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
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Suppor t is vital to the
success of any open
source project.
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!
42. 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
47. SUMO = Open Source Support
●
Firefox (support.mozilla.com)
● Firefox Mobile (mobile.support.mozilla.com)
●
Thunderbird (support.mozillamessaging.com)
● (Your project here?)
48. 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
49.
50.
51.
52.
53. 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
