August 12, 2015 — Whether a plugin or theme, free or paid, at some point you’ll need to support your product. Let me show you how to lay the groundwork for customer expectations and prove excellent support without going (completely) insane.
July 15, 2015 — This session explores how you and your organisation can provide better WordPresss support by being more conscious of each support staffer’s role as a ‘trainer’ or ‘teacher’ and each user’s role as a ‘learner’.
While support personnel have been traditionally seen as ‘fixers’, and while many contemporary support outfits still focus on this aspect of the experience, WordPress support has always been about more than just matching problems with solutions.
July 8, 2015 — This talk covers great strategies for supporting your WordPress product. Learn tips and tricks on handling and even reducing your support overhead based on tried and true business principles like 5s, poka-, and more. and discuss strategies for handling problem customers without alienating them and creating goodwill through customer interaction.
June 30, 2015 — This talk will introduce the different aspects of the WordPress project, the different teams on make.wordpress.org and will hopefully convince everyone that you don’t need to write a single line of code to be an active WordPress contributor.
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.