Firefox services experiments on SUMO

Over the last week or so, we’ve been promoting Firefox services on support.mozilla.org.

In this experiment, which we’re running for the next two weeks, we are promoting the free services Sync, Send and Monitor. These services fit perfectly into our mission: to help people create take control of their online lives.

  • Firefox Sync allows Firefox users to instantly share preferences, bookmarks, history, passwords, open tabs and add-ons to other devices.
  • Firefox Send is a free encrypted file transfer service that allows people to safely share files from any browser.
  • Firefox Monitor allows you to check your email address against known data breaches across the globe. Optionally you can sign up to receive a full report of past breaches and new breach alerts.

The promotions are minimal and intended to not distract people from getting help with Firefox. So why promote anything at all on a support website when people are there to get help? People visit the support site when they have a problem, sure. But just as many are there to learn. Of the top articles that brought Firefox users to support.mozilla.org in the past month, half were about setting up Firefox and understanding its features.

This experiment is about understanding whether Firefox users on the support site can discover our connected services and find value in them. We are also monitoring whether the promotions are too distracting or interfere with the mission of support.mozilla.org. This experiment is about understanding whether Firefox users on the support site can discover our connected services and find value in them. We are also monitoring whether the promotions are too distracting or interfere with the mission of support.mozilla.org. In the meantime, if you find issues with the content please report it.

The test will run for the next two weeks and we will report back here and in our weekly SUMO meeting on the results and next steps.

SUMO A/B Experiments

This year the SUMO team is focused on learning what to improve on our site. As part of that, we spent January setting support.mozilla.org up for A/B testing and last week we ran our first test!

The goal of the test was to run a series of experiments on individual Knowledge Base articles to:

  • Improve navigation from KB article to KB article (in-article suggestions)
  • Improve design of KB articles to ensure users better understand content and can engage with content faster

The two tests we are running are trying a bunch of different things, such as screengrabs, video clips, highlights, better feedback options on articles, and better navigation.

Version A: Breadcrumbs

  • Screengrabs
  • Ratings at different parts of the page
  • Highlights
  • On both experiments we have a section of related articles at the bottom.

 

 

A breadcrumb menu should make it clearer to users where they are.

 

 

 

 

Feedback points through up/down icons with a follow up question to understand to allow for more feedback.

 

 

 

 

Highlights in the text to help the user see the important areas.

 

Version B: Hamburger menu – Categories

  • One rating at the end of the page
  • No highlights in text
  • On both experiments we have a section of related articles at the bottom.

 

Hamburger menu to allow for users to focus on the content not the menu.

 

 

 

 

Drop down to see wider menu.

 

 

 

The test will run for the next 2-3 weeks and we will report back on here and our weekly SUMO meeting on the results and next steps.

The test is currently serving for 50% of visitors and you can ‘maybe’ see the tests by going here or here.

SUMO staff team

[Important] Changes to the SUMO staff team

TL;DR

  • Social Community Manager changes: Konstantina and Kiki will be taking over Social Community Management. As of today, Rachel has left Mozilla as an employee.
  • L10n/KB Community Manager changes: Ruben will be taking over Community Management for KB translations. As of today, Michal has left Mozilla as an employee.
  • SUMO community call to introduce Konstantina, Kiki and Ruben on the 24th of January at 9 am PST.
  • If you have questions or concerns please join the conversation on the SUMO forums or the SUMO discourse

Today we’d like to announce some changes to the SUMO staff team. Rachel McGuigan and Michał Dziewoński will be leaving Mozilla.

Rachel and Michal have been crucial to our efforts of creating and running SUMO for many years. Rachel first showed great talent with her work on FxOS support. Her drive with our social support team have been crucial to the support of Firefox releases. Michal’s drive and passion for languages have ensured SUMO KB has a fantastic coverage of languages and that support to use the free, open browser that is Firefox, is available for more people. We wish Rachel and Michal all the best on their next adventure and thank them for their contributions to Mozilla.

With these changes, we will be thinking about how best to organize the SUMO team. Rest assured, we will continue investing in community management and will be growing the overall size of the SUMO team throughout 2019.

In the meantime Konstantina, Kiki and Ruben will be stepping in temporarily while we seek to backfill these roles to help us ensure we still have full focus on our work and continue working on our projects with you all.

We are confident in the positive future of SUMO in Mozilla, and we remain excited about the many new products and platforms we will introduce support for.  We have an incredible opportunity in front of us to continue delivering huge impact for Mozilla in 2019 and are looking forward to making this real with all of you.

Keep rocking the helpful web!

Support Localization – Top 50 Sprint and More

Hello, current and future Mozillians!

I hope you can still remember that last month we kicked off a “Top 20 Sprint” for several locales available on the Support site. You can read more about the reasons behind it here and the way it had been going here.

In September, the goal has been extended to include a wider batch of articles that quality into the “Top 50” – that is, the 50 most popular Knowledge Base articles globally. You can see their list on this dashboard: https://support.mozilla.org/en-US/contributors/kb-overview

I wanted to share with you the progress our community has made over the last weeks and call out those who have contributed towards Mozilla’s broader linguistic coverage of support content, making all the possible versions of Firefox easier to use for millions of international users.

Arabic

After the impressive 1st milestone rush by Ahmad, the torch has been picked up by FFus3r, who has been working for the last few weeks on adding new and updated versions of Knowledge Base articles through the Arabic dashboard. شكرا لكم!

