David TenserFire & Rescue Lead
mozillawww.mozilla.org
Firefox SupportBridging the Gap Between
Users and Developers with SUMO
What is Mozilla?
Browser market share
Why SUMO?
Is better support really needed?
HALP?
Users of product
Contributorsof product
Potentialsupport
contributors
The Firefox support challenge
Passive users of product
Contributorsof product
Potentialsupport
contributors
The Firefox support challenge
Help users
User feedback
Forward known bug data
Forward issues
Forward issues Insights
K
arm
abugs--; features++;
Support is vital to the success of any open
source project.
Support in Open Source Software
Introducing SUMO
Built on open source software
TikiWiki CMS
Three primary components
● Knowledge Base● Support Forum● Live Chat
2. Issue not yet covered in the KB
Happy users!
3. Help usingForum or Live Chat
4. Expand KB with new solutions
1. Issue alreadycovered in KB
The support funnel
Some SUMO features
Review system
Localization
Automatic content filter
Support metrics
Screencasts
Powered by the Mozilla community
100 active SUMO contributors / week
3,000 total SUMO contributors
10,000 users confirmed helped / week
800,000 visitors / week
SUMO is bigger than Firefox
Firefox Support for Mobile
Website beta launched 2009-09-30
https://mobile.support.mozilla.com
Thunderbird Support
SUMO = Open Source Support
● Firefox (support.mozilla.com)● Firefox Mobile (mobile.support.mozilla.com)● Thunderbird (support.mozillamessaging.com)● (Your project here?)
Ideas for SUMO in 2010
● Improve the user experience● Get better insights about our users● Improve the contributor experience● Make the platform awesome
Help us plan SUMO 2010!
http://support.mozilla.com/forum/3
Get involved!
● Write new or edit existing support articles● Create screenshots or screencasts for your OS● Translate one support article into your language
– https://support.mozilla.com/%locale%/kb /Localization+Dashboard
● Spend 5 minutes per day helping people in the support forum
– https://support.mozilla.com/en-US/forum
● Help us shape the future of SUMO– https://support.mozilla.com/en-US/forum/3
http://blog.mozilla.com/sumo
http://support.mozilla.com/kb/How+to+contribute
irc.mozilla.org | #sumo
David Tenser
[email protected] | djst.org/blog | @djst
Thank you! Questions?
Photography credit
● http://www.flickr.com/photos/28959625@N04/ / CC BY-NC-SA 2.0
● http://www.flickr.com/photos/granick/ / CC BY-SA 2.0
● http://www.flickr.com/photos/28959625@N04/ / CC BY-NC-SA 2.0
● http://www.flickr.com/photos/gen/ / CC BY-NC-ND 2.0
● http://www.flickr.com/photos/king-molan/ / CC BY-NC 2.0
● http://lolcats.com/
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