Comments on: Does Mozilla Champion the Voice of Firefox Users? http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/ Wed, 10 Mar 2010 23:41:17 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Gervase Markham http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/comment-page-1/#comment-124857 Gervase Markham Fri, 17 Jul 2009 15:08:11 +0000 http://blog.mozilla.com/metrics/?p=662#comment-124857 I think Philip is saying that he was rebuffed when he asked Mozilla *developers* to maintain a presence in the MozillaZine forums. Which I feel is fair. Developers don't have infinite time, and most would probably prefer to stay in developer-focussed forums rather than support ones. Particularly now we have the excellent SUMO team and other community members working on support issues, who are looking after the users very well. I think Philip is saying that he was rebuffed when he asked Mozilla *developers* to maintain a presence in the MozillaZine forums. Which I feel is fair. Developers don’t have infinite time, and most would probably prefer to stay in developer-focussed forums rather than support ones. Particularly now we have the excellent SUMO team and other community members working on support issues, who are looking after the users very well.

]]> By: David Boswell http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/comment-page-1/#comment-124345 David Boswell Thu, 16 Jul 2009 01:52:44 +0000 http://blog.mozilla.com/metrics/?p=662#comment-124345 There is an autoresponder sent to all people who email webmaster and it sends people to the relevant support places. That's useful, but there are two issues: * Some people respond to the auto response and say that they've tried those resources and they weren't able to answer their questions. * Pointing people in the right place doesn't really give us any information about why they're emailing webmaster for support in the first place. Having a survey could help us get more information about both of those points. There is an autoresponder sent to all people who email webmaster and it sends people to the relevant support places. That’s useful, but there are two issues:

* Some people respond to the auto response and say that they’ve tried those resources and they weren’t able to answer their questions.

* Pointing people in the right place doesn’t really give us any information about why they’re emailing webmaster for support in the first place.

Having a survey could help us get more information about both of those points.

]]> By: David Tenser http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/comment-page-1/#comment-124188 David Tenser Wed, 15 Jul 2009 16:58:11 +0000 http://blog.mozilla.com/metrics/?p=662#comment-124188 @Gen: To the best of my knowledge, we already have an auto-responder. Some e-mails are still manually sent over to our internal support mailing list where people from the SUMO team send personal responses. @Philip: I'd also be very interested to hear who rebuffed you. When did this happen? MozillaZine is the oldest and one of the most vibrant support communities there is for Mozilla. I know that some people in the mZ community historically viewed SUMO as a competitor, but I engaged deeply in those discussions and hope I have made it clear that that's not the case. Many volunteers help out in both places, like Alice Wyman. Perhaps we could do more to share insights and collaborate between our sites? Please let me know if you have any ideas. Thanks! @Gen: To the best of my knowledge, we already have an auto-responder. Some e-mails are still manually sent over to our internal support mailing list where people from the SUMO team send personal responses.

@Philip: I’d also be very interested to hear who rebuffed you. When did this happen? MozillaZine is the oldest and one of the most vibrant support communities there is for Mozilla. I know that some people in the mZ community historically viewed SUMO as a competitor, but I engaged deeply in those discussions and hope I have made it clear that that’s not the case.

Many volunteers help out in both places, like Alice Wyman. Perhaps we could do more to share insights and collaborate between our sites? Please let me know if you have any ideas. Thanks!

]]> By: Gen Kanai http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/comment-page-1/#comment-123885 Gen Kanai Wed, 15 Jul 2009 00:39:26 +0000 http://blog.mozilla.com/metrics/?p=662#comment-123885 @Philip: Who rebuffed you? I'm surprised and sad to hear that. @Philip: Who rebuffed you? I’m surprised and sad to hear that.

]]> By: Gen Kanai http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/comment-page-1/#comment-123882 Gen Kanai Wed, 15 Jul 2009 00:38:25 +0000 http://blog.mozilla.com/metrics/?p=662#comment-123882 @David: can we have an automated reply from Webmaster@ that points people to better places to get support (i.e. SuMo & MozillaZine)? @David: can we have an automated reply from Webmaster@ that points people to better places to get support (i.e. SuMo & MozillaZine)?

]]> By: David Boswell http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/comment-page-1/#comment-123693 David Boswell Tue, 14 Jul 2009 18:22:36 +0000 http://blog.mozilla.com/metrics/?p=662#comment-123693 As someone who moderates the webmaster@mozilla.org list, I'm definitely interested in why people are seeking Firefox and Thunderbird support there. It would be interesting to look into this some more to try to put some numbers around how many people want email and/or phone support and also perhaps do a survey that gets sent to people who email asking for email or phone support to see how they feel that would work better for them than existing options. As someone who moderates the webmaster@mozilla.org list, I’m definitely interested in why people are seeking Firefox and Thunderbird support there. It would be interesting to look into this some more to try to put some numbers around how many people want email and/or phone support and also perhaps do a survey that gets sent to people who email asking for email or phone support to see how they feel that would work better for them than existing options.

]]> By: Philip Chee http://blog.mozilla.com/metrics/2009/07/13/does-mozilla-champion-the-voice-of-firefox-users/comment-page-1/#comment-123439 Philip Chee Tue, 14 Jul 2009 05:04:48 +0000 http://blog.mozilla.com/metrics/?p=662#comment-123439 Talking about blind-spots. I know you said your list isn't exhaustive but you don't mention a very active user support channel, the Mozillazine forums. In the past I've urged other mozilla developers to maintain a presence there if only to maintain a feel of the zeitgeist, however I was universally rebuffed. Phil Talking about blind-spots. I know you said your list isn’t exhaustive but you don’t mention a very active user support channel, the Mozillazine forums. In the past I’ve urged other mozilla developers to maintain a presence there if only to maintain a feel of the zeitgeist, however I was universally rebuffed.

Phil

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