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 SUMOdev 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