Bengali

Another case of passing the work on successfully, this time for Bengali localizers. We’ve had Nazir working hard on the Top 20 articles at first in August, and now we have S M Sarwar Nobin leading the charge in September. I also hear there’s an event for the Bengali community happening soon, so stay tuned for more details from that side of the world :)

Bosnian

Bosnian localizers have been quiet for a while now, so I hope we can hear from kicin again soon, as there is still time to add more content in that locale to our Knowledge Base.

Gujarati

Similarly to Bosnian, there’s not a lot of action taking place in the Gujarati part of the Knowledge Base, but hopefully we can see the localizers rally once more to reach the Top 50 goal soon.

Hindi

Hindi localizers have continued to contribute to the Knowledge Base, but with slightly diminished contributions, there’s still space for more contributions! If you know Hindi and want to join forces with Mahtab and Ritesh Raj, now is the time!

Tamil

It seems that the Tamil side of the Knowledge Base will have to wait for better days and more contributors with energy and time to spare. Here’s to hoping we can see that happen soon!

Telugu

To finish off the sprint part for the “magnificent 7” locales that responded postively to my summer call to action on a high note, I am happy to report that చిలాబు, sandeep, and Dinesh have continued improving the Knowledge Base with their translations and are well on the way of hitting the Top 50 articles if they keep up. ధన్యవాదాలు!

More news from all localizers of the above locales soon… While we wrap up September and move into October.

In the meantime, many other contributors have kept their parts of the Knowledge Base busy and updated… I would like to call out a few of them and thank them on behalf of the millions of users benefiting from their shared enthusiasm and knowledge.

The Czech team of soucet and Michal Stanke keep churning out update after update. Same goes for the Danish tag team of Joergen and Kim Ludvigsen. The unstoppable Artist makes most of the German Knowledge Base possible, together with graba.

Greek Firefox users have a lot to thank Jim Spentzos for, while those who prefer to use Spanish while browsing our site can enjoy high quality content coming from Ángela Velo (with us since 2012!). Jarmo is still looking for more people to help out with Finnish, but that does not stop him from contributing additional translations. The French language is proudly (and efficiently) supported by Mozinet, Cécile, YD, J2m06, Goofy , and Olpouin (a recent addition to the mix there – hello!).

Hungarian localizers Meskó Balázs and Kéménczy Kálmán slowly but steadily enable and improve the Knowledge Base for users over the blue Danube, while  Underpass and Michele Rodaro do the same for users on both shored of Tiber (and way beyond).

Over in Japan, dskmori (also active in Korean!), kenyama, hamasaki, and marsf provide great content for users who seem to (on average) spend the most time on each page they visit. Georgianizator is slowly working through the (obviously) Georgian (also known as Kartuli) Knowledge Base. For Korea, Narae Kim and seulgi work together with dskmori on more updates.

Tonnes (another localization MozGiant, active in the Knowledge Base – and not only – since 2010!) makes Dutch happen, while for Polish we have TyDraniu and Teo. MozBrazilians continue supporting their huge userbase through the work ofJhonatas Rodrigues, Marcelo Ghelman, leorockbar, and wikena (another new name, hello!).
Their tireless Portuguese counterparts on the other side of the ocean are Alberto Castro, ManSil and Cláudio Esperança, while over on the other side of Europe, the Russian trio of Valery Ledovskoy, Anticisco Freeman, and Harry is echoing the hard work of other localizers in the Cyrillic script.
kusavica and marcel11 keep clarifying Firefox in their own words for Slovak users, just like Lan and Rok do for Slovenians. The Turkish language is represented and supported by Burhan Keleş, SUNR, OmTi, and Selim Şumlu.
To wrap the long list of contributors up, we have Bor, ChenYJ, wxie, Yang Hanlin and xiaolu contributing for the benefit of all our Chinese users.
Each one of the people listed above helps countless others through their contributions to the open and helpful web that Mozilla is a part of. Adding their energy and skills to the language rainbow of the web, they help keep the web beautiful in its variety of cultures represented through modern and living languages.
Thank you all and may your weekend be unforgettable! Keep rocking the helpful web!

SUMO Days Firefox 62: you are invited!

Firefox 62 SUMO Days are around the corner! In a week!

On September 5th, Firefox 62 will be updating for both Desktop and Android platforms. Please join the community for the following SUMO Days focusing on answering questions from Firefox users on Twitter and in the Support Forums:

  1. Thursday, September 6th
  2. Friday, September 7th
  3. Monday, September 10th
  4. Tuesday, September 11th
  5. Friday, September 14th.

On these days, Support contributors will be online answering questions live and hanging out. If you do not see anyone active online, please contact Rachel (username: guigs) or another Administrator or Operator in the #sumo IRC channel listed in the wiki.

There is also the two Telegram channels that are active for assignments of tweets and collaboration. You may need an account to participate, so just send a message to social Telegram group – there are guidelines on how to set up Tweetdeck for social if you would like your own workspace, or you can message guigs to add your trello account to the trello board with delegated tweets for the day.

If you do not like live chats, you can check out our forums with all the updates for both social and support forum dwellers to collaborate on: Firefox 62 SUMO Days MozWiki page

Like Twitter and we have not seen you in a while? That is OK!

Welcome back! Please say “hello”! We have some new friends answering questions, you can ask them for help on the live chat IRC channels #aoa or #sumo.

We also have updated Common Responses that you can use when replying with the #fxhelp tweet tag.

If you need a quick reminder of how things work, please use the guidelines to get started again. We can always use your help.

See you online real soon!