Support/Goals/2012Q1: Difference between revisions
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Michaelverdi (talk | contribs) (Created page with "==High-level 2012 goals== '''Retain users''' *Maximize self-service efficiency *Achieve 100% action rate in user-to-user support '''Improve our products''' *Listen to our users t...") |
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*{{new|Update all Mobile support documentation for NativeUI}} [ML/RA] [[Support/Goals/page-name|Plan]] | *{{new|Update all Mobile support documentation for NativeUI}} [ML/RA] [[Support/Goals/page-name|Plan]] | ||
*{{new|Design and document a process for documenting emerging issues}} [MV] [[Support/Goals/page-name|Plan]] | *{{new|Design and document a process for documenting emerging issues}} [MV] [[Support/Goals/page-name|Plan]] | ||
*{{new|Reduce articles waiting for review to one week or less}} [MV] [[Support/Goals/ | *{{new|Reduce articles waiting for review to one week or less}} [MV] [[Support/Goals/Review_Wait_Time|Plan]] | ||
==Improve our products== | ==Improve our products== | ||
Revision as of 00:32, 23 December 2011
High-level 2012 goals
Retain users
- Maximize self-service efficiency
- Achieve 100% action rate in user-to-user support
Improve our products
- Listen to our users through more sources
- Communicate findings better to developers
Meta goal: Grow our community
Retain users
- [NEW] Findability work on SUMO & Search [Devs/CW/MV] Plan
- [NEW] Define and implement Metrics and KPI Dashboard [AT] Plan
- [NEW] Finalize Marketplace support for the beta release [IG] Plan
- [NEW] Launch the pilot Genius Bar event [CW/IG/ML/MV] Plan
- [NEW] Update all Mobile support documentation for NativeUI [ML/RA] Plan
- [NEW] Design and document a process for documenting emerging issues [MV] Plan
- [NEW] Reduce articles waiting for review to one week or less [MV] Plan
Improve our products
- [NEW] Hire Support Analyst (Desktop Release) [DT] Plan
- [NEW] Provide recommendations for social media analytics tools (Twitter/Facebook) [IG] Plan
- [NEW] Implement bottom-up feedback reporting to developers to support top-down reporting [CW] Plan
Grow our community
- [NEW] Develop overview of all l10n communities [RA] Plan
- [NEW] Develop program to build and energize community around product releases [MA] Plan
- [NEW] Develop program to recognize and reward community members [MA] Plan
- [NEW] Develop a mentoring toolkit for the SUMO special interest group (from REMO) [RA] Plan
- [NEW] Develop program to build and energize our community around the first NativeUI release [ML/MA] Plan