Support/Weekly Meetings/Notes 2012-04-16

Meeting Details

Mondays (meeting duration approx. 30 minutes) at:

Phone call details:

irc.mozilla.org: #sumo <== Click the link to use web-based chat

Search unification - Next steps
- We need to revisit this document and define the goals based on the metrics that we defined: [1]
~ 1/2 way through 2012.7 sprint
Fixes for KPI dashboard
- Now discounting questions from unconfirmed users
- Combined some charts

Here are various product pickers that we will test
Next in line to design:
- Layout variations for landing pages (different pages have different info density, and may be unique)
- Search facets (basically, design for search result page: what it looks like, and how it will function)
Will take a lot more time than I thought
- Basically, it means that it will need to work on the redesign full-time rather than split the work
Will talk to Crystal about my role in SUMO and how to best balance:
- The redesign work
- Work on SUMO contents (styleguide, rename, new IA on old SUMO design)
- Work on SUMO forum features for users and contributors

Please add your comments, questions and updates here.
Can we get a update on the army of awarnce twitter account the @firefoxhelp one as some people are asking can we use that to do support
- Madalina to look into the possibility for people to use this @firefoxhelp account, including its benefits and drawbacks.
Can we get a update on the livechat - as some people have been asking me when its coming back as they miss it
- No real updates since it was decided to put it on hiatus. No increase of inbound support as a result of not having Live Chat open. Our dev priorities for SUMO in 2012 are on self-service (taxonomy, search engine, navigation, IA) and support forum.
Can us contributors get our own @support-mozilla.org email address or a farward to our dedicated firefox support one - the reason is some people do not want to give out their own person email address - satdav
IRC Meeting - the next sumo irc meeting will be in may 10th we have agreed due to the public holiday the start of may -satdav
can we get a section for the uk version of english as its a bit different from the us version - satdav
- The likeliness of us getting enough people to want to translate en-US articles into en-UK is very small. Also, the benefit is minor at best.

Do we all agree on this metrics to track the IA changes? [2]
Question: Do we still need the metrics in the google spreadsheets? Can we just use the KPI dashboard?
KPI Dashboard
SUMO
Mobile specific