SUMO Blog

Sumo

• Weekly metrics
  • Real Player is a trended search term
  • zzxc to provide any relevant info from Live Chat in the bug
• Last week’s weekly support issues
  • Re: websites blocking cookies: Findings from forum thread [1] (cilias)
    • They complain about specific sites, not all sites. The sites vary (facebook (no specific app), google, ebay, amazon)
    • Some instances of settings not being saved.
    • Re-installing does not work.
    • cilias to share this in the weekly common issues meeting tomorrow

Knowledge Base

• New article: Entry point js_SaveRegExpStatics could not be located
• Gathering list of articles that need to be updated for 3.6 [2]
• SUMO 1.4.2 (next SUMO release) will:
  • add an upload button for adding screenshots.
  • let us switch to a new start page
    • cilias to double-check which content blocks need to be created for the new start page and provide instructions for locale leaders on how to switch to the new start page
• Reword “Did this article solve your problem”? [3]

Live Chat

• Starting a new live chat shift at 6:00am Pacific this week

Roundtable

• SUMO 2010 update:
  • Collected lots of great ideas and suggestions for SUMO in 2010. Thanks to everyone who participated!
  • This week we’ll focus on formalizing & prioritizing these ideas into actual milestones. This involves:
    • Providing more concrete details of ideas
    • Grouping ideas together into logical milestones
    • Estimating the time needed for each milestone with the help from webdev
    • Prioritizing these milestones based on what has the most significant impact
  • First draft of 2010 roadmap should be ready within a couple of weeks

Sumo

• Weekly metrics
  • Over 4 million weekly visitors the last couple of weeks. Yay, F1 keyboard shortcut!
  • New record in forum threads last week. Could be a combination of .NET searches, Windows 7 searches, and more traffic
  • What are the time ranges for trended search terms?
    • cilias to double-check with Ken
• Last week’s weekly support issues

Knowledge Base

• New articles:
  • Crash signature – RtlpCoalesceFreeBlocks or RtlAllocateHeap
  • Will Firefox work on Windows 7
• Need someone to help with Windows 7 screenshots
  • Possible change in screenshot policy, preferring Windows 7 screenshots over XP? (XP still has the majority of traffic)
    • Makes sense, especially given the upcoming Browser Ballot audit
    • cilias to announce in the forum
• How can we create a bridge for Live Chat and Forum contributors to start contributing to the KB?
  • One way is to make sure more people see the contributor forum, where the SUMO community is connected
  • Encourage people to sign up on SUMO before being approved in Live Chat — already happening (zzxc)
  • Send out e-mail to new forum contributors (cww)
  • cilias to post in Contributors forum to ask for other ideas

Forum

• New helpers: TXGuy and jscher2000

Live Chat

• Graph of issues and tags
  • Main takeaway is that there is a very long tail of support requests coming in to Live Chat, which is expected
  • The graphs helps spotting and comparing trends between weeks (for example, the Facebook spike a few weeks ago)
• New very active Live Chat contributor: fingalPC. Welcome, and thanks so much for your help so far!

Roundtable

• Mockup of the help users on forum screen

Sumo

• SUMO goals 2010 brainstorm (click the link for the actual outcomes of the discussion!)
• Weekly metrics
• Last week’s weekly support issues

Knowledge Base

• New approver: Tobbi!
• Gathering list of changes in Firefox 3.6 that will affect support. After we have the list complete, we can assess what articles need to be updated, and what can be scripted.
• Ideas for article on staying safe on the web [1]
• New articles:
  • Multi-touch does not work
  • Unexpected installation error -203 when installing add-ons
  • Unable to download attachments from Hotmail or Windows Live Mail
  • .NET Framework Assistant
  • Windows Presentation Foundation

Live Chat

• Chat tags Tags and issues from last week
  • “Other” issues account for almost 60% of all chats

Roundtable

• Search indexing should be working again now

Sumo

• Weekly metrics
• Last week’s weekly support issues
  • The “AVG blocks Firefox as a trojan” is now fixed!

Knowledge Base

• EU Ballot
  • Finalize list of articles for KB audit by tomorrow?
  • Thoughts on SHOWFOR for Windows 7 based on article list
    • Is it really needed, or can we get away with just creating a “How to install Firefox on Windows 7″ article and simplifying the other articles?
  • Improve Ask a question page?

