Support/2010-SWOT: Difference between revisions

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Revision as of 23:12, 7 September 2010

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S:
*Vibrant LC Community
*Forum Software
*Rapid/Responsive issue reporting
*Helping lots of people
*Relatively healthy community
*Articles increasing helpful
*Good team communication (informal)
*Strong SUMOdev team


W:
*Not answering 25-50% of forum questions
*LC not self-sustainable
*Not all perf./quality metrics
*Not everyone who needs help finds SUMO
*Core community not growing
*Very young community members
*Slow/buggy software
*No good way to reward/incentivize contributors
*Hard for some users to use self-services
*Few opportunities to meet IRL
*Lots of manual work to get basic metrics
*No efficient communication to engineering about product weakness (WRT support)
O:
*Support Fx Days/focused community sprints
*Community  Mentorship program
*Push automated metrics to metrics team
*Firefox 4 -- may energize user base to help grow community
*Kitsune allows us more flexibility/agility
*Productization
*Dedicated Engagement team that cares about users
*Karma System
*New KB
*Private Messaging
*Include our community in QAing SUMO/Test Days
*Fly community members over to office to get 1:1 feedback
*More interactive self-service
*Proactive support
*Increased awareness of SUMO through social media
*SUMO as educational platform for the web
*More areas of responsibilities
T:
*Chrome -- Firefox not as exciting -- attracts less engaged users
*Firefox 4 -- UI issues around release may overload system
*Spyware/malware/viruses make Firefox unusable
*Poor third party (Adobe) web support means we have to pick up slack
*Poorly written plugins need support
*Lots of new Firefox products and features/services to support
*No community traction for new products
*Mobile Firefox quality hurts community growth
*Fast Firefox 4 development hurts beta quality -- makes beta support harder
Cww
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