Category Archives: Contributor News

Community newsletter message, e.g. announcements about technical or content updates relevant to our contributors.

SUMO platform roadmap for the rest of 2010: Milestones and priorities

Posted on March 31, 2010 by Chris Ilias

Last month, we blogged about the upcoming SUMO platform that will make SUMO much more enjoyable to use for users, contributors, and developers. Of course, SUMO 2.0 (codenamed Kitsune) can’t be written over night — it’s quite an undertaking to … Continue reading →

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We are no longer using Bugzilla for article requests

Posted on March 5, 2010 by Chris Ilias

We’ve recently changed the way we track requests for new Knowledge Base articles for Firefox Support:  Instead of using bugzilla, we’re now using a forum hosted on the site instead. Here’s the background and reason for this change: When the … Continue reading →

Posted in Announcements, Contributor News | 1 Comment

Redesigning the support forum

Posted on February 26, 2010 by Cheng Wang

With the rewrite of the SUMO platform underway, this is a great time to rethink how we want to handle our support forum.  While the existing forum format is good for promoting discussions and interaction, it isn’t optimized for getting … Continue reading →

Posted in Contributor News, Development | 6 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

Forum survey results

Posted on December 22, 2009 by Cheng Wang

A month ago, we asked you to fill out a survey regarding the improvements to the SUMO forums that we made in the 1.4 – 1.4.2 releases. Overall, the features we pushed were very well received. Among what people said … Continue reading →

Posted in Contributor News, Development | 1 Comment

VLC has made it easier to create open video screencasts

Posted on December 14, 2009 by Chris Ilias

As many of you probably already know, SUMO provides the ability to add screencasts to knowledge base articles. As part of Mozilla’s mission for an open web, we support screencasts in the Ogg Theora format, which is an open format, … Continue reading →

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Tikiwiki syntax

Posted on November 26, 2009 by Chris Ilias

As most of you know, the knowledge base on SUMO is a wiki. Those of you who are familiar with wikis are probably most familiar with mediawiki syntax, which is used on wikipedia and wiki.mozilla.org. On SUMO, we use tikiwiki, … Continue reading →

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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 →

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Updating the knowledge base for Firefox 3.6 – The Plan

Posted on November 18, 2009 by Chris Ilias

Over the past month, the SUMO community has gathered a list of changes in Firefox 3.6 and determined which knowledge base articles need to be updated. We have been in contact with localizers and KB contributors to establish the update … Continue reading →

Posted in Contributor News, Localization | 1 Comment

How we improved customer satisfaction by splitting up articles

Posted on November 6, 2009 by Chris Ilias

One of our goals over the past few months was to get the knowledge base average CSAT score up to 85%. CSAT is short for Customer Satisfaction, and the way we measure it is with the “Please rate your experience … Continue reading →

Posted in Contributor News | 2 Comments