We Can't Read Your Mind - WordCamp NOLA 2016

How To Find Help For Your WordPress Problems

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.

Transcript

1. we can’t read
   your mind.
   How to get help for your WordPress problems.
   

   View Slide

2. info.
   Jetpack Pyromancer at Automattic
   Support for Jetpack plugin
   Crossfitter
   Reformed social media whiner
   Find me online:
   @carolynsonnek
   Carolyn Sonnek
   

   View Slide

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?
   

   View Slide

4. just. ask.
   

   View Slide

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.
   

   View Slide

6. and knowing is half the battle.
   

   View Slide

7. where.
   WordPress.com
   

   View Slide

8. where.
   WordPress.com
   

   View Slide

9. where.
   WordPress.com
   

   View Slide

10. where.
    WordPress.com
    WordPress.org forums
    

    View Slide

11. where.
    WordPress.com
    WordPress.org forums
    

    View Slide

12. where.
    WordPress.com
    WordPress.org forums
    Plugin/Theme Support
    

    View Slide

13. where.
    WordPress.com
    WordPress.org forums
    Plugin/Theme Support
    

    View Slide

14. where.
    WordPress.com
    WordPress.org forums
    Plugin/Theme Support
    LMGTFY
    

    View Slide

15. where.
    WordPress.com
    WordPress.org forums
    Plugin/Theme Support
    LMGTFY
    

    View Slide

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. :(
    

    View Slide

17. what not to do.
    

    View Slide

18. Unclear thread topic.
    the bad.
    MY SITE IS GONE!!!!!
    

    View Slide

19. Help! My site is broken!
    I can’t login!
    HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
    !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
    !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
    Little to no information
    about the problem.
    the bad.
    

    View Slide

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.
    

    View Slide

21. Abusing support volunteers. :(
    Not using the appropriate support resource.
    Carpet bombing support requests.
    Social media whining.
    Forgetting we’re people too.
    the ugly.
    

    View Slide

22. don’t be a dick.
    

    View Slide

23. what to do.
    

    View Slide

24. what to do.
    Be Descriptive
    Be Concise Be Polite
    Be Clear
    

    View Slide

25. Clear and concise topic.
    the good.
    Changed WordPress URL
    and now my site is gone.
    

    View Slide

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.
    

    View Slide

27. the good.
    Clear subject lines.
    Summarize the problem, but…
    Give enough detail.
    Honey, not vinegar.
    

    View Slide

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.
    

    View Slide

29. questions?
    

    View Slide

30. thanks.
    Carolyn Sonnek
    @carolynsonnek
    

    View Slide