Archive for the 'Meetings' Category
Tuesday, August 18th, 2009
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
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
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
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Monday, August 10th, 2009
Sumo
Knowledge Base
Forum
- Request from devs for most common signatures. I’m working on a way to get that automatically
Live Chat
- Common tags from last week
- Most common questions were crashes, Firefox won’t start, add-on issues, slow/hang issues, and firewall problems
- For “wontstart”, we suspect that it is malware. Need to add new solution, telling users to do a clean install. The article needs to be cleaned up.
- Discussion in the contributors forum about replacing the “trainees” workgroup
- Ongoing work on the web-client. Trying to get it finished soon.
Roundtable
- Support Firefox Day: survey came back with lots of people liking the videos but hating the video quality.
- Should I (Cheng) blog about Forum UX upcoming changes?
- Yes. It would be good to point out some of the major changes and link to a bug list. It might even be worth doing more than one blog post, to keep everyone up to date on the progress.
- Should Cheng blog about metrics gathered from telling people to update Flash.
- If you’re just posting data for the sake of posting data, no. If there’s a lesson learnt from the data that we can use in the future, yes.
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Monday, July 27th, 2009
Sumo
- Weekly metrics
- “Norton” is a popular search term and so is “fast dial”. Cww to investigate “fast dial”.
- Last week’s weekly support issues
- New issue: Cannot right-click. Looks like an add-on issue (Yahoo Toolbar?) Will get a KB article created for it.
- Is there a bug to make Omniture tell the difference between 3.5 and 3.5.1?
- Cww to ask metrics team if they about it.
Knowledge Base
- Any help on crash docs would be appreciated.[1][2][3][4][5], and new this week “_PR_MD_SEND”[6]
- We’re looking at improving articles with a csat score lower than 4. Check out the discussion in the Contributors forum.
- Locale Leader feedback about using HTC to let non-en-US contributors find local communities and their locale leader has been good. Next step is to draft a localized version.
- This is also a good opportunity to get feedback/ideas from localizers on how to make the en-US page easier to use.
- We want to try simplify the process of translating articles. Discussion.
- Plan for centralizing KB communication is set: create a KB forum with a discussion thread per-article. I’ll start drafting a PRD this week.
- New articles: Cannot scroll with mouse wheel or touchpad and How to clear the cache.
- Sumodev KB stuff:
- We’re working on making all translations inherit the *additional* category info (Firefox 3.0, Troubleshooting, etc.) of en-US pages.
- “2.0″ will be removed from the “Show content customized for” selector.
Forum
- Tracking contributor retention, what new metrics can we look at? Try tracking individual users who post as “proposed solution” but don’t register. — zzxc
- Mentoring on forums? How?
- Cww needs to think about it some more before proposing any ideas.
Live Chat
- Top chat tags (crashes and firewall issues most common last week)
- Welcome to new contributors: itsme95, athaba, moses, robomaster
- Working on documentation for web-client.
Roundtable
- Some praise from a blogger: How can I prevent thought fatigue?
- Users are getting notifications that someone tried to reset their password.
- bug 506547
- It doesn’t happen to everyone, but the people that do get them tend to have common usernames.
- There is an “I forgot my password” link in the login form, which asks for a username or email address, and is accessible to everyone. Misuse of that page is likely the cause.
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Thursday, July 23rd, 2009
Sumo
- Weekly metrics
- Private Browsing the most commonly searched
- How many of those people are looking at the Private Browsing article in 3.5 vs 3.0? In other words, is it existing 3.0 users looking at the prospect of updating, or is it 3.5 users wanting to learn more about the feature?
- 89.5% come from Firefox 3.5, 7.2% use Firefox 3.0.x
- Last week’s weekly support issues
Knowledge Base
Forum
- Still high traffic compared to before 3.5 was released
- Cww to present full data of 1000 thread sample this week
- How/where should we write guidelines for asking questions?
- On the form asking question
- Make mockup, then file bug and change it
- Tags part of ForumUX?
- Cww to talk to paulc about the feasibility, but the main problem is getting people to use it. Explain why it matters.
Live Chat
- Top live chat tags since the release (last week)
- Cww and zzxc to work together on most common Live Chat and forum issues to see if they are similar
- New blog post about launch day and new chat hours
- Work on the Web Client is progressing; slightly behind schedule.
- Target: initial framework and demo by this Wednesday, fully functional version by mid-August
- Bug list
Roundtable
- Alix and chofmann working on plugin detection page — want to know which plugins are the most common and problematic
- Cww to build list of used plugins in forum and create wiki page for people to fill with more info. Work with zzxc on this.
