0
Firefox Support
       Bridging the Gap Between
    Users and Developers with SUMO




                David Tenser
      ...
What is Mozilla?




            
Browser market share




              
     
     
     
     
     
Why SUMO?




                 
     
     
     
     
     
     
     
     
     
     
Is better support really needed?

                 HALP?




                    
     
     
     
     
     
The Firefox support challenge



  Users         Potential
                 suppor t     Contributors
  of product        ...
The Firefox support challenge



   Passive users
   of product



                       Potential
                      ...
Support in Open Source Software

           bu g




                                                               a
    ...
Introducing SUMO




            
Built on open source software




 
              TikiWiki CMS
                    
     
Three primary components
    ●
        Knowledge Base
    ●   Support Forum
    ●
        Live Chat




                  ...
The support funnel
1. Issue already                  2. Issue not yet
  covered in KB                   covered in the KB
...
Some SUMO features
Review system
Localization
Automatic content filter
Support metrics
Screencasts
     
Powered by the Mozilla community




                       100 active SUMO contributors / week

                       3,...
SUMO is bigger than Firefox




                  
Firefox Support for Mobile




    Website beta launched 2009-09-30
    https://mobile.support.mozilla.com
               ...
     
Thunderbird Support




              
SUMO = Open Source Support
    ●
        Firefox (support.mozilla.com)
    ●   Firefox Mobile (mobile.support.mozilla.com)...
Ideas for SUMO in 2010
    ●
        Improve the user experience
    ●   Get better insights about our users
    ●
       ...
     
     
     
     
Get involved!
    ●
        Write new or edit existing support articles
    ●   Create screenshots or screencasts for your...
     
Thank you! Questions?
             http://blog.mozilla.com/sumo
    http://support.mozilla.com/kb/How+to+contribute
      ...
Photography credit
    ●
        http://www.flickr.com/photos/28959625@N04/ / CC BY-NC-SA 2.0
    ●
        http://www.fli...
Firefox Support - Bridging the Gap Between Users and Developers with SUMO
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Firefox Support - Bridging the Gap Between Users and Developers with SUMO

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Transcript of "Firefox Support - Bridging the Gap Between Users and Developers with SUMO"

  1. 1. Firefox Support Bridging the Gap Between Users and Developers with SUMO David Tenser Fire & Rescue Lead mozilla www.mozilla.org    
  2. 2. What is Mozilla?    
  3. 3. Browser market share    
  4. 4.    
  5. 5.    
  6. 6.    
  7. 7.    
  8. 8.    
  9. 9. Why SUMO?    
  10. 10.    
  11. 11.    
  12. 12.    
  13. 13.    
  14. 14.    
  15. 15.    
  16. 16.    
  17. 17.    
  18. 18.    
  19. 19.    
  20. 20. Is better support really needed? HALP?    
  21. 21.    
  22. 22.    
  23. 23.    
  24. 24.    
  25. 25.    
  26. 26. The Firefox support challenge Users Potential suppor t Contributors of product of product contributors
  27. 27. The Firefox support challenge Passive users of product Potential support contributors Contributors of product
  28. 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. 29. Introducing SUMO    
  30. 30. Built on open source software   TikiWiki CMS  
  31. 31.    
  32. 32. Three primary components ● Knowledge Base ● Support Forum ● Live Chat    
  33. 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. 34. Some SUMO features
  35. 35. Review system
  36. 36. Localization
  37. 37. Automatic content filter
  38. 38. Support metrics
  39. 39. Screencasts
  40. 40.    
  41. 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. 42. SUMO is bigger than Firefox    
  43. 43. Firefox Support for Mobile Website beta launched 2009-09-30 https://mobile.support.mozilla.com    
  44. 44.    
  45. 45. Thunderbird Support    
  46. 46. SUMO = Open Source Support ● Firefox (support.mozilla.com) ● Firefox Mobile (mobile.support.mozilla.com) ● Thunderbird (support.mozillamessaging.com) ● (Your project here?)    
  47. 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. 48.    
  49. 49.    
  50. 50.    
  51. 51.    
  52. 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. 53.    
  54. 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. 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/    
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