Support/Goals/2010Q4

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Users

  • P1 Firefox 4 rollout (entire team)
  • P1 Update articles for Firefox Mobile, Firefox Home (Symbian/Blackberry) (Michael)
  • P1 Phase II of soccorro outreach -- send emails to users with crashes that match articles (David/Michael) - https://wiki.mozilla.org/PostCrash#Timeline
  • 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)
  • P1 Establish weekly SEO to improve KB support ('Cheng/Michael'Bold text) -- track behavior after searching with specific terms
  • P1 Establish a model of how support works (flowchart) and fill in with numbers (David/team)
  • 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 (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
    • Rewrite the How to contribute page, and rename it (Michael/Kadir)
      • Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page (Kadir/Matthew)
    • Create wiki page that puts faces behind our community and gives an overview of its structure (Kadir)
  • P1 Include our community in QAing SUMO/Host Test Days (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
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