Support/Goals/2012Q4: Difference between revisions

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==Firefox OS==
==Firefox OS==
*{{ok|Deliver on all Firefox OS Beta support readiness milestones on-time with high-quality}} ''&mdash; <u>Michelle</u> ([https://wiki.mozilla.org/File:B2G_Support_-_Strategy_and_Infrastructure-tasks.pdf Project plan])''
*{{risk|Deliver on all Firefox OS Beta support readiness milestones on-time with high-quality}} ''&mdash; <u>Michelle</u> ([https://wiki.mozilla.org/File:B2G_Support_-_Strategy_and_Infrastructure-tasks.pdf Project plan])''
**{{done|Optimize SUMO for mobile devices in preparation for Firefox OS launch}} ''&mdash; <u>Michelle</u>, Kadir ([https://etherpad.mozilla.org/sumo-mobile-site Project plan])''
**{{done|Optimize SUMO for mobile devices in preparation for Firefox OS launch}} ''&mdash; <u>Michelle</u>, Kadir ([https://etherpad.mozilla.org/sumo-mobile-site Project plan])''
**{{ok|Implement support for multiple products in Kitsune}} ''&mdash; <u>Kadir</u> ([https://sumo.etherpad.mozilla.org/73 Project plan])''
**{{ok|Implement support for multiple products in Kitsune}} ''&mdash; <u>Kadir</u> ([https://sumo.etherpad.mozilla.org/73 Project plan])''
**{{risk|Beta 2 documentation ready for L10n}} ''&mdash; <u>Michelle</u> ([https://wiki.mozilla.org/File:B2G_Support_-_Documentation-tasks.pdf Project plan])''
**{{delayed|Beta 2 documentation ready for L10n}} ''&mdash; <u>Michelle</u> ([https://wiki.mozilla.org/File:B2G_Support_-_Documentation-tasks.pdf Project plan])''
**{{risk|English training docs ready for OBs and partners}} ''&mdash; <u>Michelle</u> ([https://wiki.mozilla.org/File:B2g_support_strategy.pdf Project plan])''
**{{delayed|English training docs ready for OBs and partners}} ''&mdash; <u>Michelle</u> ([https://wiki.mozilla.org/File:B2g_support_strategy.pdf Project plan])''
**{{risk|Hire Helpdesk Tech Lead (alternatively contract a Portuguese speaking support rep that can dig in sooner rather than later)}} ''&mdash; <u>David</u>, Michelle (No project plan needed)''
**{{done|Hire Helpdesk Tech Lead (alternatively contract a Portuguese speaking support rep that can dig in sooner rather than later)}} ''&mdash; <u>David</u>, Michelle (No project plan needed)''
**{{ok|Define relationship with hardware OEM for deliveries of reports and documentation}} ''&mdash; <u>Michelle</u> ([http://wiki.mozilla.org/b2g_oem_support_plan project plan])''
**{{delayed|Define relationship with hardware OEM for deliveries of reports and documentation}} ''&mdash; <u>Michelle</u> ([http://wiki.mozilla.org/b2g_oem_support_plan project plan])''
**{{risk|Firefox  OS community building resulting in Brazilian engagement in support  (discussion forum participation & L10n planning for KB}} ''&mdash; <u>Rosana</u> ([https://sumo.etherpad.mozilla.org/Firefox-Os-Brazilian-community Project plan])''
**{{risk|Firefox  OS community building resulting in Brazilian engagement in support  (discussion forum participation & L10n planning for KB}} ''&mdash; <u>Rosana</u> ([https://sumo.etherpad.mozilla.org/Firefox-Os-Brazilian-community Project plan])''
**{{ok|Assist with B2G Dogfooding/test drivers program that Release Engineering is driving from MV, SF}}''&mdash; <u>Cheng</u>, Michelle ([http://wiki.mozilla.org/dogfooding_support_plan project plan])''
**{{done|Assist with B2G Dogfooding/test drivers program that Release Engineering is driving from MV, SF}}''&mdash; <u>Cheng</u>, Michelle ([http://wiki.mozilla.org/dogfooding_support_plan project plan])''
*Phase II Marketplace Support: Localization. Payments documentation ''&mdash; <u>Ibai</u> ('''PROJECT PLAN MISSING''')''
*Phase II Marketplace Support: Localization. Payments documentation ''&mdash; <u>Ibai</u> ('''PROJECT PLAN MISSING''')''
**{{ok|Localize content to Spanish and Portuguese: Hire PT speaking FTE.}}
**{{ok|Localize content to Spanish and Portuguese: Hire PT speaking FTE.}}

