Support/Weekly Meetings/Minutes 2010-03-22

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Sumo

  • Weekly SUMO newsletter should hopefully go out today as an actual e-mail rather than an intranet forum post. This way, everyone can benefit from it. Cww to talk to IT to get the mailing list set up for it.
  • Q2 goals discussion
    • Time to start thinking about goals for Q2.
    • Some early ideas to kickstart the discussion:
      • Establish a formal presence on social media (Twitter)
      • Launch new support forum
      • Launch new discussion forums
      • Establish support sub-teams for different focus areas, forum, social media, live chat, etc.
      • Write PRD for new KB
      • l10n reach % goal
      • Something related to improving the quality of the en-US KB?
    • Let's finalize list by next week and use the above as a preliminary list.
  • Weekly metrics
    • zzxc to file a bug for tracking the active live chat contributors since the login migration
    • We now have more 3.6 visitors than 3.5 visitors. --cilias
    • Lots of activity in the Ukranian locale!
  • Last week's weekly support issues
    • Because preparing this for our Monday meeting effectively requires Cww to do that work on a Sunday, we will move this item off of the weekly meeting. Now that we have the weekly newsletter, a better workflow is to discuss any questions around the data in IRC or e-mail after it's sent out instead.
  • Article comment: "when I go to "Ask a support question", all I see is a "Search" box."

Knowledge Base

  • New article: How do I edit options to add Adobe to the list of allowed sites
    • cilias to reach to blizzard about how we can get in touch from Adobe?
  • Should the "For Internet Explorer Users" menu item be removed?
    • cww to share some data with Limi
  • Gather a list of things that need to be decided for the Kitsune KB.
  • Addressing "persona" search terms.
    • cilias to post in contributor forum about proposed redirects, to make sure

Forum

  • Responsibilities for contacting top forum contributors.

Live Chat

  • Add Live Chat status to AAQ page? Maybe hours too? Preview --cilias
    • Would need bug 489263 to add estimated time and queue status

Roundtable

  • Should we create a page on SUMO similar to 'Problematic extensions' to list add-ons known to cause issues for users? Almost a quarter of Live Chats that are marked 'solved' involve disabling an extension.
    • We already list extensions known to cause individual problems, but we don't have a centralized list.
    • Concerns that it's not an ideal format for user support. It's more of a table for contributors than anything else. (Ran out of time to discuss, so no decision made.)
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