Forum

• Proposal: Implement checking for tags to predict user’s question (mockup) – Milos
  • Actually already part of the original Ask a Question redesign, but had to be pushed out because an outdated version of Sphinx. Upgrading Sphinx and fixing this will happen in Q4 2009!

Live Chat

• Tags and issues from last week
  • Add-on problems were the most common issue
  • AVG was misidentifying the Firefox installer as a trojan, should be fixed in latest AVG update
  • zzxc to try different graph designs next week to make it easier to understand

Roundtable

• Blog post about Live Chat community on Wednesday (zzxc)
• Effort to get feedback from Firefox beta users in a series of opt-in surveys. What kind of information do we need? comment here
• We have a new system that allows us to do A/B testing on a lot more stuff. Check out the current list of tests and let us know your ideas

Sumo

• Weekly metrics
  • cilias will work with metrics team to figure out why our bounce rate is increasing
• Last week’s weekly support issues
  • Fewer repeated issues
  • Dramatic increase in searches related to “cookies”
    • cww to work with metrics to figure out what we can tell about the people who search for “cookies”, e.g. OS, browser, country, etc.

Knowledge Base

• New articles: Using Firefox with a 64-bit Operating System, Crash signature – nsEventListenerManager::Release(), Bookmarks toolbar, Crash signature – js_LockGCThingRT
• CSAT has taken another dive. I still need to assess the cause.
• Had meeting with Metrics team last week about prioritizing ideas for improving the CSAT score in Q4.
  • We need to do some A/B tests to determine the impact each solution, then we can determine which solutions are most important.
  • cilias needs to make sure they have the raw data from the past year, so they can help determine the reasons for fluctuations in the CSAT score.
  • Will try to figure out why the CSAT is dropping in non-en-US locales (which locales are causing it?)

Forum

• Participation fell. Need to investigate if it’s related to new forum AAQ
• [1] New forum start page (temp)
  • Cww to post in Contributor forum once it’s back up and ask for feedback

Live Chat

• Tags and issues from last week
  • Problems caused by add-ons now #2 issue
• Web client status
  • Behind schedule, but will be online to meet Q3 goal
    • As soon as it’s up on prod, will announce
  • Will be on production server before or shortly after this call (link)
  • Future development will focus first on integrating canned responses and SUMO search/login into the client, then on the remaining features in the PRD.

Sumo

• Weekly metrics
  • Start page bounce rate theory from last week: large increase in referrers from Firefox whatsnew pages.
  • CSAT score on Forum and live chat went up. Not sure why.
  • Top articles block was updated last week, to reflect top questions.
• Last week’s weekly support issues
  • No new issues this week.
  • Something to look out for: 2 new pieces of malware. 1 causes Firefox to crash. 1 tries to steal data entered when you log into a bank site.

Knowledge Base

• New articles: Crash when closing a Gmail tab, Bookmark folders
• Contacted metrics team about what changes make the greatest impact to CSAT score. We may have a phone meeting this week. (Haven’t got to details yet.) [1]
• Article for Facebook issues? [2]
  • What would we say? Clear you cache and cookies? Is that it? One Firewall is known to block a facebook script. If you see any more, post in the Contributors forums thread.
• One article for crashes caused by malware?
  • If we have a more specific answer for any certain crash, in that case we can give it a separate article.
  • It would also be good to add a section to the Firefox crashes article, that says the most common cause of crashes is third party software (extensions, plugins, malware).
  • Might be a good idea to write a blog post helping contributors learn how to analyze crash stats.

Forum

• User traffic in the Contributors forum could be coming from Google.[3] -cilias
  • After we switch to having pretty URLs for forum links, we can make robots.txt tell search engines to ignore the contributors forum.