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Tuesday, July 14th, 2009
Sumo
- Weekly metrics
- We’re still dealing with the problem of only getting about 20-25% of the proposed solutions to forum questions actually confirmed as solved threads. Should we send a reminder e-mail for threads with status “solution proposed” so the user gets another chance to verify it?
- Sounds like a good idea, but we currently have a bug that makes it impossible to ask a question and NOT provide an e-mail address. This should be fixed before we start sending out reminders.
- Vietnamese locale has shown lots of activity lately. The main localizer (Hung) is also an active participant in the Contributor forum. Yay! Welcome Hung!
- Last week’s weekly support issues
Firefox takes a long time to start up] needs to be updated to clarify that the problem with reading temporary Internet files is a new problem in 3.5 that will be addressed in 3.5.1 (see bug). Cww to update article.
Knowledge Base
- How do we document top crashes in which the cause/solution is unknown? [2]
- It’s better to say that we’re aware of the problem but don’t yet know the cause, than to not say anything at all
- Make these articles contain as much info as we currently have, e.g. links to relevant forum thread(s)
- Also, make sure the QA team reviews the content and collaborates with SUMO community to find the cause/solution asap
- Austin in the webdev team has already helped us add links from crash reports to SUMO, so it’s possible for users to get solutions for the most common crashes. Austin++
- Articles with csat score below 4: [3]. Help us improve them!
- So far only one proposed solution for centralizing communication [4]. We should get more ideas.
Forum
- Traffic was obviously up during launch week, but contributor participation increased with the same speed, resulting in the same ratio of responded threads
- Some people seem to register and post a few (3-5) posts, then never come back. Cww to investigate whether these people are posting separate threads, or responding to their own single thread, and also figure out what the threads are about (are they asking for help, or are they trying to help others?)
Live Chat
- The percent of chats marked as “unsolved” was higher last week than most previous weeks; zzxc is investigating to see which reason(s) were selected
- One reason could be that Live Chat contributors can now post a link to the CSAT poll before the chat ends
- zzxc to post results of investigation in Contributor forum shortly
- Top chat tags
Roundtable
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Monday, July 6th, 2009
Sumo
- Firefox 3.5 post-mortem
- Very good job, very prepared.
- One thing that stood out: problem with add-ons not being compatible. We needed to get a list of unsupported add-ons. Next release would be nice to have automated list of add-ons not supported.
- Main issue was that many unsupported add-ons were not hosted on AMO (e.g. Norton)
- There is a list for all AMO extensions, but you have to parse it to find the uncompatible ones
- Live Chat went really well last week; 44 people helping out, some also helping out in the forum
- More Live Chat hours, meant that forum traffic wasn’t insane. Keeping pace pretty well with the forum.
- Getting new KB articles up quickly. Writing quick drafts, etc. Example: Closing the only tab closes the window
- Projecting some SUMO stats in the MV office. Increased visibility of the support effort and made some developers walk into the room and ask if they should look out for any new common issues.
- Carlo, a Firefox users that helped out on SUMO during the 3.5 launch called in to share his feedback: “Amazed by how much the developers and people care about this browser. This is why I’m so willing to help out. One of the best things I’ve noticed is the level of support you get from people in the actual chat room, and how [Live Chat contributors] are so willing to help each other.”
- Last week’s weekly support issues
- Weekly metrics
- Are we going to change the day a week starts for weekly metrics from Sunday to Monday?
- This question comes from the new automated metrics dashboard using Monday as the first day of the week. Cww to file a bug to change to Sunday and make it a pref.
- We did really well this release. Traffic went up, but the ratio of solved problems remained.
Knowledge Base
- Goal for Q3: Get CSAT (all locales) above 85% (currently 81% last month)
- Will publish plan shortly
Forum
- Lots of unregistered helpers this week (maybe, still figuring out query)
- Cww to work on the query today and report back tomorrow
Live Chat
- High participation last week with the release. (44 active helpers, including 6 from Mozilla QA and 1 from engineering team)
- We are now tracking the number of forum responses to live chat. Out of ~1100 chat sessions last week, about 55 continued to the forum.
- How many of those 55 threads are solved now? zzxc to look up and post in Contributors forum
- Top tags from the 3.5 release. (Crashes, extension compatibility, slow starting, firewall issues, and broken websites were the most common issues)
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Monday, June 29th, 2009
Sumo
- Firefox 3.5 status
- List of potential 3.5 issues is up in the Contributor forum
- Potential addition: Error correction if people have changed folder names of top-level bookmark folders
- List of add-ons not compatible with 3.5
- Tab Mix Plus is definitely not compatible
- TwitterFox?
