What’s Up with SUMO – 18th August

Hello, SUMO Nation!

It’s good to be back and know you’re reading these words :-) A lot more happening this week (have you heard about Activate Mozilla?), so go through the updates if you have not attended all our meetings – and do let us know if there’s anything else you want to see in the blog posts – in the comments!

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 24th of August!
  • 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

  • The SUMO Firefox 48 Release Report is open for feedback: please add your links, tweets, bugs, threads and anything else that you would like to have highlighted in the report.
  • More details about the audit for the Support Forum:
    • The audit will only be happening this week and next
    • It will determine the forum contents that will be kept and/or refreshed
    • The Get Involved page will be rewritten and designed as it goes through a “Think-Feel-do” exercis.
    • Please take a few minutes this week to read through the document and make a comment or edit.
    • One of the main questions is “what are the things that we cannot live without in the new forum?” – if you have an answer, write more in the thread!
  • Join Rachel in the SUMO Vidyo room on Friday between noon and 14:00 PST for answering forum threads and general hanging out!

Knowledge Base & L10n

Firefox

  • for Android
    • Version 49 will not have many features, but will include bug and security fixes.
  • for iOS
    • Version 49 will not have many features, but will include bug and security fixes.

… and that’s it for now, fellow Mozillians! We hope you’re looking forward to a great weekend and we hope to see you soon – online or offline! Keep rocking the helpful web!

What’s Up with SUMO – 11th August

Hello, SUMO Nation!

How have you been? We missed you! Some of you have gone on holidays and already came back (to the inaudible – but huge – relief of the hundreds of users who ask questions in the forums and the millions of visitors who read the Knowledge Base). Let’s move on to the updates, shall we?

Welcome, new contributors!

  • … who seem to be enjoying summer away from computers… The way they should! So, no major greeting party for anyone this week, since you’ve been fairly quiet… But, 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 17th of August!
  • 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 Desktop
    • …or the Desktop side…

…what a quiet ending to this post, I hope you did not fall asleep. Then again, a siesta on a hot summer day is the best thing ever, trust me :-). Keep rocking (quietly, at least in the summer) the helpful web!

What’s Up with SUMO – 4th August

Hello, SUMO Nation!

August, the most venerable and majestic of months, is here. How are you doing? This is the release week, and we have also a few pieces of new to release, for your reading pleasure :-)

Welcome, new contributors!

  • …it’s the summer holidays, so we’re actually VERY happy that a lot of people decided to spend a bit of time away from the keyboards… The warmer the welcome for…
  • farmanp!

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 10th of August!
  • 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

  • On Friday at 12:00 PST we will have a live video session of forum question troubleshooting in the SUMO room and IRc channel – we will be there for 2 hours and you are welcome to join via IRC or Vidyo – as usual – see you there!
  • Please be on the look out for e10s questions! There are users who received Electrolysis with the latest update, and their profile will have this preference set to “true”: browser.tabs.remote.force-enable
  • A request to all the new contributors joining this week: please come say “hello” in the Introduce yourself thread and on IRC at any time. Just ping anyone with an ops account in IRC
  • Expect to see some new moderators later this week in the forums – say “hello!” – more on this coming your way next week.
  • FINAL IMPORTANT REMINDER! Please report any fake firefox-update malware in this thread, the more evidence is found, the closer we get to solving this issue. What can you do?
    • Provide URLs and copies of the fake file to antivirus partners to add it to their blocks.
    • Report the web forgeries through the Google URL forgery reporting tool
    • Looking for an ad server source is the key to success here (if there is one core source of this issue)

Knowledge Base & L10n

Firefox

  • for iOS
    • No big new from the fruity front. Stay tuned for updates later on!

This being the release week, you may want to read about the new improvements in more detail. Good times ahead!

Keep rocking the helpful web, SUMO Nation… and make the most of the final weeks of summer! Party on!

What’s Up with SUMO – 28th July

Hello, SUMO Nation!

July’s almost over… but our updates are not, obviously :-) How have you been? Are you melting in the shade or freezing in the sun? Maybe both? ;-) Here are the hotte… no, wait, the coolest news on the web, for your eyes only!

Welcome, new contributors!

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

Contributors of the week

We salute you!

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 3rd of August!
  • 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 Desktop
    • Version 48 coming August 2nd.

Thus, between a Firefox for iOS and a Firefox for Desktop and Android released into the wild wide web – that’s a lot of heat! Now I know why it’s so easy to sweat nowadays. Well, maybe there will be some relief in the weeks between releases ;-) Winter is coming! Slowly, but surely…

Keep rocking the helpful web, SUMO Nation!

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!