Monthly Archives: December 2008

The Year in SUMO

Posted on December 31, 2008 by David Tenser

As most readers of this blog are already aware, Mozilla’s community-powered user support project SUMO was launched to address the need for an official and centralized support channel for Firefox that could scale to match the rapidly growing user base. … Continue reading →

Posted in General | 2 Comments

SUMO 0.8

Posted on December 29, 2008 by Chris Ilias

A couple of weeks ago, the bug fixes for SUMO 0.8 were pushed to support.mozilla.com. This update has quite a few goodies! New search engine Over the summer, student Alexandre Michelis and mentor Nelson Ko worked on a Google Summer … Continue reading →

Posted in Contributor News, Development | Comments Off

Localize SUMO with Verbatim!

Posted on December 23, 2008 by David Tenser

Thanks to a tremendous effort by Wil Clouser, it is now possible to localize the SUMO (support.mozilla.com) site UI using Verbatim. For those unfamiliar with Verbatim, it’s an online translator tool for various Mozilla projects, including addons.mozilla.org. It’s designed to … Continue reading →

Posted in Localization | Comments Off

Minutes of SUMO meeting 2008-12-22

Posted on December 23, 2008 by David Tenser

Attendees: djst, cilias, zzxc Sumo Weekly metrics Lots of KB updates in part because of our friend Bo! Would be interesting to see how many locales are being edited per week djst to add a wiki page with the metrics … Continue reading →

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You can now update the Knowledge Base for Firefox 3.1

Posted on December 19, 2008 by Chris Ilias

In the Firefox Support Knowledge Base, we use a great feature called  “SHOWFOR” that allows articles to display different content, depending on the users’ operating system and version of Firefox. When it comes to version numbers, we have only been … Continue reading →

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SUMO 0.7.3

Posted on December 12, 2008 by Chris Ilias

On Tuesday December 2nd, the bug fixes for SUMO 0.7.3 were applied to the Firefox Support web site. One new feature that should help us get a better handle on forum responses is the ability to classify response as actual … Continue reading →

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Minutes of SUMO meeting 2008-12-08

Posted on December 9, 2008 by David Tenser

Attendees: djst, cilias, zzxc, cww, lucy Sumo Weekly metrics Bounce rate on start pages consistently high. chofmann, djst, and jslater are working on improvements. Last week’s weekly support issues New Bugzilla keywords are now added for the SUMO/QA common issue … Continue reading →

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Not everyone wants to search

Posted on December 4, 2008 by David Tenser

I’ve talked before about the so-called Support Funnel and how the Knowledge Base is the heart of SUMO, ensuring that people find solutions to the most common problems without necessarily having to interact directly with our support community. The reasons … Continue reading →

Posted in Discussions | Tagged , | 5 Comments

Minutes of SUMO meeting 2008-12-01

Posted on December 4, 2008 by David Tenser

Attendees: djst, cilias, cww, zzxc Sumo Weekly metrics Not as much KB traffic as before — localization saturation? Number of contributing locales would be interesting to monitor. cww to test if it’s possible. New metric: Active forum contributors — contributors … Continue reading →

Posted in Meetings | Tagged | 1 Comment

SUMO is getting better and better — SUMO 0.7.2

Posted on December 3, 2008 by Chris Ilias

A couple of weeks ago, the Firefox Support web site was updated to SUMO 0.7.2, which includes a number of bug fixes and a couple of new features. You may have already noticed some improvements. If you have started a … Continue reading →

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