Support/Weekly Meetings/Agenda 2010-03-22

Sumo

• Q2 goals discussion -- some early ideas:
  • Establish a presence on social media (Twitter)
  • Launch new support forum
  • Launch new discussion forums
  • Establish support sub-teams for different focus areas, forum, social media, live chat, etc.
  • Write PRD for new KB
  • l10n reach % goal
• Weekly metrics
  • We now have more 3.6 visitors than 3.5 visitors. --cilias
• Last week's weekly support issues
• Article comment: "when I go to "Ask a support question", all I see is a "Search" box."

Knowledge Base

• New article: How do I edit options to add Adobe to the list of allowed sites
• Should the "For Internet Explorer Users" menu item be removed?
• Gather a list of things that need to be decided for the Kitsune KB.
• Addressing "persona" search terms.

Forum

• Responsibilities for contacting top forum contributors.

Live Chat

• Add Live Chat status to AAQ page? Maybe hours too? Preview --cilias
  • Would need bug 489263 to add estimated time and queue status

Roundtable

• Should we create a page on SUMO similar to 'Problematic extensions' to list add-ons known to cause issues for users? Almost a quarter of Live Chats that are marked 'solved' involve disabling an extension.
  • We already list extensions known to cause individual problems, but we don't have a centralized list.
• Weekly meeting with community on IRC
  • People are unfortunately not taking part in our weekly phone meetings, we could be more open with our day to day activity by having a session on IRC