Category Archives: General

Another Forum redesign mockup

Posted on March 10, 2010 by Cheng Wang

Based on some feedback to the last design, we’ve come up with an alternative concept for the forum redesign. While it has many of the same features as the last one (users will still be able to vote on individual … Continue reading →

Posted in Announcements, Development, General | 3 Comments

Graphing the impact of Firefox releases on SUMO traffic

Posted on February 3, 2010 by Cheng Wang

For a few days now, we’ve been noting that the Firefox 3.6 release went smoother than 3.5. Now we can quantify it. By looking at the amount of traffic to SUMO, we expect a spike every time there’s a release … Continue reading →

Posted in General | 2 Comments

Firefox 3.6 releases Thursday 21 Jan 2010

Posted on January 20, 2010 by Cheng Wang

Firefox 3.6 is coming out tomorrow, which means it is going to be a very busy time for support. As with every major launch, we see a spike in support requests as users get used to features and discover the … Continue reading →

Posted in Announcements, Contributor News, General | 5 Comments

Help the Firefox team

Posted on November 19, 2009 by Cheng Wang

There are a few bugs that the Firefox team is asking for help with. If you’re experiencing any of these bugs or are helping users with these bugs on SUMO, they’d love to get in contact so we can get … Continue reading →

Posted in Contributor News, General, Live Chat | Comments Off

KB articles about blocklisted MS add-ons

Posted on October 21, 2009 by Chris Ilias

Over the weekend, there was quite a bit of activity regarding security issues in .NET Framework Assistant and Windows Presentation Foundation.  These are add-ons that were installed via Windows Update for a majority of Windows users. Mike Shaver did a … Continue reading →

Posted in Announcements, General | 3 Comments

The SUMO community keeps getting bigger!

Posted on October 15, 2009 by David Tenser

Here’s one of those things that make me feel good about being a part of SUMO and Mozilla. In late 2008, the SUMO team started to collect feedback from the community about what we should focus on in order to … Continue reading →

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Support and You — a case study

Posted on October 8, 2009 by Cheng Wang

Over the past quarter, there has been an effort with Firefox Support around working closer with everyone in the Mozilla community and acting as a bridge between the Mozilla community and the more mainstream segment of Firefox users.  We blogged … Continue reading →

Posted in General | 1 Comment

Using SUMO to help understand our users

Posted on September 16, 2009 by Cheng Wang

Support is one of the top and most discoverable ways that Firefox users can give feedback about their experiences with Firefox. While the primary focus of Firefox Support will always be make sure users have the best possible experience with … Continue reading →

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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

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