What’s up with SUMO – July 15

Big things this week

  • Notes and video from this SUMO meeting.
  • Firefox OS launched in Poland (yay!). When answering questions clarify if the person has the Alcatel or ZTE device.
  • Many thanks to Marek (GmbH) and the Polish forum moderators for keeping the Polish forum running smoothly before during and after the launch. And of course many thanks to the Polish localizers for their amazing work (Michal, Patrick, Marek).
  • Contributor of the week: Scoobidiver for single-handedly keeping support documentation up-to-date. He updated over 100 documents in the last 3 weeks!
  • Current SUMO development sprint – 2013.14.
  • Next SUMO meeting – Monday, Jul. 22nd (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, July 4th is SUMO Day!

It’s Thursday, it’s the 4th of July, it’s SUMO Day! If you’re in the United States you’re probably celebrating Independence Day today but we will also be answering questions in the support forum and helping each other in #sumo on IRC from 9am to 5pm PST (UTC -8).

So while you’re waiting for the barbecue to get ready, take a few minutes today to help with unanswered questions. Additional tips can be found on this etherpad. Our goal is to respond to all the questions posted on Thursday, so please try to answer as many questions as you can throughout the day. We’re there to help on #sumo if you have trouble answering any questions. And don’t forget to use the Advanced Firefox Troubleshooting forum to get help: https://support.mozilla.org/en-US/forums/support-forum-contributors.

Last SUMO Day we had 94% of the questions answered in 24 hours, a great achievement. A big THANK YOU to everybody who’s participating, we couldn’t do it without you and I’m sure we will be back to 100% questions answered in no time!

Remember, even just 20 minutes of your time can make a great difference to our users. Let’s make this a great 4th of July SUMO Day!

¡Firefox OS ya está aquí!

Today we are celebrating the launch of Firefox OS in Spain, and to thank our Spanish speaking contributors, we decided to post the update in Spanish. We will resume with the English content after it.

*****

Hoy es un gran día para la web: estamos orgullosos y emocionados de anunciar el lanzamiento global de Firefox OS.

Mozillians de todo el mundo hemos unido fuerzas para lanzar Firefox OS: una nueva plataforma móvil que abarca los valores de Mozilla y permite seguir empujando nuestra misión por una web libre.

El nuevos sistema operativo de Mozilla se merece y necesita del soporte de la comunidad, en especial de Mozilla Hispano, que ha ayudado a popularizar Firefox en el mundo hispanoparlante. SUMO y Mozilla Hispano hemos estado trabajando duro para crear todos los elementos que ayudarán a los nuevos usuarios de Firefox OS:

- Una nueva interfaz móvil para SUMO que simplifica la gran experiencia de support.mozilla.org en tu móvil.
- Más de 50 nuevos artículos que recogen las instrucciones más comunes de Firefox OS.

La  comunidad de localizadores ha realizado un gran trabajo para asegurarse qué este contenido esta disponible en Español y demás lenguas en las que Firefox OS será lanzado.

Estamos convencidos que gracias a todos los que han contribuido a SUMO y Mozilla Hispano, estamos preparados para esta nueva generacion de usuarios móviles de Mozilla. Pero esto es sólo el principio, ¡ya que es ahora cuando empieza la diversión!

FirefoxOS.2En esta nueva aventura tendremos muchos nuevos usuarios que accederan a la web, por primera vez, a través de sus teléfonos móviles. De manera similar, una larga lista de usuarios de Firefox buscarán como obtener el máximo rendimiento de sus nuevos terminales. Tal y como hemos hecho hasta ahora con Firefox y Firefox para Android, es nuestra responsabilidad ayudarles. Tenemos grandes herramientas como los foros de Mozilla Hispano y la Armada Alucinante. Es el momento de agarrar tu capa de superheroe y ayudarnos a hacer de la web móvil un lugar mejor.

¡Únete a nosotros en esta aventura!

What’s up with SUMO – July 1

Big things this week

What’s up with SUMO – June 24

Big things this week

Firefox Sentiment Reports

Hello all from the User Advocacy team! We have a special new tool to discuss today that will help us gauge the impact of each Firefox release on our amazing user base. We call this the User Sentiment Report (USR). While we’ve been working on this internally for the past couple of releases, fine tuning and tweaking the report, we are finally ready to make this report publicly available for both Desktop and Android Firefox 21!

What is a Sentiment Report?

The User Advocacy team spends a great deal of our time reading and tracking the feedback from our hundreds of millions of users via several channels (SUMO, Input, etc.). We use this feedback to find pain points, problems, and pleasures that users have with our products and then report on them to make sure our products get better and better with each release. One challenge that we have is getting the big picture of all feedback for a release, and gauging the general feeling of our users, if a release had a lot of problems for users, or if it was a very smooth one. So, the Sentiment Report was created. This report allows us to see specific releases, the general feeling of users for that release (based on the number of SUMO reports, negative pieces of input, etc.) and easily compare it to previous releases (allowing us to determine what a “Normal” release is). This report is generated at the end of every release cycle using feedback gathered since release day. The insights from this report have not been possible ever before, so we are excited to have expanded this report to Firefox for Android.

