firefox support - bridging the gap between users and developers with sumo

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

djst@mozilla.com | 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/