Support/Goals/2011Q2

Rapid Releases

• [NEW] Develop and document workflows for keeping support current and responsive during rapid Firefox desktop releases (Cheng) Project page
• [ON TRACK] Establish and document KB documentation policies (Michael) Project page
• [DONE] Establish localization policies (Kadir/Michael) Project page

Integrate support into the Firefox UX

• [NEW] Finalize the feature page for the clean install feature (Cheng) Project page
• [NEW] Finalize the feature page for the clean profile feature (Michael) Project page

Metrics & Insights

• [NEW] Document and implement a strategy for integrating user feedback from a wide variety of sources (including Input and SUMO) to address key Engagement/SUMO/Engineering needs throughout the Firefox development cycle (Cheng; shared with QA) Project page

Community

• [AT RISK] Host QA sprint for the new Users & Group SUMO feature (Kadir; shared with WebQA) Project page
• [ON TRACK] Design, print and ship SUMO t-shirts for contributors (Kadir) Project page
• [AT RISK] Streamline initial experience on Verbatim by reducing some of the legal hurdles such as the need to sign paperwork (Kadir) Project page
• [AT RISK] Stretch goal: Business cards for contributors (Kadir; shared with Community Engagement) Project page

Strategic stuff

• [NEW] Develop 2011 services support strategy (David/Services FTE) Missing link to project page
• [NEW] Define and start internship project around user-to-user support metrics (Cheng/David) Project page
• [NEW] Hire 2 FTEs (David)

Development (needs to be finalized with James/SUMOdev)

• [DONE] Update SHOWFOR - Details
• [ON TRACK] Users & Groups
• [NEW] Army of Awesome
• [ON TRACK] Private Messaging
• [ON TRACK] Finalize PRD and start implementation of Live Chat in Q2

Smaller tasks (not really proper goals)

• [DONE] Decide what to do with showfor (Michael) - Details
• [NEW] Start to use PostCrash after releases and follow up with Socorro team about the future fixes/features (Michael) Notes
• [NEW] New user tutorial mode (Michael) Project page
• [NEW] Get links to SUMO articles on mozilla.com where it makes sense (Michael)
  • Desktop Features page - Bug
  • Mobile Features page - Bug
  • Mobile Sync page - Bug
  • Mobile FAQ page - Bug