Support/Goals/2011Q3/Troubleshooting Articles: Difference between revisions
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There are two basic things we can do: | There are two basic things we can do: | ||
*Improve the articles (re-write, add screencasts, emphasize the most popular solution). | *Improve the articles (re-write, add screencasts, emphasize the most popular solution). | ||
*Write new articles that | *Write new articles that supersede the old articles. For example, maybe something like a "Factory Reset" (new profile and clean install) to replace Firefox is Slow, Basic troubleshooting, Fx takes a long time to start up, most of Firefox Crashes. | ||
==Plan== | ==Plan== | ||
*Start a thread in the Articles forum to discuss improvements to articles and possible new articles. | *{{done|[2011-07-12]}} Start a thread in the Articles forum to discuss improvements to articles and possible new articles. [https://support.mozilla.com/en-US/forums/knowledge-base-articles/707113 Forum thread] | ||
* | *{{new|[2011-08-09]}} Complete first round of changes/write new articles and monitor helpfulness ratings | ||
**Depending on the results, multiple rounds of revisions and monitoring will be needed. | **Depending on the results, multiple rounds of revisions and monitoring will be needed. | ||
*Complete all changes | *{{new|[2011-08-30]}} Complete all changes. | ||
*Collect helpfulness data | *{{new|[2011-09-27]}} Collect helpfulness data and compare with the [https://spreadsheets.google.com/spreadsheet/ccc?hl=en_US&hl=en_US&key=tLKViYR46zJExPVru7jonow&authkey=CK7nvSU#gid=0 baseline]. | ||
Latest revision as of 16:39, 12 July 2011
Many of our troubleshooting articles are failing
More than half of our top twenty troubleshooting articles have a helpfulness rating of less than fifty percent. The top ten failing troubleshooting articles have an average helpfulness (weighted for popularity) of 36.95%.
Top 10 failing troubleshooting articles
- Firefox Crashes
- Error loading websites
- Basic Troubleshooting
- Troubleshooting Extensions and Themes
- Firefox hangs
- Troubleshooting plugins
- Firefox will not start
- Lost Bookmarks
- Username and password not remembered
- Firefox cannot load websites but other programs can
Reference: Helpfulness of top troubleshooting articles
Goal
Increase the weighted average helpfulness of the top 10 failing troubleshooting articles to over 50%
There are two basic things we can do:
- Improve the articles (re-write, add screencasts, emphasize the most popular solution).
- Write new articles that supersede the old articles. For example, maybe something like a "Factory Reset" (new profile and clean install) to replace Firefox is Slow, Basic troubleshooting, Fx takes a long time to start up, most of Firefox Crashes.
Plan
- [DONE] [2011-07-12] Start a thread in the Articles forum to discuss improvements to articles and possible new articles. Forum thread
- [NEW] [2011-08-09] Complete first round of changes/write new articles and monitor helpfulness ratings
- Depending on the results, multiple rounds of revisions and monitoring will be needed.
- [NEW] [2011-08-30] Complete all changes.
- [NEW] [2011-09-27] Collect helpfulness data and compare with the baseline.