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| S:
| | #REDIRECT [[Support/2011 Goals]] |
| Vibrant LC Community
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| Forum Software
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| Rapid/Responsive issue reporting
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| Helping lots of people
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| Relatively healthy community
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| Articles increasing helpful
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| Good team communication (informal)
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| Strong dev team
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| W:
| | [[Category:Support Archive]] |
| Not answering 25-50% of forum questions
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| LC not self-sustainable
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| Not all perf./quality metrics
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| Not everyone who needs help finds SUMO
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| Core community not growing
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| Very young community members
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| Slow/buggy software
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| No good way to reward/incentivize contributors
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| Hard for some users to use self-services
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| Few opportunities to meet IRL
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| Lots of manual work to get basic metrics
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| No efficient communication to engineering about product weakness (WRT support)
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| O:
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| Support Fx Days/focused community sprints | |
| Community Mentorship program
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| Push automated metrics to metrics team
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| Firefox 4 -- may energize user base to help grow community
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| Kitsune allows us more flexibility/agility
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| Productization
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| Dedicated Engagement team that cares about users
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| Karma System
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| New KB
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| Private Messaging
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| Include our community in QAing SUMO/Test Days
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| Fly community members over to office to get 1:1 feedback
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| More interactive self-service
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| Proactive support
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| Increased awareness of SUMO through social media
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| SUMO as educational platform for the web
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| More areas of responsibilities
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| T:
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| Chrome -- Firefox not as exciting -- attracts less engaged users
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| Firefox 4 -- UI issues around release may overload system
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| Spyware/malware/viruses make Firefox unusable
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| Poor third party (Adobe) web support means we have to pick up slack
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| Poorly written plugins need support
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| Lots of new Firefox products and features/services to support
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| No community traction for new products
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| Mobile Firefox quality hurts community growth
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| Fast Firefox 4 development hurts beta quality -- makes beta support harder
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