Support/Goals/2011Q1

Products & Content

• [AT RISK] Update the top articles for Firefox 4 accounting for 90% of KB traffic (carryover from Q4, Michael/Cheng) Details
• [ON TRACK] Coordinate localization of Firefox 4 articles (Kadir): details
• [ON TRACK] Add 10 screencasts to top articles (carryover from Q4, Michael) Details
• [ON TRACK] Implement dedicated Firefox Sync and Firefox Home start pages (Michael/Cheng) Details
• [ON TRACK] Re-write 5 top troubleshooting articles Michael Details

Mobile

• [ON TRACK] Update all articles for Firefox 4 (Michael) Details
• [AT RISK] Establish regular Mobile support metrics reporting (Cheng)
• [ON TRACK] Implement small screen templates on SUMO (w/ Jason Grlicky, David/Michael)
• [AT RISK] Restructure mobile KB (Michael)
  • [AT RISK] Merge some of the existing plain tutorials Details
  • [ON TRACK] Add troubleshooting articles Details

Metrics & Optimization

All at risk because it's taken so long to get metrics on the metrics server even working. They've lost access to production data again.

• [DONE] Automatic metrics dashboard (Cheng)
• [AT RISK] KB Dashboard (most popular articles) (Cheng)
• [AT RISK] Contributor dashboard

Community

• [ON TRACK] Support Firefox Day (carryover, Cheng/Kadir)
• [ON TRACK] Sprints around specific product & SUMO releases (Kadir/[cheng/michael/Matthew depending on sprint])
  • [ON TRACK] Firefox 4 release: details
  • [NEW] Firefox 4 mobile release: details
  • [ON TRACK] Groups and Accounts release: details
• [ON TRACK] Work with Engagement on a plan for better community participation and reward (Kadir)
  • PRD+implementation of one of the means that is agreed upon: details

Development

• [NEW] Improved quality of search results and algorithms (Cheng)
• [DONE] Localized Army of Awesome (Kadir): details
• [ON TRACK] Users & Groups (w/ Chowse, Kadir/Michael) - https://wiki.mozilla.org/Support/Kitsune/Users_and_Groups
• [ON TRACK] Private messaging PRD (Kadir/Michael): details

Non-goals (more like todo:s)

• [DROPPED] Typography improvements for the KB (Michael) Details