Support/2010-SWOT: Difference between revisions
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(Created page with "S: Vibrant LC Community Forum Software Rapid/Responsive issue reporting Helping lots of people Relatively healthy community Articles increasing helpful Good team communication (i...") |
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| Line 1: | Line 1: | ||
S: | S: | ||
Vibrant LC Community | *Vibrant LC Community | ||
Forum Software | *Forum Software | ||
Rapid/Responsive issue reporting | *Rapid/Responsive issue reporting | ||
Helping lots of people | *Helping lots of people | ||
Relatively healthy community | *Relatively healthy community | ||
Articles increasing helpful | *Articles increasing helpful | ||
Good team communication (informal) | *Good team communication (informal) | ||
Strong | *Strong SUMOdev team | ||
W: | W: | ||
Not answering 25-50% of forum questions | *Not answering 25-50% of forum questions | ||
LC not self-sustainable | *LC not self-sustainable | ||
Not all perf./quality metrics | *Not all perf./quality metrics | ||
Not everyone who needs help finds SUMO | *Not everyone who needs help finds SUMO | ||
Core community not growing | *Core community not growing | ||
Very young community members | *Very young community members | ||
Slow/buggy software | *Slow/buggy software | ||
No good way to reward/incentivize contributors | *No good way to reward/incentivize contributors | ||
Hard for some users to use self-services | *Hard for some users to use self-services | ||
Few opportunities to meet IRL | *Few opportunities to meet IRL | ||
Lots of manual work to get basic metrics | *Lots of manual work to get basic metrics | ||
No efficient communication to engineering about product weakness (WRT support) | *No efficient communication to engineering about product weakness (WRT support) | ||
O: | O: | ||
Support Fx Days/focused community sprints | *Support Fx Days/focused community sprints | ||
Community Mentorship program | *Community Mentorship program | ||
Push automated metrics to metrics team | *Push automated metrics to metrics team | ||
Firefox 4 -- may energize user base to help grow community | *Firefox 4 -- may energize user base to help grow community | ||
Kitsune allows us more flexibility/agility | *Kitsune allows us more flexibility/agility | ||
Productization | *Productization | ||
Dedicated Engagement team that cares about users | *Dedicated Engagement team that cares about users | ||
Karma System | *Karma System | ||
New KB | *New KB | ||
Private Messaging | *Private Messaging | ||
Include our community in QAing SUMO/Test Days | *Include our community in QAing SUMO/Test Days | ||
Fly community members over to office to get 1:1 feedback | *Fly community members over to office to get 1:1 feedback | ||
More interactive self-service | *More interactive self-service | ||
Proactive support | *Proactive support | ||
Increased awareness of SUMO through social media | *Increased awareness of SUMO through social media | ||
SUMO as educational platform for the web | *SUMO as educational platform for the web | ||
More areas of responsibilities | *More areas of responsibilities | ||
T: | T: | ||
Chrome -- Firefox not as exciting -- attracts less engaged users | *Chrome -- Firefox not as exciting -- attracts less engaged users | ||
Firefox 4 -- UI issues around release may overload system | *Firefox 4 -- UI issues around release may overload system | ||
Spyware/malware/viruses make Firefox unusable | *Spyware/malware/viruses make Firefox unusable | ||
Poor third party (Adobe) web support means we have to pick up slack | *Poor third party (Adobe) web support means we have to pick up slack | ||
Poorly written plugins need support | *Poorly written plugins need support | ||
Lots of new Firefox products and features/services to support | *Lots of new Firefox products and features/services to support | ||
No community traction for new products | *No community traction for new products | ||
Mobile Firefox quality hurts community growth | *Mobile Firefox quality hurts community growth | ||
Fast Firefox 4 development hurts beta quality -- makes beta support harder | *Fast Firefox 4 development hurts beta quality -- makes beta support harder | ||
Revision as of 22:09, 7 September 2010
S:
- Vibrant LC Community
- Forum Software
- Rapid/Responsive issue reporting
- Helping lots of people
- Relatively healthy community
- Articles increasing helpful
- Good team communication (informal)
- Strong SUMOdev team
W:
- Not answering 25-50% of forum questions
- LC not self-sustainable
- Not all perf./quality metrics
- Not everyone who needs help finds SUMO
- Core community not growing
- Very young community members
- Slow/buggy software
- No good way to reward/incentivize contributors
- Hard for some users to use self-services
- Few opportunities to meet IRL
- Lots of manual work to get basic metrics
- No efficient communication to engineering about product weakness (WRT support)
O:
- Support Fx Days/focused community sprints
- Community Mentorship program
- Push automated metrics to metrics team
- Firefox 4 -- may energize user base to help grow community
- Kitsune allows us more flexibility/agility
- Productization
- Dedicated Engagement team that cares about users
- Karma System
- New KB
- Private Messaging
- Include our community in QAing SUMO/Test Days
- Fly community members over to office to get 1:1 feedback
- More interactive self-service
- Proactive support
- Increased awareness of SUMO through social media
- SUMO as educational platform for the web
- More areas of responsibilities
T:
- Chrome -- Firefox not as exciting -- attracts less engaged users
- Firefox 4 -- UI issues around release may overload system
- Spyware/malware/viruses make Firefox unusable
- Poor third party (Adobe) web support means we have to pick up slack
- Poorly written plugins need support
- Lots of new Firefox products and features/services to support
- No community traction for new products
- Mobile Firefox quality hurts community growth
- Fast Firefox 4 development hurts beta quality -- makes beta support harder