As a result of all the hard work of the support community, the Firefox Support Working Group has officially transitioned to the SUMO team. I am very excited to announce our SUMO leadership team:
David Tenser has been hired as the Firefox Support Project Manager. David is a long-time Mozilla volunteer and was responsible for much of the original support documentation for Mozilla (all the way back to the Phoenix days). David is joining us from Sweden, where he most recently served as a Chief Software Architect.
Chris Ilias, Jason Barnabe and Lucy Connor will join the SUMO leadership team as leaders of the knowledge base, forums and live chat, respectively. Chris, Jason and Lucy have not only been active support volunteers for many years, but have shown tremendous dedication to SUMO and are responsible for much of the progress so far.
Please join me in thanking David, Chris, Jason and Lucy for all their work and welcoming them to their new roles.
As a part of the new SUMO leadership team, I will be scheduling a weekly SUMO call that will be open to the public. I will post more details on the date and call-in info once it has been scheduled.
Update on status of support.mozilla.com:
We have been running performance testing on our current tikiwiki implementation as well as comparison tests for mediawiki and drupal. This data should give us a good understand of the scalability of our current implementation. We will publish the results early next week.
Also, we need your feedback on the forum design. Check it out here:
http://babyhook.com/SUMO/
username: forum
password: design
Friday, August 17, 2007
Wednesday, August 8, 2007
Enterprise Working Group Call Wednesday morning
From wiki.mozilla.org/Enterprise:
We’re planning our second call for Wednesday, August 8th at 10:00am Pacific, 1:00pm Eastern, 17:00 UTC. Here’s the meeting details:
- 650-903-0800 or 650-215-1282 x91 Conf# 280 (US/INTL)
- 1-800-707-2533 (pin 369) Conf# 280 (US)
- IRC - irc.mozilla.org - #ewg
The theme is "Wishlist." Please feel free to update the Wishlist page before the call.
Saturday, August 4, 2007
We need your feedback on the Firefox support site alpha
Thanks to the tremendous work of the Firefox support community, the SUMO alpha is now live at http://support-stage.mozilla.org.
We need your help to kick the tires of the new site and to tell us whether or not you think the content will be helpful for the average Firefox user. To give feedback on a particular article, please do so in the comments section on the article's page. For all feedback related to the actual site (not articles), please post your comments at the SUMO newsgroup.
Thanks again everyone for all your help. We still have more articles to write, more articles to edit and more work to be done on the SUMO site, but now is an appropriate time to celebrate all the hard work and accomplishments thus far!
We need your help to kick the tires of the new site and to tell us whether or not you think the content will be helpful for the average Firefox user. To give feedback on a particular article, please do so in the comments section on the article's page. For all feedback related to the actual site (not articles), please post your comments at the SUMO newsgroup.
Thanks again everyone for all your help. We still have more articles to write, more articles to edit and more work to be done on the SUMO site, but now is an appropriate time to celebrate all the hard work and accomplishments thus far!
Wednesday, August 1, 2007
L10n of support.mozilla.com
This is a follow-up to my earlier post about localization of the Firefox support project on support.mozilla.com.
The first step in localization is launching the beta en-US version of SUMO. Once we have a few weeks of good user feedback and data, we can determine which support articles are the most useful and stable (there is even a metric for this!). The most useful/stable articles will be rank ordered for localization.
Why the useful/stable metric? We want to make sure that users in all locales have current and correct articles. Some locale support teams will be robust enough to manage all the necessary changes in existing and new content. Some locales, though, will have smaller teams who will need to do high leverage translation—so we want to make sure the articles they translate aren’t going to change the next day.
The SUMO knowledge base beta should be live in September. We are hoping to begin localization of SUMO no later than October for those locales who want to participate. To help make this process easier, there will be a staging area for localized content before the support.mozilla.com platform is launched in your locale. If you want to get involved, please contact me at jt at mozilla dot com.
What if I don’t just want to translate? We know that there are some support issues that are unique to particular locales. We also know that different locales have different ways of approaching technical support. Mozilla wants to ensure that all of our volunteers have the correct information so that they can figure out the best way to share that content with users in your locale.
The first step in localization is launching the beta en-US version of SUMO. Once we have a few weeks of good user feedback and data, we can determine which support articles are the most useful and stable (there is even a metric for this!). The most useful/stable articles will be rank ordered for localization.
Why the useful/stable metric? We want to make sure that users in all locales have current and correct articles. Some locale support teams will be robust enough to manage all the necessary changes in existing and new content. Some locales, though, will have smaller teams who will need to do high leverage translation—so we want to make sure the articles they translate aren’t going to change the next day.
The SUMO knowledge base beta should be live in September. We are hoping to begin localization of SUMO no later than October for those locales who want to participate. To help make this process easier, there will be a staging area for localized content before the support.mozilla.com platform is launched in your locale. If you want to get involved, please contact me at jt at mozilla dot com.
What if I don’t just want to translate? We know that there are some support issues that are unique to particular locales. We also know that different locales have different ways of approaching technical support. Mozilla wants to ensure that all of our volunteers have the correct information so that they can figure out the best way to share that content with users in your locale.
I just got a support phone call for Firefox...
...and it reconfirmed to me why the work we are doing on Firefox support is very important.
All she needed help with was to import her bookmarks from IE, but she had no idea where to do it and then where to look for them (she may have actually imported them as a part of the install-- she didn't think so-- but that is beside the point). The point is that our work on SUMO will positively impact the daily lives of Firefox users. This was a woman who was told to use Firefox because it would make her online banking easier and better. Think of all the people like this who we will be able to help keep or even turn in to passionate users of Firefox.
The phone call also reaffirmed to me that we have a long way to go content wise on SUMO. We have are off to a great start, but there are still so many things that people need help with. That said, I still do think our strategy of getting the initial article list live and then using the learnings from how people actually use the SUMO site (what they search for, etc.) to determine what new content we create is the correct one. Using those learnings will also tell us how we can make all this great content easy to find--even when users don't know exactly what they are looking for (which is equally important).
So, thanks again to everyone for all your hard work. You can still get involved. Visit our SUMO contributor page to learn how.
All she needed help with was to import her bookmarks from IE, but she had no idea where to do it and then where to look for them (she may have actually imported them as a part of the install-- she didn't think so-- but that is beside the point). The point is that our work on SUMO will positively impact the daily lives of Firefox users. This was a woman who was told to use Firefox because it would make her online banking easier and better. Think of all the people like this who we will be able to help keep or even turn in to passionate users of Firefox.
The phone call also reaffirmed to me that we have a long way to go content wise on SUMO. We have are off to a great start, but there are still so many things that people need help with. That said, I still do think our strategy of getting the initial article list live and then using the learnings from how people actually use the SUMO site (what they search for, etc.) to determine what new content we create is the correct one. Using those learnings will also tell us how we can make all this great content easy to find--even when users don't know exactly what they are looking for (which is equally important).
So, thanks again to everyone for all your hard work. You can still get involved. Visit our SUMO contributor page to learn how.
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