Support/Goals/2012Q2

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

• [AT RISK] Implementation of the various parts of the UX redesign [KT]
• [ON TRACK] Improvements to the search results page, based on Susan's and Matt's suggestions [KT , ML]
• Be ready for the Apps Marketplace consumer launch [IG, TD]
• Make recommended content changes [MV]
• Implement new task-based landing pages [ML]
• [ON TRACK] Provide better tools to contributors to answer questions more effectively [KT]
• [DONE] Provide better feedback to contributors about the effect of their contributions [KT]
• [carry-over] Update all Mobile support documentation for NativeUI [ML/RA] Plan

Improve our products

• Implement Google Analytics across Mozilla Domains [IG]
• Phase II of the Input/Twitter Clustering tools: Internationalization [IG]
• Build a roadmap for Input [CW]
• Ramp up weekly android market reporting for nativeUI [ML]
• Add screencasts to the SUMO report [MV]
• Onramp new Analytics hire [CW]

Grow our community

• Create a latest issues documentation team [MV, CW]
• Redesign and optimize all contributor recruitment channels [RA, MA] Plan
• Design and implement a community health monitoring and the strategy for acting based on the monitoring data [RA, CW, ML] Plan
• SUMO KB college program [RA MV] Plan
• Implement the ReMo/Stewards plan. Start a guide/buddy program so that experienced SUMO contributors ca help new ones [RA] Plan
• Diminish the attrition rate, community communication strategy [all]
• Create a plan for retaining new contributors and converting them into regular ones [MA]
• Develop program to increase activity/participation in the community [MA]
• Increase presence on social media channels (Facebook) [MA]
• [stretch]: Build a community for Firefox feedback gathering [CW]
• Develop program to build and energize our community around the first NativeUI release [ML/MA] Plan