Support/Goals/Document Emerging Issues

Goal

• Design and document a process for documenting emerging issues

Purpose

• Keep the KB up-to-date so that users can find the answers they need (part of retaining users)

Project Plan

• Continue to refine process of tracking issues with Firefox releases:
  • Contributor forum thread
  • Latest Firefox Issues discussion thread
  • RRRT page and mailing list
• Document release week activities:
  • Answering support questions
  • Working with Cheng
  • Following the Release Drivers mailing list
  • Asking questions in bugs
• Define a threshold of questions/votes/severity for an issue in the support forum that can be used as a guideline for adding the issue to the Latest Issues article.
• Define a threshold of questions/votes/severity for an issue in the support forum that can be used as a guideline for creating a standalone article for the issue.

How do we know it's done?

• I'll publish an article on the process - Contributor thread for Breaking Issues Team

Schedule

• We have two more releases this quarter to refine the plan:
  • January 31
  • March 6
• Complete document by March 20

Notes