This document contains all action items for the SUMO (support.mozilla.com) parts of the EU Ballot project. The goal is to make the transition to Firefox for new users as painless and simple as possible.
Finalize list of articles for inclusion in simplification audit and identify articles we're currently missing(DONE)
Consider adding ability to customize support article view depending on version of Windows (file bug to implement ability to extend SHOWFOR plugin with os=winxp, os=vista, and os=win7)(Not happening; would add too much l10n work)
Consider adding SUMO landing pages specifically targeted towards new Windows users (possibly even one per version of Windows)(DONE)
Decide on URL for Windows-specific SUMO start page (e.g. http://support.mozilla.com/%LOCALE%/kb/Windows+start+page(DONE)
Figure out timeline, including l10n(DONE)
- Work with local l10n communities to make sure that if users need more help, it's clear where they should go. (ONGOING)
2009-10-12: SUMO team discussion to figure out timeline and action items
2009-10-13: Finalize list of articles for inclusion in simplification audit and identify articles we're currently missing
2010-01-05: Decide URL for Windows-specific SUMO start page
2010-01-08: Finish en-US KB audit / Hand-off to l10n
Article simplification audit
The goal of this audit is to make instructions easy to understand for new users of Firefox that might never have used another browser than IE before. Things to consider:
- Making instructions as clear and simple as possible, keeping in mind that the target audience from the EU ballot may not be technically fluent.
- Renaming articles with ambiguous titles, e.g. "Installing Firefox on Windows" -> "How to install Firefox on Windows"
List of articles for inclusion in simplification audit
- How to set the home page
- Commonly asked question on SUMO
- Importing favorites and other data from Internet Explorer
- Commonly asked question on SUMO
- How to make Firefox the default browser
- For Internet Explorer Users
- How to install Flash
- The most popular browser plugin, not included in Firefox by default
- Rename and simplify the Using the Flash plugin with Firefox article
- Ask a question
- Make sure each target locale has clear pointers to unofficial community support sites
- Installing Firefox on Windows
- Will be linked to directly from the post-download page, not from the Windows-specific start page
- Should probably be renamed to "How to install Firefox on Windows" to be consistent with the other how-to articles
Also considered, but not included:
- Something about features we'd be advertising on the browser ballot (stuff like Personas, add-ons, private browsing, etc)
Windows-specific start page
Firefox Support will be extended with a Windows-specific start page customized for new users of Firefox. The design of this page isn't final, but it will most likely be based on the normal start page but with the "Popular Support Articles" list replaced with the articles included in the simplification audit.
It will still look and behave like the normal start page, only with support article links customized for Windows users who just installed Firefox.
The URL of this page will be http://support.mozilla.com/%LOCALE%/kb/Windows+start+page, and it will be linked to from other mozilla.com pages.
The heading will be:
Welcome to Firefox Help!
The text underneath the heading:
Need help with Firefox? Start by searching our site below, or browse our list of popular support articles. If you can't find the answer you need, our community volunteers are ready to help you find a solution.
The suggested search terms will be based on a different content block (WindowsSearchTerms), that will list terms more recognizable to Windows users.
Things to do:
- Create KB page. bug 534805
- Create separate template for EU Ballot start page. bug 542820
- Create WindowsSearchTerms content block. bug 545250
Things to decide:
- What do we put in place of the "New to Firefox" box?
- We still don't know, but as long as the new template points to a different content block, we can decide on this later.