Category Archives: Forums

SUMO Day – Mar. 1, 2012

This Thursday, March 1st is the next SUMO Day. We’ll be answering questions in the support forum and helping each other in #sumo on IRC from 9am to 5pm PST (UTC -8).

Download video: MP4 format | WebM format

Just create an account and then take some time on Thursday to help with unanswered questions. Additional tips for getting started are on the etherpad. Our goal is to respond to every new question posted Thursday, so please commit to answering 10 questions throughout the day.

Grab your cape and join us! See you there.

SUMO sprint 2012.4

This is a quick update on what we are currently working on in the 4th SUMO sprint of this year, the results of this sprint will go live between February 28th and March 6th.

Our dev goals for this quarter were to get the SUMO KPI dashboard up and running, and to switch to a new search engine that would allow us to implement all the improvements suggested by the ongoing taxonomy/ux research and the usability research before that.

We have recently turned our new search engine (Elastic Search) on for 50% of our site’s users, and the early results are very promising. The Click Through Rate, our main success metric at this point, of the new engine is already better than that of the old one. Currently we are gathering more data to get reliable results, but if the final results agree with our preliminary findings, we’ll switch to Elastic Search 100% in early March and start improving our results. One big issue we’ll tackle soon is the performance of Elastic Search, currently it is much slower than our old search engine. However Will already has ideas that will hopefully give us significant improvements in this area, starting with sprint 5.

Our KPI dashboard is nearing completion, thanks to Ricky. We already have many of the metrics we set out to present and few are left. This sprint will give us the Army of Awesome numbers, the number of unique visitors we have at SUMO and our localization coverage.

One change that seems small, but will hopefully have a big effect, is the change of our font, colors and sizes. We had numerous complaints that our text was hard to read and links were easily overlooked. Bram, our UX designer, and font expert extraordinaire, came up with a new style that uses stronger colors for links, changes the gray on white of our body text to a darker black, and moves us from serif to sans-serif. The latter change is significant, there is a large body of research on what is better for readability serif, or sans-serif, and amid a lot of myths there are arguments for both sides. However it seems clear that there is only one factor that reliably affects readability: familiarity. Of the top 100 websites today only 4 use a serif font for body text. Since users today are so much more familiar with sans-serif our hope is that this change will contribute to the overall readability of SUMO.

Another thing we have been working on is several customizations of our contributor forums, so they could be used by the Firefox Aurora and Beta communities. Expect more activity in those forums very soon.

As always, there is a good number of new features and fixes for smaller bugs:

ID Summary
730065 Allow sort by original post date
718813 let people add screenshots when asking a question
726037 Combine some of the KPI dashboard graphs
645546 How to contribute articles overview in the dashboard
724833 Change AoA signposts
625841 Reword email notifications for Questions
720226 We need reviewing rights for en-US and other locales
724483 remove en-US part from link in ‘ready for localization’ emails
725287 Use One Mozilla breadcrumb style (revert bug 716018)
726112 Allow entering a message for recent contributors, even if you approve your own revision.
722697 Show contributor sidebar in the questions app
726856
706948 In some cases, a question displays “No replies” with a reply below
722509 notification about private message has localized URL
728307 Please add {for} support for fx12, m12 and add Firefox 12 to the dropdown UI, remove Firefox 9 from the UI

SUMO is adding new features: group dashboards and private messaging

Hello everyone,

Starting today we will be beta testing the new groups and private messaging features of Kitsune. We want to start with a small number of people for now, so we are going to cap this at about ten. We will have a test day for everyone on July 8th. If you are interested in testing private messaging and giving feedback on it, please let me know in this thread on the support community forum and I’ll activate it for you.

If you are a localizer, you can also request the group dashboard feature. This will add another tab to your dashboard and those of your team members. That tab will hold your localization dashboard and a message on top that you as the locale leader can change to message your team. Also, your localization group will get a profile page listing the locale leader and every member of the team.

You can see here what the German localization group profile looks like.

For the groups dashboard I wrote a short tutorial that you can see here.

Private messaging should be fairly intuitive. Once the feature is activated, just click on “Inbox” on the upper right corner of the page. Make sure that you only message people who are listed in the forum thread for now.

Please report any issues that you encounter on this etherpad so we can fix them quickly.

And of course, please let me know if you have any questions.

Thanks!
Kadir

Help 7 Million new Firefox 4 users now!

Join us for today’s Support Firefox Day and help our new users have a great first experience with Firefox 4!

Yesterday we released Firefox 4 to an excited world wide audience and got over 7 Million downloads in the first 24 hours. That’s a lot of new Firefox 4 users. And since so much has changed between Firefox 3.6 and Firefox 4 they are going to have many, many questions.

There are many different ways to help. You can

Check our Cheng’s blog post for more details on how to participate. We will be around all day on #sumo in IRC and air.mozilla.org

All info for the Support Firefox Day:

Another support home run: Firefox Home


Firefox Home hit the Apple App Store late last Thursday night and quickly shot up to number 10 on the free apps list. So early on Friday we were getting lots of questions from users in the forums. Here’s how we were able to identify common issues, take care of everyone and help the developers prepare an update within the first 24 hours.

Our preparation began more than a month ago. I was one of the beta testers for the app and used that experience to create four articles for the Knowledge Base. Cheng got a new Firefox Home support forum in place and began meeting regularly with the Firefox Home team.

Then, on release day, as Cheng and I answered people’s questions in the forum, a few distinct issues began to emerge. By working with Dan, the developer, and Ragavan the project lead, we were able to get solutions out to users and get feedback about what worked and what didn’t. Later in the day, Cheng met with the Firefox Home team to go through forum feedback and App Store comments. Based on this, they came up with plan of action. We immediately updated all of the existing documentation to show users how to avoid or fix the issues we’d seen (Cheng even created an entirely new article). The Firefox Home team prepared an update for the app, updated it’s description and emailed users with solutions from our updated articles. In addition, the app update included a direct link to the new article that Cheng wrote which required an emergency SUMO push late Friday night (thanks paulc and fox2mike!).

The result was that we were able to answer everyone’s questions in the forum that first day. And with the updated documentation in place, we’ve seen almost no new forum traffic. I’m really excited about how responsive we were able to be by working closely with the Firefox Home team and I’m looking forward to being able to repeat this with other releases.