Support/Goals/2011Q3: Difference between revisions

From MozillaWiki
Jump to navigation Jump to search
(Created page with "'''Desktop''' *{{new|Drive 2 support related features through implementation in Nightly}} *{{new|Develop plan for reporting top Firefox issues regularly and ensure this gets app...")
 
 
(74 intermediate revisions by 6 users not shown)
Line 1: Line 1:
'''Desktop'''
==Desktop==
*{{new|Drive 2 support related features through implementation in Nightly}}  
*{{promoted}} {{miss|Drive 2 support related features through implementation in Nightly}}  
*{{new|Develop plan for reporting top Firefox issues regularly and ensure this gets appropriate product/developer team attention}}  
**{{miss|Ensure that we do everything we can to get [https://wiki.mozilla.org/Support/Firefox_Features/Clean_up_user_profile Reset Firefox] implemented in Firefox Nightly}} (<u>Michael</u>) [https://wiki.mozilla.org/Support/Goals/2011Q3/Fx_Features#Fix_Profile Timeline]
**{{miss|Ensure that we do everything we can to <strike>[https://wiki.mozilla.org/Support/Firefox_Features/Clean_install Clean Install]</strike> eliminate causes of broken installs Firefox Nightly}} (<u>Michael</u>) [https://wiki.mozilla.org/Support/Goals/2011Q3/Fx_Features#Broken_installs Timeline]
*{{promoted}} {{ok|Develop plan for reporting top Firefox issues regularly and ensure this gets appropriate product/developer team attention}} (<u>Cheng</u>) [[Support/Goals/2011Q3/Reporting top Firefox issues]]
*{{done|Definition, Design and Planning done for: Super Reload <strike>More understandable way to clean cache and cookies</strike>}} - [https://wiki.mozilla.org/Super_Reload Feature Page] (<u>Michael</u>) [https://wiki.mozilla.org/Support/Goals/2011Q3/Fx_Features#Clear_Cookies_.26_Cache Timeline]
*{{done|Definition, Design and Planning done for: Network Down page <strike>Provide intuitive steps when Firefox can't connect</strike>}} - [https://wiki.mozilla.org/Network_Down_page Feature Page] (<u>Michael</u>) [https://wiki.mozilla.org/Support/Goals/2011Q3/Fx_Features#Help_when_Fx_can.27t_connect Timeline]


''' Mobile'''
==Mobile==
*{{new|Make Android a top tier platform on SUMO}} (''Specifics of this goal to be defined within the first 3 weeks of Q3'')
*{{promoted}} {{done|Make Android a top tier platform on SUMO}} (''Specifics of this goal to be defined within the first 3 weeks of Q3'') (<u>Michelle</u>) [[Mobile Support Project Page]]


'''Services'''
==Services==
*{{new|Have user support offering ready by beta launch of BrowserID}}  
*{{promoted}} {{done|Ensure that we do everything we can to have a support offering ready for launch of BrowserID}} [https://wiki.mozilla.org/Support/Goals/2011Q3/Identity_Documentation Project Page] (<u>Ibai</u>)
*{{new|Define and document Apps Market support strategy}}
*{{promoted}} {{ok|Define and document Apps Market support strategy}} [https://wiki.mozilla.org/Support/Goals/2011Q3/Apps_Market_Support_Strategy Project Page] (<u>Ibai</u>)
*{{done|PRD for support in Account Portal in place}} [https://wiki.mozilla.org/Support/Goals/2011Q3/Account_Portal_In_Product_Help Project Page] (<u>Ibai</u>)
 
==Metrics & Insights==
*{{done|SUMO unified monthly feedback report in place}} - (<u>Ibai</u>) [[https://wiki.mozilla.org/Support/Goals/2011Q3/SUMO_unified_feedback_report Project Page]]
*{{drop|Live chat and Karma metrics}} - (<u>Cheng</u>) -- Should change to devise comprehensive metrics strategy (in conjunction with above)
 
