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| = Support =
| | {{SUMONavbar}}<br> |
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| [[File:sumo_logo_help_small.png]]
| | '''Welcome to the SUMO (Mozilla Support) Wiki!''' |
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| == Who are we ==
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| SUMO ([https://support.mozilla.org/ SUpport.MOzilla.org]) is a global gathering of many enthusiastic and dedicated people whose passion is to help all users of Mozilla's software and products. SUMO operates on the same principle that Mozilla does: a core of staff coordinating the operations and an army of contributors powering them. | | SUMO ([https://support.mozilla.org/ SUpport.MOzilla.org]) is a global gathering of many enthusiastic and dedicated people whose passion is to help all users of Mozilla's software and products. SUMO operates on the same principle that Mozilla does: a core of staff coordinating the operations and an army of contributors powering them. |
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| You can find a detailed list and contact info for our staff members and core contributors [[Support/Team|here]]. Any questions, feedback or concerns - please reach out, we would love to hear from you!
| | This Wikipage is intended to give you information about how we work and how you can get involved as a contributor. |
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| There's a few dozens different groups of people involved in making SUMO happen. [https://support.mozilla.org/en-US/groups. Click here for a full list].
| | <div style="border-radius:50px;width:30%;float:left;display:block;margin:1.5%;border:1px solid #C4C295;text-align:center;padding:0 2.5% 2.5% 2.5%;background-color:#e6eefc;"> |
| | == Contributors == |
| | '''Resources SUMO contributors.''' |
| | <div style=text-align:justify;> |
| | * [https://mozilla.teachable.com/p/sumo-forum Support Forum] |
| | * [https://mozilla.teachable.com/p/sumo-kb-article Knowledge Base] |
| | * [https://mozilla.teachable.com/p/sumo-localization Article Localization] |
| | </div> |
| | </div> |
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| == Overview == | | <div style="border-radius:50px;width:30%;float:left;display:block;margin:1.5%;border:1px solid #C4C295;text-align:center;padding:0 2.5% 2.5% 2.5%;background-color:#ededf0;"> |
| With over 30 million visits a month, we help users around the world by providing tips and answering questions in the form of knowledge base articles, question and answer forums, and social support.
| | == Mozilla staff == |
| | '''Resources for Mozilla staff.''' |
| | <div style=text-align:justify;> |
| | * Please check out the [https://mana.mozilla.org/wiki/pages/viewpage.action?pageId=40049241 Customer Experience page in Mana.] |
| | </div> |
| | </div> |
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| With content in 74 languages, SUMO has global reach. Almost 60% of our visitors seek answers in languages other than English.
| | [[Category:Support]] |
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| SUMO has one of the largest contributor bases at Mozilla, with over 100 core contributors, with 60-90 members joining each week.
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| For more detailed information about SUMO, see this [https://docs.google.com/presentation/d/1IIT0fD8FKVpw7zUVb7uBp2iRcs3uNJH2wJnHkzYSX4Y/edit?usp=sharing presentation].
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| ===What's New===
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| SUMO is continually exploring ways to provide impactful and innovative support to over a billion Firefox users. Our projects include:
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| *[https://docs.google.com/presentation/d/1IIT0fD8FKVpw7zUVb7uBp2iRcs3uNJH2wJnHkzYSX4Y/edit#slide=id.g11dd88cf32_4_0 Social Media Support (Q1 2016)]
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| **Social media support enables us to establish relationships with users, developers and Internet advocates, detect emerging crises and enable users take control by providing social support in a sustainable, contributor-driven way.
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| *[https://blog.mozilla.org/sumo/ SUMO Blog]
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| **SUMO's official community blog. Get the latest scoop on community life, such as upcoming events around the world,
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| == Contribution areas ==
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| * [https://support.mozilla.org/en-US/get-involved/kb Write Help Articles for the Knowledge Base] - The KB is the main point of contact for our users that receives 30+ million views a month. Base articles are created in English.
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| * [https://support.mozilla.org/en-US/get-involved/questions Answer Questions in the Support Forum] - The forums are our User to User help channel manned by our amazing contributors. Users add 150-200 questions a day.
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| * [https://support.mozilla.org/en-US/get-involved/l10n Translate Articles to your Languages] - Our articles are localized into 74 different languages. Nearly 60% of our visitors don’t see the site in English.
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| * Help users in Social Channels
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| ** [[Support/Social|Social Media Support]] - Social media helps Firefox better understand its users. There are about 14,000 questions/comments on Firefox social media platforms every month. More often than not, when people experience issues with Firefox, they tend to share them on Twitter and Facebook before submitting bugs or seeking out solutions from SUMO. We're here to help, share our knowledge and build relationships that will empower our users to get the most out of their Firefox.
