Mobile Support Project Page

This plan describes the scope and schedule of tasks to make Android a top tier platform on SUMO.

Expand Self-Service Support Content

This plan proposes development of the following new mobile support articles.

Topic	Article	Status	Notes
New to Firefox Mobile	How do I use the Start screen?	0% complete
Common Questions	How do I view the full version of web sites?	0% complete
Troubleshooting	How do I download Firefox mobile without access to the Android Market?	0% complete
Troubleshooting	How do I uninstall/reinstall?	0% complete
Privacy and Security	How do I clear the browser cache?	0% complete : hardware settings, manage applications
Privacy & Security	Ho do I clear recent history?	0% complete : Clear Mobile History add-on
Privacy & Security	How does Firefox provide secure mobile browsing?	0% complete
Privacy and Security	What are app permissions and when should I accept them?	0% complete	672391
Privacy & Security	How do I tell Firefox Mobile to forget my password?	0% complete Settings > Preferences
Privacy & Security	How do I control pop-ups in Firefox Mobile?	0% complete (site options button, clear site prefs, reload page)
Using Firefox Mobile	How do I control ads in Firefox Mobile?	0% complete ad blocker add-on
Customizing Firefox Mobile	How do I use mobile personas?	0% complete	personas add-on
Advanced	How do I move FF Mobile to an SD card?	0% complete

Firefox 6.0 Mobile Documentation

Update documentation and screenshots for the following FF6 features.

• Hardware menu changes and Site ID menu changes.

See the Article Tracking page for status.

Firefox 7.0 Mobile Documentation

Develop the following documentation for FF7 release and deliver to localization teams.

• Text Selection for copy/paste
  

• Language picker button on first run start page and in preferences
  

• Quit option in identity menu/hardware menu

• Session history

See the Article Tracking page for status.

Optimize for Small Screens

Optimize Knowledge Base articles for mobile by replacing appropriate multi-screen shots and mobile feature videos with animated gifs. The view of forum questions should be optimized for mobile devices.

Priority	Issue	Status	Notes
3	Fix mobile view of mozilla.com/mobile	Fixed	filed 672863
3	Fix mobile view of support forums	NEW	675801 Need to update this bug with different screen shots and focus on the individual post screen to help the most users.
3	Replace Awesome screen 700px wide screenshot with 250px wide animated gif	50% complete	gallery image
3	Replace 700px wide install screenshot with 250px wide animated gif	20% complete
3	Replace Getting Started with Firefox Mobile video with animated gif	30% complete	test animation

Improve Paths to Mobile Support

Creating clear and intuitive paths to mobile support is an important part of making Android a top tier platform on SUMO. The web pages in this section should be updated to provide the best experience for Android users who need support.

Mozilla.com

The Mobile Release Notes should take users to http://support.mozilla.com/mobile page rather than directly to the forum page at https://support.mozilla.com/en-US/questions?tagged=mobile.

The Mobile release notes FAQ section should include a pointer to http://support.mozilla.com/mobile.

The Mobile platforms page should be fixed to correctly point to support.mozilla.com/mobile. A redesign of http://support.mozilla.com/kb/will-firefox-work-on-my-device page should also be considered for scalability.

The Get Involved web page for mobile at http://www.mozilla.com/en-US/mobile/getinvolved/ should include SUMO information.

The Mobile FAQ should include an Additional Resources section with SUMO links and refer to SUMO for help with using Firefox Mobile.

Facebook

The Website section of the Firefox Mobile Facebook page http://www.facebook.com/firefoxformobile?sk=info should be updated to include a link to http://support.mozilla.com/mobile.

In-product Pages

The about:home page for mobile should be updated to include an icon for Help and track 563661 about:support page development for mobile.

Android Market

• Use auto-responder on FirefoxforAndroid@mozilla.com alias which directs users to SUMO and Input

• Add information about support.mozilla.com to description of Firefox in Android Market

Site	Issue	Status	Notes
Mozilla.com	http://www.mozilla.com/mobile/platforms includes broken link to support	NEW	669783
Mozilla.com	FF Mobile Release Notes link to forums page instead of mobile support page
Mozilla.com	FAQ section of Release Notes should link to mobile support articles landing page
Mozilla.com	Mobile FAQ should link to mobile support articles landing page in Additional Resources
Mozilla.com	Get Involved should include information about SUMO
Facebook.com	Info page for Mobile Firefox on Facebook should point to support	fixed
In-product	about:home changes to the Get Help button		669166
In-product	about:support		563661
Android Market	Description	add support information to description	672950

Grow and Strengthen Community of Experts

This plan proposes community development efforts beginning in 2011Q3 which will create a foundation for supporting the emerging mobile community over time and encouraging long-term stability.

• Outreach to local groups, and start new groups

• Establish role in the community by introductions on forum and video blog, weekly blogging, monthly dashboard updates and daily forum/discussion posts http://blog.mozilla.com/sumo

• Remove barriers to contribution

• Outreach to global groups

• Create calendar for forum helpers, so folks can sign up for times

• Create list of items that need doing: documentation, canned responses, meeting agendas

• Start sumo meeting weekly for mobile community development

• Develop Volunteer Guidebook with welcome, getting started, coordinator expectations, moderator expectations, volunteer commitment expectations, organization, meetings, forums, and if you are having trouble meeting your commitment

Site	Issue	Status	Notes
Local outreach	Need to develop community in Bay area	5% complete, one meeting held, planning second at SF location	San Francisco Firefox Mobile User Group
blog.mozilla.com/sumo	Video introduction	50% complete
blog.mozilla.com/sumo	Blog first month on SUMO Mobile	5% complete	personas, QA tools, project planning, article updates
support.mozilla.com	Setup Mobile FF Group Dashboard	0% complete
google calendar	calendar of sumo forum contributors to mobile	0% complete
to do list	wiki article	0% complete
support.mozilla.com	Volunteer Guidebook	0% complete

Provide Regular Reports

This plan includes reporting summary data of support insights to drive mobile development priorities with product, engineering and QA teams on a weekly basis.

• Action items -- what problems can we solve now, how can they be solved.
  • Focus on specific/reproducible items
  • Urgent items need to be brought to light quickly
• List of issues/bugs and numbers (some sense)
  • Gather data from input.mozilla.com
  • Gather info from tag usage (if possible)
  • What are the solutions being proposed
• Data from forums and input
• Search terms
• Article visits
• Overall traffic

Report Effectiveness of Mobile Support Offerings to SUMO

• Solutions posted

• Questions answered

• Helpful articles

• New questions asked

• Most viewed articles versus most asked questions

Out of Scope

This plan precludes any work on Live Chat for Mobile.

Revision History

Version 1.0, July 8th based on David's Version 6.0 Mobile Support Plan from January

Version 2.0, July 18th based on initial research

Version 3.0, July 22nd update metrics specifics and proposed articles

Version 4.0, July 24th add graphics and banners

Version 5.0, July 25th add schedule and scope

Version 6.0, August 2, add verdi's comments