Support/Ideas: Difference between revisions

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Michaelverdi

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 === Different templates for different KB Articles ===
 '''[[Support/Kitsune/KB/Priorities#Presentation_4|This Feature is a P3 in the KB PRD]]'''<br>
-Not all articles have the same type of information to display. We should different templates designed to best display a particular kind of article. For example a general, how to use a feature article could have a different layout from a troubleshooting article with multiple sets of steps.
+Not all articles have the same type of information to display. We should different templates designed to best display a particular kind of article. For example a general, how to use a feature article could have a different layout from a troubleshooting article with multiple sets of steps.<br><br>
+[http://www.grokdotcom.com/2009/07/28/tests-indicate-ogilvys-old-school-layout-still-a-winner/|Tests Indicate Ogilvy’s Old-School Layout Still a Winner]
 === How-to, overview, or tutorial videos ===
-Howcast is working on a video for us. [http://www.howcast.com/videos/415449-Screener-How-to-Use-Firefox-and-Get-the-Most-Out-of-Your-Browser This is their first draft.]<br>
+'''Howcast is working on a video for us. [http://www.howcast.com/videos/415449-Screener-How-to-Use-Firefox-and-Get-the-Most-Out-of-Your-Browser This is their first draft.]'''<br>
 LOTS of support sites have these, including the sites for Chrome, Safari and Internet Explorer. I'd love to see us have some on SUMO. I'd especially like to offer them at the end of a related KB article. Take the [https://support.mozilla.com/en-US/kb/Bookmarks Bookmarks] article for example. It has a nice screencast at the beginning that gives you a great basic example of bookmarking pages. At the end of the article it gives you LOTS of links to related articles that will show you just about everything you can imagine about bookmarks. Since this article is general information about a Fx feature and not a solution to a specific issue, it would be great is to have a bonus top Fx features/make your life easier video embeded here (and on other articles like this).<br>
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 [[File:Note.jpg]]
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+=== Notes for localizers ===
+Add [http://mxr.mozilla.org/mozilla-central/source/browser/locales/en-US/chrome/browser/aboutSessionRestore.dtd source code notes for localizers] to help explain informal phrases.
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 ==Support Forum==
 === Quickly narrow down forum posts for answering ===
+'''This feature exists. Now it needs a better UI to expose it. [https://bugzilla.mozilla.org/show_bug.cgi?id=591918 Bug 591918]'''<br>
 Being able to narrow down the field of posts to look through is especially helpful if you only have a short time to answer questions and/or you have a special area of expertise.
 *Here's a video of what I'm talking about (Ogg 2min): [[File:Forum3.jpg|link=http://sumo.graymattergravy.com/videos/forum.ogv]]
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 === Badges, Points, Reputation, Stats ===
+'''This is the [[Support/Goals/2010Q3|Karma System goal]] (moving to Q4) that will be led by Kadir.'''<br>
 I'd love to have some automatic way to recognize contributor achievements. It would be nice to try to inject a little bit of fun or whimsy into answering questions.
 *Here's a video of how a few sites handle this (Ogg video 3:30): [[File:Badges-stats.jpg|link=http://sumo.graymattergravy.com/videos/badges-stats.ogv]]
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+[http://www.slideshare.net/dings/pawned-gamification-and-its-discontents|Pawned. Gamification and Its Discontents]
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 ==Live Chat==
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 === Crash reporter suggests a KB article(s) ===
+'''[[PostCrash|This feature has a PRD]]'''<br>
 When Firefox crashes it would be great if the crash reporter could give users a link to relevant (I'm not sure how much info the crash reporter "knows") KB articles – [http://support.mozilla.com/en-US/kb/Firefox+crashes Firefox crashes] at the very least.
+=== Live Help Video Show ===
+Inspired by [http://input.michaelverdi.com/post/905597228/attention-industry-deliberate-accountability-an-idea this]. I'd like to do a live streaming show where I viewers ask me questions about firefox - either fixing things/solving problem or on general use and I explain and show solutions. I'd go back and forth between showing myself talking to the audience and showing what I'm doing on my screen. I'd also show how I look things up on SUMO and use the articles to solve problems.
+=== Add a Join SUMO note to about:config ===
+Idea from [http://www.toolness.com/wp/?p=838 here].
+=== Apple Express Lane ===
+Apple has a kind of flow chart system to help you narrow down your issue and get to a support article (or other types of support).
+[[File:Express.jpg]]
+== Resources ==
+*[http://www.amazon.com/Emotional-Design-Love-Everyday-Things/dp/0465051367 Emotional Design: Why We Love (or Hate) Everyday Things]
+*[https://heatmap.mozillalabs.com/index.html/ Visualizing Firefox 4 Beta Usage]
+*[http://headrush.typepad.com/creating_passionate_users/2005/08/you_are_a_marke.html You ARE a marketer. Deal with it.]
+*[http://uxmyths.com/post/717755413/myth-search-will-solve-a-websites-navigation-problems Myth #16: Search will solve a website’s navigation problems]
+*[http://52weeksofux.com/post/647891017/teach-your-users-well Teach Your Users Well]
+*[http://blogs.hbr.org/cs/2010/07/why_your_customers_dont_want_t.html Why Your Customers Don't Want to Talk to You]
+*[http://www.socialmediaexaminer.com/how-microsoft-xbox-uses-twitter-to-reduce-support-costs/ How Microsoft Xbox Uses Twitter to Reduce Support Costs]