Support/Weekly Meetings/Minutes 2008-10-20

Attendees: djst, cilias, zzxc, cww,

Sumo

Weekly metrics
Last week's weekly support issues
- Norton 360, cww takes the lead
- sqlite issue - cww to file bug and write article
- zzxc says some people experience the not saving issues due to norton360, prefs not saving with norton360.. disabling 360 did.
top understandable
csat cww will look into it

Knowledge Base

KB metrics (Cww)
Bugzilla: no activity
270+ articles with no language set [1]: If you can help assign languages, that would be appreciated.
- nelson to look into it this week. need to test with non-admin acounts
We're going to use SHOWFOR for Firefox 3.1 content. [2]
Looking for ways to determine who to promote to approver (if other people are reviewing edits, how do we become aware of who should be promoted?)
- Nominate
- Should promote the idea of

Support Forum'

Traffic down. Related to forum being slow and inaccessible.
New off topic forum -- yay!
Contributor forum is now open to the public. Anonymous people can respond to existing threads, but not create new threads.
Getting individual feedback from forum contributors about their experiences.

Live Chat

7 new accounts, 0 approvals
Traffic about the same, up to 75% of questions answered
Top issues
- Bookmarks not saved (4 cases)
- Preferences not saved (3 cases)
- Crashes (18 total)
- Confusion with "Warn me when closing multiple tabs" options (3 cases)
- Turner Media Plugin videos not playing properly (3 cases)
Other issues
- Generic "0" error when installing Firefox on Windows (2 cases). Error in NSIS or in our NSIS installer script?
- Two people confirmed that they were unable to connect to any sites after installing Symantec Antivirus, uninstalling Norton 360, and upgrading Firefox.
Improving Live Chat documentation to help users troubleshoot common issues. In staging area right now.

SFD

We're planning to have a 3-hour event in 3 different timeslots: one for Asia, one for Europe and one for the Americas.

Friday Nov 21st, 5 AM GMT (2 PM Tokyo time, 6 AM Central European time, Thursday 9 PM PST)
Friday Nov 21st, Noon GMT (9 PM Tokyo time, 1 PM Central European time, Friday 4 AM PST)
Friday Nov 21st, 7 PM GMT (Saturday 4 AM Tokyo time, 8 PM Central European time, 11 AM PST)

Each session will hopefully have the following "events":

Presentations: These will be mostly short and pre-recorded with someone present to do followup and answer questions and perhaps do live demos as they see fit. The reason we need prerecorded is because of the three separate timeslots.
- Localizing SUMO: Getting started and translating your first article. (Cww)
- Keeping your translations and locale up to date: finding out when things change and working with your locale to complete translation. E-mail notifications, SHOWFOR. (cilias)
Longer term goals for 2010. djst (+Mitchell Baker?) leading into... a roundtable/open discussion on 2010 goals for Mozilla. (More details will be ironed out this week)
An open meet-and-greet. This will give everyone a chance to find other people interested in Firefox Support in their language and coordinate efforts.
Cww to coordinate and make sure all presenters are informed about technical details and have properly setup environments (mic, screen sharing software, etc)

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