Sumo
- Weekly metrics
- We’re still dealing with the problem of only getting about 20-25% of the proposed solutions to forum questions actually confirmed as solved threads. Should we send a reminder e-mail for threads with status “solution proposed” so the user gets another chance to verify it?
- Sounds like a good idea, but we currently have a bug that makes it impossible to ask a question and NOT provide an e-mail address. This should be fixed before we start sending out reminders.
- Vietnamese locale has shown lots of activity lately. The main localizer (Hung) is also an active participant in the Contributor forum. Yay! Welcome Hung!
- We’re still dealing with the problem of only getting about 20-25% of the proposed solutions to forum questions actually confirmed as solved threads. Should we send a reminder e-mail for threads with status “solution proposed” so the user gets another chance to verify it?
- Last week’s weekly support issues
- Score is a bit weird because new search hasn’t been working the last week [1]
- The new article [http://support.mozilla.com/en-US/kb/Firefox+takes+a+long+time+to+start+up
Firefox takes a long time to start up] needs to be updated to clarify that the problem with reading temporary Internet files is a new problem in 3.5 that will be addressed in 3.5.1 (see bug). Cww to update article.
Knowledge Base
- How do we document top crashes in which the cause/solution is unknown? [2]
- It’s better to say that we’re aware of the problem but don’t yet know the cause, than to not say anything at all
- Make these articles contain as much info as we currently have, e.g. links to relevant forum thread(s)
- Also, make sure the QA team reviews the content and collaborates with SUMO community to find the cause/solution asap
- Austin in the webdev team has already helped us add links from crash reports to SUMO, so it’s possible for users to get solutions for the most common crashes. Austin++
- Articles with csat score below 4: [3]. Help us improve them!
- So far only one proposed solution for centralizing communication [4]. We should get more ideas.
Forum
- Traffic was obviously up during launch week, but contributor participation increased with the same speed, resulting in the same ratio of responded threads
- Some people seem to register and post a few (3-5) posts, then never come back. Cww to investigate whether these people are posting separate threads, or responding to their own single thread, and also figure out what the threads are about (are they asking for help, or are they trying to help others?)
Live Chat
- The percent of chats marked as “unsolved” was higher last week than most previous weeks; zzxc is investigating to see which reason(s) were selected
- One reason could be that Live Chat contributors can now post a link to the CSAT poll before the chat ends
- zzxc to post results of investigation in Contributor forum shortly
- Top chat tags
Roundtable
- Discussion about new Contributor Home Page design
- Looks a bit busy, but functionality is good. Everyone to provide better feedback in the forum.