Support/Goals/2010Q4: Difference between revisions

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=Users=
= Users =


*'''P1 Firefox 4 rollout (entire team)'''  
*{{done|'''P1 Firefox 4 rollout (entire team)''' }}
**Update the English articles for Fx 4 (Michael) [[Support/Goals/Doc_Updates#P1_Update_English_articles_for_Fx_4|Details]]
**Update the English articles for Fx 4 (Michael) <strike>[2010-11-09]</strike> [[Support/Goals/Doc Updates#P1_Update_English_articles_for_Fx_4|Details]]  
*P1 Update articles for Firefox Mobile, Firefox Home <strike>(Symbian/Blackberry)</strike> (Michael) [[Support/Goals/Mobile_Updates|Updates ongoing]]  
***<strike>Drafts of new Fx features [2010-11-22]</strike>
*P1 Phase II of soccorro outreach -- send emails to users with crashes that match articles (<u>David</u>/Michael) - [https://wiki.mozilla.org/PostCrash Project plan]
***<strike>Final articles [2010-12-10]</strike>
*P2 Rewrite most popular troubleshooting articles -- esp ones pointed to from SignPost (Michael) [[Support/Goals/Doc_Updates#P2_Troubleshooting_Articles|Details]]
*P1 Update articles for Firefox Mobile, Firefox Home <strike>(Symbian/Blackberry)</strike> (Michael) [Ongoing] [[Support/Goals/Mobile Updates|Details]]  
*P2 Make how-to tutorials for top articles (Michael) [[Support/Goals/Doc_Updates#P2_Video_How-tos_for_top_Articles|Details]]
*{{done|P1 Phase II of soccorro outreach}} -- send emails to users with crashes that match articles (<u>David</u>/Michael) - [https://wiki.mozilla.org/PostCrash Project plan]  
*P2 Rewrite most popular troubleshooting articles -- esp ones pointed to from SignPost (Michael) [[Support/Goals/Doc Updates#P2_Troubleshooting_Articles|Details]]
**Changes drafted/ready for review [2010-12-23]  
*P2 Make how-to tutorials for top articles (Michael) [[Support/Goals/Doc Updates#P2_Video_How-tos_for_top_Articles|Details]]
**Waiting on Fx 4 complete enough to screencast - may have to wait until Q1
*{{done|Have a support tab on our Facebook page}} (Kadir) [[Facebook Support tab|Details]]


=Metrics / Optimization=
=Metrics / Optimization=


*P1 Figure out the ratio of how many people find our site vs who needs help (Total support need of the Fx userbase) (David) - [http://etherpad.mozilla.com:9000/sumo2010q4-flowcharts Project plan]
*{{done|P1 Figure out the ratio of how many people find our site vs who needs help (Total support need of the Fx userbase)}} (David) - [http://etherpad.mozilla.com:9000/sumo2010q4-flowcharts Project plan]
*P1 Establish weekly SEO to improve KB support (<u>Cheng</u>/Michael) -- track behavior after searching with specific terms  
*{{done|P1 Establish weekly SEO to improve KB support}} (<u>Cheng</u>/Michael) -- track behavior after searching with specific terms [[Support/Goals/KB_SEO|Details]]
*P1 Establish a model of how support works (flowchart) and fill in with numbers (<u>David</u>/team) - [http://etherpad.mozilla.com:9000/sumo2010q4-flowcharts Project plan]
*{{done|P1 Establish a model of how support works (flowchart) and fill in with numbers}} (<u>David</u>/team) - [http://etherpad.mozilla.com:9000/sumo2010q4-flowcharts Project plan]
*P1 Create PRD and metrics plan for optimizing support funnel to live chat (<u>Matthew</u>/Cheng)  
*{{miss|P1 Create PRD and metrics plan for optimizing support funnel to live chat}} (<u>Matthew</u>/Cheng) - [http://etherpad.mozilla.com:9000/2010-live-chat-optimization Project plan] [2010-12-02]
*P2 Regular user testing about how users use our site (Michael) [[Support/Goals/UX_Testing|Details]]
*{{done|P2 Regular user testing about how users use our site}} (Michael) [2010-10-21, 11-19, 12-10] [[Support/Goals/UX_Testing|Details]]


