Support/Weekly Meetings/Notes 2012-07-23

Meeting Details

Mondays (meeting duration approx. 60 minutes) at:

• 9:00 AM PST
• 12:00 Noon EST
• 16:00 UTC during summer
• 18:00 CET
• 11:00 CST

Phone call details:

• California: 1-650-903-0800, x92 then 9309 then #,
• Toll-free: +1 800 707 2533, pin 369 - then 9309 then #
• Skype (free): +1 800 707 2533, pin 369 - then 9309 then #

Participate in the video:

• Video link (You'll have to download and install the Vidyo Desktop client)

irc.mozilla.org: #sumo <== Click the link to use web-based chat

Sumo Development Update

• 2012.14 sprint
• Started IA implementation.
• Unified search results at 50%. Once we get CTR data, we need to decide next steps.

UX

• Worked on a couple of bugs:
  • Bug 718813 & 718732: Allow user to attach screenshot to Ask A Question. Display warning when BMP is about to be uploaded. _We might need an article on how to take screenshots._
  • Bug 770108 . Rather than simply adding an “Ask A Question” button on closed threads, label thread as “outdated” and give them a distinct visual appearance. Also,highlight “featured” threads.
  • Bug 768218. How product and topic selection works within the admin interface: first, user have to pick one product at a minimum. Then a selection of topics that relate to the selected product will appear.
  • Bug 642101. Added social sharing buttons below the “Share this article box”. We should use the privacy-aware sharing buttons that Mozilla had developed.
• Next big things to figure out:
  • Adapt Lee’s visual design to, in order of importance:
    1. Support forum
    2. The rest of SUMO (for example, topic landing page, Army of Awesome, KPI Dashboard, etc.)
    3. Admin interface (can be done a little later)
  • Mobile version of the website. It’s already done, and can be improved by deferring secondary content and using second screens to make information on the page clear and focused.
  • Figure out how new product KB IA fit into the IA we have today
    1. Marketplace (four categories: Basics, Billing, Managing Your Apps and Troubleshooting)
       • We can cover Basics and Troubleshooting easily within the existing IA
       • For the other two topics, we will expose it at the Product Landing Page level
    2. Firefox OS / B2G
       • In the link above, I tried organizing the proposed KB documentation space into something that would fit our current IA
       • Do we need to provide app-centric support (which will mean that we need a product hierarchy)?

Roundtable

• Please add your comments, questions and updates here.
• Starting next week, this meeting will start sometime between 9:30 and 10 am PDT. We'll announce the start in the #sumo irc channel.
• Livechat - I have been getting asked if we are going to get it back from contributors, - satdav
  • Nothing has changed - Live Chat still on hiatus. No current plans to bring it back. We should look into ways to make answering questions in the forum or on Army of Awesome interesting for people who liked helping on Live Chat.
• whats the chances of getting a weekly diagest of emails insted of straight away
  • Don't have an answer for that yet. Need to find out more about why this is needed.
• Can you setup admin@support.mozilla.org to goto the following sumo-team@mozilla.com
  • We missed this one in the meeting.
• Mozilla Community Support Page on FaceBook (MozHelp as known to satdav) - http://facebook.com/mozillasupport
  • Help maximize exposure to page; Get more likes and be able to provide support to the best of our ability.
  • Estimated time this can be done (Above)
  • Add a link for Facebook on the support.mozilla.org page.
  • Posted by Feer56 https://docs.google.com/presentation/d/1oWigiha3Qjcww7yoqO62flHCG58jslo8qd1saBX3G8A/edit
    • Suggested to link from Contributor News and Resources. In general though, we want to point people on Facebook to SUMO rather than the other way around because the tools for answering questions are better on SUMO. Conversation here.

Firefox Status Update

• New major startup crash, updates are on hold. We may have to roll a 14.0.2. See bug 775090
• Issues: Netflix on OSX, Youtube script timeouts (should be fixed), Flash (11.3.300.265) is VERY slow on some games.

Metrics

• KPI Dashboard

Community

Knowledge Base

• Lots of Firefox 15 desktop updates to complete.
• Lots of Firefox 15 mobile updates needed also.
• Need to mark all of the summary changes ready for L10n and communicate that plus title changes to localizers.

Mobile

• v14 post-portem today
• Google play reviews still positive, 3K reviews vefore v14.01 were 4.25 stars, so this is improving
• Good spike of installs from 14.01 release marketing
• Need to get help with documentation for v15

Services/Marketplace

Support Forum

Thunderbird

• Thunderbird 14 support report so far: Lightning Upgrade issues; full report will be on the Thunderbird 14 Support page before 9a.m. Pacific tomorrow July 24, 2012

Firefox OS

• We have a draft plan from our partners for their tier 1/2 support plan
• We will update our draft plan with SUMO team feedback this week and send it to our partners in preparation for a second concall to discuss
• We will review UX topic categories this week and settle on a plan for the tasks