Support:PRD: Difference between revisions

Support:PRD (view source)

Revision as of 00:41, 11 October 2007

693 bytes added , 11 October 2007

→‎Four types of content on the knowledge base

Djst

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 The Knowledge base is the back bone of the Firefox support platform. All known issues should be addressed, as best possible, in a user friendly knowledge base article that is easily and quickly accessible to an end-user.
-== Four types of content on the knowledge base ==
+== Content types ==
-# '''Reference charts:''' Reference charts are points of reference, that list all possible user-oriented options, like keyboard shortcuts, menu reference, command-line options, etc.
+The content of the knowledge base are split up in the following two major categories:
-# '''Tutorials:''' Tutorials will take a feature of Firefox, and explain the very basics on how to get started using it. More advanced elements of a feature should not be included in a feature tutorial.
-# '''How To's:''' How To's answer specific questions, regarding the use of Firefox.
+=== Help ===
-# '''Troubleshooting:''' This is the content that is more generally associated with “support” that helps users solve problems they have with Firefox. The troubleshooting section will initially be populated with MozillaZine Knowledge Base content that will be organized in a tagging structure that incorporated most frequently accessed questions data. KB style guides will allow for most user friendly help content and will evolve to include visuals.
+Help translates to "articles about things you can do with just Firefox", like adding a bookmark, using a keyboard shortcut, or similar. Articles under the Help category should be searchable from the Firefox built-in help window, as well as the SUMO web site. See '''Support''' below for what Help is ''not'' about.
+* '''Reference charts:''' Reference charts are points of reference, that list all possible user-oriented options, like keyboard shortcuts, menu reference, command-line options, etc.
+* '''Tutorials:''' Tutorials will take a feature of Firefox, and explain the very basics on how to get started using it. More advanced elements of a feature should not be included in a feature tutorial.
+* '''How To's:''' How To's answer specific questions, regarding the use of Firefox.
+=== Support ===
+Support translates to "articles about fixing problems in Firefox that require more than just Firefox, or highly technical stuff that should not be exposed to users of the built-in help". For example, how to move a profile folder, or how to configure Norton firewall to not block Firefox.
+* '''Troubleshooting:''' This is the content that is more generally associated with “support” that helps users solve problems they have with Firefox. The troubleshooting section will initially be populated with MozillaZine Knowledge Base content that will be organized in a tagging structure that incorporated most frequently accessed questions data. KB style guides will allow for most user friendly help content and will evolve to include visuals.
 == Content Creation ==