Live Chat

• Most common chat tags, no major changes in the past two months. (Crashes/hanging is still the most common problem)

Roundtable

Sumo

• Weekly metrics
  • Massive increase in number of new SUMO accounts. Don’t know why yet. Let’s see if it’s the same next week.
  • Two new graphs: en-US KB CSAT and Helpful %
    • Our Helpful % is steadily going up, but the CSAT seems to constantly hover above 85% with a few spikes here and there
  • Bounce rate of http://support.mozilla.com/en-US/kb went up 4% — cilias to look into it (e.g. where do people go from the start page?)
• Last week’s weekly support issues
  • Add column for last week’s numbers and remove superfluos notes

Knowledge Base

• New articles last 2 weeks: Sorting bookmarks , Enabling and disabling cookies , Deleting cookies , Blocking cookies, Firefox crashes when working with PDF files , Crash signature – _eFOGetName, Firefox crashes due to Adware-DoubleD, Configuring McAfee Internet Security, How to find which folder a bookmark is in, plus at least 17 crash articles from the KB crash articles sprint.
• SUMO 1.3 made some notable changes to KB:
  • email notifications when your edit is rejected or approved, with text area for reviewer add review notes (or anything else like a thank you)
  • The ability to mark translations as out of date is now in the hands of the reviewer, not the editor.
  • articles are not allowed to be created with bad characters
  • translations inherit the additional category info from the en-US article
  • edit summaries are displayed when removing an ‘out of date’ warning
  • articles not yet in the KB can be renamed by any contributor
  • Firefox 2 content will not be ignored by SHOWFOR
• CSAT score over time
  • Our goal for this quarter was to get it up to 85% [current csat score]
• Thinking about how to get csat score higher in Q4:
  • List of items in Contributors forum thread.
  • Gather all ideas we’ve collected and talk to metrics team about which items would have the biggest impact
• Other things to think about:
  • What is different in Firefox 3.6, and what will need updating?
    • How much of it can we automate?
    • cilias to lead effort of keeping track of changes and articles affected by 3.6
  • What is different in Windows 7, and what will need updating for Windows 7 users?

Forum

• No updates

Live Chat

• Participation was down last week, with only 12 active helpers. A lot of the most active helpers are back in school/college now.
• Top chat tags from last week, crashes still most common issue
• Web client status: nearly code complete for 1.4
  • Will need help testing after changes land — will post in Contributors forum to ask for help. Cww + cilias to help as well.

Sumo

• Weekly metrics
  • Lots of activity in the German locale
  • High traffic in the forum due to the major update
  • We should look at search stats for crash signatures.
    • Crash article is rated low in understandability. We should reorganize it and make it clearer that finding crash signatures is fairly advanced, but isn’t the only way to get help.
• Last week’s weekly support issues
• How could Firefox make troubleshooting user problems easier?
  • Discussion/brainstorming that led to this wiki page
• SFD update
  • Went through all top crashers last Friday and made sure bugs were filed for them

Knowledge Base

• Specific articles about Bookmarks and Cookies are being worked on, and hopefully in the KB early this week.
• New articles: Deleting bookmarks, Will Firefox work on Snow Leopard
• Note about Snow Leopard: Screencast recording is fullscreen-only. SUMO has a size limit of 640×480.
• Should we remove the “Print” link in the Actions box? [1]
  • Remove it for now — very few people using it anyway and it’s broken

Forum

• Lots of support threads in the Contributors forum, something happen?
  • cilias updated the How to Contribute document in an attempt to reduce the problem, but it might have had an opposite effect
• Jump in traffic to forums this week

Live Chat

• Top tags from last week
• change diagram to a stacked bar graph [2]
  • Lots of connection problems caused by McAfee last week

Roundtable

• Support common-issues triage tomorrow at 10 AM.
  • This will be a weekly effort to ensure that the keyword is accurate and reliable
  • Sumo team will always call in, others are very welcome too
• New SUMO blog theme proposed by leo.

Sumo

• Weekly metrics
  • “cookies” is the most popular search term
  • http://support.mozilla.com/kb/Websites+say+cookies+are+blocked
    • On that article, for the question “Did this article solve a problem you had with Firefox?”, 111 people votes yes last week, 160 voted no
  • Not clear why people are having this problem recently — keeping eyes and ears open
  • cilias to parse through the article feedback of Websites say cookies are blocked to see if we can get any clues there
  • Live Chat: 25% of all cookie issues were about Yahoo, all were fixed by clearing the cookies
• Last week’s weekly support issues

