[Your Feedback Needed] A simplified and focused L10n dashboard

Kadir Topal

5

The localization dashboard is going to see major changes soon to make sure that it is as simple and focused on the tasks at hand as possible. We need your feedback to make sure we are making the right decisions. If you are using the L10n dashboard and want to take part in the discussion, please had over to the following bug, have a look at the attached mockup, and leave your comment: https://bugzilla.mozilla.org/show_bug.cgi?id=939832

The following is a quick summary of what changes we are making and why.

One of the biggest strength of the platform that SUMO is built on is the fact that localization has been one of the key design components. We created several localizer personas when we designed Kitsune and had them in mind when we made decisions early on. One of those decisions was to create an L10n dashboard that would present all the data that localizers might need to get their job done.

Since the early SUMO was rather small and focused on a single product, the L10n dashboard worked pretty well. Since then however, we have increased the scope of SUMO and added several more products and more functionality. The L10n dashboard grew organically during those times to cover more products and functionality.

Now seems like a good time to take a look at the tasks that localizers are faced with today and bring the the L10n dashboard into shape again. Rosana and I started that discussion with one thought: The L10n dashboard should answer one question and should do that as good as possible: “What should I be working on next”.

The current L10n dashboard present a lot of data, but unfortunately not all of it is relevant or actionable. While that data should still be accessible, it doesn’t make sense to present it as prominently as we are doing today. Having the one question in mind we cut back a lot of unnecessary information and came up with a streamlined, simple interface that bundles information and presents only things that localizers need at any moment. When we printed the current L10n dashboard out, it took covered 4 full pages, the current proposal can fit onto a single page.

Here you can see a mockup of our proposed L10n dashboard:
localization dashboard

To summarize the changes we made:

  • The product picker that is currently a drop down becomes a visual product picker. The product icons should be rather small though, to make sure people can see as much of the L10n dashboard above the fold as possible.
  •  The overview section is slimmed down by removing the “administration” articles and the explanatory text. We oversize the progress bar for the top 20 articles, so that updated articles lead to visible changes. The logic of orange -> green stays the same. We then remove the explanatory text and add it to the overview section items as tooltips. The now free space is used for bigger progress bars.
  • The actual content section is separated into Localization and Review
  • The Localization tab has a list of articles that need attention, where need attention is defined as “needs translation, needs update, and needs immediate update”. The list is ordered by most views in the last 30 days. Thus we are doing away with all other lists on the L10n dashboard.
  • Each article in the “needs attention” list shows below it the templates that are included in the article that need attention. Same rules for “need attention” as before.
  • The review tab has a list of top 20 articles needing review with a link to all articles needing review. The templates are listed the same way as on the localization tab, only templates that need review or “need attention” are listed.

If you want to take part in the discussion, please had over to this bug and leave your comment there: https://bugzilla.mozilla.org/show_bug.cgi?id=939832

We need your feedback to make sure we are making the right decisions with these big changes.

Thanks!
Kadir

Your feedback for the new SUMO support forum needed

Kadir Topal

Hi,

We need your help in designing the presentation of the support forum statuses. If you have been following the contributor or the platform meeting, this is probably old news for you, but for everyone else: Big improvements to the support forums are coming.

A few month ago we set out to evaluate the support forum. The insights were partially surprising and partially confirmed our suspicions. The good news is: We are helping a huge number of people with their Firefox questions. However, the report also showed that we have two big issues:

  1. In too many cases people don’t come back, so we don’t know whether we are really helping them
  2. In too many cases we leave people hanging when they come back, either because we forget to get back to them, we’re out of our depth, or the question is not completely about using Firefox.

This quarter we set out to address these issues one by one:

  • We are looking into ways to let people easily reply in the forums when they receive a message from us, ideally they won’t need to even log in. This should increase the number of forum threads where we do get feedback on the solution we provided.
  • We have enlisted the help of the SUMO helpdesk to take care of issues we can’t solve alone. We can now escalate questions and have them spend time with us and the users to find the solution.
  • The heldpesk will also cover questions that are not completely about using Firefox.
  • We have introduced a new model for questions, specifically “states”. A question either “needs attention”, is “responded” to or is “done”. This way we can very easily tell which threads we haven’t responded yet, needing our attention the most.

Now, the challenge is to find a way to present all of this information in a way that is useful for as many contributors as possible. That includes current and future contributors. We have created a first mock-up, that you can see here: http://note.io/182uu9X The discussion around that has already started and you can follow along here: https://bugzilla.mozilla.org/show_bug.cgi?id=928901

We urgently need feedback on this, because it will be a large scale change, that will affect every contributor using the support forums today. In particular we are interested in answering the following questions:

  • What in particular are you looking for when using the support forums? Open questions, questions with lot’s of replies? Questions where you have replied?
  • Are their certain combinations of filters that make sense to you and that should be the default?

Please leave your replies in the forum. We will use this thread to develop this mock-up further.

Thanks!
Kadir

Building a new Firefox update experience

Verdi

Planet Mozilla viewers – you can watch this video on YouTube.

