Support/Weekly Meetings/Notes 2012-07-23

Meeting Details

Mondays (meeting duration approx. 60 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 #

Participate in the video:

• Video link (You'll have to download and install the Vidyo Desktop client)

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

Sumo Development Update

• 2012.14 sprint
• Started IA implementation.
• Unified search results at 50%. Once we get CTR data, we need to decide next steps.

UX

• Worked on a couple of bugs:
  • Bug 718813 & 718732: Allow user to attach screenshot to Ask A Question. Display warning when BMP is about to be uploaded. _We might need an article on how to take screenshots._
  • Bug 770108 . Rather than simply adding an “Ask A Question” button on closed threads, label thread as “outdated” and give them a distinct visual appearance. Also,highlight “featured” threads.
  • Bug 768218. How product and topic selection works within the admin interface: first, user have to pick one product at a minimum. Then a selection of topics that relate to the selected product will appear.
  • Bug 642101. Added social sharing buttons below the “Share this article box”. We should use the privacy-aware sharing buttons that Mozilla had developed.
• Next big things to figure out:
  • Adapt Lee’s visual design to, in order of importance:
    1. Support forum
    2. The rest of SUMO (for example, topic landing page, Army of Awesome, KPI Dashboard, etc.)
    3. Admin interface (can be done a little later)
  • Mobile version of the website. It’s already done, and can be improved by deferring secondary content and using second screens to make information on the page clear and focused.
  • Figure out how new product KB IA fit into the IA we have today
    1. Marketplace (four categories: Basics, Billing, Managing Your Apps and Troubleshooting)
       • We can cover Basics and Troubleshooting easily within the existing IA
       • For the other two topics, we will expose it at the Product Landing Page level
    2. Firefox OS / B2G
       • In the link above, I tried organizing the proposed KB documentation space into something that would fit our current IA
       • Do we need to provide app-centric support (which will mean that we need a product hierarchy)?

Roundtable

• Please add your comments, questions and updates here.

Livechat - I have been getting asked if we are going to get it back from contributors, - satdav

whats the chances of getting a weekly diagest of emails insted of straight away

Can you setup admin@support.mozilla.org to goto the following sumo-team@mozilla.com

Mozilla Community Support Page on FaceBook (MozHelp as known to satdav) - http://facebook.com/mozillasupport -Help maximize exposure to page; Get more likes and be able to provide support to the best of our ability. -Estimated time this can be done (Above) -Add a link for Facebook on the support.mozilla.org page. - Posted by Feer56 https://docs.google.com/presentation/d/1oWigiha3Qjcww7yoqO62flHCG58jslo8qd1saBX3G8A/edit

Firefox Status Update

• New major startup crash, updates are on hold. We may have to roll a 14.0.2. See bug 775090
• Issues: Netflix on OSX, Youtube script timeouts (should be fixed), Flash (11.3.300.265) is VERY slow on some games.

Metrics

• KPI Dashboard

Knowledge Base

• Lots of Firefox 15 desktop updates to complete.
• Lots of Firefox 15 mobile updates needed also.
• Need to mark all of the summary changes ready for L10n and communicate that plus title changes to localizers.

Thunderbird

• Thunderbird 14 support report so far: Lightning Upgrade issues; full report will be on the Thunderbird 14 Support page before 9a.m. Pacific tomorrow July 24, 2012