SUMO Show & Tell: How I Got Involved With Mozilla

Hey SUMO Nation!

London Work Week 2016During the Work Week in London we had the utmost pleasure of hanging out with some of you (we’re still a bit sad about not everyone making it… and that we couldn’t organize a meetup for everyone contributing to everything around Mozilla).

Among the numerous sessions, working groups, presentations, and demos we also had a SUMO Show & Tell – a story-telling session where everyone could showcase one cool thing they think everyone should know about.

I have asked those who presented to help me share their awesome stories with everyone else – and here you go, with the second one presented by Andrew, a jack-of-all-trades and Bugzilla tamer.

Take a look below and relive the origin story of a great Mozillian – someone just like you!

WhistlerIt all started… with an issue that I had with Firefox on my desktop computer running Windows XP, back in 2011. Firefox wouldn’t stop crashing! I then discovered the support site for Firefox. There I found help with my issue through support articles, and at the same time, I was also intrigued by the ability to help other users through the very same site as well.

As I looked into the available opportunities to contribute to the support team, I landed upon live chat. Live chat was a 1-on-1 chat to help out users with the issues they had. Unfortunately, after I joined the team, the live chat was placed on a hiatus. It was recommended that I move on to the forums and knowledge base, because rather than just helping one user and only them benefiting, on the forums I could help many more people through a single suggestion. For some, this floated well and with others it didn’t, because we weren’t taking care of the user personally (like on the chat).

It definitely took some time for me to adjust to this new setting, as things were (and are) handled differently on the forum and on the knowledge base. Users on the forum sometimes do respond immediately, but most of the time they respond later, and some actually don’t respond at all. This is one of the differences between helping out through live chat and through the forums.

The knowledge base on the other hand, can be really complex. There is markup being used to present text in a different way to different users. We must be as clear and precise as possible when writing the article, since although we may know really well what we are talking about, the article reader (usually a user in need of helpful information) may not. It is definitely challenging for some Mozillians to get involved with writing, but once you do, you get the hang of it and truly enjoy it.

From there on, I kept contributing to the forum and knowledge base, but I also went to find out how I could contribute to other areas of Mozilla. I landed upon triaging bugs within Mozilla sites thanks to the help of Liz Henry and Tyler Downer. Furthermore, as Firefox OS rolled out, I started to provide support to the users, write more articles and file bugs in regards to the OS.

As things moved forward so did life – at the moment I am contributing through the Social Support team. Contributing through Social helps our users on social media realise that we are listening to them and that their comments and woes are not falling on deaf ears. We respond to all types of concerns, be they praises or complaints. Helping users on Twitter while being restricted to 140 characters is difficult, whereas on Facebook we can provide a more detailed explanation and response. With Social Support, a single response from us sometimes reaches only a single person – other times it can reach thousands through re-sharing.

Social media makes it easy to identify issues, crises, and hot topics – it is where people nowadays now go to seek assistance, rant, and share their experiences. Also, as posts and tweets can spread easily on social media, it is a double-edged sword: if something positive is spreading, we hope it spreads more. However, if something negative is spreading, we must contain it, identify, and address the root cause of the issue. The bottom line is: we must help our users while keeping everything in the balance and being constantly vigilant.

TorontoIn 2013, I was very thankful that I was able to attend the Summit that was held in 3 places across the world. I was invited to Toronto, where I held a session called “What does ‘Mozillian’ mean?” In that session, we defined what the term “Mozillian” meant, who was included, not included, and what roles and capabilities were necessary to classify an individual to be a Mozillian. At the end of the session, we touched base via email to finalize our thoughts and gather the necessary information to pass along to others. Although we made some progress, defining who a Mozillian is, who can (or can’t) be one, and setting a specific criteria is somewhat impossible. We must be accepting of those who come and go, those with different backgrounds, personal preferences regarding getting things done, and (sometimes highly) different opinions. All that said, we are a huge family – a huge Mozilla family.

Thank you Andrew for sharing your story with us. I personally appreciate your relaxed and flexible perspective on (sometimes inevitable) changes and challenges we all face when trying to make Mozilla work for the users of the web.

Here’s to many more great chances for you to rock the (helpful, but not only) web with Mozilla and others!

What’s Up with SUMO – 21st July

Hello, SUMO Nation!

Chances are you have noticed that we had some weird temporal issues, possibly caused by a glitch in the spacetime continuum. I don’t think we can pin the blame on the latest incarnation of Dr Who, but you never know… Let’s see what the past of the future brings then, shall we?

Welcome, new contributors!

If you just joined us, don’t hesitate – come over and say “hi” in the forums!

Contributors of the week

Don’t forget that if you are new to SUMO and someone helped you get started in a nice way you can nominate them for the Buddy of the Month!

