Support/Goals/2012Q1: Difference between revisions

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(Created page with "==High-level 2012 goals== '''Retain users''' *Maximize self-service efficiency *Achieve 100% action rate in user-to-user support '''Improve our products''' *Listen to our users t...")
 
 
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==Retain users==
==Retain users==
*{{new|Findability work on SUMO & Search}} [Devs/CW/MV] [[Support/Goals/page-name|Plan]]
*{{done|Research and redesign of new information architecture, including improved search and browsability}} [AT/Devs/CW/MV] [[Support/Goals/findability-and-browsability|Plan]]
*{{new|Define and implement Metrics and KPI Dashboard}} [AT] [[Support/Goals/page-name|Plan]]
*{{done|Define and implement Metrics and KPI Dashboard}} [AT] [[Support/Goals/SUMO-KPI-dashboard|Plan]]
*{{new|Finalize Marketplace support for the beta release}} [IG] [[Support/Goals/page-name|Plan]]
*{{drop|Finalize Marketplace support for the beta release}} [IG] [[Support/Goals/page-name|Plan]]
*{{new|Launch the pilot Genius Bar event}} [CW/IG/ML/MV] [[Support/Goals/page-name|Plan]]
*{{done|Launch the pilot Firefox Clinic event}} [CW/IG/ML/<u>MV</u>] [[Support/Goals/FirefoxClinic|Plan]]
*{{new|Update all Mobile support documentation for NativeUI}} [ML/RA] [[Support/Goals/page-name|Plan]]
*{{miss|Update all Mobile support documentation for NativeUI}} [<u>ML</u>/RA] [[Support/Goals/NativeUIdocs|Plan]]
*{{new|Design and document a process for documenting emerging issues}} [MV] [[Support/Goals/page-name|Plan]]
*{{done|Design and document a process for documenting emerging issues}} [MV] [[Support/Goals/Document_Emerging_Issues|Plan]]
*{{new|Reduce articles waiting for review to one week or less}} [MV] [[Support/Goals/page-name|Plan]]
*{{done|Reduce articles waiting for review to one week or less}} [MV] [[Support/Goals/Review_Wait_Time|Plan]]


==Improve our products==
==Improve our products==
*{{new|Hire Support Analyst (Desktop Release)}} [DT] [[Support/Goals/page-name|Plan]]
*{{drop|Hire Support Analyst (Desktop Release)}} -- no way we'll home in on the ideal candidate in Q1, this will be pushed over into a Q2 goal
*{{new|Provide recommendations for social media analytics tools (Twitter/Facebook)}} [IG] [[Support/Goals/page-name|Plan]]
*{{risk|Adopt a Social Feedback Tool (Input & Twitter)}} [IG] [[Support/Goals/Social-Feedback|Plan]]
*{{new|Implement bottom-up feedback reporting to developers to support top-down reporting}} [CW] [[Support/Goals/page-name|Plan]]
*{{miss|Drive changes in Firefox around mitigating search hijacking}} [CW] [[Support/Goals/Search Hijacking|Plan]]
*{{done|BrowserID Failure Points}} [IG] [[Support/Goals/BrowserID Failure Plan|Plan]]


==Grow our community==
==Grow our community==
*{{new|Develop overview of all l10n communities}} [RA] [[Support/Goals/page-name|Plan]]
*{{ok|Develop overview of all l10n communities}} [RA] [[Support/Goals/L10n_overview|Plan]]
*{{new|Develop program to build and energize community around product releases}} [MA] [[Support/Goals/page-name|Plan]]
*{{done|Develop program to build and energize community around product releases}} [MA] [[Support/Goals/UpcomingReleasesEngagement|Plan]]
*{{new|Develop program to recognize and reward community members}} [MA] [[Support/Goals/page-name|Plan]]
*{{done|Develop program to recognize and reward community members}} [MA] [[Support/Goals/Reward_program|Plan]]
*{{new|Develop a mentoring toolkit for the SUMO special interest group (from REMO)}} [RA] [[Support/Goals/page-name|Plan]]
*{{ok|Develop a mentoring toolkit for the SUMO special interest group (from REMO)}} [RA] [[Support/Goals/SIG-toolkit|Plan]]
*{{new|Develop program to build and energize our community around the first NativeUI release}} [ML/MA] [[Support/Goals/page-name|Plan]]
*{{miss|Develop program to build and energize our community around the first NativeUI release}} [<u>ML</u>/MA] [[Support/Goals/NativeUIsuperheroes|Plan]]

Latest revision as of 22:30, 8 May 2012

High-level 2012 goals

Retain users

  • Maximize self-service efficiency
  • Achieve 100% action rate in user-to-user support

Improve our products

  • Listen to our users through more sources
  • Communicate findings better to developers

Meta goal: Grow our community

Retain users

  • [DONE] Research and redesign of new information architecture, including improved search and browsability [AT/Devs/CW/MV] Plan
  • [DONE] Define and implement Metrics and KPI Dashboard [AT] Plan
  • [DROPPED] Finalize Marketplace support for the beta release [IG] Plan
  • [DONE] Launch the pilot Firefox Clinic event [CW/IG/ML/MV] Plan
  • [MISSED] Update all Mobile support documentation for NativeUI [ML/RA] Plan
  • [DONE] Design and document a process for documenting emerging issues [MV] Plan
  • [DONE] Reduce articles waiting for review to one week or less [MV] Plan

Improve our products

  • [DROPPED] Hire Support Analyst (Desktop Release) -- no way we'll home in on the ideal candidate in Q1, this will be pushed over into a Q2 goal
  • [AT RISK] Adopt a Social Feedback Tool (Input & Twitter) [IG] Plan
  • [MISSED] Drive changes in Firefox around mitigating search hijacking [CW] Plan
  • [DONE] BrowserID Failure Points [IG] Plan

Grow our community

  • [ON TRACK] Develop overview of all l10n communities [RA] Plan
  • [DONE] Develop program to build and energize community around product releases [MA] Plan
  • [DONE] Develop program to recognize and reward community members [MA] Plan
  • [ON TRACK] Develop a mentoring toolkit for the SUMO special interest group (from REMO) [RA] Plan
  • [MISSED] Develop program to build and energize our community around the first NativeUI release [ML/MA] Plan
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