Monthly Archives: August 2009

One-day sprint to write crash articles for the knowledge base

Posted on August 24, 2009 by Cheng Wang

One of the most frustrating thing for users is to have Firefox crash on them. As we’ve discussed before, we’ve been writing a series of articles to document the top crashes and get them searchable by crash signature. Just documenting … Continue reading →

Posted in Contributor News, General | 6 Comments

Minutes of SUMO meeting 2009-08-24

Posted on August 24, 2009 by David Tenser

Sumo Weekly metrics “cookies” is the most popular search term http://support.mozilla.com/kb/Websites+say+cookies+are+blocked On that article, for the question “Did this article solve a problem you had with Firefox?”, 111 people votes yes last week, 160 voted no Not clear why people … Continue reading →

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Minutes of SUMO meeting 2009-08-17

Posted on August 18, 2009 by David Tenser

Sumo Weekly metrics CSAT increase is due to Private Browsing article which is very popular and consistently gets a >90% satisfaction score Has the CSAT increased overall if Private Browsing is excluded? Cww to find out Last week’s weekly support … Continue reading →

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Helping users with the top crashes

Posted on August 17, 2009 by Chris Ilias

Helping users troubleshoot crashes has always been a hard thing to document in the knowledge base. We try to help the user better define the circumstances of their crash, then list possible causes and solutions for those circumstances. An (obviously) … Continue reading →

Posted in Contributor News, Discussions | 1 Comment

Connecting non-English contributors to their local communities

Posted on August 14, 2009 by Chris Ilias

Since the SUMO project was created, we have been in regular contact with non-English Mozilla communities to unify our support efforts. User support is one of the easiest ways to get involved with Firefox, because there is a direct connection … Continue reading →

Posted in Localization | Comments Off

Coming soon: a brand new support forum interface

Posted on August 12, 2009 by Cheng Wang

Thousands of questions are asked on the support forum each week, making it one of our primary ways to help Firefox users around the world. For contributors, we can significantly ease workflow and make helping on the forums a lot … Continue reading →

Posted in Development, General | Comments Off

Minutes of SUMO meeting 2009-08-10

Posted on August 10, 2009 by Chris Ilias

Sumo Weekly metrics Why is “Cookies” a very popular search term? Some sites will tell users to enable cookies. “Enable cookies” is the next most popular search term containing the word “cookies”. Last week’s weekly support issues Now being hosted … Continue reading →

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