Support/Goals/2012Q2: Difference between revisions

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*Communicate findings better to developers
*Communicate findings better to developers
'''Meta goal: Grow our community'''
'''Meta goal: Grow our community'''
{{draft}}


==Retain users==
==Retain users==
*{{ok|Implementation of the various parts of the UX redesign }} [KT]
*{{drop|Implementation of the various parts of the UX redesign }} [KT] [[Support/Kitsune/Features/Redesign-Implementation| Plan]]
*{{ok|Improvements to the search results page, based on Susan's and Matt's suggestions }} [KT , ML]
*{{done|Improvements to the search results page, based on Susan's and Matt's suggestions }} [KT , ML]
*Be ready for the Apps Marketplace consumer launch [IG, TD]
*{{done|Be ready for the Apps Marketplace consumer launch}} [IG, TD]
*Make recommended content changes [MV]
*{{done|Make recommended content changes}} [MV]
*Implement new task-based landing pages [ML]
*{{done|Implement new task-based landing pages}} [ML]
*{{ok|Provide better tools to contributors to answer questions more effectively}}  [KT]
*{{done|Provide better tools to contributors to answer questions more effectively}}  [KT] [[Support/Kitsune/features/Canned-Responses|Plan]]
*{{done|Provide better feedback to contributors about the effect of their contributions}}  [KT]
*{{done|Provide better feedback to contributors about the effect of their contributions}}  [KT] [[Support/Kitsune/Features/Forum-Feedback| Plan]]
*[carry-over] Update all Mobile support documentation for NativeUI [<u>ML</u>/RA] [[Support/Goals/NativeUIdocs|Plan]]
*[carry-over]{{done|Update all Mobile support documentation for NativeUI}} [<u>ML</u>/RA] [[Support/Goals/NativeUIdocs|Plan]]
*Show greater presence of admins on support forum, so we are all answering questions everyday [ML]


==Improve our products==
==Improve our products==
*Implement Google Analytics across Mozilla Domains [IG]
*{{miss|Implement Google Analytics across Mozilla Domains}} [IG] (Blocked on Legal)
*Phase II of the Input/Twitter Clustering tools: Internationalization [IG]
*{{miss|Phase II of the Input/Twitter Clustering tools}} [IG]
*Build a roadmap for Input [CW]
*Build a roadmap for Input [CW]
*Ramp up weekly android market reporting for nativeUI [ML]
*{{done|Ramp up weekly android market reporting for nativeUI}} [ML]
*Add screencasts to the SUMO report [MV]
*{{miss|Add screencasts to the SUMO report}} (no sumo report this quarter) [MV]
*Onramp new Analytics hire [CW]
*{{done|Onramp new Analytics hire}} [CW]


==Grow our community==
==Grow our community==
*Create a latest issues documentation team [MV, CW]
*{{drop|Create a latest issues documentation team}} [MV, CW] [https://sumo.etherpad.mozilla.org/26 plan]
*Redesign and optimize all contributor recruitment channels [RA, MA]
*{{miss|Redesign and optimize all contributor recruitment channels}} [RA, MA, TD] [[Support/Goals/2012Q2/redesign_channels| Plan]]
*Design and implement a community health monitoring and the strategy for acting based on the monitoring data [RA, CW, ML]
*{{done|Design and implement a community health monitoring system and the strategy for acting based on the data}} [RA, MA, CW] [[Support/Goals/2012Q2/community_health| Plan]]
*Implement the ReMo/Stewards plan. Start a guide/buddy program so that experienced SUMO contributors ca help new ones [RA]
*{{done|SUMO Knowledge Base Technical Writing Program}} [RA, MV] [[Support/Goals/2012Q2/KB_college_program| Plan]]
*{{drop|Implement the ReMo/Stewards plan.}} [RA] [[Support/Goals/2012Q2/ReMo_Stewards|Plan]]
*Diminish the attrition rate, community communication strategy [all]
*Diminish the attrition rate, community communication strategy [all]
*Create a plan for retaining new contributors and converting them into regular ones [MA]
*{{done|Create a plan for retaining new contributors and converting them into regular ones}}[MA] [[Support/Goals/2012Q2/retaining_contributors|Plan]]
*Develop program to increase activity/participation in the community [MA]
*{{miss|Develop program to increase activity/participation in the community}} (not enough replies) [MA] [[Support/Goals/2012Q2/increase_activity|Plan]]
*Increase presence on social media channels (Facebook) [MA]
*{{done|Increase presence on social media channels (Facebook)}} [MA] [[Support/Goals/2012Q2/SUMO_on_Facebook|Plan]]
*Think on how to improve measurement of the community ROI [MA]
*[stretch]: Build a community for Firefox feedback gathering [CW]
*[stretch]: Build a community for Firefox feedback gathering [CW]
*Develop program to build and energize our community around the first NativeUI release [<u>ML</u>/MA] [[Support/Goals/NativeUIsuperheroes|Plan]]
*{{done|Develop program to build and energize our community around the first NativeUI release}} [<u>ML</u>/MA] [[Support/Goals/NativeUIsuperheroes|Plan]]

Latest revision as of 11:57, 4 July 2012

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

  • [DROPPED] Implementation of the various parts of the UX redesign [KT] Plan
  • [DONE] Improvements to the search results page, based on Susan's and Matt's suggestions [KT , ML]
  • [DONE] Be ready for the Apps Marketplace consumer launch [IG, TD]
  • [DONE] Make recommended content changes [MV]
  • [DONE] Implement new task-based landing pages [ML]
  • [DONE] Provide better tools to contributors to answer questions more effectively [KT] Plan
  • [DONE] Provide better feedback to contributors about the effect of their contributions [KT] Plan
  • [carry-over][DONE] Update all Mobile support documentation for NativeUI [ML/RA] Plan

Improve our products

  • [MISSED] Implement Google Analytics across Mozilla Domains [IG] (Blocked on Legal)
  • [MISSED] Phase II of the Input/Twitter Clustering tools [IG]
  • Build a roadmap for Input [CW]
  • [DONE] Ramp up weekly android market reporting for nativeUI [ML]
  • [MISSED] Add screencasts to the SUMO report (no sumo report this quarter) [MV]
  • [DONE] Onramp new Analytics hire [CW]

Grow our community

  • [DROPPED] Create a latest issues documentation team [MV, CW] plan
  • [MISSED] Redesign and optimize all contributor recruitment channels [RA, MA, TD] Plan
  • [DONE] Design and implement a community health monitoring system and the strategy for acting based on the data [RA, MA, CW] Plan
  • [DONE] SUMO Knowledge Base Technical Writing Program [RA, MV] Plan
  • [DROPPED] Implement the ReMo/Stewards plan. [RA] Plan
  • Diminish the attrition rate, community communication strategy [all]
  • [DONE] Create a plan for retaining new contributors and converting them into regular ones[MA] Plan
  • [MISSED] Develop program to increase activity/participation in the community (not enough replies) [MA] Plan
  • [DONE] Increase presence on social media channels (Facebook) [MA] Plan
  • [stretch]: Build a community for Firefox feedback gathering [CW]
  • [DONE] Develop program to build and energize our community around the first NativeUI release [ML/MA] Plan
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