Last week I introduced the new Firefox update experience that we’re working on. Since then, we’ve had a few days together in San Francisco to work out a new version (the first version was done last summer). So check out the video above for a walk-though of our progress and the video below for a few scenes of us working together this last week.

Planet Mozilla viewers – you can watch this video on YouTube.

Escalating Forum Posts

pmcclard

Hello I’m Patrick with SUMO’s Helpdesk. I’ve gotten to meet a few of you at the Summit in Toronto, but for those who I haven’t met yet I wanted to explain the role that Helpdesk can play within SUMO and how we can help contributors fill in the gaps on the forums. Things like getting us to 100% question replied to in 24 hours and increasing our solution rate.

For Q4 we’re working on using the existing forum tagging system to start leveraging the skills of our long time contributors, as well as getting the Helpdesk involved when you don’t know know the answer.

The tag that I’m most excited about is Escalated, which you can use when you just can’t figure out the solution to customer’s problem. There will be new filters which you can use to only look at the Escalated case if you want to work on the hard stuff. In addition escalating a post will send a ping to the Helpdesk with the forum URL, so we can get involved if needed. Posts can be also be automatically tagged as Escalated after it has gone 12 hours with No Replies.

A few people have asked what kind of posts should be escalated? If you’re unsure of how to reply mark it escalated. Since everyone is able to see escalated tagged post, anyone can answer them.

This tag along with new Filtering options, will allow all of us all to see what posts need our attention and get the customer a more timely response.

We’re hoping to have all of this rolled out before the end of December. There is a bug tracking the work for this feature here Bug 932348 – Escalated threads should create zendesk ticket, so please let us know what you think and if you’re interested in focusing on these escalated cases I’d love to hear from you.

Open Badges 1.0: Minimum Awesome Achievement

Roland

sumo-kb-2013sumo-forum-1sumo-armysumo-l10n

Just before the Mozilla Summit back on September 30, we launched the first phase of SUMO Open Badges. They are: Minimum Awesome Achievement Badges for 2010, 2011, 2012 and 2013:

  • The KB badge for our awesome knowledge base writers (2010, 2011, 2012, 2013).
  • The Forum badge for our splendid English language forum support contributors (2010, 2011, 2012, 2013).
  • The Army of Awesome badge for folks who have contributed to the Mozilla SUMO twitter awesomeness (2010, 2011, 2012, 2013).
  • The L10N badge for our fantastic folks who translated KB articles from English (2010, 2011, 2012, 2013).

By “Minimum Awesome Achievement” we were trying to recognize significant non-trivial contribution on a yearly basis.

Four badges awarded algorithmically for four years: 2010, 2011, 2012 and 2013. In total: 16 badges. And we will issue these four badges automatically for 2014 and future years.

What’s next? Badges for the awesome folks who helped us with SUMO Live Chat support and badges for the “OG”s (the original SUMO gurus who contributed from 2007-2009). And adding our SUMO badges to the Mozilla Open Badges Backpack.

Got some ideas for future SUMO badges? Please add them to the future SUMO badge etherpad.

Want to be help lead the future of SUMO badges? I am looking for somebody to be a “co-driver”. All you need to do is read up about Open Badges and be passionate about them and be willing to work with me for about five hours a week (usually far less than five hours!). If you are interested email rtanglao AT mozilla.com

UPDATE: A big thanks to all who made SUMO open badges happen: Yvan for the awesome badge designs; Ricky and Will of the superb SUMO-DEV team for the SUMO badge code; Les for the excellent Django Badger code; splendid SUMO colleagues: Ibai, Rosana, Madalina, Kadir and Michael for feedback and guidance; Carla, Emily and Sunny of the Mozilla Foundation badges team for great Open Badges mentoring and ongoing badge system design advice; David of the community team for building the community of open badges within Mozilla and most importantly all those who contribute to support at mozilla!

Gravatar for Avatar

Kadir Topal

For a long time we have had small avatars on SUMO, but with the shiny new profile pages they look out of place. So we are going to support bigger avatars soon. But there is a twist: We won’t just increase the size of the avatars, we are switching to Gravatar instead. Gravatar is used by large number of online services including mozillians.org. This means that you don’t have to manage your avatar on SUMO separately unless you really want to. You can just upload an image once on Gravatar and have it show up on all kinds of webservices you are using.

Now, what does this change mean for you?

  1. If you are a new user and have a Gravatar account already, we’ll automatically use that when you create a new account on SUMO
  2. If you are a new user and don’t have a Gravatar account yet, you’ll get the default avatar as always and you can change your Avatar by going to the Gravatar page (linked from your profile on SUMO)
  3. If you are an existing user with a Gravatar account, we’ll replace the avatar you have here with the one in your Gravatar account.
  4. If you are an existing user without a Gravatar account nothing is changing for you. But if you want to change your Avatar later on, you’ll be linked to Gravatar.

