Support/Weekly Meetings/Notes 2012-04-16

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Meeting Details

Mondays (meeting duration approx. 30 minutes) at:

  • 9:00 AM PST
  • 12:00 Noon EST
  • 16:00 UTC during summer
  • 18:00 CET
  • 11:00 CST

Phone call details:

  • California: 1-650-903-0800, x92 then 9309 then #,
  • Toll-free: +1 800 707 2533, pin 369 - then 9309 then #
  • Skype (free): +1 800 707 2533, pin 369 - then 9309 then #

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

Sumo Development Update

  • 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

UX

Paper Prototyping

  • 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, coming up with tailored search)
    • Work on SUMO forum features for users and contributors

Roundtable

  • 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.

Firefox Status Update

Metrics

  • 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

Community

  • Madalina and Rosana are attending MozCamp LATAM next weekend

Knowledge Base

Mobile

Services

  • Marketplace to launch on April 26th as community Beta that will run on Firefox 14. Around 3000 invites to be sent.
  • Services team working on defining Sync 2.0 and Kilimanjaro efforts.

Support Forum

  • SUMO day results on hold due to problems with the metrics dashboard and "no replies" filter bug
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