Firefox Support - Bridging the Gap Between Users and Developers with SUMO
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  • 1. Firefox Support Bridging the Gap Between Users and Developers with SUMO David Tenser Fire & Rescue Lead mozilla www.mozilla.org    
  • 2. What is Mozilla?    
  • 3. Browser market share    
  • 4.    
  • 5.    
  • 6.    
  • 7.    
  • 8.    
  • 9. Why SUMO?    
  • 10.    
  • 11.    
  • 12.    
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  • 14.    
  • 15.    
  • 16.    
  • 17.    
  • 18.    
  • 19.    
  • 20. Is better support really needed? HALP?    
  • 21.    
  • 22.    
  • 23.    
  • 24.    
  • 25.    
  • 26. The Firefox support challenge Users Potential suppor t Contributors of product of product contributors
  • 27. The Firefox support challenge Passive users of product Potential support contributors Contributors of product
  • 28. Support in Open Source Software bu g a rm s-- ; fe Ka atu res ++ ; se rs ues iss He lp u a rd F orw User fe ck edba ta da g bu Fo w n rw In no si ar k d gh d ar iss rw ue ts Fo s Suppor t is vital to the success of any open source project.
  • 29. Introducing SUMO    
  • 30. Built on open source software   TikiWiki CMS  
  • 31.    
  • 32. Three primary components ● Knowledge Base ● Support Forum ● Live Chat    
  • 33. The support funnel 1. Issue already 2. Issue not yet covered in KB covered in the KB 3. Help using Forum or Live Chat 4. Expand KB with new solutions Happy users!
  • 34. Some SUMO features
  • 35. Review system
  • 36. Localization
  • 37. Automatic content filter
  • 38. Support metrics
  • 39. Screencasts
  • 40.    
  • 41. Powered by the Mozilla community 100 active SUMO contributors / week 3,000 total SUMO contributors 10,000 users confirmed helped / week 800,000 visitors / week    
  • 42. SUMO is bigger than Firefox    
  • 43. Firefox Support for Mobile Website beta launched 2009-09-30 https://mobile.support.mozilla.com    
  • 44.    
  • 45. Thunderbird Support    
  • 46. SUMO = Open Source Support ● Firefox (support.mozilla.com) ● Firefox Mobile (mobile.support.mozilla.com) ● Thunderbird (support.mozillamessaging.com) ● (Your project here?)    
  • 47. Ideas for SUMO in 2010 ● Improve the user experience ● Get better insights about our users ● Improve the contributor experience ● Make the platform awesome Help us plan SUMO 2010! http://support.mozilla.com/forum/3    
  • 48.    
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  • 51.    
  • 52. Get involved! ● Write new or edit existing support articles ● Create screenshots or screencasts for your OS ● Translate one support article into your language – https://support.mozilla.com/%locale%/kb /Localization+Dashboard ● Spend 5 minutes per day helping people in the support forum – https://support.mozilla.com/en-US/forum ● Help us shape the future of SUMO   – https://support.mozilla.com/en-US/forum/3  
  • 53.    
  • 54. Thank you! Questions? http://blog.mozilla.com/sumo http://support.mozilla.com/kb/How+to+contribute irc.mozilla.org | #sumo David Tenser   djst@mozilla.com | djst.org/blog | @djst  
  • 55. Photography credit ● http://www.flickr.com/photos/28959625@N04/ / CC BY-NC-SA 2.0 ● http://www.flickr.com/photos/granick/ / CC BY-SA 2.0 ● http://www.flickr.com/photos/28959625@N04/ / CC BY-NC-SA 2.0 ● http://www.flickr.com/photos/gen/ / CC BY-NC-ND 2.0 ● http://www.flickr.com/photos/king-molan/ / CC BY-NC 2.0 ● http://lolcats.com/