Firefox Support - Bridging the Gap Between Users and Developers with SUMO

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    12-May-2015

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  • 1.Firefox SupportBridging the Gap Between Users and Developers with SUMO David TenserFire & Rescue Lead mozillawww.mozilla.org

2. What is Mozilla? 3. Browser market share 4. 5. 6. 7. 8. 9. WhySUMO? 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. Is better support really needed? HALP? 21. 22. 23. 24. 25. 26. The Firefox support challengeUsers Potentialsuppor t Contributors of productof productcontributors 27. The Firefox support challenge Passive usersof product Potential support contributorsContributorsof product 28. Support in Open Source Software bu ga rm s-- ; fe Kaatures++;sersuesissHe lp u a rd F orwUser fe ck edbatadagbuFow nrwIn nosiar kdgh dariss rw uetsFo sSuppor t is vital to the success of any open source project. 29. Introducing SUMO 30. Built on open source software TikiWiki CMS 31. 32. Three primary components Knowledge Base Support Forum Live Chat 33. The support funnel 1. Issue already2. Issue not yet covered in KB covered in the KB 3. Help usingForum orLive Chat 4. Expand KB with new solutionsHappy users! 34. Some SUMO features 35. Review system 36. Localization 37. Automatic content filter 38. Support metrics 39. Screencasts 40. 41. Powered by the Mozilla community100 active SUMO contributors / week 3,000 total SUMO contributors 10,000 users confirmed helped / week 800,000 visitors / week 42. SUMO is bigger than Firefox 43. Firefox Support for Mobile Website beta launched 2009-09-30 https://mobile.support.mozilla.com 44. 45. Thunderbird Support 46. SUMO = Open Source Support Firefox (support.mozilla.com) Firefox Mobile (mobile.support.mozilla.com) Thunderbird (support.mozillamessaging.com) (Your project here?) 47. 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 48. 49. 50. 51. 52. 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 53. 54. Thank you! Questions?http://blog.mozilla.com/sumo http://support.mozilla.com/kb/How+to+contribute irc.mozilla.org | #sumo David Tenser djst@mozilla.com | djst.org/blog | @djst 55. 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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