We Can't Read Your Mind: How to get help for your WordPress problems

Presented at WordCamp Minneapolis 2014.

Having problems with WordPress? Are you having trouble finding answers? Do you need to reach out and ask for help?

In this presentation, we will cover 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.

Transcript

1. we can’t read your mind. How to get help for your WordPress problems.
2. info. Happiness Engineer at Automattic Support for Jetpack plugin Runner Reformed social media whiner Find me online: Twitter: @carolynsonnek Web: carolynsonnek.com Carolyn Sonnek
3. You need help with WordPress. You don’t know where to turn for help. You don’t know HOW to ask for help. wut. What do you do?
4. just. ask.
5. it’s that simple* * however, there is a right way and a wrong way to ask for help.! knowing the difference will help you get the help you need.
6. and knowing is half the battle.
7. where. WordPress.com
8. where. WordPress.com
9. where. WordPress.com
10. where. WordPress.com WordPress.org forums
11. where. WordPress.com WordPress.org forums
12. where. WordPress.com WordPress.org forums Plugin/Theme Support
13. where. WordPress.com WordPress.org forums Plugin/Theme Support
14. where. WordPress.com WordPress.org forums Plugin/Theme Support LMGTFY
15. where. WordPress.com WordPress.org forums Plugin/Theme Support LMGTFY
16. the situation. You messed around with your WordPress and Site address URLs. Now you can’t access your site via wp-admin. Also, your site is down. Sad face. :(
17. what not to do.
18. Unclear thread topic. the bad. MY SITE IS GONE!!!!!
19. Help! My site is broken! I can’t login! HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Little to no information about the problem. the bad.
20. the bad. Not enough info = time wasted. Lack of clear problem = could be ignored. No one can help you right away. Help us help you.
21. Abusing support volunteers. :( Not using the appropriate support resource. Carpet bombing support requests. Social media whining. Forgetting we’re people too. the ugly.
22. don’t be a dick.
23. what to do.
24. what to do. Be Descriptive Be Concise Be Polite Be Clear
25. Clear and concise topic. the good. Changed WordPress URL and now my site is gone.
26. I wanted my site to be at “mysite.com/blog” instead of “mysite.com” so I changed the site URLs in the general settings. I don’t think I did it right because now my site is gone and I can’t login to my site to fix it. Is there anything I can do to fix it or am I out of luck? :( Thanks in advance for the help! Gives clear information about the problem, what was done prior, and is not freaking out. the good.
27. the good. Clear subject lines. Summarize the problem, but… Give enough detail. Honey, not vinegar.
28. What operating system? What browser? What have you already tried? Share your technical level. Self-hosted or WordPress.com? Take a picture. Tell us if you figured it out! Share! more better.
29. questions?
30. thanks. Carolyn Sonnek @carolynsonnek carolynsonnek.com speakerdeck.com/csonnek