Knowledge Base

• Attn: bug 505356 “Open all external links in KB articles in new window/tab” -Milos
  • Annoying when you read a support article, and you want to read a .. right-click
• Bookmarks reorganization — Bo is going to start filing bugs this week for new task-specific articles.
• Thanks to Bo, all top 5+ crash articles are in the KB. One new one this week. Big thanks to Bo!
  • cilias to test searches to make sure they work (including non-en-US locales)
  • cww to see how we can add “crash” to the Crash Report form as an OR search, to ensure that the generic “Firefox Crashes” article is always included in the results
• This week we’ll focus on getting the Bookmarks and Cookies articles split.
• KB CSAT took a dive in March, but I don’t know the cause
  • There were three firedrills in April, which was the second month of drop, but that doesn’t explain March
  • djst to ask Patrick and Ken about this to see if there are other similar drops in March-April other than SUMO CSAT
• PRD draft for KB article requests, tracking, and discussion. (Discussion thread)
• Looking for feedback from localizers: Simplifying how to translate articles.
• Probable change in screencast/screenshot policy. Have a look. Give your feedback. [1]
• Sumodev stuff for anyone who wants to test on support-stage:
  • Email notification when an edit is made/approved/rejected (with comments). bug 446082
  • Reviewers now set “Mark other translations as out of date” instead of editors. bug 469188

Forum

• Writing guidelines for forum moderators (draft)
• Forum search currently filters by locale, which is rather pointless since we only have one locale and it wouldn’t be able to distinguish other languages even if someone e.g. wrote a post in German
  • cww to test and file bug

Live Chat

• Top tags from last week
  • Crash was the top issue all of last week
• Web client demo – currently in testing
  • Goal is to have Milestone 1 complete this week
  • zzxc to make sure the page works and then SUMO team will test. Then we can get more testing from Live Chat people once we know it at least work relatively well.
• Canned responses have been updated with new common issues and troubleshooting steps
  • To update this week http://support.mozilla.com/en-US/kb/Introduction+to+Live+Chat

Roundtable

• SFD will be a KB writing sprint on 9/3
  • Blog post about it to be posted today
• Laura wants to know if we should link to SUMO articles on the Plugin Checkup page.
  • Let’s definitely link to SUMO, but let’s make sure to review the target articles to make sure they’re up to date.

Sumo

• Weekly metrics
  • CSAT increase is due to Private Browsing article which is very popular and consistently gets a >90% satisfaction score
  • Has the CSAT increased overall if Private Browsing is excluded? Cww to find out
• Last week’s weekly support issues
  • Moved it to a Google Doc

Knowledge Base

• Still need direction re-organizing the Bookmarks documentation (Contributors Forum thread). Summary of new/re-organized articles at end of thread.
• New articles: Backing up and restoring bookmarks, Printing a web page
  • Renamed article: ‘Firefox takes a long time to start up’ is now ‘Firefox takes several minutes to start up’ the thread
• We should split the cookies article to fit the different cookie related search terms (enable cookies, delete cookies, etc.)
  • General consensus is that it’s a good idea
• djst: Proposed idea to change naming scheme for KB articles to questions, e.g. from “Clearing private data” to “How do I clear my private data?”
  • Other support sites use this scheme (e.g. Apple, Skype, Yahoo)
  • Works better with our terminology on the site (”search for the answers you need”, “Ask a new question”, etc)
  • Would require a lot of work
• Milos: Also show related questions at the bottom of an article?
  • We already show related articles in the sidebar — maybe it’s not very discoverable?
  • An old idea that’s been around for quite a while is to offer related articles when someone votes “No” on “Did this article solve a problem you had with Firefox?”
    • Before we go ahead and do this, we should cheng the top 10-15 articles and make sure that they all have sensible related articles.
• Still need people to write the top crash articles.

Forum

• Welcome to our new contributor Richard Hennings!

Live Chat

• Graph of last week’s tag data (raw data)
• Discussion about changes to the Trainees queue
  • Object of the changes is to reduce the differences between new helpers and “approved” helpers.
• Web client status
  • Proof of concept demo on VPN server — got it to bootstrap.
  • Working on Milestone 1 features — goal is to get those done in SUMO 1.4 (Q3).
  • Milestone 1 will be a basic web-based Live Chat client that will work for normal helpers (but not for room monitors)

Roundtable

• Next SFD is a sprint on crash articles (good, bad, other ideas?)
  • Idea is to do a focused sprint to get people from SUMO and QA together to work on crash articles
  • A little more low key compared to previous SFDs with video presentations etc.
  • The other option would be localization
  • Let’s do the crash sprint first and then l10n! Since we won’t be focusing as heavily on presentation this time and more on the idea of getting together and working on something as a team, we should be able to do this with less time needed for planning