This document discusses how to handle communication and support for users after releasing a WordPress product. It recommends thinking about communication strategies like tone of voice and which platforms to use before releasing. It also suggests having rules of engagement for how to respond to users, including angry customers, as well as a backup plan for support.

1. So You’ve Released A
WordPress Product…
Now What?

2. Ines van Essen
- Happiness Engineer
- Volunteer at WP.org
- Lover of BBQ food
- @TheMotherOfCode

4. “How are we going to communicate with our users?”

5. Think about how you’ll
handle support
BEFORE YOU
RELEASE.

6. Communication must be
synchronous across platforms

7. How do we approach this?
Rules of
engagement
Tone of voice Platform

8. Tone of voice
➔ Formal or informal?
➔ Which words suit us, and which don’t?
➔ Do we use humor?
➔ Long sentences, or short ones?

9. voiceandtone.com

10. Platforms That I’ve Worked With

11. Rules
Of
Engagement

12. “How do we engage angry customers?”

13. “What do we say when they ask too much?”

14. “Do we give stuff away?”

15. Have a backup plan

16. Thank you!
@TheMotherOfCode
inesvanessen.nl