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Category Archives: Discussions
SUMO Newsletter?
There’s been a discussion in the mozilla.support.planning newsgroup (a place where many of the discussions behind the SUMO project are taking place that for various reasons aren’t happening in the Contributor Forum) about an about:sumo newsletter, similar to how we … Continue reading
The vision for SUMO – Part 8: Live Chat
We’ve reached the last part of this comprehensive vision for the scope and role of the SUMO project moving forward. This part is dedicated to the most social form of text based user-to-user support: Live Chat. If a problem isn’t … Continue reading
The vision for SUMO – Part 7: Support Forum
The Support Forum is a way for users to ask direct support questions about problems not (yet?) covered in the Knowledge Base, as described previously as the support funnel. It is also an important place to detect new or emerging … Continue reading
The vision for SUMO – Part 6: Knowledge Base
The Knowledge Base is the heart of SUMO and consists of a large collection of support articles largely written by the community. The key focus and scope of the Knowledge Base is troubleshooting — solving people’s problems with Firefox — … Continue reading
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The vision for SUMO – Part 5: Localization
Approximately half of our users are running an English (US, British, or other) version of Firefox. This is why localization is such a critical part of Mozilla, because it enables us to reach that other (significant!) half. Shrep presenting percentage … Continue reading
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The vision for SUMO – Part 4: Having our finger on the pulse
I’ll start part four of this blog series with an important question: Are our Firefox users happy about their browsing experience? If they are, exactly how happy are they? Can we measure that somehow? If they’re actually not happy, can … Continue reading
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The vision for SUMO – Part 3: Increasing community participation
In the past, there has been some discussion about how SUMO interfaces with existing local community work. SUMO has been in place for one year now and we have shown many ways where local communities are working directly on support … Continue reading
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The vision for SUMO – Part 2: Understanding the bigger picture
A critical piece in having a community-powered project run successfully is that all participants understand the bigger picture. In the case of SUMO, there are actually two pictures, and with part two of this blog series I will try to … Continue reading
The vision for SUMO – Part 1: Listen as hard as we can
During the last few weeks, I’ve been thinking a lot about how far we’ve come with Firefox Support since we started. Since the SUMO team was formally created, we have grown from a fairly buggy web site managed by a … Continue reading
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Firefox 3 Launch — Firefox Support Relaunch!
What an amazing launch we’ve had so far! At the time I’m writing this, over 6.5 million people have downloaded Firefox 3, and from a Firefox Support perspective it shows. The majority of the support questions we’ve received the last … Continue reading
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