Support/Weekly Meetings/Agenda 2009-07-27

Sumo

• Weekly metrics
• Last week's weekly support issues
• Is there a bug to make Omniture tell the difference between 3.5 and 3.5.1?

Knowledge Base

• Any help on crash docs would be appreciated.[1][2][3][4][5], and new this week "_PR_MD_SEND"[6]
• We're looking at improving articles with a csat score lower than 4. Check out the discussion in the Contributors forum.
• Locale Leader feedback about using HTC to let non-en-US contributors find local communities and their locale leader has been good. Next step is to draft a localized version.
• We want to try simplify the process of translating articles. Discussion.
• Plan for centralizing KB communication is set: create a KB forum with a discussion thread per-article. I'll start drafting a PRD this week.
• New articles: Cannot scroll with mouse wheel or touchpad and How to clear the cache.
• Sumodev KB stuff:
  • We're working on making all translations inherit the *additional* category info (Firefox 3.0, Troubleshooting, etc.) of en-US pages.
  • "2.0" will be removed from the "Show content customized for" selector.

Forum

• Tracking contributor retention, what new metrics can we look at? Try tracking individual users who post as "proposed solution" but don't register. -- zzxc
• Mentoring on forums? How?

Live Chat

• Top chat tags (crashes and firewall issues most common last week)
• Welcome to new contributors: itsme95, athaba, moses, robomaster

Roundtable

• Some praise from a blogger: How can I prevent thought fatigue?