Support:ImprovingSupportOptions: Difference between revisions

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First lets Catalog all the support channels where we have interaction with users  so we can figure out which ones need attention and improvement.
First lets Catalog all the support channels where we have interaction with users  so we can figure out which ones need attention and improvement.


The end goal of all of this is to retain more users that encounter problems when using firefox and to continue provide the best browsing experience.  Like with all the places where we have been successful with mozilla in the past we will need to engage and leverage an active and passionate development and community.
The end goal of all of this is to retain more users that encounter problems when using firefox and to continue provide the best browsing experience.  Like with all the places where we have been successful with mozilla in the past we will need to engage and leverage an active and passionate volunteer contributor community.
 
In the short run we need to build and improve the support offerings that are currently provided to end-users, do things reduce the number of mouse clicks and keyboard entries, and system interactions to providing helpful information. But in the long run the goal should be to not make the support systems we develop not needed -- the browser should just work! '-)
In the short run we need to build and improve the support offerings that are currently provided to end-users, do things reduce the number of mouse clicks and keyboard entries, and system interactions to providing helpful information. But in the long run the goal should be to not make the support systems we develop not needed -- the browser should just work! '-)


Revision as of 20:02, 1 December 2006

Improving Support Options

I kicked off some discussion about how we can improve Firefox support options here:

http://forums.mozillazine.org/viewtopic.php?t=494282

Lets summarize and roll up ideas for how to improve and integrate all the various support channels including IRC, Newsgroups, and possible new ways to provide help to users on this page and use it as the central place for building a plan

First lets Catalog all the support channels where we have interaction with users so we can figure out which ones need attention and improvement.

The end goal of all of this is to retain more users that encounter problems when using firefox and to continue provide the best browsing experience. Like with all the places where we have been successful with mozilla in the past we will need to engage and leverage an active and passionate volunteer contributor community.

In the short run we need to build and improve the support offerings that are currently provided to end-users, do things reduce the number of mouse clicks and keyboard entries, and system interactions to providing helpful information. But in the long run the goal should be to not make the support systems we develop not needed -- the browser should just work! '-)

To achieve that goal we need ways to surface critical problems and make sure they get addressed in product releases, and back end services that are connected to the browser.

Catalog of all the places where users report problems and try to get help

Real-time:

Time shifted:

Documented Help/Support Baselines:

Other kinds of related Feedback Systems

General thoughts on integration, dependencies, and coordination among the channels

Just about all depend on a good back end of current and useful knowledge base entries. I think hooking all channels into a central knowledge base that can be used in a variety of ways is key to many improvements and reduction of duplication. Lucy suggests this central KB needs moderation and ownership, and arbitration among contributors when disputes arise.

Each of the feedback and support systems needs to be able to provide metrics that help to surface the most frequently reported and/or important problems.

Each of the feedback and support channels need to consider how to address localization issues so the support options can be extended to reach the maximum number of Firefox users.

IRC #firefox channel problems and solutions

  • The need to install, and know how to use, an IRC client puts a technical and time hurdle in the path of the expanding Firefox user base with novice technical skills, time, or interest.
  • Provides a good solution to the posting and rollover problem with trying to deal with high volumes of inquires on the forums.

Knowledge Base problems and solutions

  • Need better search on the knowledge base.
  • Need better ownership/arbitration when disputes occur among the contributors and editors of kb articles.

Bugzilla problems and solutions

Doing a better job of redirecting questions and general feedback traffic away from bugzilla with hendrix, reporter, and the like; is there more to do here.

Bugzilla has built a good community around dealing with dups and has some systems to surface important problems (voting, dups, # cc'ed, etc..) anything to share with the other channels in these areas?

Webmaster problems and solutions

Still gets a lot of support questions and traffic.

Auto-responder set up to redirect most of these inquires to better channels.

A goal for the overall support improvement project would be to get to zero/zarro webmaster support inqueries. How can we get there? Right now the numbers are headed in the wrong direction.

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