Support:ImprovingSupportOptions

I kicked off some discussion about how we can improve Firefox support options here:

Lets summarize and roll up ideas for how to integrate all the various support channels including IRC, Newsgroups, and possible new ways to provide help to users on this page and use it as the central place for building a plan

First lets Catalog all the support channels where we have interaction with users so we can figure out which ones need attention and improvement.

Catalog of all the places where users report problems and try to get help

Real-time:

IRC #firefox
qunu or similar zero software install options?

Time shifted:

Mozillazine http://forums.mozillazine.org/viewforum.php?f=38
bugzilla

Documented Help/Support Baselines:

Other Feedback Systems

Talkback
Reporter
Henrdrix
security@mozilla.org
webmaster@mozilla.com/org (last or sometimes first resort)

= Thoughts on integration, dependencies, and coordination among the channels

General Principals:

Just about all depend on a good back end of current and useful knowledge base entries. I think hooking all channels into a central database that can be used in a variety of ways is key to many improvements and reduction of duplication.

Each of the feedback and support systems needs to be able to provide metrics that help to surface the most frequently reported and/or important problems.