Join the SUMO community!
Looking for help?
The team
Archives
Meta
Monthly Archives: September 2008
Minutes of SUMO meeting 2008-09-29
Attendees: djst, cilias, zzxc, cww, nkoth Sumo Weekly metrics First week of collecting metrics from Omniture instead of Urchin, which explains some differences in the numbers All team members set up with access to Omniture; need to schedule meeting with … Continue reading
Posted in Meetings
Comments Off
The vision for SUMO – Part 7: Support Forum
The Support Forum is a way for users to ask direct support questions about problems not (yet?) covered in the Knowledge Base, as described previously as the support funnel. It is also an important place to detect new or emerging … Continue reading
Minutes of SUMO meeting 2008-09-22
Attendees: djst, cilias, zzxc, cww, lucy Sumo Localizer feedback Weekly metrics Less traffic this week, and less community involvement Weekly support issues For Hendrix, we have an experimental database built now that sorts each post into a category so it’ll … Continue reading
Posted in Meetings
Comments Off
Gathering criteria for a better article editor
A few months ago, we surveyed knowledge base contributors to evaluate the quality of the contributor experience and how we can improve it. From the feedback we got, one common area of concern was in the article editor; so we’re … Continue reading
Posted in Contributor News
Comments Off
The vision for SUMO – Part 6: Knowledge Base
The Knowledge Base is the heart of SUMO and consists of a large collection of support articles largely written by the community. The key focus and scope of the Knowledge Base is troubleshooting — solving people’s problems with Firefox — … Continue reading
Posted in Discussions
Comments Off
The vision for SUMO – Part 5: Localization
Approximately half of our users are running an English (US, British, or other) version of Firefox. This is why localization is such a critical part of Mozilla, because it enables us to reach that other (significant!) half. Shrep presenting percentage … Continue reading
Posted in Discussions
5 Comments
Minutes of SUMO meeting 2008-09-15
Sumo Weekly metrics Most popular articles list not accurate (see bug) This week is the first time we share the weekly common issues list during the SUMO meeting. It’s a chance to make sure everyone can provide their feedback and … Continue reading
Posted in Meetings
Comments Off
The vision for SUMO – Part 4: Having our finger on the pulse
I’ll start part four of this blog series with an important question: Are our Firefox users happy about their browsing experience? If they are, exactly how happy are they? Can we measure that somehow? If they’re actually not happy, can … Continue reading
Posted in Discussions
2 Comments
Minutes of SUMO meeting 2008-09-08
Attendees: djst, cilias, zzxc, cww, nkoth, myles7897 Sumo Welcome to the team, Matthew (zzxc) and Cheng (cww)! [1] Gathering/reporting top issues cww has been reading forum threads and e-mail zzxc has helped with Live Chat logs Need more people to … Continue reading
Posted in Meetings
Comments Off
Meet the new SUMO team!
There has been some changes to the SUMO team recently. Jason Barnabe, who maintains the Support Forum, unfortunately doesn’t have enough time to maintain a full-time job and administrate the Support Forum at the same time. He has made awesome … Continue reading
Posted in Announcements
Comments Off
