MOCO and SUMO
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This is an effort to involve more Mozilla employees in SUMO. We should accomplish all of the tasks below by the end of the quarter. We'll know when we're done by the number of Mozilla employees who answer support questions and contribute to knowledge base articles.
- Top Crashers -> Reward people at Mozilla who report more crashes.
- Better tagging -> Surface relevant issues. One of the reasons why people doesn't collaborate much is because they have hard times finding relevant questions. If we refine tagging we could simplify this task (specially in Desktop where we have really general tags).
- Promote thread reading -> If not to answer questions, we should at least get every employee to read a handful of threads everyday to get a sense of what's going on with our users. We could use the SUMO report as a lever for it. (i.e. link to a lot of threads with relevant examples).
- WUWS appeal to answer questions, repeated in about:mozilla newsletter
- Schedule SUMO questions test day with QA leads
- Leaderboards of MoCo employees -> Recognize those internal superheroes in company-wide meetings and give away swag to them.
- Use office screens to show threads the same way we do with Input and Twitter. We can use them to show the leader boards too.
- Interview MoCo leaders and use results as a testimonial and example for why others should answer SUMO questions.
- Interview with Matt Brubeck on blog & presented at Weekly project meeting
- Request Mozilla employee participation in knowledge base editing/reviewing and forum support: