Support/Weekly Meetings/Minutes 2009-08-10

Sumo

• Weekly metrics
  • Why is "Cookies" a very popular search term?
    • Some sites will tell users to enable cookies. "Enable cookies" is the next most popular search term containing the word "cookies".
• Last week's weekly support issues
  • Now being hosted on a Google doc.
  • Pop-ups not being blocked is an emerging issue. A lot of comments on Pop-up Blocker article (but not all) specify that the pop-ups are about NetFlix.
  • Need to update Right-clicking does not work article to tell users that the cause is the Yahoo Toolbar.

Knowledge Base

• Would like to see some action on re-organizing the Bookmarks documentation (Contributors Forum thread). Drafts of new task-specific articles have been produced - how best to integrate their content (read thread for some discussion)? -Bo
• Edits made to Installing Firefox on Windows last week. We'll check the poll data on it this week, to see if the edit was an improvement.
• Localized version of HTC page is almost ready.
• FTP, _PR_MD_SEND, Pages that use the Flash plugin crash on Mac articles are all public.
  • 6 top crash articles still need to be drafted.
  • My blog post about crash documentation is still waiting for review.
• Interesting SUMOdev stuff on the staging server for those who want to test:
  • Email notifications for KB rejections/approvals. bug 446082
  • Warning when creating articles with bad characters. bug 465029
  • Localized articles inherit additional category info from en-US version. bug 487598

Forum

• Request from devs for most common signatures. I'm working on a way to get that automatically

Live Chat

• Common tags from last week
  • Most common questions were crashes, Firefox won't start, add-on issues, slow/hang issues, and firewall problems
    • For "wontstart", we suspect that it is malware. Need to add new solution, telling users to do a clean install. The article needs to be cleaned up.
• Discussion in the contributors forum about replacing the "trainees" workgroup
• Ongoing work on the web-client. Trying to get it finished soon.

Roundtable

• Support Firefox Day: survey came back with lots of people liking the videos but hating the video quality.
• Should I (Cheng) blog about Forum UX upcoming changes?
  • Yes. It would be good to point out some of the major changes and link to a bug list. It might even be worth doing more than one blog post, to keep everyone up to date on the progress.
• Should Cheng blog about metrics gathered from telling people to update Flash.
  • If you're just posting data for the sake of posting data, no. If there's a lesson learnt from the data that we can use in the future, yes.