Comments on: Getting Help when Using Firefox – Part I

By: ravi

ravi — Wed, 23 Sep 2009 09:08:26 +0000

Another thing it would be good to fix is the fact that the first bit of text for all those search results is stuff about which version of Firefox it applies to

By: Kurt (supernova_00)

Kurt (supernova_00) — Wed, 09 Sep 2009 17:06:49 +0000

Same here Lucy. I was probably counted as a bounce at least a few hundred times. I’m not sure why I didn’t just save the links in a text document though.

By: Majken "Lucy" Connor

Majken "Lucy" Connor — Wed, 09 Sep 2009 05:06:06 +0000

A question about the data gathered. Since some of these terms are our most common problems when performing support ourselves, were there steps taken to exclude contributors for the info?

Here’s what I’m thinking. If I’m searching for an article myself to help someone, I would almost always end up as a “bounce.” I would see the article I need in the list, then right click on it to copy the link, rather than clicking through and letting the page load.

By: Kurt (supernova_00)

Kurt (supernova_00) — Fri, 04 Sep 2009 15:07:37 +0000

Maybe it is just me but judging by the results shown here it must not be. Anytime I have search for anthing on SUMO, the results I am presented with were always forum posts. I did not want to read through a hundred links of forums posts in hope of fiding the one that was asking the exact question I had and then hoping it had an answer. KB articles should always be shown first!

By: Gerv

Gerv — Fri, 04 Sep 2009 10:17:04 +0000

Another thing it would be good to fix is the fact that the first bit of text for all those search results is stuff about which version of Firefox it applies to, rather than actual article content. The summary extractor needs to be smarter

By: David Tenser

David Tenser — Fri, 04 Sep 2009 08:05:10 +0000

Eric: I just want to say what a pleasure it has been to work with you and Ken on this. The insights gained by this analysis has been invaluable for us and we are already working hard on implementing changes as a result of our new findings.

Thanks!

By: Justin Dolske

Justin Dolske — Fri, 04 Sep 2009 03:28:34 +0000

I wonder if it would help to have certain vague searches (eg “cookies”, “private browsing”, etc) go directly to a specialized page which offers link and a brief description of common tasks or observed refinements (eg “how to turn on private browsing”, “what is private browsing”, etc).

That would help if people are just feeling lost when searching for stuff because they get a page full of not-so-relevant results and they’re not sure how to refine the search.