Helping users with the top crashes
Helping users troubleshoot crashes has always been a hard thing to document in the knowledge base. We try to help the user better define the circumstances of their crash, then … Read more
Articles in “Discussions”
Measuring the success of the knowledge base
In March, I posted about using article feedback to improve knowledge base articles and the importance of making knowledge base articles easy to read; but those are specific areas that … Read more
Improved SUMO start page coming soon
In the last 10 days, we’ve been running our second A/B test on SUMO to try a slight redesign of the in-product start page (the page you get to if … Read more
Results of our first A/B test on SUMO
Recently, we ran a simple test on support.mozilla.com to determine if the high bounce rate on the SUMO inproduct start page compared to the normal start page is because of … Read more
Continuing to listen to Localizer feedback
We have been meeting individually with active Support localizers to get their feedback and look at ways we can improve SUMO for them. In the latest update to SUMO, we … Read more
The about:sumo experiment
A while back, the idea of creating an about:sumo newsletter was proposed. Since then, we’ve been so busy with other parts of SUMO, that we never got to follow through … Read more
SUMO contributors meeting is Monday and I can’t wait
A few days ago, we blogged that we’ll be having a contributors meeting Monday Jan 12th. I just wanted to write this to say that I’m really excited to hear … Read more
Not everyone wants to search
I’ve talked before about the so-called Support Funnel and how the Knowledge Base is the heart of SUMO, ensuring that people find solutions to the most common problems without necessarily … Read more
SUMO Newsletter?
There’s been a discussion in the mozilla.support.planning newsgroup (a place where many of the discussions behind the SUMO project are taking place that for various reasons aren’t happening in the … Read more