Support/Weekly Meetings/Agenda 2010-05-10

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Knowledge Base

  • Kitsune KB PRD report
  • Helpfulness Tests:
  • Verbatim documentation: I drafted an article and screencast but a solution for importing the current SUMO interface strings was found. The article will get split in two and rewritten as general Verbatim instructions.


Live Chat

  • Results from informal contributor survey
    • Users more grateful in Live Chat (instant gratification)
    • Live Chat has a lot of contributor churn than the Forum. Fewer helpers are "lost" in weeks with fewer questions
    • A lot of contributors like the live chat workflow, and it has advantages for certain types of users.
      • How can we incorporate more of what makes Live Chat work into other methods of support, and how can we better focus our real-time support resources?