SUMO Blog

Sumo

• Weekly metrics
  • A lot of article updates (adding “Firefox 3.5″ category to most en-US articles, and many Italian)
  • We need a way to mass-change categories. Cww to file a bug and write a simple SQL script that will be tested on staging.
• Last week’s weekly support issues
  • Nothing really common.
• SUMO Q3 goals planning
  • Proposed goals, based on 2009 roadmap and new requirements:
    • Productize SUMO – Make SUMO a support solution that can be deployed for other software projects
    • Launch Fennec Support website based on SUMO
    • Implement contributor karma system to show recognition and encourage participation in the SUMO community
    • Implement WYSIWYG Knowledge Base editor
    • Implement Web based Live Chat client
    • Forum UX (streamline process of submitting and receiving answer to forum question)?
    • Upgrade TikiWiki to 3.0 and get upstreaming process in place
  • Other features?
    • Ability to PM other contributors (cilias). Feels more like a separate bug and not a milestone/goal.
  • In order to make an informed decision about time and resource requirements, we need PRDs for all of these proposed goals. By next week’s sumodev meeting, we should be able to decide which of these goals will happen in Q3.
    • cilias to work on WYSIWYG PRD
    • zzxc to finalize work on already existing Live Chat PRD
    • djst & Cww to co-work on forum enhancements (draft PRD)
    • Everyone to work together on karma discussion and future PRD.
    • laura has already written a PRD for Fennec Support

Knowledge Base

• KB audit for 3.5 is almost done. [1]
  • Going to start thread(s) in contributors forum about remaining articles.
  • Again, big thanks to Bo for helping out.
  • This raised an issue of having to edit an article just to add it to a category.
• Translation table of home page is having issues, so if fallback does not work for a specific locale, tell us. [2]
• Lots of article requests last week. [3]
• How do we take search terms, and figure out what users are most likely searching for?
  • cww says nkoth might know more about this and how the new search engine works. cilias to ask nkoth.

Forum

• Do we force users to have a valid e-mail? [4]
  • Shouldn’t be mandatory; if it is, cww will file a bug

Live Chat

• Top chat tags this week (Full tag data)
• Posted an optimistic development roadmap for live chat

Roundtable

• SFD definitely June 18th.
• Next about:sumo just before SFD? Or after?
  • After. We have too much going on at the same time, plus, having it after the SFD will allow us to encourage participants of SFD to sign up for the newsletter.

Recently, we ran a simple test on support.mozilla.com to determine if the high bounce rate on the SUMO inproduct start page compared to the normal start page is because of the article links under the search box. The test is part of a larger project to optimize the SUMO start pages so they are easier for users to understand and use.

Our great friend Ken Kovash helped us with analyzing the results of this first test, so please visit the Blog of Metrics for all the details.

We are preparing to launch the second A/B test with a brand new start page design; more on that on this blog soon!

Sumo

• Weekly metrics
  • Average CSAT seem to be going down. Need to look at the bottom rated articles (that are heavily trafficked) and identify what the cause is for the low rating. By just improving a couple of the lowest rated articles, the whole KB average increases by 2%.
• Last week’s weekly support issues
  • Previous weeks login issues on Yahoo were put into “corrupt cookies.sqlite” but it seems that actually for Yahoo, that’s definitely not the most common cause.

Knowledge Base

• ~20% of KB is checked for 3.5 updates. Most of the work was done on the weekend by Bo (big thanks to Bo for this work!!)
  • We’re using the “Alert translators” check box when updating an article for 3.5 to help localizers track which articles to update.
  • Rather than just showing a diff for localizers whenever an article has been outdated and marked as “potentially outdated”, maybe we could also show the changelog / one-line summary of why it was changed? That way we don’t just list the changes, but also explain why.
  • cilias to post in contributor forum and propose the idea and see what others think.
• Concept for “Using the Firefox open media player” article is done. We just need someone to write it.
• Crash sub-articles are up, and “Firefox crashes” update is waiting review.
• New contributor doc: Using poll data to judge your edits

Forum

• Contributor survey is done, data coming to sumo blog this week.
• Getting a bunch of Live Chat helpers helping in the Forum as well! Trying to get more people to help in the forum instead of extending hours in Live Chat.

Live Chat

• Welcome to new contributors: stoperror, enti342, fortune82, olli, Garret
• Contributor survey wrapping up this week, results will be posted to the sumo blog this week
• Top chat tags this week
  • Top issues: User experience, crashes (many on Mac), data corruption, Firefox won’t start, cookies
  • Since Live Chat is only opened a few hours per day and are solving less people’s problems than the Forum, maybe the number of reports of a problem in Live Chat should be weighted against the ratio of forum/chat load? In other words, if a problem is reported three times in Live Chat during one day, that should be seen as more frequent than three reports in the Forum during the same day (assuming the forum had more support questions posted than Live Chat during this day)
• New blog post about Live Chat CSAT data
• Network/server issue has been affecting live chat over the past week, filed bug 495308.

Roundtable

• djst presenting about SUMO tomorrow in Stockholm in front of about 50 people that hopefully want to get involved with Mozilla.
• SFD likely to move to June 18th since Asa is out of town and there’s an office move in MV, making organizing a SFD harder on June 11th.
• Smart bookmarks for SUMO: https://support.mozilla.com/tiki-view_forum_thread.php?comments_parentId=359864&forumId=3
• How did the FLOSS Manuals 1-day sprint go? The outcome was:
  • Introducing FLOSS section was updated by Matthew
  • Minor changes throughout
  • List of flagged articles for Firefox 3.5
  • In addition to djst, zzxc, Cww, cilias, and chofmann, at least a couple of others from the SUMO community participated (djst to look through the changelogs to get the full list and post a blog post soon)