Support/Goals/2010Q4: Difference between revisions
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**Go through all Community-targeted copy and optimize it - [[Support/Contributor_Doc_Sprint|Details]] (<u>Michael</u>/Kadir) | **Go through all Community-targeted copy and optimize it - [[Support/Contributor_Doc_Sprint|Details]] (<u>Michael</u>/Kadir) | ||
***Rewrite the How to contribute page, and rename it | ***Rewrite the How to contribute page, and rename it | ||
**Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page (<u>Kadir</u>/Matthew) | **Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page - [[https://wiki.mozilla.org/Support/areas_of_responsibilities|Details]] - (<u>Kadir</u>/Matthew) | ||
**Create wiki page that puts faces behind our community and gives an overview of its structure - [[Support/facepage|Details]] - (Kadir) | **Create wiki page that puts faces behind our community and gives an overview of its structure - [[Support/facepage|Details]] - (Kadir) | ||
*P1 Include our community in QAing SUMO/Host Test Days - [[Support/Kitsune/testdays|Details]] - (<u>Kadir</u>/Matthew/Michael) | *P1 Include our community in QAing SUMO/Host Test Days - [[Support/Kitsune/testdays|Details]] - (<u>Kadir</u>/Matthew/Michael) | ||
Revision as of 14:08, 8 October 2010
Users
- P1 Firefox 4 rollout (entire team)
- P1 Update articles for Firefox Mobile, Firefox Home
(Symbian/Blackberry)(Michael) Updates ongoing - P1 Phase II of soccorro outreach -- send emails to users with crashes that match articles (David/Michael) - Project plan
- P2 Rewrite most popular troubleshooting articles -- esp ones pointed to from SignPost Michael
- P2 Make how-to tutorials for top articles (Michael)
Metrics / Optimization
- P1 Figure out the ratio of how many people find our site vs who needs help (Total support need of the Fx userbase) (David) - Project plan
- P1 Establish weekly SEO to improve KB support (Cheng/Michael) -- track behavior after searching with specific terms
- P1 Establish a model of how support works (flowchart) and fill in with numbers (David/team) - Project plan
- P1 Create PRD and metrics plan for optimizing support funnel to live chat (Matthew/Cheng)
- P2 Regular user testing about how users use our site (Michael)
Community
- P1 Host a FX4-based Support Firefox Day (Cheng/Kadir/Michael/Matthew)
- P1 Host a KB sprint around the new KB - Details - (Kadir/Michael)
- P1 Make SUMO more welcoming to new community members (Kadir/Matthew/Michael)
- Figure out how we can create communities around sub-projects/products (is this the same goal as above?)
- Go through all Community-targeted copy and optimize it - Details (Michael/Kadir)
- Rewrite the How to contribute page, and rename it
- Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page - [[1]] - (Kadir/Matthew)
- Create wiki page that puts faces behind our community and gives an overview of its structure - Details - (Kadir)
- P1 Include our community in QAing SUMO/Host Test Days - Details - (Kadir/Matthew/Michael)
Platform
- Roll out new KB
- Move off Tikiwiki (user/group tables)
Non-goals
- [DONE] Weekly internal team meetings (David)
- Finalize list of dev requests for the next Firefox release (and supporting metrics) (David/Cheng)
- Establish a list of metrics that we want in the metrics dashboard (Cheng)
- Incorporate metrics from Signpost project into weekly issues reporting