Planet Mozilla viewers – you can watch this video on YouTube.
Firefox 29 (Australis) will be launching on Tuesday so it is the perfect time to organize an Australis launch week! We’ll be answering questions in the support forum and helping each other in
#sumo on IRC from Tuesday, April 29th to Friday, May 2nd.
Join us, create an account and then take some time this week to help with unanswered questions. Please check the launch etherpad for additional tips. We’re expecting a high number of questions this week and our goal is to respond to each one of them, so please try to answer as many questions as you can throughout the following days.
Let’s do it!
- New progress bar for the Top 100 articles (bug filed, waiting to be implemented)
- New “Top 100″ historical graph with all the other metrics (bug filed, waiting to be implemented)
- Reviewer digest: we realized that in many cases the reviewers weren’t getting back to the articles, so we will be sending them a weekly digest with the articles that are waiting to be reviewed (bug filed, waiting to be implemented)
- With the current L10n dashboard the articles with the highst visits go on the top, so just working your way from the top of the list is the way to go
|sr-Latn||Serbian – Latin|
|rm||Rhaeto – Romance|
|ga-IE||Gaelic – Ireland|
|ast||Bable – Asturiano|
As you know, community is a critical aspect of everything we do at Mozilla. We simply couldn’t be as successful as we are today without the invaluable contributions of every single Mozillian. Last year we created a long term strategic plan to achieve 1 Million Mozillians, a goal that requires internal organization and scalable programs.
Because of this, it’s really exciting for me to announce that Rosana will be transitioning to take the role of Reps Program Manager, under Brian King within the Community Engagement group (a.k.a. just across the corridor).
Since joining 2 years ago, Rosana has brought structure and scalability to our Community Management initiatives. In coordination with Madalina, she has represented us in almost every continent (except Australia?), engaging with local super-heroes (creating a beautiful set of images around the topic too) and promoting the SUMO brand (something that is paying off greatly as we experienced at the Summit). Her efforts around the Buddy Program and Contributor Tools are just 2 of the projects that have dramatically increased the success of SUMO and Mozilla in general. I’m grateful for her contributions and really thankful for what she has enabled us to achieve.
Her move doesn’t do anything but reinforce the great work the whole SUMO organization is doing to enable volunteer Mozillians to participate and create value. With such an ally leading Reps I’m confident that the future is even brighter for SUMO representing our leadership in community involvement.
We are working on the transition plan as we speak. Rosana has kindly agreed to work with us to make this process as smooth as possible. In the meantime, you can contact me or Madalina to help you with anything that you may need help with.
Please join me in congratulating Rosana and wishing her the best in the new role.
At SUMO, we realize that the need for choice in messaging services has been among the most popular feedback from our users. Although the development of third-party applications such as these is out of our control, and dependent only on the interest of each developer, Mozilla has been working closely with partners to ensure that our user’s voices are heard.
With this in mind, we are happy to announce that Line, the popular instant messaging service with over 300 million registered users worldwide, is the newest addition to the world of Firefox OS!
This application is fully compatible with all the other available platforms, making it much easier and fun to stay in touch with friends and family. The development of this app supports the idea of Firefox OS as the future of mobile, providing openness, innovation, and opportunity on the Web.
You may download Line by simply searching for “Line” on the Marketplace, or by tapping on the following link from your Firefox OS device:
There are many other choices in the Marketplace that allow users to communicate with each other. Loqui and ConnectA2 are available and allow some compatibility with Whatsapp, while Facebook and MessageMe allow for some additional communication options.
We are looking forward for many more amazing apps to sprout and populate our ever-growing Marketplace in 2014.
Last fall we did a report on the SUMO support forum to assess the current situation, so we could make informed decisions about what to work on next. In particular, we wanted to know what was keeping us from solving all issues that were brought up in the forums. After analyzing several thousand support forum threads, we came up with a number of suggestions and decided to implement the low hanging fruits right away. Among those low hanging fruits were:
- We were dropping the ball on users, not getting back to them.
- We were telling users that we didn’t know how to solve their problem.
- There were off-topic issues that we didn’t know what to do with.
- People often didn’t tell us when a solution didn’t help, because it was hard to do so.
We knew that we had to address these issues, if we wanted to increase the “solution” rate. So, we came up with a number of programs and platform changes late last year to eliminate those issues. Specifically, we had the following planned:
- Make it easy for contributors to tell what needs their attention, so we can drop the rate of cases where we leave them hanging to zero.
- Extend the reach of the helpdesk to cover those cases where our community doesn’t know how to move forward, and by marking such threads as “hard” allow for specially motivated contributors to become focused on hard issues.
- Mark things that are off-topic as such, so we can hide them from the general audience and can take special care of them.
- Users can mark an issues as solved from their email, but telling us that the solution didn’t work required them to log-in. A big an unnecessary hurdle. People should not need to log-in. They should just click on the link in the email and start telling us it didn’t work.
I’m happy to say that we were able to follow through with our plans and those solutions are active on our production systems already. We are now seeing the first results of those changes and I’d like to share them with you. However, I need to preface this with a warning: Unfortunately the timing for the roll-out of those changes was as bad as it gets. First we had the release of a Firefox version that coincided with the launch, then we had the Christmas holidays and then new year. Each of these events leads to highly irregular usage patterns on SUMO, so we need to take the data with a pinch of salt. However, without any further ado, here are two charts, that show the first results:
You can see very clearly that we have significantly reduced the number of cases where we left people hanging, the cases that needed our attention. That was one of the primary goals of our efforts and it seems like we’ve achieved that part with great success. Unfortunately this didn’t translate directly into an increase in the “solution” rate yet, but as I mentioned before, the previous few weeks were highly irregular in terms of usage patterns, so we’ll need to wait a little longer, before we can say reliably how our changes affected the overall goal of increasing the “solution” rate.
In the mean time, we are coming up with ideas on how to challenge the bigger issues, now that we have taken care of the low-hanging fruits. I’m incredibly excited about the opportunities in front of us and the new ways we’ll try to address them with. If you are interested in taking part in that discussion, head over to the community discussion forums, and join us in our quest to solve all the issues.
2013 was a fantastic year for the SUMO community, we grew in numbers, but more importantly we grew much stronger as a healthy community. This is the result of the efforts of a passionate community that has not only done some crazy amounts of contributions, but has also been actively building and growing our community.
So let’s see what growth means:
We grew across the board 20% ! in 2013 we have in average 20% more contributors that accomplish 20% more contributions than in 2012. And if we break it down we see how impressive the accomplishments are. For example the support forum almost doubled the amount of daily active contributors. We now also support Firefox OS and Webmaker and we are ready for 2014.
And so how could we grow 20% this year? It’s the mix of many initiatives:
- we have built tools to help communities organize themselves and provided many dashboards,
- we have made contributions more transparent on the profiles recognizing the great work,
- we have rallied contributors for the Firefox OS releases and on our bi-weekly SUMO days,
- But most importantly many contributors have stepped up and are leading our community building efforts. We have a community that welcomes and helps new contributors. And we coordinate many efforts in the contributor led buddy program.
We couldn’t achieve this without the help of all of our contributors, but we want to acknowledge our top contributors:
Army of Awesome
So thank you all for making SUMO vibrant, fun and incredibly powerful. We are ready to take on the next challenges in 2014.
You couldn’t make it to the Mobile Meeting but you follow our blog regularly?
Starting this week we will be posting the Wednesday meeting notes on our blog as well so that it’s easier for you to follow.
Last week’s notes HERE.
Hope it helps!