Support/Fx3.0Postmortem

Firefox 3 post-launch postmortem

What went well during release and what could we do better?

chris:

+ for the most part, good job, worked hard. update articles, communicate new issues that were arising.
- try to utilize that increase in traffic to get more volunteers to stay longer. good opportunity to do that during releases.

lucy:

+ good job making sure kb is ready for fx3 specific issues
- forum should be more ready, easier for ppl to find answers themselves -- search should return only solved issues
- group plan for how to deal with new issues. one support issue was caught in live chat and didn't escalate to kb and qa in time (norton 360)

zzxc:

+ everyone did a great job communicating with each other. for example, people were complaining about awesome bar, good example of how we changed the kb with more info
- need central location for posting solutions people find
- more community building -- off-topic forum?

djst:

+ Able to get 18 locales translated for Firefox 3
+ Updating all existing knowledge base articles for Firefox 3 and getting all new Firefox 3 features documented
+ Plan for how to handle emerging issues (file critical bug, write kb article and seed into top 10 support list on start page)

- Consistent communication with localizers -- hard to make sure everyone was on the same page
- Handle site performance issues more proactively -- start earlier
- Start working on site redesign earlier so it could be finished in time for the release