Support/2010-SWOT

S: Vibrant LC Community Forum Software Rapid/Responsive issue reporting Helping lots of people Relatively healthy community Articles increasing helpful Good team communication (informal) Strong dev team

W: Not answering 25-50% of forum questions LC not self-sustainable Not all perf./quality metrics Not everyone who needs help finds SUMO Core community not growing Very young community members Slow/buggy software No good way to reward/incentivize contributors Hard for some users to use self-services Few opportunities to meet IRL Lots of manual work to get basic metrics No efficient communication to engineering about product weakness (WRT support)

O: Support Fx Days/focused community sprints Community Mentorship program Push automated metrics to metrics team Firefox 4 -- may energize user base to help grow community Kitsune allows us more flexibility/agility Productization Dedicated Engagement team that cares about users Karma System New KB Private Messaging Include our community in QAing SUMO/Test Days Fly community members over to office to get 1:1 feedback More interactive self-service Proactive support Increased awareness of SUMO through social media SUMO as educational platform for the web More areas of responsibilities

T: Chrome -- Firefox not as exciting -- attracts less engaged users Firefox 4 -- UI issues around release may overload system Spyware/malware/viruses make Firefox unusable Poor third party (Adobe) web support means we have to pick up slack Poorly written plugins need support Lots of new Firefox products and features/services to support No community traction for new products Mobile Firefox quality hurts community growth Fast Firefox 4 development hurts beta quality -- makes beta support harder