Support/Goals/2011Q2

Rapid Releases

• [NEW] Develop and document workflows for keeping support current and responsive during rapid Firefox desktop releases (Cheng) Link to project page
• [NEW] Establish and document KB documentation policies (Michael) Link to project page
• [NEW] Establish localization policies (Kadir/Michael) Project page

Integrate support into the Firefox UX

• [NEW] Finalize the feature page for the clean install feature (Cheng) Link to project page
• [NEW] Finalize the feature page for the clean profile feature (Michael) Link to project page

Metrics & Insights

• [NEW] Document and implement a strategy for integrating user feedback from a wide variety of sources (including Input and SUMO) to address key Engagement/SUMO/Engineering needs throughout the Firefox development cycle (Cheng; shared with QA) Link to project page
• [NEW] Metrics dashboard -- needs more specific definition to stay on this list (Cheng) Link to project page

Community

• [NEW] Host QA sprint for the new Users & Group SUMO feature (Kadir; shared with WebQA) Project page
• [NEW] Design, print and ship SUMO t-shirts for contributors (Kadir) Project page
• [AT RISK] Streamline initial experience on Verbatim by reducing some of the legal hurdles such as the need to sign paperwork (Kadir) Project page
• [NEW] Stretch goal: Business cards for contributors (Kadir; shared with Community Engagement) Project page

Strategic stuff

• [NEW] Develop 2011 services support strategy (David/Services FTE) Link to project page
• [NEW] Define and start internship project around user-to-user support metrics (Cheng/David) Link to project page
• [NEW] Hire 2 FTEs (David)
• [NEW] Communicate Live Chat purpose and vision in PRD -- needs more specific definition to stay on this list (Matthew) Link to project page

Development (needs to be finalized with James/SUMOdev)

• [NEW] Update SHOWFOR?
• [NEW] Users & Group
• [NEW] Army of Awesome
• [NEW] Private Messaging?
• [NEW] Some Live Chat progress?

Smaller tasks (not really proper goals)

• [NEW] Decide what to do with showfor (Michael)
• [NEW] Start to use PostCrash after releases and follow up with Socorro team about the future fixes/features (Michael) Link to project page
• [NEW] New user tutorial mode (Michael) Link to project page
• [NEW] Get links to SUMO articles on mozilla.com where it makes sense - file bugs (Michael) Link to bugs