Support/SUMODayApril11/Events

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Revision as of 20:03, 8 April 2008 by Cww (talk | contribs) (Wording/grammar)
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For suggesting and planning events and projects for SUMO Day, April 11th. Projects/Events should ideally be harder tasks that would be easier to do with a group, or easy tasks that are good for new users to familiarize themselves with us.


Final events?

There are two main ways you take part in the Mozilla support community. Many people choose to write, translate, improve and work on the articles that form the heart of support. These articles are what users go to first if they need help so making them easy to use and understand will greatly improve the user experience. We also offer direct support through our LiveChat service and the forums. Here, users can ask questions and get a reply from one of our experienced staff. That's where you come in. If you like working directly with users, answering their questions and working with them we've got just the place for you!

Helping with support articles

The knowledge base is the collection of articles that have been written for support. Like with any open collection, it can always use improvements. Here are a few things you can do to make it better.

  • Add screenshots to an article -- With well-placed screenshots, Knowledge Base articles become much easier to understand. Help add these screenshots, giving visual directions in our existing articles where it makes sense. <link to more info>
  • Update article for Firefox 3 -- Many of the existing Knowledge Base articles were written for Firefox 2, and it's time to update them for Firefox 3. Here's the catch: we still want to support Firefox 2 at the same time! There are nifty tricks in tikiwiki to do this. Find out more. <link to more info>
  • Translate an article -- Is a Knowledge Base article for a topic not available in your language? Maybe you're the missing link! Help us reach out to a wider audience by translating the article into your language. <link to more info>
  • Improve wording on an article -- Some of our Knowledge Base articles are easier to understand than others. In fact, we even have user votes to prove that. Help us make our articles easier to understand. You can start with the articles with the lowest score! <link to more info, mentioning article comments, links to vote score ranking, etc>
  • Check spelling and punctuation -- Even though a Knowledge Base article is easy to understand and solves the problem, it might contain a few typos or excessive (or insufficient) use of punctuation. Are you good with grammar and spelling? Help take our grammar up to your standards! <link to more info>

Working directly with users

  • Help users in the Forum -- While the Knowledge Base is constantly growing to include the issues our users are facing in Firefox, there will always be issues that we're not yet covering there. That's what the Firefox Forum is for. Help us by answering the forum questions that are still unanswered! <link to more info>
  • Help users in Live Chat sessions -- This is by far the most social way of participating in the SUMO project. You'll interact directly with users of Firefox, solving issues and answering questions with the assistance of other Live Chat helpers. Brighten someone's day, one user at a time. <link to more info>

Knowledge Base

Beginner

  • Tagging articles
  • Check spelling and punctuation all articles
  • Add screenshots
  • Replace instances of Apple's command symbol (⌘) with "Cmd"

Advanced

  • Update articles with Firefox 3 info (Support/Firefox3:Articles)
  • Adding/replacing content with SHOWFOR; introduce people to SHOWFOR
  • Add troubleshooting links to help articles
  • Make sure articles comply with manual of style

Everyday tasks (always on contributor homepage)

  • Create an article from the list of article requests
  • Translate an article
  • Try improve wording on articles

Forums

  • Look for unanswered threads

Live Chat

Live Chat can't really be broken down into different tasks that trainees can do apart from what we already do, though trainees could pair up with an experienced helper and offload from them by performing certain tasks for them like:

  • Research the issue while the experienced helper asks questions
  • Add undocumented answers and problems to chirpy

There are some tasks related to Live Chat that can also be done

  • Add verified info from chirpy to the Knowledge Base
    • File bugs to add the info rather than adding it directly

Other

  • create a favicon for sumo
  • create a Firefox Support search plugin
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