Comments on: Helping users with the top crashes http://blog.mozilla.com/sumo/2009/08/17/helping-users-with-the-top-crashes/ The support.mozilla.org (SUMO) project Tue, 07 Feb 2012 08:20:15 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: AndersH http://blog.mozilla.com/sumo/2009/08/17/helping-users-with-the-top-crashes/comment-page-1/#comment-26855 AndersH Tue, 18 Aug 2009 18:34:08 +0000 http://blog.mozilla.com/sumo/?p=710#comment-26855 If I saw a help link in the upper right corner of a page, I would think that it took me to a page describing the page that I was on. E.g. it might tell me how to interpret the fields the three tabs. I wouldn't think that it took me a page with specific help/workarounds for my particular problem. I would suggest putting it on a fourth tab with a more specific title or perhaps just showing the specific article (if any) above the tabs (that way I also wouldn't see it -- i.e. hear the cry of wolf -- all the times that there isn't a specific article and therefor wouldn't get the disappointment) as sort of a "Your probably not here for the technical mumbojumbo go straight to the solution". Re: "make sure the 10 most common crashes have articles": You might want to refine that to the "10 most common crashes that somebody are searching for help for" since a crash that occurs while the browser is quitting might not be that important/annoying to the user as a crash that occurs every time the user tries to access some important site (e.g. facebook :) ). If I saw a help link in the upper right corner of a page, I would think that it took me to a page describing the page that I was on. E.g. it might tell me how to interpret the fields the three tabs. I wouldn’t think that it took me a page with specific help/workarounds for my particular problem. I would suggest putting it on a fourth tab with a more specific title or perhaps just showing the specific article (if any) above the tabs (that way I also wouldn’t see it — i.e. hear the cry of wolf — all the times that there isn’t a specific article and therefor wouldn’t get the disappointment) as sort of a “Your probably not here for the technical mumbojumbo go straight to the solution”.

Re: “make sure the 10 most common crashes have articles”: You might want to refine that to the “10 most common crashes that somebody are searching for help for” since a crash that occurs while the browser is quitting might not be that important/annoying to the user as a crash that occurs every time the user tries to access some important site (e.g. facebook :) ).

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