Firefox3/Firefox Requirements Meetings/Help and User Support
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Contents
Dial-in Info
- +1 650-215-1282x91 Conf# 8602 (US/INTL)
- +1 800-707-2533 (pin 369) Conf# 8602
Agenda
The following list is taken directly from the Firefox 3 Detailed Feature List. If this list does not match the other, the Google Spreadsheet version takes precedence (I may have made a copying error).
- P1 - Improve the user support environment from beginning to end
- P1 FR - Support reporting multiple types of problems through the Reporter
- P1 NFR - Make it easier for users to solve their problems and engage with our support community
- P1 NFR - Make it easier to get rapid feedback on problems being encountered by our users
- P2 - Move Help content to web
- P2 FR - Remove client-side documentation and replace with links to online documentation
- P2 FR - Enough documentation should remain in the client to help resolve problems that would prevent users from getting online
- P3 - Context sensitive help
- P3 NFR - Help topics should be immediately relevant to users
- Px - Showcase breadth of customization options
- Px - Revised First-run experience
- Px - New support mechanism and help system
Notes
Item
- P1 - Improve the user support environment from beginning to end
- P1 FR - Support reporting multiple types of problems through the Reporter
- P1 NFR - Make it easier for users to solve their problems and engage with our support community
- P1 NFR - Make it easier to get rapid feedback on problems being encountered by our users
Notes
- "Reporter" currently only supports reporting websites
- Mconnor: This could become a more general "Report a Problem" and possibly hook this into our help docs to assist users in solving their issues.
- Mconnor: Turn it into a Knowledge Base service that can assist users, returns a JSON object, for example, that leads users down a path that will help them analyse and solve their problems. Also tying into Help docs and such.
- Chofmann: Not sure that people reporting a problem is necessarily a request for help.
- Mconnor: Thinks users are reporting problems because they're looking for a fix or help.
- Mconnor: Opportunity exists to provide useful information to users...they don't have to accept it, but it should be available.
- Myk: Three pieces 1) move docs online, 2) when a problem is reported, we suggest available relevant information to the user, 3) enable users to report more types of problems. We have covered 1 and 3 in the PRD so far, we need to add something for 2.
- ACTION FOR MCONNOR: Visio doc for help/support flow
- ADD: (to cover part 2): "P2 FR Recommend relevant documentation/information to user when a problem is submitted"
- ACTION: ADD??: "Online help is integrated into the browser as normal"
- ACTION: Bump online help docs up to P1 - this is important for a bunch of reasons.
- ADD: "Px FR Incorporate Hendrix feedback into structured data store for enhanced reporting"
- ADD: "Px NFR Enhance tools for analysing Reporter data"
- ADD: "Px FR Statistical analysis of Help and Knowledge Base hits"
- General chatter: Our knowledge base should serve all levels of user - newbies, powerusers, all between.
- We need a separate effort outside of the Firefox3 scope towards investigating and doing something about user help and support. This doesn't necessarily have to be absolutely tied to the product.
- "Move Firefox documentation online" is still a P1
- Larger project is out of band for Firefox 3 and needs to be taken on as a separate independent project. Smaller project to move Fx3 documentation online that should remain part of the PRD.
- ADD: "P2 FR Provide some sort of feedback/inforamation/status to people who have reported issues"
Item
- P2 - Move Help content to web
- P2 FR - Remove client-side documentation and replace with links to online documentation
- P2 FR - Enough documentation should remain in the client to help resolve problems that would prevent users from getting online
Notes
- All related to the above - both are getting bumped up to P1
Item
- P3 - Context sensitive help
- P3 NFR - Help topics should be immediately relevant to users
Notes
OK as-is
Item
- Px - Showcase breadth of customization options
Notes
- This really needs clearer definition.
- ACTION: consult with beltzner
Follow-up
- the motivation here is to connect users looking for extended functionality with an add-on that might suit their needs; this may be accomplished in many ways (dynamically exposed UI, links to addons.mozilla.org, etc)
- NFR: promote the existence of add-ons that could help the user accomplish their current task
- FR: help documents should link to related add-on categories on addons.mozilla.org
- FR: small "Add On" button on managers, dialogs, etc which link directly to related add-on categories in AMO
Items
- Px - Revised first-run experience
Notes
- Can first-run be better, can we explain more, showcase more, etc.
- Create modern web pages for a more dynamic introduction that shows off the really cool parts of the platform. Follow up with Pkim and a bunch of other folks regarding other ideas for first-run experience, intro materials, etc.
- Make it more helpful.
- BUMP TO P1
Items
- Px - New support mechanism and help system
Notes
- DELETE, redundant
Anything further
- ADD: "Px FR Crash reporting"
- Requires follow up and refinement