If you don’t want your standard Gravatar image to be shown on SUMO, you can change your email address on SUMO. You don’t have to actually use a different email account. Just append “+SUMO” to it. So if my mail address is atopal@example.com it would become atopal+SUMO@example.com. This way you still get your email to atopal@example.com, but Gravatar won’t show the image here that you have set for atopal@example.com

This is now live on our staging server: http://support.allizom.org Please give it a try and let me know what you think. You can also comment directly in the bug for this: https://bugzilla.mozilla.org/show_bug.cgi?id=918854

What’s up with SUMO – Sept. 16

Verdi

Big things this week

  • Notes and video from this SUMO meeting.
  • We’ll investigate adding these meetings to AirMozilla and, for next week, let’s see how many people we can get to join and participate in this meeting on video.
  • We should be able to start testing Persona on SUMO this Thursday.
  • Be sure to watch the meeting video for Madalina and Kadir’s presentation about the support forum (starts at 27:35).
  • Contributors of the week: ideato, philipp, Jscher2000, feer56, Noah_SUMO, waka_flocka_flame, john99 and yalam96.
  • Current SUMO development sprint – 2013.18.
  • Next SUMO meeting – Monday, Sept. 23rd (call in details & meeting notes) at 9:00 am PDT. Please add your comments, questions and updates to the wiki. You can also participate in #sumo during the meeting. We’re going to record and post a video of the meeting.

Thursday, September 12th, is SUMO Day!

Madalina

It’s Thursday so it’s the perfect time to organize a new SUMO day! We are answering questions in the support forum and helping each other in #sumo on IRC from 9am to 5pm PST (UTC -8) today.

Join us, create an account and then take some time today to help with unanswered questions. Please check the etherpad for additional tips. We have been experiencing quite a high number of questions in the last few days. Our goal this Thursday is to respond to each and ever one of them, so please try to answer as many questions as you can throughout the day.

Happy SUMO Day!

What’s up with SUMO – Sept. 9

Verdi

Big things this week

  • Notes and video from this SUMO meeting.
  • Persona login is coming to SUMO.
  • Kudos to locales with 100% localization of the top articles – cs, es, nl, ru, it, ja, ko, pt-BR, zh-TW, sl.
  • We now have separate metrics for localized forums. Check Contributor Tools > Support Forum Metrics.
  • Contributors of the week: Russian localizers- Alexander (unghost), Gryllida and Harry. Also, Noah for great investigative work in the forums.
  • Current SUMO development sprint – 2013.18.
  • Next SUMO meeting – Monday, Sept. 16th (call in details & meeting notes) at 9:00 am PDT. Please add your comments, questions and updates to the wiki. You can also participate in #sumo during the meeting. We’re going to record and post a video of the meeting.

Community leadership at SUMO made easy!

Rosana

We’re thrilled to announce that we have some new amazing features to make community leadership at SUMO much easier. We are making contributions at SUMO more transparent and with our new metrics it’s very easy to understand what your community is doing and how you can have an impact.

We want to make it easy to understand how the local communities are working so that:

  • it’s easier for new contributors to spot the right contacts and get started.
  • contributors can coordinate the work, assign rights and share the work load
  • we can show everyone how wonderful our contributors are and how much they contribute to nurturing the open web

So if you’re interested in doing community building for your locale here’s our magic toolkit:

The starting point is your locale dashboard*, where you will find the menu on the left side:

Screen Shot 2013-08-22 at 7.18.42 PM

Locale metrics

You can track the localization coverage over time and feel proud of the impact you’re having on all the users in your locale!

Screen Shot 2013-08-22 at 4.31.15 PM

Also you will be able to see how many contributors have been active over time, so you know how strong  the community is. If you want to know who has been active you can check the “Localization team” site.

Screen Shot 2013-08-22 at 4.31.29 PM

Localization team:

Here you will be able to see who are the locale leaders and the reviewers. Also you will be able to see the active users in the past 90 days. This will help new contributors find the localizers they need to contact if they want to get started. And active localizers will be able to see who is active to coordinate better. It’s much easier to do community building, share the work load and make friends : )

Screen Shot 2013-08-22 at 7.26.42 PM

Something very cool about this page is that the locale leaders are now able to add locale reviewers. It means that the locale leader has all the rights to turn editors into reviewers, without needing an admin. We want to give communities all the tools to be able to do community organization and building on their own.

Recent revisions

Finally, we added the recent revisions to that menu, so that contributors can quickly access this feature that let’s you see the last reviews in that locale. You will be able to see the last activity and who was active. Pretty amazing to understand how the locale is working!

Profiles

We also have been displaying the contributions on the user profile. So if you want to see what you or other contributors have contributed to SUMO, just go to their user profile and see their answers in the forum and the documents they have contributed to.

Tell us what you think and what you need!

Let us know what you think about these new features and if you have some other ideas. We want to empower every contributor to be a community leader.

* You can reach your locale dashboard using this link with your ISO language code: https://support.mozilla.org/[ISO language code]/localization, for example Spanish: https://support.mozilla.org/es/localization