March 20, 2015 — Many times when we develop something new, documentation is the last thing we think about. In this talk, Jeff Matson discussed techniques to write better documentation to improve user experience and decrease support tickets.
February 12, 2015 — At what point answering questions about WordPress goes beyond the making conversation and becomes a driver for professional skills and reputation? Our proficiency at answering questions spans over our work, our ability to learn, and how we are perceived in community. Yet we are rarely purposeful in learning how to benefit from this skill and improve at it. We can do better than that — to evolve professionally and personally.
November 20, 2014 — Every plugin or theme developer who’s done a lot of development has learned that developing the backend often takes more time than developing the front end. Thinking about how you make your backend look and what you name options can save many, many hours on support. We’ve found in research amongst our own users that default settings often don’t get changed. What does this mean? What to do with it?
November 2, 2014 — Last year, I co-released my first free WordPress theme, Flounder. The theme was well received, but we we weren’t prepared for supporting it after launch. I’ll talk about what I wish we had known prior to launching Flounder.
October 7, 2014 — Norcross came over from Tampa to talk plugins, and how he views the ecosystem surrounding them. Check out the video for a freeform talk, without slides or guides, as he shares a lot of great advice for prospective plugin developers.
After his solo talk, Norcross joins Adam Soucie and David Parsons, moderated by David Yarde, for a discussion about plugins. They talk development theory, disruptive industries, suggestions for useful plugins, how to determine if a plugin is good and more.
August 21, 2014 — So you’ve had a plugin or theme accepted to the WordPress repository. Awesome! It doesn’t stop there. We discuss why great support matters and give 5 simple ways to get a reputation for excellent support without increasing your time spent.
July 5, 2014 — When I open sourced my plugin to the WordPress community, user support was one of the last things on my mind – I was more excited to have written awesome code and a helpful site extension. Shortly thereafter though, customer support was the only thing I had time for. When your user base ranges in skill level from experienced developer to your grandmother, well… you’ve gotta be prepared for just about anything. This session highlights the challenges and benefits of stellar support and offers a few tricks to make the process as painless as possible for both your user and yourself.
May 25, 2014 — Having problems with WordPress? Are you having trouble finding answers? Do you need to reach out and ask for help?
This presentation covers how to make good support requests, what things to avoid when reaching out for help, and the resources the WordPress community has for everyone’s use that may answer your question for you.
March 28, 2014 — 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 is 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. It covers some handy techniques for basic troubleshooting on your own – before contacting tech support.
December 10, 2013 — In this presentation, I’ll discuss growing and building business through customer service and discuss some tools to use along the way. I’ll also touch on the importance of helping in the WordPress community as well, as a way of giving back and its value to both you as an individual and whatever team you are a part of.