Monthly Archives: December 2009

Behold: the SUMO 2010 roadmap!

Posted on December 30, 2009 by David Tenser

Back in October, we started the effort to solicit feedback and ideas from various people, including of course our wonderful SUMO community. I wrote about the three primary objectives for the SUMO project as a whole: To help people have … Continue reading →

Posted in Announcements | Tagged , , , | Comments Off

Adding flexibility to Live Chat operating hours

Posted on December 23, 2009 by Matthew Middleton

Live Chat allows Mozilla community members to connect in real-time to a Firefox user seeking help.  We currently set three to four hours per day, based on community input, during which both volunteers wanting to provide help and users with … Continue reading →

Posted in Live Chat, Uncategorized | 1 Comment

Forum survey results

Posted on December 22, 2009 by Cheng Wang

A month ago, we asked you to fill out a survey regarding the improvements to the SUMO forums that we made in the 1.4 – 1.4.2 releases. Overall, the features we pushed were very well received. Among what people said … Continue reading →

Posted in Contributor News, Development | 1 Comment

Minutes of SUMO meeting 2009-12-21

Posted on December 21, 2009 by Chris Ilias

Sumo Weekly metrics Last week’s weekly support issues Norton causes startup crashes. Cheng to follow up with Kev. Facebook chat is “slow.” Could be an old version of Flash. cilias to find out in forum thread, and update Facebook article. … Continue reading →

Posted in Meetings | Comments Off

Join the SUMO team: Support Community Manager

Posted on December 19, 2009 by David Tenser

SUMO is growing rapidly. In 2009, the size of the community doubled. Today there are over 100 active monthly contributors to SUMO, many of whom are localizers who translate support documentation into their native language. We’re looking for a passionate … Continue reading →

Posted in Announcements | Comments Off

Join the SUMO team: Support Tech Editor

Posted on December 15, 2009 by David Tenser

Firefox Support has over 4 million visitors per week, and about half of those people speak English. This makes the English Knowledge Base a very important part of SUMO. In 2010, we’re looking to expand the SUMO team with an … Continue reading →

Posted in Announcements | Comments Off

VLC has made it easier to create open video screencasts

Posted on December 14, 2009 by Chris Ilias

As many of you probably already know, SUMO provides the ability to add screencasts to knowledge base articles. As part of Mozilla’s mission for an open web, we support screencasts in the Ogg Theora format, which is an open format, … Continue reading →

Posted in Contributor News | Comments Off

Minutes of SUMO meeting 2009-12-14

Posted on December 14, 2009 by David Tenser

Sumo 2010 Q1 Goals [1] The proposed list is based on feedback from many sources, most importantly the SUMO community and various stakeholders @ Mozilla Still just a draft — feedback very welcome! Weekly metrics Last week’s weekly support issues … Continue reading →

Posted in Meetings | Comments Off

SUMO 1.5: Even better searching

Posted on December 8, 2009 by Cheng Wang

Last Thursday, we released SUMO 1.5 which implements a significant upgrade to our site search engine. In addition to having a much more powerful back-end search where we can now index the full database every 15 minutes rather than once … Continue reading →

Posted in Announcements, Development | Comments Off

Minutes of SUMO meeting 2009-11-30

Posted on December 1, 2009 by David Tenser

Sumo Weekly metrics Last week’s weekly support issues Knowledge Base cilias sick today General article about how to stay safe on the web? Good idea, let’s discuss in contributors forum. Forum No updates Live Chat Web client update I got … Continue reading →

Posted in Meetings | Comments Off