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Support:ImprovingSupportOptions: Difference between revisions
Support:ImprovingSupportOptions (view source)
Revision as of 04:10, 2 December 2006
, 2 December 2006→Knowledge Base problems and solutions
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* Need better search on the knowledge base. | * Need better search on the knowledge base. | ||
* Making knowledge base page hit data available and integrating that data into decisions about: | |||
** how to present support information, | |||
** reducing click paths to most needed information | |||
** elevating problems that need to be fixed based on volume | |||
are all keys to improving the support services and the product. How can we make this happen? Something like talkback's top crash report ( http://talkback-public.mozilla.org/reports/firefox/FF20/index.html) ought to be available for support problems or freqently visited knowledge base pages, and should be the topic of frequent ordered discussions about what needs to be done to get top items off that list. | |||
* The KB does have good ownership and arbitration. There are two people who look after it constantly, and one or two others who also take part. These people are knowledgeable and write well. The discussion pages work well in most cases. It appears that better discussion/ownership/arbitration process might be needed in a few cases when disputes occur among the contributors and editors of kb articles. A full-time contributor for this area is one possible suggestion. [compiled from MozillaVanilla, Lucy, chofmann viewpoints] | * The KB does have good ownership and arbitration. There are two people who look after it constantly, and one or two others who also take part. These people are knowledgeable and write well. The discussion pages work well in most cases. It appears that better discussion/ownership/arbitration process might be needed in a few cases when disputes occur among the contributors and editors of kb articles. A full-time contributor for this area is one possible suggestion. [compiled from MozillaVanilla, Lucy, chofmann viewpoints] | ||
* Some interesting discussion also surfaced around the idea that users may need to go down multple paths of a tree to find the answer that best serves them. Tools to help build the tree, graphically summarize and show the various paths, and methods to calculate and display the probability of fixing a specfic problem would be an interesting project. Probabilities might be base on user ranking of tree forks, or click paths taken. | |||
== Bugzilla & Reporting System problems and solutions == | == Bugzilla & Reporting System problems and solutions == | ||