Revision as of 23:42, 7 December 2012

Context

High-Level Mozilla goals

Firefox Desktop

  • ADI Growth 9%
  • Satisfaction 70%
  • Engagement 70%

Firefox Mobile

  • ADIs target 4.2M
  • Satisfaction 4.5 stars

Firefox OS

  • Launch 1Q2013
  • Carriers 1-2
  • OEMs 1-2

SUMO 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 user feedback better to developers

Meta goal: Grow our community

Goals

All products

  • [ON TRACK] Implement tools improvements to streamline l10n contributions on SUMO — Kadir, Rosana (Project plan)
  • [ON TRACK] Google Analytics Implementation — Kadir, Matt (Project plan)
  • [ON TRACK] Identify and implement way to automate CSAT Exit Survey — Ibai, Matt (Project plan)
  • [ON TRACK] Get SUMO dedicated Mozilla Reps in 10 major locales, including Brazilian Portuguese — Rosana, Madalina(Project plan)
  • [ON TRACK] Integrate the Reps SIG with the SUMO locales leaders — Rosana (Project plan)
  • [AT RISK] Launch the Firefox Clinics as part of the MozCoffees (3 Firefox Clinics on Q4) — Rosana (Project plan)
  • [ON TRACK] Reduce churn rate on support forum — Madalina (Project plan)

Firefox Desktop

  • [DONE] Gain better user insights from SUMO Data (clustering)— Matt, Tyler (Project plan)
  • [ON TRACK] Provide a report to the organization giving key insights gained through Feedback and Support— Matt, Cheng, Tyler (Project plan)
  • [ON TRACK] Aurora feedback: Run feedback survey for Firefox 18, 19— Tyler/Matt, Cheng ([1])
  • [DELAYED] Facebook for Firefox (Social API): Include links to special support documentation and videos in marketing material like the What’s New page, social media and blog posts — Michael (Project plan)
  • [DELAYED] Engage Facebook users with a Reddit style AMA on Facebook explaining and answering questions about the new Facebook for Firefox (Social API) feature — Michael, Madalina (Project plan)

Firefox Mobile

  • [ON TRACK] Implement new Mobile feedback reporting process — Tyler (Project plan)
    • Improve Google Play sentiment analysis(Tyler, Cheng)
    • Integrate Input Tagging/Reporting
    • Increase visibility of SUMO feedback in Mobile development process
  • [ON TRACK] Transition mobile user support to new owner — Michelle, Roland (No project plan needed)
  • [DONE] Find 5 people to contribute to Firefox for Android support — Madalina (Project plan)

Firefox OS

  • [AT RISK] Deliver on all Firefox OS Beta support readiness milestones on-time with high-quality — Michelle (Project plan)
    • [DONE] Optimize SUMO for mobile devices in preparation for Firefox OS launch — Michelle, Kadir (Project plan)
    • [ON TRACK] Implement support for multiple products in Kitsune — Kadir (Project plan)
    • Template:Delayed — Michelle (Project plan)
    • Template:Delayed — Michelle (Project plan)
    • [DONE] Hire Helpdesk Tech Lead (alternatively contract a Portuguese speaking support rep that can dig in sooner rather than later) — David, Michelle (No project plan needed)
    • Template:Delayed — Michelle (project plan)
    • [AT RISK] Firefox OS community building resulting in Brazilian engagement in support (discussion forum participation & L10n planning for KB — Rosana (Project plan)
    • [DONE] Assist with B2G Dogfooding/test drivers program that Release Engineering is driving from MV, SF— Cheng, Michelle (project plan)
  • Phase II Marketplace Support: Localization. Payments documentation — Ibai (PROJECT PLAN MISSING)
    • [ON TRACK] Localize content to Spanish and Portuguese: Hire PT speaking FTE.
    • [ON TRACK] Define payment issue handling and flows.
  • [ON TRACK] Prepare feedback gathering from Telefonica, Input, and Kitsune— Matt, Cheng, Tyler (Project Plan)

Non-goals, yet important things to complete this quarter

  • Interim solution for community management tools and assesment for new SUMO specific tools or integration with a Mozilla wide community management system — Rosana
  • Feedback/triage for release, beta, and aurora (16, 17, 10.5 EoL, 18(Jan 8)) — Matt, Tyler
  • Push in product add-ons changes in product — Matt, Cheng, Tyler, David (Project plan)
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