- Cww to ask Nick for a list and update the thread today
- zzxc to post a Contributor forum post about specific Live Chat policies during the hectic launch — we need to be more efficient and less “chatty” to cope with the increased traffic
- zzxc to blog about the above; cww to review
- SFD5 review
- What went really well:
- Demonstrating new technology. SUMO is a way to learn more about Firefox and be on
- Getting people together
- Putting faces on many of the regulars interacting with SUMO — Cww pointed camera to Marcia, reed, etc during the broadcast, which was a fun and engaging way to make the Mozilla people more familiar
- Video broadcasting worked well
- Time of day worked well for both Europe and Americas
- Short and focused event
- What didn’t work well:
- Technical issues, like the IRC chat
- Sometimes video sync problems
- Video wasn’t really active, often just audio. For example, sometimes nothing changed in the video for minutes, while a discussion was taking place.
- Ideas for the future:
- Task-oriented events focusing on specific tasks that need to be completed, and less focus on engaging/fun activities
- Weekly metrics
- Top trended search term is Firefox 3.5
- Firefox Crashes article is not as understandable
- Last week’s weekly support issues
- No specific new issues
- 3.5 feedback is looking great — no major issues from SUMO users
Knowledge Base
- KB is ready to 3.5.
- Screenshots are done for over 60% page hits.
- Top 6 locales average at over 90% on l10n Dashboard.
- Articles on Installing Firefox and Updating Firefox will be updated at the time of release.
- cilias to update the staging copies of the articles and hit the publish button as soon as 3.5 ships
- If a user notices something that should be updated in the KB, remember to encourage him/her to try editing the article.
- Any post-3.5 issues that need docs? Use Requesting an article.
Forum
- How many more people participated in the forum during SFD? How many sticked after SFD? Cww to follow up with metrics next week.
- 5 new contributors registered and posted in the forum last week
Live Chat
- Blog post tonight about participating during the 3.5 launch
- Schedule for tomorrow, everyone is invited to sign up to help.
- Firefox 3.5 tags from last week – user experience by far the top 3.5 issue.
- zzxc to post detailed info about user experience problems related to 3.5 in Live Chat and ensure that the most important issues are covered in the previously mentioned list
Roundtable
- Let’s all embrace for impact — the 3.5 launch is going to be awesome/crazy!
- Great commitments from the QA and engineering teams to help out together with the SUMO community during the launch.
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Monday, June 22nd, 2009
Sumo
- RC1 support status
- Cww going to run queries on forum
- One problem for people upgrading from beta to RC1 might lose all their passwords when they clear recent passwords [1]
- zzxc reports that a minority of people in Live Chat are on 3.5
- zzxc to do a Live Chat query
- List of 3.5 forum threads
- Last week’s weekly support issues
- Java freezes – lots of people having Java freezing, causing Firefox to hang. There is a JavaScript snippet that is being used on many web pages that seems to hang
- Flash on OSX has gotten crashier [2]
- Weekly metrics
- Malaysian locale is up and active!
- More forum participation
Knowledge Base
- Crash article CSAT is up from 3.88 in May to 4.38 this month. Understandability has dropped to below 50%.
- New pages addressing l10n feedback from last year:
- Firefox 3.5 KB update
- KB audit edits are backported to Updating articles for 3.5 page.
- Now that RC2 is out everyone can update screenshots. Blog post is drafted.
- Top localizers have been updating as well. de, fr, it, es, ja, nl average at over 90% on l10n Dashboard.
Forum
- bug 464906 happening again.
- If you’re posting in the forum and run into this bug, please comment in the bug with the exact time that this happened!
Live Chat
Roundtable
- Support Firefox Day happening this Thursday!
- Firefox Crashes article is a little confusing. Cww talked to Austin King about how we could connect SUMO with crash stats page for a specific crash. cilias and cww to discuss how to word it so it’s clear.
- Web Chat client status?
- zzxc: Got some of it done last week. Should have a demo ready on a test server this week. Will post access info in the Contributors forum.
- cilias has blog post in need of review. Cww to review it.
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Tuesday, June 9th, 2009
Sumo
- Weekly metrics
- A lot of article updates (adding “Firefox 3.5″ category to most en-US articles, and many Italian)
- We need a way to mass-change categories. Cww to file a bug and write a simple SQL script that will be tested on staging.
- Last week’s weekly support issues
- SUMO Q3 goals planning
- Proposed goals, based on 2009 roadmap and new requirements:
- Productize SUMO – Make SUMO a support solution that can be deployed for other software projects
- Launch Fennec Support website based on SUMO
- Implement contributor karma system to show recognition and encourage participation in the SUMO community
- Implement WYSIWYG Knowledge Base editor
- Implement Web based Live Chat client
- Forum UX (streamline process of submitting and receiving answer to forum question)?
