Confirmed users, Bureaucrats and Sysops emeriti
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Support:ImprovingSupportOptions: Difference between revisions
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Support:ImprovingSupportOptions (view source)
Revision as of 19:20, 1 December 2006
, 1 December 2006no edit summary
ChrisHofmann (talk | contribs) No edit summary |
ChrisHofmann (talk | contribs) No edit summary |
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First lets Catalog all the support channels where we have interaction with users so we can figure out which ones need attention and improvement. | First lets Catalog all the support channels where we have interaction with users so we can figure out which ones need attention and improvement. | ||
== Catalog of all the places where users report problems and try to get help == | |||
Real-time: | Real-time: | ||
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* webmaster@mozilla.com/org (last or sometimes first resort if all the options above are too confusing) | * webmaster@mozilla.com/org (last or sometimes first resort if all the options above are too confusing) | ||
== | == General thoughts on integration, dependencies, and coordination among the channels == | ||
Just about all depend on a good back end of current and useful knowledge base entries. I think hooking all channels into a central knowledge base that can be used in a variety of ways is key to many improvements and reduction of duplication. Lucy suggests this central KB needs moderation and ownership, and arbitration among contributors when disputes arise. | Just about all depend on a good back end of current and useful knowledge base entries. I think hooking all channels into a central knowledge base that can be used in a variety of ways is key to many improvements and reduction of duplication. Lucy suggests this central KB needs moderation and ownership, and arbitration among contributors when disputes arise. | ||