Silenced

My days are busy, full, something they even feel never-ending but for the most part I still try to keep abreast of what’s happening in the WordPress community even if it’s just at a very high overview most days.

Catching up in my twitter feed I find the WordPress theme review team (which I have stepped back from active involvement due to time constraints, as noted above … as well as other items to discuss a different day) has again fallen onto the guidelines to disrupt a large user base with the suspension of a very popular theme. I find this to be very concerning not only for those users but for the community on a whole.

Although the author of the theme did open themselves to scrutiny by submitting new versions while certain theme review guidelines had not been addressed I support their decision to accept suspension of their theme rather than break what appears to be 300,000+ installations of it.

I hope that their decision does not further affect those directly affected by the theme’s suspension such as the team supporting the theme (as well as many others by the author) going forward.

After many years as a theme review team admin (actually, the very first volunteer admin) it would be a shame that not having time to review themes (which excludes me from admin and key reviewer only discussions) also silenced my devil’s advocate voice as well.

The Color of foo?!

Did you know …

… if you change the common programming example value foo to something that more closely resembles a CSS, or hex, color value, you get #f00 or red.

Karma’s a …

… well, most people know how that epithet ends with a NSFW word. If you don’t know how it ends, don’t worry about it and enjoy your day.

Let’s think about this phrase a moment and how people think karma works. Good karma comes to good people, bad karma comes to bad people; it’s a fairly simple ideal. Now, let’s expand on those basics a bit.

One should not be wishing bad karma on people because, well, that’s actually a bad thing and thus making you a target for bad karma, too. It’s much like pointing a finger at someone; you’re most likely pointing three fingers back at yourself.

Go ahead, try pointing a finger at the screen and take a look at the other fingers on that hand; where are they pointing to?

Telling people that “karma’s a biatch” (a little poetic license for effect; safer for work but you might have your kids asking questions) is fine; but, more often than not, when one person says it to another they’re usually just wishing bad karma on them.

Just another thing to consider when making wishes, although not intended for yourself they may be granted on you all the same.

Do What?!

Just a quick tip today:

If ever asked to clear your browser cache when troubleshooting a problem you are seeing on your website, try using (or recommending depending on your point of view) an “anonymous browser window” first.

No one likes having to re-log into all of their favorite sites; and, more often than not, clearing a browser’s history/cache/cookies/etc. will force you to do so.

Is It Time Yet?

Sometimes you cannot look at the clock, you might even be best moving to a room without one, taking off your watch and covering the date/time details on your computer, too.

There are likely to be times when you have no control over your schedule no matter how well you planned your time; life happens, it’s that simple.

What can you do about that? The first thing is don’t worry about it, remember the clock? Well it’s no where to be seen so why does time really matter, the real key is to accomplish the goals you set out to; or, at least re-assess the goals you wanted to achieve and take a win with what you did accomplish.

It’s unrealistic to expect your goals will be met every day, unless you not setting the bar high enough to challenge yourself in the first place.

Is it time yet? Yes. No. Maybe … the real question should be, have I accomplished what I wanted to get done today?

If you did, well done! If you didn’t, take a look at what stopped you and find ways to overcome these obstacles going forward; and, take the wins of the day where you can.

Learning, my every day goal, is not measured in time, it’s measured in achievements.

Mine!

Sometimes you just have to take ownership of a problem, whether it be as an individual or as the representative of an organization; but, one of the most important things to remember is this is not necessarily a bad thing. The opportunity to improve will always be available.

Think of these events, actions, deeds, words, etc. akin to playing in the outfield of a baseball game.

The batter steps up to the plate; the pitcher throws their best ball; and, the batter swings … you hear the crack of the bat meeting the ball.

You feel more than see the ball heading straight towards you, just like that problem you are taking ownership of …

… you take another look at that ball …

… and you call out, “MINE!”

How Fast Is Fast?

My daily work related duties centre around providing support. Mostly technical but sometimes very general but one of the questions that comes to mind often is how fast should a replay be sent to a technical support request?

Don’t get me wrong, a quick response is generally at the top of my list but that does not always mean an immediate response is required.

My main focus for the day is to reach and maintain an “inbox zero” state for the primary support incoming access points I manage, and I do this quite well. I also generally will, in a sense, rapid-fire responses back to the support requestors until an inbox zero state is reached. The ideal being to create a sense of an online conversation without the use of a messaging system. (This is a constraint I am bound by in the support environment I work with … and a subject for a future date.)

Given the above, this does lead to times where it is more sensible to wait a short period of time (generally only five minutes or so … sometimes more, sometimes less) before sending a response. For example, (remembering that text has no tone, just what you imprint upon it) the email may be one of frustration, misunderstanding, urgency or any combination of the three; or, any other customer concern they believe needs immediate attention … every person believes their site to be vitally important and that is generally going to be the case no matter what.

What do these paused replies do? In many cases, having read over the issue then taking a moment to consider the underlying “emotions” in the description will help provide a more accurate, clearer response. Immediately replying to a scathing review, an unreasonable demand, or for that matter any request that cannot logically be accomplished in the timeframe implied (or in some cases specifically detailed) could lead to more animosity from the user. Explosive situations need to be defused first.

How does “inbox zero” affect all of this? Once your incoming support requests are cleared then you will be able to take these few moments as needed to focus more specifically on the more problematic issues being brought forward whether that be something specific to the product, or the person using it.

Also remember, all of the “easy” questions that you get to answer still need the consideration of a difficult question; but, by their very nature of being “easy”, they will also allow you to be quick to provide assistance as needed. Enjoy these support requests and take full advantage of them; recognize these easy questions are providing you more time for the difficult questions you will inevitably get in the day.

One more thing, when someone takes the time to say “thanks for the quick response”, or “I didn’t expect to get an answer right away”, or most anything recognizing your efforts to be efficient with your work, recognize the users time in all of this as well. Not every user of your product is going to tell you they have a problem so addressing the ones that do is that much more important so the ones that don’t tell you will become less as time goes on.