Author Archives: David Tenser

Firefox support questions: on our way to 100%

Posted on May 10, 2012 by David Tenser

Late last year, we set a goal for 2012 to achieve a 100% response rate in our community-powered support forum. In other words, every user who asked a question in our forum should get a response. It felt like an … Continue reading →

Posted in Contributor News, Forums | Comments Off

Welcome Madalina Ana, SUMO Community Manager!

Posted on February 13, 2012 by David Tenser

I’m pleased to welcome Madalina Ana to the spectacular SUMO team! SUMO is betting a lot on organizing itself around community growth as the primary way to provide kick-ass support to our worldwide users of Firefox and its related services. … Continue reading →

Posted in Announcements | Tagged , | 3 Comments

Welcome Rosana Ardila, Community Support Program Manager

Posted on January 30, 2012 by David Tenser

I’m thrilled to welcome Rosana Ardila to Mozilla and the SUMO team! Rosana is our Community Program Manager and will work closely with our incredible support community around the world, as well as lead efforts to grow and strengthen our … Continue reading →

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The SUMO team is hiring!

Posted on April 28, 2011 by David Tenser

Are you interested in making a big impact on the mobile Firefox experience for millions of users around the world? We’re looking for an exceptional Mobile Support Coordinator to join the SUMO team and help us bring top quality support … Continue reading →

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Minutes of SUMO meeting 2010-05-24

Posted on May 25, 2010 by David Tenser

Sumo Kadir and Chris are enjoying a public holiday today Balkans Meetup update: Three presentations: How to get started with SUMO About the future of Support Why support is important and it’s position at Mozilla All Balkan communities got a … Continue reading →

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Help one user per day in the Firefox support forum!

Posted on May 6, 2010 by David Tenser

If everyone reading Planet Mozilla helped just one person in the Firefox support forum per day, there wouldn’t be a single user with their question left unanswered. And answering one question generally takes less than two minutes! It’s actually very … Continue reading →

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Help us update the Firefox manual to 3.6!

Posted on April 9, 2010 by David Tenser

As you might remember, the SUMO and FLOSS Manuals communities worked together last spring to write a complete manual for Firefox.  Our friend Janet Swisher from FLOSS Manuals wrote to tell us that on Sunday, it’s time to upgrade it … Continue reading →

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Introducing the fabulous SUMO Content Manager

Posted on March 30, 2010 by David Tenser

After months of hunting, we’re very excited to announce that we’ve found our new Support Content Manager. Starting this week, Michael Verdi joins the SUMO team full time and will primarily focus on improving our support documentation to make it … Continue reading →

Posted in Announcements | Tagged , , , , , | 4 Comments

Minutes of SUMO meeting 2010-03-29

Posted on March 30, 2010 by David Tenser

Sumo Welcome to the team, Michael Verdi! Q2 (public) SUMO goals: Increase support localization reach by 5% (mostly Kadir) Increase helpfulness of SUMO articles by 2% (djst, cilias, michaelverdi; shared with Metrics team) Implement new support forum (sumodev, Cww) Implement … Continue reading →

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Minutes of SUMO meeting 2010-03-15

Posted on March 15, 2010 by David Tenser

Sumo Weekly metrics Not a major bump from the 3.6 update. Maybe we’ll see more in next week’s traffic. About 70% of the people who use the “None of the above” option when responding to a forum thread actually are … Continue reading →

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