Category Archives: Discussions

Writing Awesome Documentation

Posted on July 23, 2010 by Verdi

Image by Roland Tanglao For those of you who didn’t go to the Mozilla Summit (which was amazing BTW) or didn’t see my presentation, I wanted to recap it for you because it’s the basis for some of the things … Continue reading →

Posted in Discussions, Knowledge Base | Comments Off

Help us plan SUMO in 2010!

Posted on October 19, 2009 by David Tenser

Following up on my post last week about how the SUMO project developed in 2009, it’s time to repeat the circle for 2010! It’s time to start thinking about where to take the project, which areas to focus on, and … Continue reading →

Posted in Discussions | Tagged , , , | Comments Off

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

Measuring the success of the knowledge base

Posted on July 3, 2009 by Chris Ilias

In March, I posted about using article feedback to improve knowledge base articles and the importance of making knowledge base articles easy to read; but those are specific areas that are part of a greater knowledge base goal, which is … Continue reading →

Posted in Contributor News, Discussions | Comments Off

Improved SUMO start page coming soon

Posted on June 26, 2009 by David Tenser

In the last 10 days, we’ve been running our second A/B test on SUMO to try a slight redesign of the in-product start page (the page you get to if you select Help from the menu of Firefox itself). This … Continue reading →

Posted in Announcements, Discussions | Tagged , , , , , | 3 Comments

Results of our first A/B test on SUMO

Posted on June 2, 2009 by David Tenser

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 … Continue reading →

Posted in Discussions | Comments Off

Continuing to listen to Localizer feedback

Posted on May 12, 2009 by Chris Ilias

We have been meeting individually with active Support localizers to get their feedback and look at ways we can improve SUMO for them. In the latest update to SUMO, we were able to implement many website software changes that addressed … Continue reading →

Posted in Discussions, Localization | 4 Comments

The about:sumo experiment

Posted on April 21, 2009 by Chris Ilias

A while back, the idea of creating an about:sumo newsletter was proposed. Since then, we’ve been so busy with other parts of SUMO, that we never got to follow through on that idea. We haven’t forgotten! In the next three … Continue reading →

Posted in about:sumo, Announcements, Discussions | 3 Comments

SUMO contributors meeting is Monday and I can’t wait

Posted on January 11, 2009 by Cheng Wang

A few days ago, we blogged that we’ll be having a contributors meeting Monday Jan 12th. I just wanted to write this to say that I’m really excited to hear what everyone has to say about improving SUMO in 2009. … Continue reading →

Posted in Contributor News, Discussions, General, Meetings | 2 Comments

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