=Community=  
=Community=  


*P1 Host a FX4-based Support Firefox Day (<u>Cheng</u>/Kadir/Michael/Matthew) [http://etherpad.mozilla.org:9000/support-firefox-day-2010Q4 Details]  
*{{drop|P1 Host a FX4-based Support Firefox Day (<u>Cheng</u>/Kadir/Michael/Matthew) [2010-12-02] [http://etherpad.mozilla.org:9000/support-firefox-day-2010Q4 Details] }}
*P1 Host a KB sprint around the new KB - [[Support/Kitsune/sprint|Details]] -  (<u>Kadir</u>/Michael)  
*{{done|P1 Host a KB sprint around the new KB}} - [[Support/Kitsune/sprint|Details]] -  (<u>Kadir</u>/Michael) [2010-12-02]
*P1 Make SUMO more welcoming to new community members (<u>Kadir</u>/Matthew/Michael)
*{{done|P1 Make SUMO more welcoming to new community members}}
**Figure out how we can create communities around sub-projects/products (is this the same goal as above?)
**{{done|Go through all Community-targeted copy and optimize it}} - [[Support/Goals/Doc_Updates#P1_Contributor_Documentation_Update|Details]] (<u>Michael</u>/Kadir) [2010-11-24]
**Go through all Community-targeted copy and optimize it - [[Support/Goals/Doc_Updates#P1_Contributor_Documentation_Update|Details]] (<u>Michael</u>/Kadir)  
***<strike>Rewrite the How to contribute page, and rename it</strike> [http://support.mozilla.com/en-US/kb/superheroes-wanted Superheroes Wanted!]
***Rewrite the How to contribute page, and rename it  
**{{done|Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page}} - [[Support/areas_of_responsibilities|Details]] - (<u>Kadir</u>/Matthew)  
**Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page - [[Support/areas_of_responsibilities|Details]] - (<u>Kadir</u>/Matthew)  
**{{done|Create wiki page that puts faces behind our community and gives an overview of its structure - [[Support/facepage|Details]]}} - (Kadir)  
**Create wiki page that puts faces behind our community and gives an overview of its structure - [[Support/facepage|Details]] - (Kadir)  
*{{done|P1 Include our community in QAing SUMO/Host Test Days}} - [[Support/Kitsune/testdays|Details]] - (<u>Kadir</u>/Matthew/Michael) [End of October]
*P1 Include our community in QAing SUMO/Host Test Days - [[Support/Kitsune/testdays|Details]] - (<u>Kadir</u>/Matthew/Michael)
*{{done|New KB introduction and KB Sprint at the Mozilla Balkans meetup}} - [[Support/balkan_meeting|Details]] - (<u>Kadir</u>)


=Platform=  
=Platform=  


*Roll out new KB  
*{{done|Roll out new KB}}
*Move off Tikiwiki (user/group tables)
*{{done|Move off Tikiwiki (user/group tables)}}


=Non-goals=
=Non-goals=


*{{done| Weekly internal team meetings}} (David)  
*{{done|Weekly internal team meetings}} (David)  
*Finalize list of dev requests for the next Firefox release (and supporting metrics) (<u>David</u>/Cheng)  
*{{done|Finalize list of dev requests for the next Firefox release (and supporting metrics)}} - [http://etherpad.mozilla.com:9000/firefox-features-for-support Details] (<u>David</u>/Cheng)  
*Establish a list of metrics that we want in the metrics dashboard (Cheng)  
*{{done|Establish a list of metrics that we want in the metrics dashboard}} (Cheng)  
*Incorporate metrics from Signpost project into weekly issues reporting
*Incorporate metrics from Signpost project into weekly issues reporting (Cheng)

Latest revision as of 15:56, 4 January 2011

Users

  • [DONE] P1 Firefox 4 rollout (entire team)
    • Update the English articles for Fx 4 (Michael) [2010-11-09] Details
      • Drafts of new Fx features [2010-11-22]
      • Final articles [2010-12-10]
  • P1 Update articles for Firefox Mobile, Firefox Home (Symbian/Blackberry) (Michael) [Ongoing] Details
  • [DONE] P1 Phase II of soccorro outreach -- send emails to users with crashes that match articles (David/Michael) - Project plan
  • P2 Rewrite most popular troubleshooting articles -- esp ones pointed to from SignPost (Michael) Details
    • Changes drafted/ready for review [2010-12-23]
  • P2 Make how-to tutorials for top articles (Michael) Details
    • Waiting on Fx 4 complete enough to screencast - may have to wait until Q1
  • [DONE] Have a support tab on our Facebook page (Kadir) Details

Metrics / Optimization

  • [DONE] P1 Figure out the ratio of how many people find our site vs who needs help (Total support need of the Fx userbase) (David) - Project plan
  • [DONE] P1 Establish weekly SEO to improve KB support (Cheng/Michael) -- track behavior after searching with specific terms Details
  • [DONE] P1 Establish a model of how support works (flowchart) and fill in with numbers (David/team) - Project plan
  • [MISSED] P1 Create PRD and metrics plan for optimizing support funnel to live chat (Matthew/Cheng) - Project plan [2010-12-02]
  • [DONE] P2 Regular user testing about how users use our site (Michael) [2010-10-21, 11-19, 12-10] Details

Community

  • [DROPPED] P1 Host a FX4-based Support Firefox Day (Cheng/Kadir/Michael/Matthew) [2010-12-02] Details
  • [DONE] P1 Host a KB sprint around the new KB - Details - (Kadir/Michael) [2010-12-02]
  • [DONE] P1 Make SUMO more welcoming to new community members
    • [DONE] Go through all Community-targeted copy and optimize it - Details (Michael/Kadir) [2010-11-24]
    • [DONE] Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page - Details - (Kadir/Matthew)
    • [DONE] Create wiki page that puts faces behind our community and gives an overview of its structure - Details - (Kadir)
  • [DONE] P1 Include our community in QAing SUMO/Host Test Days - Details - (Kadir/Matthew/Michael) [End of October]
  • [DONE] New KB introduction and KB Sprint at the Mozilla Balkans meetup - Details - (Kadir)

Platform

  • [DONE] Roll out new KB
  • [DONE] Move off Tikiwiki (user/group tables)

Non-goals

  • [DONE] Weekly internal team meetings (David)
  • [DONE] Finalize list of dev requests for the next Firefox release (and supporting metrics) - Details (David/Cheng)
  • [DONE] Establish a list of metrics that we want in the metrics dashboard (Cheng)
  • Incorporate metrics from Signpost project into weekly issues reporting (Cheng)
Retrieved from "https://wiki.mozilla.org/index.php?title=Support/Goals/2010Q4&oldid=275550"