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2011 Quarterly Goals

1Q2011

• [ON TRACK] switch SuMoMo to Kitsune KB - have a way to migrate content to new Kitsune format, working on images and then the look and feel - Etherpad project plan
• [DONE] write a "Getting Started with Get Satisfaction" guide to help Close the Answerer Loop Needs iteration! - to make it friendlier and shorter & to make sure there is zero "you are doing it wrong" tone if any - see Thunderbird/Support/GetSatisfaction/GettingStarted
• [DONE] identify 1 or more folks who just started contributing to Get Satisfaction and give them the link to "Getting Started with Get Satisfaction" - Needs iteration!- will use iterated document and process to ping a few more
• [AT RISK] write a "Getting Started with Writing Documentation for SuMoMo" guide to help close the Writer Loop - Try to get done by end of Q1
• [AT RISK] identify 1 or more folks who just started contributing to Get Satisfaction or SuMoMo and give them the link to "Getting Started with Writing Documentation for SuMoMo" - Try to get done by end of Q1 -
• [AT RISK] set up Web Trends to get report of referrers to SuMoMo and also to get where users exit to, e.g. do they exit to Get Satisfaction or other support forums or documentation? - Try to get done by end of Q1
• [DROPPED] ask GS contributors about how they got started and what meta support docs they read to get an idea of the "real support funnel" for support contributors and document this - not started, probably move to Q2
• [DROPPED] document "web page analytics" funnel for support contributors - not started, probably move to Q2-
• [DROPPED] an initial set of screencasts on "best practises for get satisfaction"- not started, probably move to Q2

2Q2011

3Q2011

4Q2011

Overall Thunderbird Support Contributor Goals for 2011

• For SuMoMo we'll use the goals defined at: Thunderbird/Documentation/2011ContribGoals (search for "Knowledge Base contributors:")
• For Get Satisfaction, a contribution is one Good Answer (Good == answers a new question or adds insight to an existing answer); we'll be looking for:
  • 1 new contributor a month (total 12)
  • 6 new contributors who contribute for at least 6 out of the 12 months of the 2011 calendar year

ROLAND's NOTE MARCH 1 - perhaps we need to separate this into "one offs" and ongoing contributors. It's OK to have several one off new contributors per month as well as several new ongoing contributors per month and we should encourage both in the funnel and in all communication.

How Do We Reach these goals

• Close the Writer Loop - ask localizers to consider writing an English article and/or to support folks in GS or their country's Thunderbird forum of choice e.g. GeckoZone (plus mention other ways to get involved e.g. QA and Marketing and Dev)
• Close the Answerer Loop - if we find a good reply in GS, ask the author of the reply to help solve these problems in the future (i.e. once a week do a search via this URL, or subscribe via email or RSS) and/or write or modify a KB article (plus mention other ways to get involved e.g. QA and Marketing and Dev)
• 1 workshop per quarter on how to support folks in Get Satisfaction
• 1 workshop per quarter on SuMoMo
• replace tiki wiki on SuMoMo with Kitsune KB (expected end of 1Q2011) which should give us a friendlier system in the medium to long term
• weekly office hours in IRC (and whatever chat technology contributors want e.g. MSN, AIM, gtalk, etc) for Australia, Europe and North America)
• 1 blog post per month about KB articles new and with substantial mods
• 1 blog post per month thanking contributors
• Get Satisfaction and SuMoMo contributor support funnel. Define it in Q1, start measuring in Q2 and start improving based on contributor support funnel results in Q2 and Q3