To date, Mozilla community volunteers have provided Firefox user support that has met, and often exceeded, the needs of the tech and the early adopter users of Firefox. As Firefox’s market share grows beyond early adopters, our user support needs also to evolve. The Firefox Support Working Group has spent the last month doing research and community outreach on how Mozilla should evolve user support through a community based approach.
We've had dozens of community volunteers participate through open phone calls, in person meetings, forum posts, blog posts and emails. As a result of this process, we have developed a draft overview and product requirements document for Firefox Support.
In order for this to be successful, we need your feedback and your help. Please check out the overview and give us your thoughts. If you want to be more involved, you can join the support planning mailing list. To see others' comments, check out the Google Group.
Thanks for your help. We look forward to hearing from you.JT