Confirmed users, Bureaucrats and Sysops emeriti
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Support:ImprovingSupportOptions: Difference between revisions
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Revision as of 20:17, 1 December 2006
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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. | ||
The end goal of all of this is to retain more users that encounter problems when using firefox and to continue provide the best browsing experience. | The end goal of all of this is to retain more users that encounter problems when using firefox and to continue provide the best browsing experience. If we were looking for a metric of success it would be that the ratio of download & installs is very close to 100% of the active userbase, and the user base has the highest satisfaction levels possible. | ||
In the short run we need to build and improve the support offerings that are currently provided to end-users, do things reduce the number of mouse clicks and keyboard entries, and system interactions to providing helpful information. But in the long run the goal should be to not make the support systems we develop not needed -- the browser should just work! '-) | In the short run we need to build and improve the support offerings that are currently provided to end-users, do things reduce the number of mouse clicks and keyboard entries, and system interactions to providing helpful information. But in the long run the goal should be to not make the support systems we develop not needed -- the browser should just work! '-) | ||
To achieve that goal we need ways to surface critical problems and make sure they get addressed in product releases, and back end services that are connected to the browser. Statistical information gathering on problems and comparision of that kind of data accross the various support channels is a major key to being able to quickly identify and deal with problems. Talkback and bugzilla might have the best systems for statistical analysis, but most of our support systems have no data that is gathered and reported. | To achieve that goal we need ways to surface critical problems and make sure they get addressed in product releases, and back end services that are connected to the browser. Statistical information gathering on problems and comparision of that kind of data accross the various support channels is a major key to being able to quickly identify and deal with problems. Talkback and bugzilla might have the best systems for statistical analysis, but most of our support systems have no data that is gathered and reported. Each of the feedback and support systems needs to be able to provide metrics that help to surface the most frequently reported and/or important problems. | ||
Just about all channels 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. | |||
Like with all the places where we have been successful with mozilla in the past we will need to engage and leverage an active and passionate volunteer contributor community. | Like with all the places where we have been successful with mozilla in the past we will need to engage and leverage an active and passionate volunteer contributor community. | ||
Each of the feedback and support channels need to consider how to address localization issues so the support options can be extended to reach the maximum number of Firefox users, and volunteers in each local can get connected to users in their locale that need help. | |||
== Catalog of all the places where users report problems and try to get help == | == Catalog of all the places where users report problems and try to get help == | ||
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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) | ||
== IRC #firefox channel problems and solutions == | == IRC #firefox channel problems and solutions == | ||