Support:PRD: Difference between revisions

Support:PRD (view source)

Revision as of 02:34, 6 October 2007

66 bytes added , 6 October 2007

→‎Two main types of content on the knowledge base: How To’s and Troubleshooting

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 The Knowledge base is the back bone of the Firefox support platform. All known issues should be addressed, as best possible, in a user friendly knowledge base article that is easily and quickly accessible to an end-user.
-== Two main types of content on the knowledge base: How To’s and Troubleshooting ==
+== Four types of content on the knowledge base ==
-How To’s: Also known as tutorials or best practices, How to’s will initially be populated with content from “Firefox Help.” All How To content will be organized in a directory tree structure and will be built out to include Firefox tips, tricks, tutorials, best practices, etc. displayed various formats for users (text, screenshot demos, flash/YouTube demos, etc).
+# '''Reference charts:''' Reference charts are points of reference, that list all possible user-oriented options, like keyboard shortcuts, menu reference, command-line options, etc.
+# '''Tutorials:''' Tutorials will take a feature of Firefox, and explain the very basics on how to get started using it. More advanced elements of a feature should not be included in a feature tutorial.
-Troubleshooting: This is the content that is more generally associated with “support” that helps users solve problems they have with Firefox. The troubleshooting section will initially be populated with MozillaZine Knowledge Base content that will be organized in a tagging structure that incorporated most frequently accessed questions data. KB style guides will allow for most user friendly help content and will evolve to include visuals.
+# '''How To's:''' How To's answer specific questions, regarding the use of Firefox.
+# '''Troubleshooting:''' This is the content that is more generally associated with “support” that helps users solve problems they have with Firefox. The troubleshooting section will initially be populated with MozillaZine Knowledge Base content that will be organized in a tagging structure that incorporated most frequently accessed questions data. KB style guides will allow for most user friendly help content and will evolve to include visuals.
 == Content Creation ==