Say hi to Brinda! She’s an intern for SUMO this summer, working on text mining support questions to find our top issues. Automating this manual process will be a huge help to us. I shot this video almost a month ago so Brinda is wrapping up her work now and will be heading back to the University of Illinois soon for her senior year. It’s been great having her on the SUMO team.
Please join me in welcoming Michelle Luna to Mozilla! Michelle will be heading up our mobile Firefox support efforts and ensuring that we provide world class, scalable, self-service and community-driven support for mobile Firefox users.
We’re very excited that Michelle has joined our Army of Awesome because she’s pretty darn awesome herself — she has a ton of experience with customer support, community management, content writing, and working closely with development and QA teams. This will all be a great help for us in our efforts to turn support into something that integrates closely with product planning in addition to just being a great service for our users.
Michelle graduated from the University of Colorado in 1999 with a BA in Technical Communications, an enthusiasm for software support and a passion for playing guitar and snowboarding. In 2002 she moved to San Francisco to join Sun Microsystems where she led the release of Solaris documentation as open source and went on to chair the OpenSolaris Governing Board 2009/2010! Most recently, Michelle served as principle program manager in support of the ZFS Storage appliance at Oracle, Inc.
Hey everyone,
This is a quick reminder about our test day for private messaging and group dashboards today, Friday, July 8th, from 3pm to 12pm UTC. We want to test the recently finished implementation of private messaging and the groups dashboards on SUMO, and will meet on IRC, in #testday (please note, it’s not #sumo).
Especially for private messaging it’s important to have many people on IRC at the same time. So if you can manage it, please join us between 3pm and 7pm UTC , but of course we will be around all day. Also, we have a test plan ready, so you can systematically check if things are working as they should.
If you are a localizer, you can also request the group dashboard feature. This will add another tab to your dashboard and those of your team members. That tab will hold your localization dashboard and a message on top that you as the locale leader can change to message your team. Also, your localization group will get a profile page listing the locale leader and every member of the team. You can see here what the German localization group profile looks like.
For the groups dashboard I wrote a short tutorial that you can see here.
Please report any issues that you encounter on this etherpad so we can fix them quickly.
All info about the testday:
Date: Friday, July 8th
Time: 3pm to 12pm UTC
Place: IRC #testday (please note, it’s not #sumo)
Testplan: https://wiki.mozilla.org/QA/Execution/Web_Testing/SUMO/2.8
Feedback: http://etherpad.mozilla.com:9000/kitsune-groups-and-messages
Thanks, and hope to see you later today!
Please join me in welcoming Ibai Garcia to Mozilla! Ibai (in some circles also known as El Fuego de la Cueva) is the SUMO team’s new Services Support Coordinator. He will lead the services support effort, including redefining the experience on multiple platforms, analyzing metrics and user feedback, and reporting metrics and support insights back to the product, engineering and QA teams.
Ibai has an impressive background in both online support and community management. In his most recent gig he was the Online Customer Service Manager at Vodafone in Spain, where he successfully scaled their support by integrating user-to-user help with the more traditional customer support channels (e-mail, phone, help center).
We’re all super excited to have Ibai joining the SUMO team.
P.S. You can follow Ibai on Twitter and read his blog (if you read Spanish).
Hello everyone,
Starting today we will be beta testing the new groups and private messaging features of Kitsune. We want to start with a small number of people for now, so we are going to cap this at about ten. We will have a test day for everyone on July 8th. If you are interested in testing private messaging and giving feedback on it, please let me know in this thread on the support community forum and I’ll activate it for you.
If you are a localizer, you can also request the group dashboard feature. This will add another tab to your dashboard and those of your team members. That tab will hold your localization dashboard and a message on top that you as the locale leader can change to message your team. Also, your localization group will get a profile page listing the locale leader and every member of the team.
You can see here what the German localization group profile looks like.
For the groups dashboard I wrote a short tutorial that you can see here.
Private messaging should be fairly intuitive. Once the feature is activated, just click on “Inbox” on the upper right corner of the page. Make sure that you only message people who are listed in the forum thread for now.
Please report any issues that you encounter on this etherpad so we can fix them quickly.
And of course, please let me know if you have any questions.
Thanks!
Kadir
If you are a SUMO localizer now is a good time to prepare for the upcoming Firefox 5 release. Firefox 5 will be released on June 21, which is less than 2 weeks away and our articles are now ready to be localized. There are 7 updated articles for Firefox 5, and many of the updates are rather small, so you should have no problem updating your articles if you had them up to date for Firefox 4 already. As we have discussed before, in the future there will be 4 weeks of localization time beginning from the third week of the Beta period for every new Firefox release. But for Firefox 5 the time for localization is a bit shorter since the whole Firefox 5 development cycle is kept shorter than normal.
Michael Verdi has create a special page that let’s you easily keep track of all the articles that we have changed between Firefox 4 and Firefox 5. If you are a localizer you should bookmark that page so you can see at a glance the upcoming changes for future versions of Firefox.
As always your Localization Dashboard is the most important metric to see what to localize or update next. If you keep the top 20 articles localized at all times you cover over 50% of all visits to the KB already. But with upcoming new Firefox versions we can sometimes predict that an article is going to be very popular after the release, even if it doesn’t show up on the Localization Dashboard yet. So we’ll make sure to inform everyone about those cases.
If you have any questions about the process, an update is unclear or you want to help localize support articles into your own language, please don’t hesitate to contact us in the community forums.
As you have probably heard, Firefox is on a release schedule to deliver new features sooner and have more predictable release dates. That means that SUMO also has to change to keep up with those frequent releases.
We recently introduced or are going to introduce several new features and processes in preparation for the new schedule. If you’re a localizer I’d like to talk with you about that in an IRC meeting on Wednesday, June 1, at 9am PDT. The topics will be:
Please try to take part in this meeting, so we can answer any open questions and incorporate your feedback. Please don’t hesitate to ask questions here or add topics to the agenda if I have missed anything. Hope to see you all soon!
Info about the meeting:
Date: Wednesday, June 1st
Time: 9am PDT
Place: IRC #sumomtg