Most recent SUMO Community meeting

The next SUMO Community meeting

  • …is happening on the 27th of July!
  • If you want to add a discussion topic to the upcoming meeting agenda:
    • Start a thread in the Community Forums, so that everyone in the community can see what will be discussed and voice their opinion here before Wednesday (this will make it easier to have an efficient meeting).
    • Please do so as soon as you can before the meeting, so that people have time to read, think, and reply (and also add it to the agenda).
    • If you can, please attend the meeting in person (or via IRC), so we can follow up on your discussion topic during the meeting with your feedback.

Community

Social

Support Forum

Knowledge Base & L10n

  • If you’re an active localizer in one of the top 20+ locales, expect a list of high priority articles coming your way within the next 24 hours. Please make sure that they are localized as soon as possible – our users rely on your awesomeness!
  • Final reminder: remember the discussion about the frequency & necessity of KB updates and l10n notifications? We’re trying to address this for KB editors and localizers alike. Give us your feedback!
  • Reminder: L10n hackathons everywhere! Find your people and get organized! If you have questions about joining, contact your global locale team.

Firefox

  • for Android
    • Version 48 is still on track – release in early August.
  • for Desktop
    • Version 48 is still on track – release in early August.

Now that we’re safely out of the dangerous vortex of a spacetime continuum loop, I can only wish you a great weekend. Take it easy and keep rocking the helpful web!

What’s Up with SUMO – 14th July

Hello, SUMO Nation!

How have you been doing in July? Hopefully you’re getting some well deserved holidaying/AFK-ing done. I keep hearing chasing imaginary monsters around is fashionable nowadays… Any trainers out there?

Welcome, new contributors!

If you just joined us, don’t hesitate – come over and say “hi” in the forums!

Contributors of the week

Don’t forget that if you are new to SUMO and someone helped you get started in a nice way you can nominate them for the Buddy of the Month!

Most recent SUMO Community meeting

The next SUMO Community meeting

  • …is happening on the 20th of July!
  • If you want to add a discussion topic to the upcoming meeting agenda:
    • Start a thread in the Community Forums, so that everyone in the community can see what will be discussed and voice their opinion here before Wednesday (this will make it easier to have an efficient meeting).
    • Please do so as soon as you can before the meeting, so that people have time to read, think, and reply (and also add it to the agenda).
    • If you can, please attend the meeting in person (or via IRC), so we can follow up on your discussion topic during the meeting with your feedback.

Community

Social

Support Forum

Knowledge Base & L10n

Firefox

  • for Android
    • Version 48 is still on track – release in early August.
  • for Desktop
    • Version 48 is still on track – release in early August.

Ah, yes… nearly forgot about this – congratulations to Portugal and their supporters for winning the Euro this year. So, what will keep you busy and excited in the coming week(s)? Let us know in the comments!

Firefox 47 Support Release Report

Firefox 47 Release and Firefox iOS 4.0

In London, Mozlondon, we had a session on creating a SUMO Release Report a few weeks after major updates to Mozilla products. This post will be the first to include testimonials from users and submissions from users in the community to make it unique to SUMO. With the intention to highlight all of the work that the community comes to accomplish together, the user testimonials, feedback, copious issues found, brought to attention and solved, knowledge base articles created, and collaborated on, as well as article translations to so many languages and organized social media this report shows how much we need your help. Core Community Members and new ones are equally as important.  We have highlighted the issues that were and are actively being tracked down to improve Firefox and other Mozilla products.

We have lots of ways to contribute, from Support to Social to PR, the ways you can help shape our communications program and tell the world about Mozilla are endless. For more information: [https://goo.gl/NwxLJF]

Customer Kudos to the SUMO community

1104 users said “thank you” out of the 7300 answers during this time.

We cannot include all of the thank yous that were received, however these are many of the community members that also received thank yous from Firefox users. Shout outs to Fred, cor-el, Seburo, philipp, Matt, Zenos, Scribe, jscher2000, James, Wayne Mary, Chris Ilias, Christ1, the-edmeister, Tonnes, Toad-Hall. They all received direct thank yous from users and their solved issues.

Feedback and community highlights

Knowledge Base

Article Voted “helpful” (English/US only) Global views Constructive User Feedback
Desktop

(June 7 – June 30)

Allow Firefox to load multiple tabs in the background 71-76% 5340 “Why do you think it is a good idea to confuse existing users with taking away the options they once had? Why change the options that they choose to set? I am mildly upset”
Pages appear tiny when I print or view them in Print Preview 51-62% 3281 “Still having an issue.”
“My print_paper_height and _width settings appear in millimeters even though the paper being used is set to 8.5 x 11 inches. Margin settings still appear in inches”
“Prints half size in width. Followed instructions exactly”
“page goes from very small when printing to very large font when using email”
“actually my log in page is about the size of a dollar bill…..I cant see it because it is so small I can go to Internet Explorer and I have NO PROBLEM but firefox another story”
Firefox support has ended for OS X 10.6, 10.7 and 10.8 57-83% 3222
Watch DRM content on Firefox 66-70% 209049 “never had a problem watching videos on amazon prime till you people came up with this explanation that to non tech people is just jibberish”
“all of a sudden not work to stream toytube or netfilx”
“Has no mention of whether Linux will have Widevine support in the future. This seems odd given that Google Chrome already has that support built-in.”
Android

