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Michael's Notes: Difference between revisions
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=== Live Chat === | === Live Chat === | ||
*Where is live chat? - Way too hard to find. | *Where is live chat? - Way too hard to find. | ||
**It would be great to support options with icons | |||
*Live chat closed - please come back later. No other information is easily visible. The live chat hours are listed in the sidebar. It took a long time to discover them there. Why are they not displayed right there where the we're closed message is? | *Live chat closed - please come back later. No other information is easily visible. The live chat hours are listed in the sidebar. It took a long time to discover them there. Why are they not displayed right there where the we're closed message is? | ||
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**Live chat - click for more options takes you to the same page(?) with the hours? That's incredibly confusing. | **Live chat - click for more options takes you to the same page(?) with the hours? That's incredibly confusing. | ||
* | *Asking which extensions you use on login? Can they be detected? Do you have to list them all. | ||
*Nice that it tells you where you are in line. | |||
*Link to KB while waiting - will is open in a new window or will it knock you out of the queue? Maybe it should tell you. | |||
*Tester found it to be a good experience (for being a helper) to see the process from the users side. | |||
*"Agent typing" notification is helpful | |||
*I'm curious why they had the tester try a strange video site instead of something like YouTube that most every user with a video problem would be familiar with. | |||
*Smart that you can email yourself a transcript of the chat. | |||
*Sent transcript message could be more obvious. | |||
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== Contributor Experience == | == Contributor Experience == | ||
*How do you even find out about being a SUMO contributor? It's really hard to find. Just that little ad on the SUMO start page (but the people heading there are there for help not to be helpers). | *How do you even find out about being a SUMO contributor? It's really hard to find. Just that little ad on the SUMO start page (but the people heading there are there for help not to be helpers). | ||
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== User Experience Videos == | == User Experience Videos == | ||
*Dylan - finding answers to questions and finding more information about Fx features (Ogg video 25min).<br> [[File:Dylan.jpg|link=http:// | *Dylan - finding answers to questions and finding more information about Fx features (Ogg video 25min).<br> [[File:Dylan.jpg|link=http://sumo.graymattergravy.com/videos/dylan.ogv]] | ||
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*Ryanne - answering a question on the support forum and finding out more information about getting involved as a community member (Ogg video 24min). [[File:Ryanne.jpg|link=http:// | *Ryanne - answering a question on the support forum and finding out more information about getting involved as a community member (Ogg video 24min). [[File:Ryanne.jpg|link=http://sumo.graymattergravy.com/videos/ryanne.ogv]] | ||
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*Ryanne - joining Live Chat as a first time contributor (Ogg video 28min) [[File:Lc1.jpg|link=http:// | *Ryanne - joining Live Chat as a first time contributor (Ogg video 28min) [[File:Lc1.jpg|link=http://sumo.graymattergravy.com/videos/lc1.ogv]] | ||
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*Ryanne - Live Chat contributor part 2 (Ogg video 16:20)[[File:Lc2.jpg|link=http://sumo.graymattergravy.com/videos/lc2.ogv]] | |||
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*Ryanne - Live Chat User (Ogg video 11:37)[[File:Lc3.jpg|link=http://sumo.graymattergravy.com/videos/lc3.ogv]] | |||
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I like this idea from the Chrome support site. I think it's pretty poorly designed but the idea is worth investigating. | I like this idea from the Chrome support site. I think it's pretty poorly designed but the idea is worth investigating. | ||
*[http://www.google.com/support/chrome/bin/static.py?hl=en&page=guide.cs&guide=23583 Here's the page I'm talking about]. | *[http://www.google.com/support/chrome/bin/static.py?hl=en&page=guide.cs&guide=23583 Here's the page I'm talking about]. | ||
*This is also similar to an idea on Microsoft's site where additional or advanced information/steps are hidden in a collapsed div. | |||