==Community & L10N==
*{{done|Sprints for rolling out private messaging / groups}} (<u>Kadir</u>) [http://etherpad.mozilla.com:9000/sumo2011q2-goals-users-groups-sprint Project Page]
*{{ok|Publish new docs for localizers to reflect latest platform changes}} (<u>Kadir</u>) [http://etherpad.mozilla.com:9000/sumo-doc-rewrite details]
*{{ok|Write a PRD to get better feedback loops in place, to nudge our community into giving an answer to every single question asked in the forum}} (<u>Kadir</u>) [http://etherpad.mozilla.com:9000/feedback-loops details]
**{{ok|Write document about community  metrics we want to track, how we want to track them and the goals we  should set around that}} (<u>Kadir</u>)
*{{done|Inform our community manually and regularly about the current status of the forum (questions asked, %age replied to, etc) to provide feedback that they can react to}} (<u>Kadir</u>) [http://etherpad.mozilla.com:9000/manual-feedback-loops details]
*{{risk| Stretch goal: Get better feedback loops in place, to nudge our community into keeping the top 20 articles localized}} (<u>Kadir</u>, sumodev) [http://etherpad.mozilla.com:9000/top-2020-20articles-20localized details]
*{{risk|Stretch goal: Let people help on Verbatim without getting an LDAP account or having to physically sign and send  in a commiter's agreement}} (<u>Kadir</u>, legal, webdev, l10n) [http://etherpad.mozilla.com:9000/sumo2011q2-goals-streamlined-verbatim-experience Project Page]
 
==Knowledge Base==
*{{miss|Increase the weighted average helpfulness of the top 10 failing troubleshooting articles to over %50%}} - (<u>Michael</u>) [https://wiki.mozilla.org/Support/Goals/2011Q3/Troubleshooting_Articles Project Page]

Latest revision as of 20:17, 12 June 2012

Desktop

  • [PROMOTED] [MISSED] Drive 2 support related features through implementation in Nightly
    • [MISSED] Ensure that we do everything we can to get Reset Firefox implemented in Firefox Nightly (Michael) Timeline
    • [MISSED] Ensure that we do everything we can to Clean Install eliminate causes of broken installs Firefox Nightly (Michael) Timeline
  • [PROMOTED] [ON TRACK] Develop plan for reporting top Firefox issues regularly and ensure this gets appropriate product/developer team attention (Cheng) Support/Goals/2011Q3/Reporting top Firefox issues
  • [DONE] Definition, Design and Planning done for: Super Reload More understandable way to clean cache and cookies - Feature Page (Michael) Timeline
  • [DONE] Definition, Design and Planning done for: Network Down page Provide intuitive steps when Firefox can't connect - Feature Page (Michael) Timeline

Mobile

  • [PROMOTED] [DONE] Make Android a top tier platform on SUMO (Specifics of this goal to be defined within the first 3 weeks of Q3) (Michelle) Mobile Support Project Page

Services

  • [PROMOTED] [DONE] Ensure that we do everything we can to have a support offering ready for launch of BrowserID Project Page (Ibai)
  • [PROMOTED] [ON TRACK] Define and document Apps Market support strategy Project Page (Ibai)
  • [DONE] PRD for support in Account Portal in place Project Page (Ibai)

Metrics & Insights

  • [DONE] SUMO unified monthly feedback report in place - (Ibai) [Project Page]
  • [DROPPED] Live chat and Karma metrics - (Cheng) -- Should change to devise comprehensive metrics strategy (in conjunction with above)

Community & L10N

  • [DONE] Sprints for rolling out private messaging / groups (Kadir) Project Page
  • [ON TRACK] Publish new docs for localizers to reflect latest platform changes (Kadir) details
  • [ON TRACK] Write a PRD to get better feedback loops in place, to nudge our community into giving an answer to every single question asked in the forum (Kadir) details
    • [ON TRACK] Write document about community metrics we want to track, how we want to track them and the goals we should set around that (Kadir)
  • [DONE] Inform our community manually and regularly about the current status of the forum (questions asked, %age replied to, etc) to provide feedback that they can react to (Kadir) details
  • [AT RISK] Stretch goal: Get better feedback loops in place, to nudge our community into keeping the top 20 articles localized (Kadir, sumodev) details
  • [AT RISK] Stretch goal: Let people help on Verbatim without getting an LDAP account or having to physically sign and send in a commiter's agreement (Kadir, legal, webdev, l10n) Project Page

Knowledge Base

  • [MISSED] Increase the weighted average helpfulness of the top 10 failing troubleshooting articles to over %50% - (Michael) Project Page
Retrieved from "https://wiki.mozilla.org/index.php?title=Support/Goals/2011Q3&oldid=440542"