Thunderbird/Support/GetSatisfaction

Before filing a Support Request

Read the README first please!

Get Satisfaction Days

• Get Satisfaction Day August 20, 2009
• Get Satisfaction Day September 3, 2009
• Get Satisfaction Day September 17, 2009

Informal Meeting Minutes

Notes from irregular, informal meetings for the initial deployment of Get Satisfaction for Thunderbird which started in July 2009

• Meeting July 31, 2009

Support Processes

Initial informal support processes for Get Satisfaction.

• Roles and Champions
• Moving Bugzilla Support Requests to Get Satisfaction
• Get Satisfaction Tagging Conventions
• Get Satisfaction, Bugzilla and SuMoMo workflow
• Accelerator implemented via a Firefox Extension or other software to speed up using Get Satisfaction
• Common boilerplate replies for Get Satisfaction and email - please use as you see fit and make it your own as well as edit the page
• Tools and Tips for effective use of Getsatisfaction

Metrics

gathered on a weekly basis and based on the metrics gathered by the support.mozilla.com team for its forums using this code:

• GS Metrics Code

Metrics:

1. average # of new support topics per day
2. total # new topics
3. total # replies, total # answers
   1. replies by MoMo Staff
   2. replies by established Community Support members (e.g. those with with official rep status in GS, i.e. Tom, TMZ, etc)
   3. replies by new folks helping out
4. new users
5. new users contributing answers
6. happiness metric: # total number of replies flagged as happy that come from non staffers percentage that are happy i.e. #happy/#replies

Miscellaneous

• Branding with MoMo graphics and putting on a momo CNAME