*Here's a video of me walking through it (Ogg video 3min): [[File:Helptabs.jpg|link=http://sumo.graymattergravy.com/videos/helptabs.ogv]] | |||
[[File:Chrome-tabs.jpg]] | [[File:Chrome-tabs.jpg]] | ||
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LOTS of support sites have these, including the sites for Chrome, Safari and Internet Explorer. I'd love to see us have some on SUMO. I'd especially like to offer them at the end of a related KB article. Take the [https://support.mozilla.com/en-US/kb/Bookmarks Bookmarks] article for example. It has a nice screencast at the beginning that gives you a great basic example of bookmarking pages. At the end of the article it gives you LOTS of links to related articles that will show you just about everything you can imagine about bookmarks. Since this article is general information about a Fx feature and not a solution to a specific issue, it would be great is to have a bonus top Fx features/make your life easier video embeded here (and on other articles like this).<br> | LOTS of support sites have these, including the sites for Chrome, Safari and Internet Explorer. I'd love to see us have some on SUMO. I'd especially like to offer them at the end of a related KB article. Take the [https://support.mozilla.com/en-US/kb/Bookmarks Bookmarks] article for example. It has a nice screencast at the beginning that gives you a great basic example of bookmarking pages. At the end of the article it gives you LOTS of links to related articles that will show you just about everything you can imagine about bookmarks. Since this article is general information about a Fx feature and not a solution to a specific issue, it would be great is to have a bonus top Fx features/make your life easier video embeded here (and on other articles like this).<br> | ||
*Apple has a nice Safari video explaining it's top features (Ogg video 4min) | *Apple has a nice Safari video explaining it's top features (Ogg video 4min) | ||
**This is a nice video but it's REALLY boring.<br> [[File:Safari.jpg|link=http:// | **This is a nice video but it's REALLY boring.<br> [[File:Safari.jpg|link=http://sumo.graymattergravy.com/videos/safari.ogv]] | ||
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*Here's an IE video that was featured on the front page of their support site (Ogg video 1min) | *Here's an IE video that was featured on the front page of their support site (Ogg video 1min) | ||
**This is just meh in the way that all Microsoft stuff is.<br> [[File:Ie.jpg|link=http:// | **This is just meh in the way that all Microsoft stuff is.<br> [[File:Ie.jpg|link=http://sumo.graymattergravy.com/videos/ie.ogv]] | ||
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=== Quickly narrow down forum posts for answering === | === Quickly narrow down forum posts for answering === | ||
Being able to narrow down the field of posts to look through is especially helpful if you only have a short time to answer questions and/or you have a special area of expertise. | Being able to narrow down the field of posts to look through is especially helpful if you only have a short time to answer questions and/or you have a special area of expertise. | ||
*Here's a video of what I'm talking about (Ogg 2min): [[File:Forum3.jpg|link=http:// | *Here's a video of what I'm talking about (Ogg 2min): [[File:Forum3.jpg|link=http://sumo.graymattergravy.com/videos/forum.ogv]] | ||
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=== Badges, Points, Reputation, Stats === | === Badges, Points, Reputation, Stats === | ||
I'd love to have some automatic way to recognize contributor achievements. It would be nice to try to inject a little bit of fun or whimsy into answering questions. | I'd love to have some automatic way to recognize contributor achievements. It would be nice to try to inject a little bit of fun or whimsy into answering questions. | ||
*Here's a video of how a few sites handle this (Ogg video 3:30): [[File:Badges-stats.jpg|link=http:// | *Here's a video of how a few sites handle this (Ogg video 3:30): [[File:Badges-stats.jpg|link=http://sumo.graymattergravy.com/videos/badges-stats.ogv]] | ||
This idea on a whole other level would be to make SUMO into a game in the way that Jane McGonigal talks about them. Video - [http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can] | This idea on a whole other level would be to make SUMO into a game in the way that Jane McGonigal talks about them. Video - [http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can http://input.graymattergravy.com/post/456614213/prostheticknowledge-jane-mcgonigal-gaming-can] | ||
