Support/Weekly Meetings/Minutes 2009-03-23

Sumo

• Weekly metrics
  • Start page bounce rate is now based on support.mozilla.com/en-US/kb/ instead of support.mozilla.com/en-US/kb/Firefox+Support+Home+Page. The latter is not nearly as trafficked as the former (by a factor of 1/10) so this will give us much more reliable data.
  • What do we base "New Contributors" on?
    • The subset of "Active contributors" that registered last week
• Last week's weekly support issues
  • TurboTax buttons don't show in Firefox -- cww to monitor this in case it needs a KB article on SUMO

Knowledge Base

• New articles:
  • Using the Silverlight plugin with Firefox
  • Importing bookmarks and other data from Flock
• 3.1 Contributor docs are now updated/moved for 3.5. Backend updates may be done in an independent push. No date set.
• If we push 0.9.5 as planned, Options window split will take affect this week.
• Asking locale leaders if they prefer 3.5 changes be presented to them as checklist or diff, and so far they prefer diff. [1][2]
• If you're getting a timeout when submitting an article, that be bug 480415.

Forum

• Timeouts on the forums led to lots of dupes this week. So numbers are possibly all screwy. (And related, it's time consuming to lock them all so many of them are marked "proposed solution" so stats next week will be screwy too.) This is bug 484753.
• Also traffic is down but so is participation but may be related to the above.

Live Chat

• Metrics update: 28 new helper accounts, 4 new helpers taking chats, 18 active helpers
• Asking for feedback from the community in the Contributors forum

Roundtable

• If you see cases of malware based on downloading Firefox from a third-party site, Mozilla has a page to report the site. [3] (Already added to our article on malware.) - cilias