Support/Weekly Meetings/Minutes 2009-08-24

Sumo

• Weekly metrics
  • "cookies" is the most popular search term
  • http://support.mozilla.com/kb/Websites+say+cookies+are+blocked
    • On that article, for the question "Did this article solve a problem you had with Firefox?", 111 people votes yes last week, 160 voted no
  • Not clear why people are having this problem recently -- keeping eyes and ears open
  • cilias to parse through the article feedback of Websites say cookies are blocked to see if we can get any clues there
  • Live Chat: 25% of all cookie issues were about Yahoo, all were fixed by clearing the cookies
• Last week's weekly support issues

Knowledge Base

• Attn: bug 505356 "Open all external links in KB articles in new window/tab" -Milos
  • Annoying when you read a support article, and you want to read a .. right-click
• Bookmarks reorganization -- Bo is going to start filing bugs this week for new task-specific articles.
• Thanks to Bo, all top 5+ crash articles are in the KB. One new one this week. Big thanks to Bo!
  • cilias to test searches to make sure they work (including non-en-US locales)
  • cww to see how we can add "crash" to the Crash Report form as an OR search, to ensure that the generic "Firefox Crashes" article is always included in the results
• This week we'll focus on getting the Bookmarks and Cookies articles split.
• KB CSAT took a dive in March, but I don't know the cause
  • There were three firedrills in April, which was the second month of drop, but that doesn't explain March
  • djst to ask Patrick and Ken about this to see if there are other similar drops in March-April other than SUMO CSAT
• PRD draft for KB article requests, tracking, and discussion. (Discussion thread)
• Looking for feedback from localizers: Simplifying how to translate articles.
• Probable change in screencast/screenshot policy. Have a look. Give your feedback. [1]
• Sumodev stuff for anyone who wants to test on support-stage:
  • Email notification when an edit is made/approved/rejected (with comments). bug 446082
  • Reviewers now set "Mark other translations as out of date" instead of editors. bug 469188

Forum

• Writing guidelines for forum moderators (draft)
• Forum search currently filters by locale, which is rather pointless since we only have one locale and it wouldn't be able to distinguish other languages even if someone e.g. wrote a post in German
  • cww to test and file bug

Live Chat

• Top tags from last week
  • Crash was the top issue all of last week
• Web client demo - currently in testing
  • Goal is to have Milestone 1 complete this week
  • zzxc to make sure the page works and then SUMO team will test. Then we can get more testing from Live Chat people once we know it at least work relatively well.
• Canned responses have been updated with new common issues and troubleshooting steps
  • To update this week http://support.mozilla.com/en-US/kb/Introduction+to+Live+Chat

Roundtable

• SFD will be a KB writing sprint on 9/3
  • Blog post about it to be posted today
• Laura wants to know if we should link to SUMO articles on the Plugin Checkup page.
  • Let's definitely link to SUMO, but let's make sure to review the target articles to make sure they're up to date.