- Upgrade TikiWiki to 3.0 and get upstreaming process in place
- Other features?
- Ability to PM other contributors (cilias). Feels more like a separate bug and not a milestone/goal.
- In order to make an informed decision about time and resource requirements, we need PRDs for all of these proposed goals. By next week’s sumodev meeting, we should be able to decide which of these goals will happen in Q3.
- cilias to work on WYSIWYG PRD
- zzxc to finalize work on already existing Live Chat PRD
- djst & Cww to co-work on forum enhancements (draft PRD)
- Everyone to work together on karma discussion and future PRD.
- laura has already written a PRD for Fennec Support
Knowledge Base
- KB audit for 3.5 is almost done. [1]
- Going to start thread(s) in contributors forum about remaining articles.
- Again, big thanks to Bo for helping out.
- This raised an issue of having to edit an article just to add it to a category.
- Translation table of home page is having issues, so if fallback does not work for a specific locale, tell us. [2]
- Lots of article requests last week. [3]
- How do we take search terms, and figure out what users are most likely searching for?
- cww says nkoth might know more about this and how the new search engine works. cilias to ask nkoth.
Forum
- Do we force users to have a valid e-mail? [4]
- Shouldn’t be mandatory; if it is, cww will file a bug
Live Chat
Roundtable
- SFD definitely June 18th.
- Next about:sumo just before SFD? Or after?
- After. We have too much going on at the same time, plus, having it after the SFD will allow us to encourage participants of SFD to sign up for the newsletter.
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Tuesday, June 2nd, 2009
Sumo
- Weekly metrics
- Average CSAT seem to be going down. Need to look at the bottom rated articles (that are heavily trafficked) and identify what the cause is for the low rating. By just improving a couple of the lowest rated articles, the whole KB average increases by 2%.
- Last week’s weekly support issues
- Previous weeks login issues on Yahoo were put into “corrupt cookies.sqlite” but it seems that actually for Yahoo, that’s definitely not the most common cause.
Knowledge Base
- ~20% of KB is checked for 3.5 updates. Most of the work was done on the weekend by Bo (big thanks to Bo for this work!!)
- We’re using the “Alert translators” check box when updating an article for 3.5 to help localizers track which articles to update.
- Rather than just showing a diff for localizers whenever an article has been outdated and marked as “potentially outdated”, maybe we could also show the changelog / one-line summary of why it was changed? That way we don’t just list the changes, but also explain why.
- cilias to post in contributor forum and propose the idea and see what others think.
- Concept for “Using the Firefox open media player” article is done. We just need someone to write it.
- Crash sub-articles are up, and “Firefox crashes” update is waiting review.
- New contributor doc: Using poll data to judge your edits
Forum
- Contributor survey is done, data coming to sumo blog this week.
- Getting a bunch of Live Chat helpers helping in the Forum as well! Trying to get more people to help in the forum instead of extending hours in Live Chat.
Live Chat
- Welcome to new contributors: stoperror, enti342, fortune82, olli, Garret
- Contributor survey wrapping up this week, results will be posted to the sumo blog this week
- Top chat tags this week
- Top issues: User experience, crashes (many on Mac), data corruption, Firefox won’t start, cookies
- Since Live Chat is only opened a few hours per day and are solving less people’s problems than the Forum, maybe the number of reports of a problem in Live Chat should be weighted against the ratio of forum/chat load? In other words, if a problem is reported three times in Live Chat during one day, that should be seen as more frequent than three reports in the Forum during the same day (assuming the forum had more support questions posted than Live Chat during this day)
- New blog post about Live Chat CSAT data
- Network/server issue has been affecting live chat over the past week, filed bug 495308.
Roundtable
- djst presenting about SUMO tomorrow in Stockholm in front of about 50 people that hopefully want to get involved with Mozilla.
- SFD likely to move to June 18th since Asa is out of town and there’s an office move in MV, making organizing a SFD harder on June 11th.
- Smart bookmarks for SUMO: https://support.mozilla.com/tiki-view_forum_thread.php?comments_parentId=359864&forumId=3
- How did the FLOSS Manuals 1-day sprint go? The outcome was:
- Introducing FLOSS section was updated by Matthew
- Minor changes throughout
- List of flagged articles for Firefox 3.5
- In addition to djst, zzxc, Cww, cilias, and chofmann, at least a couple of others from the SUMO community participated (djst to look through the changelogs to get the full list and post a blog post soon)
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