Context

High-Level Mozilla goals

Firefox Desktop

Firefox Mobile

Firefox OS

Retain users

Improve our products

Meta goal: Grow our community

[DONE] Implement tools improvements to streamline l10n contributions on SUMO — Kadir, Rosana (Project plan)
[DONE] Google Analytics Implementation — Kadir, Matt (Project plan)
[MISSED] Identify and implement way to automate CSAT Exit Survey — Ibai, Matt (Project plan)
[MISSED] Get SUMO dedicated Mozilla Reps in 10 major locales, including Brazilian Portuguese — Rosana, Madalina(Project plan)
[DONE] Integrate the Reps SIG with the SUMO locales leaders — Rosana (Project plan)
[MISSED] Launch the Firefox Clinics as part of the MozCoffees (3 Firefox Clinics on Q4) — Rosana (Project plan)
[DONE] Reduce churn rate on support forum — Madalina (Project plan)

[DONE] Gain better user insights from SUMO Data (clustering)— Matt, Tyler (Project plan)
[DONE] Provide a report to the organization giving key insights gained through Feedback and Support— Matt, Cheng, Tyler (Project plan)
[DONE] Aurora feedback: Run feedback survey for Firefox 18, 19— Tyler/Matt, Cheng ([1])
[DONE] Facebook for Firefox (Social API): Include links to special support documentation and videos in marketing material like the What’s New page, social media and blog posts — Michael (Project plan)
[DELAYED] Engage Facebook users with a Reddit style AMA on Facebook explaining and answering questions about the new Facebook for Firefox (Social API) feature — Michael, Madalina (Project plan)

[MISSED] Implement new Mobile feedback reporting process — Tyler (Project plan)
- Improve Google Play sentiment analysis(Tyler, Cheng)
- Integrate Input Tagging/Reporting
- Increase visibility of SUMO feedback in Mobile development process
[DONE] Transition mobile user support to new owner — Michelle, Roland (No project plan needed)
[DONE] Find 5 people to contribute to Firefox for Android support — Madalina (Project plan)

[DONE] Deliver on all Firefox OS Beta support readiness milestones on-time with high-quality — Michelle (Project plan)
- [DONE] Optimize SUMO for mobile devices in preparation for Firefox OS launch — Michelle, Kadir (Project plan)
- [ON TRACK] Implement support for multiple products in Kitsune — Kadir (Project plan)
- [DROPPED] Beta 2 documentation ready for L10n — Michelle (Project plan)
- [DROPPED] English training docs ready for OBs and partners — Michelle (Project plan)
- [DONE] Hire Helpdesk Tech Lead (alternatively contract a Portuguese speaking support rep that can dig in sooner rather than later) — David, Michelle (No project plan needed)
- [DROPPED] Define relationship with hardware OEM for deliveries of reports and documentation — Michelle (project plan)
- [MISSED] Firefox OS community building resulting in Brazilian engagement in support (discussion forum participation & L10n planning for KB — Rosana (Project plan)
- [DONE] Assist with B2G Dogfooding/test drivers program that Release Engineering is driving from MV, SF— Cheng, Michelle (project plan)
Phase II Marketplace Support: Localization. Payments documentation — Ibai (PROJECT PLAN MISSING)
- [DONE] Localize content to Spanish and Portuguese: Hire PT speaking FTE.
- [DONE] Define payment issue handling and flows.
[DONE] Prepare feedback gathering from Telefonica, Input, and Kitsune— Matt, Cheng, Tyler (Project Plan)

Interim solution for community management tools and assesment for new SUMO specific tools or integration with a Mozilla wide community management system — Rosana
Feedback/triage for release, beta, and aurora (16, 17, 10.5 EoL, 18(Jan 8)) — Matt, Tyler
Push in product add-ons changes in product — Matt, Cheng, Tyler, David (Project plan)