Firefox for Android Sentiment Report

While the Firefox for Desktop Sentiment Report has been ongoing for a couple of releases as we fine tuned it, we haven’t had a Firefox for Android report until this cycle. Using what we have learned from Desktop, here is the first ever Mozilla User Sentiment Report for Android!

There are a few things I’d like to highlight about the report. First is the trending topics. On input.mozilla.org we receive thousands of pieces of feedback for each release of Firefox. It is impossible to go through and read all this feedback manually. So with the help of the metrics team, we created an auto-tagger which, using a training set made by hand, will automatically tag all feedback that comes through input into roughly 20 different buckets (Crashes, websites issues, Flash issues, etc.). This allows us to watch for spikes and drops in various types of feedback and chase down anomalies when they happen. In the sentiment report, you can see the current top ten categories compared with the last 5 releases (Blue points are downward trends, Red are upwards). The numbers you see are negative input per 10 million ADI (Active Daily Installs).

Cost of Support (COS). This is an important metric. In it, we track clicks to the Help button in Firefox for Android per thousand ADI’s. The reason we watch this number is if we see a spike in Help button clicks along with a corresponding decrease in ADI’s, it is likely that there is a significant problem in that version of Firefox that is causing us to lose users. You can compare the week by week cost of Support and the overall COS for each version. Lower is obviously better (Low clicks to the help button with high ADI’s).

Most Painful Issues for Top Devices. Another awesome thing the auto-tagger lets us do is track what devices are having more issues in what categories, and lets us track these per release. So for example, we can see that the Nexus 7 was having major issues with Crashing in previous releases, but that this has consistently been trending downwards, meaning the crash work we have been doing has been paying off. Conversely we can see that the Asus TF300T had a small spike in complaints around slowness in Firefox 21, so we should begin to look into that for future releases. We can track these numbers for any device we have data on, but obviously we don’t have room to show them all in the report.

Firefox for Desktop Sentiment Report

Of course we have this report for Desktop too. Released at the same time as the Android Sentiment report, you can view the Desktop User Sentiment Report! This report tracks many of the same things that the Android report does, but with some notable exceptions.

Trending Topics. We don’t have an auto-tagger for Desktop (yet), so this category consists for topics that were automatically generated from feedback we received on this release, and then were manually curated to give the most relevant information possible.

Survey Data. We have a tool on Firefox for Desktop called Startup Snippets. Users that use the default about:home page in Firefox can see these little snippets of text under the search bar. At certain times during a release cycle we will deploy a link to a survey via these snippets to a certain sample of our users, asking for their feedback around the latest version of Firefox. We can then use this survey data to generate a star rating for Firefox (1-5 stars, with 5 being the highest).

The rest of the report is fairly self explanatory, Cost of support being the number of users who click the help button in Firefox per thousand ADI, negative input (and positive input), and the number of new support threads each week. Using all these graphs we can watch how a release fares over every week of the cycle and compare it with previous releases.

The Future

By no means are these reports in their final form. Every cycle of Firefox brings in new improvements to the User Sentiment Reports. We hope to add many new features in the future, such as tracking of Google Play data for Android, an auto-tagger for Desktop, etc. If you have feedback or ideas for these reports please feel free to contact Tyler Downer or Matt Grimes.

Of Course…

None of this would have been possible without a ton of hard work from many different people. Special thanks go to Hamilton Ulmer, Ali Almossawi, Annie Elliott, Ibai Garcia, and countless other people for their feedback and ideas.

What’s up with SUMO – June 17

Big things this week

What’s up with SUMO – June 10

Big things this week

  • Notes and video from this SUMO meeting.
  • Firefox for Android user sentiment report coming soon. We will blog about it when it’s done.
  • Firefox OS translations are going great! Thanks everyone :)
  • Contributors of the week: Uptown22 (7 solutions in one day), colbabomb (made top 25 in first week).
  • Current SUMO development sprint – 2013.12
  • Next SUMO meeting – Monday, Jun. 17th (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.

SUMO Day and SUMO bug triage day happening today!

Today is a special day! As we’re continuing our tradition of having a SUMO Day every other Thursday, we are also joining efforts with the bugmasters team to clean out SUMO bugs.

We’ll be answering questions in the support forum AND we will be helping Liz triage around 600 SUMO bugs that are currently open. You can find more details about this on the bug days wiki

Join us, create an account and then take some time on Thursday to help with unanswered questions. Please check the etherpad for additional tips.  Our goal is to respond to all the questions posted on Thursday, so please try to answer as many questions as you can throughout the day. Also please join #bugmasters channel on IRC to connect with the bugmasters team and help out with the triage.

Don’t forget: if you get stuck or a question is too tricky, we’re there to help on #sumo

Happy SUMO day and SUMO bug triage day everybody!

Sumo bug day

 

What’s up with SUMO – June 3

Big things this week

  • Notes and video from this SUMO meeting.
  • In addition to SUMO Day this Thursday, we’re going to be triaging SUMO bugs. Join us!
  • Contributors of the week: Amit, Jafar Muhammed (Jafar Muhammed) and Jayakumar Sadhasivam (iamjayakumars). Congratulations!
  • Star Trek thread.
  • Current SUMO development sprint – 2013.11
  • Next SUMO meeting – Monday, Jun. 10th (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.