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=== SUMO Video Converter === | === SUMO Video Converter === | ||
It's one thing to ask people to contribute text but it's another thing altogether to ask for special encoded videos. It would be great to have a super simple, no fail theora (or VP8!) encoder for screencasts. [http://www.mirovideoconverter.com/ Miro makes a desktop app] and [http://firefogg.org/ Firefogg] is an addon - both are open source and basically add a GUI to [http://v2v.cc/~j/ffmpeg2theora/index.html ffmpeg2theora]. We should have a SUMO (app or addon) that optimally encodes things for the KB with drag and drop simplicity. | It's one thing to ask people to contribute text but it's another thing altogether to ask for special encoded videos. It would be great to have a super simple, no fail theora (or VP8!) encoder for screencasts. [http://www.mirovideoconverter.com/ Miro makes a desktop app] and [http://firefogg.org/ Firefogg] is an addon - both are open source and basically add a GUI to [http://v2v.cc/~j/ffmpeg2theora/index.html ffmpeg2theora]. We should have a SUMO (app or addon) that optimally encodes things for the KB with drag and drop simplicity. | ||
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=== Screenshots with Flickr-like notes === | === Screenshots with Flickr-like notes === | ||
Instead of having contributors mark up screenshots in an image editing tool, we could build a notes tool right into the article editor. | Instead of having contributors mark up screenshots in an image editing tool, we could build a notes tool right into the article editor. | ||
*Video of me showing Flickr's notes and what we could do differently (Ogg video 1:30): [[File:Imagenotes.jpg|link=http:// | *Video of me showing Flickr's notes and what we could do differently (Ogg video 1:30): [[File:Imagenotes.jpg|link=http://sumo.graymattergravy.com/videos/imagenotes.ogv]] | ||
Also having a feature like this would integrate with the [[Michael%27s_Notes#Help_Article_Tabs|Chrome tab idea]]. In that there was a screenshot of an interface that linked to videos. | Also having a feature like this would integrate with the [[Michael%27s_Notes#Help_Article_Tabs|Chrome tab idea]]. In that there was a screenshot of an interface that linked to videos. | ||
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=== User focused blog - kick ass with Firefox === | === User focused blog - kick ass with Firefox === | ||
This is another idea about going beyond solving immediate issues. Maybe [[Michael%27s_Notes#How-to.2C_overview.2C_or_tutorial_videos|those cool videos I mentioned earlier]] could also live on a blog that collects great tips for getting the most out of Firefox. This is not the super technical things like messing around with about:config but easy tips that we all learned from living and working with Firefox.<br> | This is another idea about going beyond solving immediate issues. Maybe [[Michael%27s_Notes#How-to.2C_overview.2C_or_tutorial_videos|those cool videos I mentioned earlier]] could also live on a blog that collects great tips for getting the most out of Firefox. This is not the super technical things like messing around with about:config but easy tips that we all learned from living and working with Firefox.<br> | ||
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*[http://www.dria.org/wordpress/archives/2010/02/23/1429/ Why I love Readability, with screenshots] | *[http://www.dria.org/wordpress/archives/2010/02/23/1429/ Why I love Readability, with screenshots] | ||
*[http://www.dria.org/wordpress/archives/2010/01/21/1334/ Firefox 3.6: Spacer trick for prettier Personas] | *[http://www.dria.org/wordpress/archives/2010/01/21/1334/ Firefox 3.6: Spacer trick for prettier Personas] | ||
=== New user mode/extension === | |||
What if there was an extension or Fx mode that turned on information buttons or extended tool tip like UI elements that linked to relevant support articles? | |||
=== Crash reporter suggests a KB article(s) === | |||
When Firefox crashes it would be great if the crash reporter could give users a link to relevant (I'm not sure how much info the crash reporter "knows") KB articles – [http://support.mozilla.com/en-US/kb/Firefox+crashes Firefox crashes] at the very least. | |||
=== Different templates for different KB Articles === | |||
Not all articles have the same type of information to display. We should different templates designed to best display a particular kind of article. For example a general, how to use a feature article could have a different layout from a troubleshooting article with multiple sets of steps. | |||