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== Get KB csat up to 85% == | '''NOTE: This is a living document. ETA dates and other info are open to change.''' | ||
* Publicize this goal and the plan. ETA 2009-07-07 | |||
* Create plan for figuring out what users are likely searching for vs. what search terms they are using. | == Get KB csat up to 85% [[https://spreadsheets.google.com/ccc?key=t7SgyXSYTvA6YeNcj9ViB1g&hl=en current csat score]]<br> == | ||
** Work with Cheng to establish list of most frequently asked questions (no matter if they are new) ETA 2009-07-17 | |||
** List the common terms used for the top issues ETA 2009-07-24 | *<strike>Publicize this goal and the plan. ETA 2009-07-07</strike> | ||
** Identify the most common uses of bad terminology ETA 2009-07-31 | *[[Support/Knowledge Base/2009-Q3-Goals/CSAT:FAQs|Create plan for figuring out what users are likely searching for vs. what search terms they are using. ]] | ||
* Focus on articles with csat below 4, and lead community drive to improve those articles. | **<strike>Work with Cheng to establish list of most frequently asked questions (no matter if they are new) ETA 2009-07-17</strike> | ||
** Get PageViews page updated. ETA 2009-07-09 | **<strike>List the common terms used for the top issues ETA 2009-07-24</strike> | ||
** List articles below score of 4, and start a thread about them in Contributors forum. ETA 2009-07-10 | **<strike>Identify the most common uses of bad terminology ETA 2009-07-31</strike> | ||
** Establish what to do to improve each article, make the edits. ETA 2009-07-24 | *[https://support.mozilla.com/tiki-view_forum_thread.php?comments_parentId=386847&forumId=3 Focus on articles with csat below 4, and lead community drive to improve those articles.] | ||
** Review poll data for edited articles ETA 2009-07-31 | **<strike>Get PageViews page updated. ETA 2009-07-09</strike> | ||
** For articles not above 4 yet, discuss different solutions on improving content ETA 2009-08-07 | **<strike>List articles below score of 4, and start a thread about them in Contributors forum. ETA 2009-07-10</strike> | ||
** Implement alternative solutions. ETA 2009-08-14 | **<strike>Establish what to do to improve each article, make the edits. ETA 2009-07-24</strike> | ||
** Review poll data for second edited articles ETA 2009-08-21 | **<strike>Review poll data for edited articles ETA 2009-07-31</strike> | ||
* Make sure there are articles that specifically address each top search term. | **<strike>For articles not above 4 yet, discuss different solutions on improving content ETA 2009-08-07</strike> | ||
** Until we know what users are most likely searching for, we'll use what we know so far. | **<strike>Implement alternative solutions. ETA 2009-08-14</strike> | ||
** File bugs for the obvious ones. ETA 2009-07-09 | **<strike>Review poll data for second edited articles ETA 2009-08-21</strike> | ||
** For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10 | *Make sure there are articles that specifically address each top search term. | ||
** Identify any issues within them that are not documented. ETA 2009-07-17 | **Until we know what users are most likely searching for, we'll use what we know so far. | ||
** Get the undocumented issues from generic search terms documented. ETA 2009-07-31 | **<strike>File bugs for the obvious ones. ETA 2009-07-09</strike> {{bug|502859}}{{bug|411519}} | ||
* Get | **<strike>For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10</strike> | ||
** Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10 | **<strike>Identify any issues within them that are not documented. ETA 2009-07-17</strike> | ||
** File bugs for the rest of top | **<strike>Get the undocumented issues from generic search terms documented. ETA 2009-07-31</strike> | ||
*** If there's no solution, add the sig to the main crashes article, but keep the bug so we notified when there's a solution. | *[[Support/Knowledge Base/2009-Q3-Goals/CSAT:Crashes|Get top 5 crashes documented ]] | ||
*** Assign bugs, and try get them documented at a pace of 2 per week. ETA 2009-08-21 | **<strike>Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10</strike> | ||
* Get weekly common issues documented within a week of appearance ETA weekly | **<strike>File bugs for the rest of top 5 crashes ETA 2009-07-10 </strike> | ||
** There's a constant issue of cause/solution not being well established. | ***If there's no solution, add the sig to the main crashes article, but keep the bug so we notified when there's a solution. | ||
***<strike>Assign bugs, and try get them documented at a pace of 2 per week. ETA 2009-08-21</strike> | |||
*Get weekly common issues documented within a week of appearance ETA weekly | |||
**There's a constant issue of cause/solution not being well established. | |||
<br> | |||
== [[Support/Knowledge Base/2009-Q3-Goals/Open article requests|Get number of open article requests down to 10 (non-official goal)]] == | |||
*<strike>Triage all open article requests to see if any still apply ETA 2009-08-07</strike><br> | |||
*<strike>Prioritize them (THIS IS IMPORTANT regardless) ETA 2009-08-07</strike><br> | |||
**<strike>List top article requests for community ETA 2009-08-14</strike><br> | |||
*Find community members to draft each one. ETA 2009-08-21<br> | |||
*Ask community to help review for each article draft. ETA 2009-08-28<br> | |||
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