Support:Channels: Difference between revisions

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{| class="wikitable"
{| class="wikitable"
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! '''Channel''' !! '''URL''' !! '''Purpose''' !! '''Accessibility level'''
! '''Channel''' !! '''URL''' !! '''Purpose''' !! '''Visibility level'''
|-
| Matrix || [https://chat.mozilla.org/#/room/#SUMO:mozilla.org SUMO General] <br /><br /> Social Contributors (by invite) <br /><br /> [https://chat.mozilla.org/#/room/#support-platform:mozilla.org Support Platform] || Public Matrix channels for general support and platform discussion. || Public <br /><br /> '''Important: confidential content should never be shared.'''  
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| SUMO Contributor Forum || [https://support.mozilla.org/en-US/forums/ Main]<br /> [https://support.mozilla.org/en-US/forums/contributors General Sub] || Main forum for discussions about the SUMO community. This forum includes threads specifically related to SUMO forum, Social Support, KB and Localization. This forum is the best channel to notify the forum community about any issue or updates on ongoing problems. || Public
| SUMO Contributor Forum || [https://support.mozilla.org/en-US/forums/ Main]<br /> [https://support.mozilla.org/en-US/forums/contributors General Sub] || Main forum for discussions about the SUMO community. This forum includes threads specifically related to SUMO forum, Social Support, KB and Localization. This forum is the best channel to notify the forum community about any issue or updates on ongoing problems. || Public
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| Discourse || [https://discourse.mozilla.org/c/sumo Link] || Similar with the SUMO Forum, Discourse is used for discussions about the SUMO community. This forum includes threads related to SUMO, KB, Localization and Social. || Public
| Discourse || [https://discourse.mozilla.org/c/sumo Link] || Similar with the SUMO Forum, Discourse is used for discussions about the SUMO community. This forum includes threads related to SUMO, KB, Localization and Social. || Public
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| Telegram || [https://t.me/mozsumo Main] <br /><br /> Social Contributors (by invite) || SUMO IM platform used for immediate communication with SUMO contributors. <br /> Bridged with #sumo on IRC. <br /><br /> Mozilla Social Support IM platform, used to notify contributors about Twitter inquiries. <br /> Bridged to #casual_social_support on Slack. || Public <br /><br /> '''Important: confidential content should never be shared.'''
| Twitter || [https://twitter.com/FirefoxSupport @FirefoxSupport] <br /><br /> [https://twitter.com/SUMO_Mozilla @SUMO_Mozilla] || SUMO official support Twitter account <br /><br /> SUMO account for community-specific announcement. || Public
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| Slack || [https://mozilla.slack.com/ Link]<br /><br /> Main NDA: #sumo_community<br /> <br /> Social Contributors: #casual_social_support || SUMO main platform used for immediate communication with NDA access level contributors. <br /><br />Casual Social Support is closed and bridged with Telegram || Public <br /><br /> '''Important: #sumo_community is bridged with Telegram.'''
| SUMO Blog || [https://blog.mozilla.org/sumo/ Blog link] || Sumo Community blog, with regular public announcement of relevant content related to the community. || Public
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| IRC || [https://kiwiirc.com/client/irc.mozilla.org/sumo Link] || SUMO Community IRC Channel. || Public<br /><br /> '''Important: the channel is bridged with Telegram.'''
| Slack || [https://mozilla.slack.com/ Link]<br /><br /> Main NDA: #sumo_community<br /> <br /> Social Contributors: #casual_social_support || SUMO Channels for NDA discussion. || NDA only
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| SUMO Blog || [https://blog.mozilla.org/sumo/ Link] || Sumo Community blog, with regular public announcement of relevant content related to the community. || Public
| Google Group || Social Support Google Group <br /><br /> Play Store Support Google Group || Google Groups for Social Support and Play Store Support members to discuss program-specific information. || NDA and invite-only
|}
|}


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* SUMO Contributors dedicated forum
* SUMO Contributors dedicated forum
* Discourse (check the accessibility level)
* Discourse (check the accessibility level)
* Telegram/Slack/IRC
* Matrix/Slack
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|-
|  
|  
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* Community discussion
* Community discussion
  ||  
  ||  
* Discourse
* SUMO Contributor forum or Discourse  
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|-
|  
|  
* NDA protected information
* NDA protected information
  ||  
  ||  
* (Only NDA approved) Slack
* NDA-only channels
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|-
|  
|  
* Twitter and Social help
* Twitter and Social help
  ||  
  ||  
* Telegram / Slack
* Matrix/Slack/Google groups
|-
|-
|  
|  

Latest revision as of 12:40, 10 June 2021

Community communication channels


The SUMO Community has various communication channels across platforms. This document list downs those various channels and explains the different purpose and nature of each of them.

Please note that these channels are intended for community discussion. Product related questions should always go to the user forum.

Currently populated channels


Channel URL Purpose Visibility level
Matrix SUMO General

Social Contributors (by invite)

Support Platform		 Public Matrix channels for general support and platform discussion. Public

Important: confidential content should never be shared.
SUMO Contributor Forum Main
General Sub		 Main forum for discussions about the SUMO community. This forum includes threads specifically related to SUMO forum, Social Support, KB and Localization. This forum is the best channel to notify the forum community about any issue or updates on ongoing problems. Public
Discourse Link Similar with the SUMO Forum, Discourse is used for discussions about the SUMO community. This forum includes threads related to SUMO, KB, Localization and Social. Public
Twitter @FirefoxSupport

@SUMO_Mozilla		 SUMO official support Twitter account

SUMO account for community-specific announcement.		 Public
SUMO Blog Blog link Sumo Community blog, with regular public announcement of relevant content related to the community. Public
Slack Link

Main NDA: #sumo_community

Social Contributors: #casual_social_support		 SUMO Channels for NDA discussion. NDA only
Google Group Social Support Google Group

Play Store Support Google Group		 Google Groups for Social Support and Play Store Support members to discuss program-specific information. NDA and invite-only

Communication content strategy


The current strategy is focused on improving and fasten the identification of the best channel for an efficient and secure communication.

Topic Channels
  • Facing an issue
  • Community discussion
  • How to contribute/localize/request
  • Advanced bugs
  • Meet your local community
  • SUMO Contributors dedicated forum
  • Discourse (check the accessibility level)
  • Matrix/Slack
  • Weekly Community calls
  • Information on the Sprints
  • Community discussion
  • SUMO Contributor forum or Discourse
  • NDA protected information
  • NDA-only channels
  • Twitter and Social help
  • Matrix/Slack/Google groups
  • Updates and relevant news on the Community
  • SUMO Blog
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