Author Archives: Chris Ilias

Localizing the Support Funnel

Posted on February 23, 2009 by Chris Ilias

In previous months, David has blogged about the Support Funnel. In short, users are directed to the Knowledge Base to get answers to their questions, and if their questions are not answered in the Knowledge Base, they are directed to … Continue reading →

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Localizing the Options window article

Posted on January 16, 2009 by Chris Ilias

As we fully embrace the concept of an entire knowledge base acting as the Firefox manual when you click on Firefox Help, there are some structural changes to the help documentation imported from CVS. By far, the biggest and most … Continue reading →

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SUMO 0.8

Posted on December 29, 2008 by Chris Ilias

A couple of weeks ago, the bug fixes for SUMO 0.8 were pushed to support.mozilla.com. This update has quite a few goodies! New search engine Over the summer, student Alexandre Michelis and mentor Nelson Ko worked on a Google Summer … Continue reading →

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You can now update the Knowledge Base for Firefox 3.1

Posted on December 19, 2008 by Chris Ilias

In the Firefox Support Knowledge Base, we use a great feature called  “SHOWFOR” that allows articles to display different content, depending on the users’ operating system and version of Firefox. When it comes to version numbers, we have only been … Continue reading →

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SUMO 0.7.3

Posted on December 12, 2008 by Chris Ilias

On Tuesday December 2nd, the bug fixes for SUMO 0.7.3 were applied to the Firefox Support web site. One new feature that should help us get a better handle on forum responses is the ability to classify response as actual … Continue reading →

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SUMO is getting better and better — SUMO 0.7.2

Posted on December 3, 2008 by Chris Ilias

A couple of weeks ago, the Firefox Support web site was updated to SUMO 0.7.2, which includes a number of bug fixes and a couple of new features. You may have already noticed some improvements. If you have started a … Continue reading →

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Minutes of SUMO meeting 2008-11-10

Posted on November 10, 2008 by Chris Ilias

Attendees: cilias, zzxc, cww, nkoth Sumo David is in MV for a Marketing Work Week Weekly metrics Last week’s weekly support issues Bookmarks issue (places.sqlite) is way up. Still investigating cause. 0.7.2 to be pushed on Thursday bug list Logo … Continue reading →

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Article Editor Mockups

Posted on November 5, 2008 by Chris Ilias

Over the past two months we have been gathering feedback and ideas on how to improve the article editing experience in the Support Knowledge Base, to make Knowledge Base features more understandable and easier to use. As part of the … Continue reading →

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Top 15 articles are now available in Japanese

Posted on October 15, 2008 by Chris Ilias

On October 1st, I announced the top 15 Knowledge Base articles for localizers to translate. One week later, all 15 articles were translated into Japanese! Big thanks to Masahiko Imanaka for looking after those article translations. We really appreciate the … Continue reading →

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Knowledge Base localizer survey

Posted on October 15, 2008 by Chris Ilias

Over the next few days, I’ll be sending out invitations to Firefox Support knowledge base localizers to take a survey. If you receive an invite, do not mistake it for spam. There are multiple goals in the survey, which should … Continue reading →

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