Support/Goals/2012Q1

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

• [ON TRACK] Research and redesign of new information architecture, including improved search and browsability [AT/Devs/CW/MV] Plan
• [ON TRACK] Define and implement Metrics and KPI Dashboard [AT] Plan
• [DROPPED] Finalize Marketplace support for the beta release [IG] Plan
• [ON TRACK] Launch the pilot Firefox Clinic event [CW/IG/ML/MV] Plan
• [NEW] Update all Mobile support documentation for NativeUI [ML/RA] Plan
• [ON TRACK] Design and document a process for documenting emerging issues [MV] Plan
• [DONE] Reduce articles waiting for review to one week or less [MV] Plan

Improve our products

• [DROPPED] Hire Support Analyst (Desktop Release) -- no way we'll home in on the ideal candidate in Q1, this will be pushed over into a Q2 goal
• [ON TRACK] Adopt a Social Feedback Tool (Input & Twitter) [IG] Plan
• [ON TRACK] Drive changes in Firefox around mitigating search hijacking [CW] Plan
• [ON TRACK] BrowserID Failure Points [IG] Plan

Grow our community

• [ON TRACK] Develop overview of all l10n communities [RA] Plan
• [ON TRACK] Develop program to build and energize community around product releases [MA] Plan
• [ON TRACK] Develop program to recognize and reward community members [MA] Plan
• [ON TRACK] Develop a mentoring toolkit for the SUMO special interest group (from REMO) [RA] Plan
• [ON TRACK] Develop program to build and energize our community around the first NativeUI release [ML/MA] Plan