LINK TO THE SITE16 ANYTHING UNUSUAL ABOUT YOUR SETUP7EXACT STEPS TO REPLICATE PROBLEMSCREENSHOTS OF THE ISSUE
  21. 21. KEEP IN MIND23VOLUNTEERS DONATE THEIR TIMETHEY ARE PEOPLE LIKE YOU, BE COURTEOUSMAKE IT EASY FOR THEM TO HELP1117 pages of30 threads4WP, THEMES & PLUGINS ARE FREE
  22. 22. DON’TsWhat to avoidwhen asking for support
  23. 23. DON’T2345BE DEMANDINGACT ENTITLEDASK FOR SOMEONE BY NAMEBE TOO BRIEFUSE A NON-DESCRIPTIVE SUBJECTnayyay1
  24. 24. TROUBLESHOOTINGThings to trywhen things go ‘splody
  25. 25. YOUR SETUP2345DIFFERENT BROWSERCLEAR BROWSER CACHE & COOKIESBROWSER WITH EXTENSIONS OFFANOTHER MACHINEDIFFERENT LOCATION/NETWORK/ISP16 BYPASS ROUTER7 TRACEROUTE/CONSOLEhttp://en.support.wordpress.com/browser-issues/advanced-browser-troubleshooting/
  26. 26. DID YOU2345UPDATE A PLUGIN?UPDATE YOUR THEME?UPDATE WORDPRESS?EDIT A THEME FILE? (beware functions.php)ADD A WIDGET?16 HACK CORE? (cue ominous music)
  27. 27. TRY2345SWITCH TO DEFAULT THEME TEMPORARILYTURN OFF PLUGINS, REACTIVATE 1 AT A TIMEREVERT TO PREVIOUS VERSION OF THEMEREVERT TO PREVIOUS VERSION OF PLUGIN1UPDATE THEME OR PLUGIN
  28. 28. DON’TPanicabove all
  29. 29. FIND MEabout.me/kpresner@zooninislideshare.net/zooniniTHE SLIDEShttp://www.wpbeginner.com/beginners-guide/how-to-properly-ask-for-wordpress-support-and-get-it/MOREhttp://en.blog.wordpress.com/2013/03/12/meet-volunteer-1tess/

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