(June 7 – June 30)

Turn off web fonts in Firefox for Android 100% 340 none
What’s new in Firefox for Android 8 none
Firefox Marketplace Apps Stop Working on Firefox 47+ for Android 71-95% 26612 none
iOS
What’s new in Firefox for iOS (version 4.0) 60-87% 1,618,561 None
Add Firefox to the Today view on your iOS device 75-85% 18,071 None
Certificate warnings in Firefox for iOS 72-76% 2,751 none

**No articles were linked from major publications (via Google Analytics.) but if you see any in your region, please mention them.

Localization

Article Top 10 locale coverage Top 20 locale coverage
Desktop (June 7 – June 30)
Allow Firefox to load multiple tabs in the background 100% 66.6%
Pages appear tiny when I print or view them in Print Preview 100% 66.6%
Firefox support has ended for OS X 10.6, 10.7 and 10.8 40% 23.8%
Watch DRM content on Firefox 100% 80%
Android (June 7 – June 30)
Turn off web fonts in Firefox for Android 100% 66.6%
What’s new in Firefox for Android 60% 33%
Firefox Marketplace Apps Stop Working on Firefox 47+ for Android 100% 57%

Support Forum Threads

One of the major impacted issues during the first three weeks of the release was an increase in reports to fake updates and malware from those updates. Many of them were reported and still be investigated.

Not solved top viewed threads – GA

In this spreadsheet: https://docs.google.com/spreadsheets/d/1YjeyJs-VrofC0qMkf5uv5DUtJzsZjrfopEBarZ-ePTI/edit#gid=1219676230

Bugs Created from Forum threads – SUMO Community

Bugs mentioned

Social Support Highlights

Brought to you by Sprinklr

Total contributors in program

In this time we had a total of 14 of you login and participate in the Firefox 47 release.

New users added in period of the report

Welcome Magno, Daniella, Luis, and TheoC to the team you were very active these past three weeks and thank you for supporting Mozilla Open Source users on Facebook and Twitter on the Sprinklr tool.

Top 5 Contributors

User Number of Replies
Andrew Truong 56
Noah Y 24
Jhonatas Rodrigues Machado 12
Alex_Mayorga 6
Magno Reis 4

Number of Replies: 111

Trending issues in Sprinklr

Outbound top engagement:

Each Facebook outbound post reached one person for support, the two major engagements overlapped with Code Emoji and the plane,

Top Twitter Posts

This version we removed the tag summary and are currently working on items that translate to more specific categories. Not working will be removed and more will be added. However taking a deep dive in the top categories for outbound messages to Mozilla Open Source product users this what we found.

  • “Not working” is associated with these suggested troubleshooting steps and categories: antivirus was mentioned 3 times, malware  was mentioned once, trying a Firefox Refresh 1, hanging 1, Trying Safe mode 1, and Kaspersky 1, changing a Firefox setting was mentioned once, and a more complicated website issue was asked to troubleshoot in the forums. This can be concluded to be some of the most common troubleshooting steps for Firefox for Desktop described here: http://mzl.la/16zLrEU
  • “Crashes” is associated with outbound troubleshooting that  say check out how to ttp://mzl.la/14A6XM2 or go to the support forum 50/50 of the time.
  • “Video” tags were the third top category and basic troubleshooting were to clear the cache, asks if the website is the issue and suggests html5.

What’s Up with SUMO – 7th July

Hello, SUMO Nation!

Welcome to the hot-hot-hot July! Wherever you are, remember – don’t melt! It’s a bit hard to achieve that over here (air conditioning only gets you so far), so I hope you’ll have an easier challenge on your side. Speaking of hotness – here are the red-hot-

Welcome, new contributors!

If you just joined us, don’t hesitate – come over and say “hi” in the forums!

Contributors of the week

Don’t forget that if you are new to SUMO and someone helped you get started in a nice way you can nominate them for the Buddy of the Month!

Most recent SUMO Community meeting

The next SUMO Community meeting

  • …is happening on the 13th of July!
  • If you want to add a discussion topic to the upcoming meeting agenda:
    • Start a thread in the Community Forums, so that everyone in the community can see what will be discussed and voice their opinion here before Wednesday (this will make it easier to have an efficient meeting).
    • Please do so as soon as you can before the meeting, so that people have time to read, think, and reply (and also add it to the agenda).
    • If you can, please attend the meeting in person (or via IRC), so we can follow up on your discussion topic during the meeting with your feedback.

Community

Social

Support Forum

Firefox

  • for Android
    • Version 48 is still on track for release on August 2nd.

So… Are you still following the Euro 2016 cup games? Are you watching cool movies? Know some great music that you think we should all know about? Tell us in our forums!