Firefox3/Firefox Requirements Meetings/Help and User Support

« Firefox Requirements Meetings

Dial-in Info

• +1 650-215-1282x91 Conf# 8602 (US/INTL)
• +1 800-707-2533 (pin 369) Conf# 8602

Agenda

The following list is taken directly from the Firefox 3 Detailed Feature List. If this list does not match the other, the Google Spreadsheet version takes precedence (I may have made a copying error).

• P1 - Improve the user support environment from beginning to end
  • P1 FR - Support reporting multiple types of problems through the Reporter
  • P1 NFR - Make it easier for users to solve their problems and engage with our support community
  • P1 NFR - Make it easier to get rapid feedback on problems being encountered by our users

• P2 - Move Help content to web
  • P2 FR - Remove client-side documentation and replace with links to online documentation
  • P2 FR - Enough documentation should remain in the client to help resolve problems that would prevent users from getting online

• P3 - Context sensitive help
  • P3 NFR - Help topics should be immediately relevant to users

• Px - Showcase breadth of customization options

• Px - Revised First-run experience

• Px - New support mechanism and help system

Notes

Item

• P1 - Improve the user support environment from beginning to end
  • P1 FR - Support reporting multiple types of problems through the Reporter
  • P1 NFR - Make it easier for users to solve their problems and engage with our support community
  • P1 NFR - Make it easier to get rapid feedback on problems being encountered by our users

Notes

• "Reporter" currently only supports reporting websites
• Mconnor: This could become a more general "Report a Problem" and possibly hook this into our help docs to assist users in solving their issues.
• Mconnor: Turn it into a Knowledge Base service that can assist users, returns a JSON object, for example, that leads users down a path that will help them analyse and solve their problems. Also tying into Help docs and such.
• Chofmann: Not sure that people reporting a problem is necessarily a request for help.
• Mconnor: Thinks users are reporting problems because they're looking for a fix or help.
• Mconnor: Opportunity exists to provide useful information to users...they don't have to accept it, but it should be available.
• Myk: Three pieces 1) move docs online, 2) when a problem is reported, we suggest available relevant information to the user, 3) enable users to report more types of problems. We have covered 1 and 3 in the PRD so far, we need to add something for 2.
• ACTION FOR MCONNOR: Visio doc for help/support flow
• ADD: (to cover part 2): "P2 FR Recommend relevant documentation/information to user when a problem is submitted"
• ACTION: ADD??: "Online help is integrated into the browser as normal"
• ACTION: Bump online help docs up to P1 - this is important for a bunch of reasons.
• ADD: "Px FR Incorporate Hendrix feedback into structured data store for enhanced reporting"
• ADD: "Px NFR Enhance tools for analysing Reporter data"
• ADD: "Px FR Statistical analysis of Help and Knowledge Base hits"
• General chatter: Our knowledge base should serve all levels of user - newbies, powerusers, all between.
• We need a separate effort outside of the Firefox3 scope towards investigating and doing something about user help and support. This doesn't necessarily have to be absolutely tied to the product.
• "Move Firefox documentation online" is still a P1
• Larger project is out of band for Firefox 3 and needs to be taken on as a separate independent project. Smaller project to move Fx3 documentation online that should remain part of the PRD.
• ADD: "P2 FR Provide some sort of feedback/inforamation/status to people who have reported issues"

Item

• P2 - Move Help content to web
  • P2 FR - Remove client-side documentation and replace with links to online documentation
  • P2 FR - Enough documentation should remain in the client to help resolve problems that would prevent users from getting online

Notes

• All related to the above - both are getting bumped up to P1

Item

• P3 - Context sensitive help
  • P3 NFR - Help topics should be immediately relevant to users

Notes

OK as-is

Item

• Px - Showcase breadth of customization options

Notes

• This really needs clearer definition.
• ACTION: consult with beltzner

Follow-up

• the motivation here is to connect users looking for extended functionality with an add-on that might suit their needs; this may be accomplished in many ways (dynamically exposed UI, links to addons.mozilla.org, etc)
  • NFR: promote the existence of add-ons that could help the user accomplish their current task
  • FR: help documents should link to related add-on categories on addons.mozilla.org
  • FR: small "Add On" button on managers, dialogs, etc which link directly to related add-on categories in AMO

Items

• Px - Revised first-run experience

Notes

• Can first-run be better, can we explain more, showcase more, etc.
• Create modern web pages for a more dynamic introduction that shows off the really cool parts of the platform. Follow up with Pkim and a bunch of other folks regarding other ideas for first-run experience, intro materials, etc.
• Make it more helpful.
• BUMP TO P1

Items

• Px - New support mechanism and help system

Notes

• DELETE, redundant

Anything further

• ADD: "Px FR Crash reporting"
• Requires follow up and refinement