Support/Goals/2010Q4

Users

• P1 Firefox 4 rollout (entire team)
• P1 Update articles for Firefox Mobile, Firefox Home (Symbian/Blackberry) (Michael) Updates ongoing
• P1 Phase II of soccorro outreach -- send emails to users with crashes that match articles (David/Michael) - Project plan
• 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) - Project plan
• P1 Establish weekly SEO to improve KB support (Cheng/Michael) -- track behavior after searching with specific terms
• P1 Establish a model of how support works (flowchart) and fill in with numbers (David/team) - Project plan
• 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 - Details - (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 - Details (Michael/Kadir)
    • Rewrite the How to contribute page, and rename it
  • Identify and document/publish more areas of responsibilities that community members can take ownership of - like a "We're Hiring!" page - [[1]] - (Kadir/Matthew)
  • Create wiki page that puts faces behind our community and gives an overview of its structure - Details - (Kadir)
• P1 Include our community in QAing SUMO/Host Test Days - Details - (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