This document discusses updates and future plans for the Mozilla Support (SUMO) community. It notes that SUMO now supports more products than just Firefox, including Firefox Mobile and Thunderbird. Key updates since the last MozCamp include more localized notifications, automatic article categorization, and links to local support sites. Plans for the future include a web-based live chat client, localization milestones, and better integration between Mozilla-hosted support websites. The presentation encourages participants to get involved by translating articles, helping in the support forums, or providing feedback to help shape SUMO's future.

1. David Tenser
<djst@mozilla.com>

2. Agenda
●
Update since MozCamp 2008
● SUMO is bigger than Firefox
●
Plans and ideas for the future
● Get involved!

3. © Isidor Fernandez

4. The vision for SUMO
http://blog.mozilla.com/sumo/2009/01/03/

5. https://support.mozilla.com/%locale%/kb/Localization+Dashboard

7.
Dutch Czech
Spanish

8. Update since MozCamp 2008
●
Locale specific e-mail notifications for reviewers
when articles are created or edited
● Automatic article categories (inherited from en-US
version) – no need to manually update this
●
Links to local support sites – further connecting
support with our users

9. Screencasts

10. Improved forum

11. Update since MozCamp 2008
12 40
700 35
10
600 30
8
500 25
6 400 20 October
300 15 2008
4
200 10
2
100 5
0 0 0
Active locales Translated articles Active contributors

12. Update since MozCamp 2008
25 1800 80
1600 70
20
1400
60
1200
50
15
1000
40
October
800
2008
10 Today
30
600
20
400
5
200 10
0 0 0
Active locales Translated articles Active contributors

13. SUMO is bigger than Firefox (really!)

14. Firefox Support for Mobile
Website launched 2009-09-30
https://mobile.support.mozilla.com

16. Firefox Help for Mobile

17. Firefox Help for Mobile

18. Thunderbird Support

19. SUMO = Open Source Support
●
Firefox (support.mozilla.com)
● Firefox Mobile (mobile.support.mozilla.com)
●
Thunderbird (support.mozillamessaging.com)
● (your project here)

22. Native language of Fx users in Europe
Looks like Does not look like
Pacman Pacman

23. Native language of Fx users in Europe
English (12 M) Other languages
(123 M)

24. Upcoming plans

25. Web based Live Chat client
●
No need to download and install Java-based
program in order to help out with Live Chat
● Further lowering the barrier of entry

28. Verbatim

29. Ideas for the future
●
l10n focused milestone
● Visible roles and recognition
●
Integrating Mozilla hosted SUMO websites
(shared login, etc)

30. Proactive helpfulness

31. Get involved!
●
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

32. Thank you! Questions?
blog.mozilla.com/sumo
support.mozilla.com/kb/How+to+contribute

33. Thank you! Questions?
irc.mozilla.org
#sumo

34. Thank you! Questions?
David Tenser
djst@mozilla.com | djst.org/blog | @djst