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| ** [https://support.mozilla.org/en-US/get-involved/army-of-awesome Army of Awesome]
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| == Meeting schedule ==
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| *Wednesdays 09:00 PST [[Support/Weekly_Meetings| Weekly SUMO Community Meetings]]
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| *Thursdays 09:00 PST (discontinued) [[Support:Sumodev| Weekly Platform Meetings]]
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| == Where you can find us ==
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| If you have a specific question about supporting users or want to learn more about how to help support Firefox users, you are strongly encouraged to reach out to SUMO volunteers and staff. We have two channels for this:
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| * If you have a quick question, you can find us on IRC at irc.mozilla.org in [http://www.mibbit.com/chat/?server=irc.mozilla.org&channel=%23sumo #sumo]. This is for live discussion but not for decisions since it is time zone challenged :-) and not everybody uses IRC.
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| * All other discussion and questions about helping to support users, should be posted to the [https://support.mozilla.org/forums SUMO contributor forum]. This is where longer form discussion takes place and decisions are documented.
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| == Obsolete docs ==
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| === Firefox ===
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| Want to get help with Firefox?
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| Check out:
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| * Support resources: http://support.mozilla.org/
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| * Support chat:
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| ** irc://irc.mozilla.org/firefox or
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| ** [https://chat.mibbit.com/?url=irc%3A%2F%2Firc.mozilla.org%2Ffirefox web chat via Mibbit]
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| ** [https://kiwiirc.com/client/irc.mozilla.org/firefox web chat via KiwiIRC]
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| === Contributing to Mozilla support ===
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| Want to help with Mozilla support (AKA Support Mozilla (SuMo))?
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| Check out these resources and join in.
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| === [http://support.mozilla.com/contribute Getting started contributing to SUMO] ===
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| * [[Support/Weekly_Meetings|Weekly Meetings]]
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| * [http://support.mozilla.com/en-US/forums/contributors Contributors forum]
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| * IRC channel: #sumo
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| * [[Support:Press_list|Press list]]
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| * [[Support/SUMO_event_kit|SUMO Event Kit]]
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| * [[Support/SUMO_day|SUMO Day]]
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| * [[Support/Social|Social support]]
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| * [https://air.mozilla.org/channels/sumo-support/ SuMo General Channel]
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| * [https://air.mozilla.org/channels/sumo-meetings-channel/ SuMo Meeting channel on Air Mozilla] - Only Mozillians and staff can access this
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| ==== Need help in figuring out what to do? ====
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| [https://support.mozilla.org/forums/buddies/710681 If you are stuck, don't know what to do, and need some friendly guidance, '''please click here''' and read this]!
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| === Development ===
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| * Mailing list/forum: [http://www.mozilla.org/about/forums/#dev-sumo dev-sumo@lists.mozilla.org] (moderated)
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| * IRC channel: #sumodev
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| * Ongoing [https://wiki.mozilla.org/Bugmasters/Bug_days/SUMO Bug triage]. You don't have to be a developer to help the developers with this task!
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| * [[Webdev/GetInvolved/support.mozilla.org|Get Involved]] - includes mentored bugs for new contributors
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| * [https://kitsune.readthedocs.org/ Kitsune documentation] - includes Kitsune setup guide
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| Old stuff:
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| * [[/Developer Tips|Tips and tricks for developers]]
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| * [[Support:Sumodev|Contributing to the Code - SUMOdev]]
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| * [[/Kitsune|Kitsune, the support webapp]]
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| * [[Support/Notifications|Notification system, take two]]
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| * [[Support/Buddies|Buddies]]
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| * [[Support:Overview|Overview]]
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| * [[Support/Mobile|Mobile Support]]
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| * [[Support:Article_list|Initial list of articles for first version the Knowledge Base]]
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| * [[Support:Alpha_Article_Tracking|Alpha article tracking page]](moved to support site)
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| * [[Support:Style_Guide|Manual of Style]](moved to support site)
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| * [[Support:Getting_Started|Contributor Home Page]](moved to support site)
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| * [[Support:How_to_Create_Screenshots|How to create screenshots]]
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| * [[Support:Links_to_KB|Mozilla web site Knowledge Base that needed switching]]
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| * [[Support/mz_credits|Pages in need of MozillaZine credit]]
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| * [[Support:PRD|Product Requirements]]
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| * [[Support:Future forum ideas|Future Forum Ideas]]
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| * [[Support:IncreasingContributions|Increasing Contributions]]
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| * [[Support:CurrentProjects|Current Projects]]
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| * [[Support/In-product|In-product help tracking]]
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| * [[Support/Firefox3:Articles|Articles needing updates for Firefox 3]]
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| * [[Support/l10n]]
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| * [[Support:Search_Implementation|Search Implementation Plan]]
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| * [[Support:Search_Requirements|Search requirements]]
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| * [[Support/VideoContest|Video Contest]]
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| * [[Support/VideoContest:Guidelines|Video Contest Guidelines]]
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| * Initial kick off and brainstorming discussions - [[Support:ImprovingSupportOptions]]
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| * Google discussion group [http://groups.google.com/group/mozilla.support.planning mozilla.support.planning]
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| * [[Support/IRC-meetings|Monthly IRC meetings]]
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| * [[Support/KB/Meetings|Weekly KB meetings]]
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| * [[Support/Mobile/Weekly Mobile Meetings|Weekly Mobile meetings]]
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