Minutes of Weekly Meeting 2008-03-24

Attendees: djst, cilias, np, Lucy, nkoth, Collin1000, zzxc, Cww

Sumo

• Weekly metrics [1]
  • Firefox 3 is now #1 search term on SUMO
  • Need an Upgrading to Firefox 3 article that explains that fx3 is not a released product, how to upgrade, and where to find more information. Sort of like a portal page
• 0.6 milestone status (in-product help) [2]
  • First stab of product help landing page [3]
  • Need to finalize on content there before b5
• Decide day for SUMO day
  • Friday, April 11th
  • Initial list of required preparations in the newsgroup [4]

Knowledge Base

• Quiet week
• Bugzilla: New article requests: 2 [5][6] , Article bugs fixed: 0
  • Really? What about Configuring Norton 360 and Using Firefox for Windows Update? – np
• L10n updates for locale leaders will now take place on mozilla.dev.l10n.web.
  • No notification of new translations [7]
• Going to call for new firewall articles for upcoming Firefox 2.0.0.13 release. [8]
  • Will ping trolly about EnumProcess progress [9] – np
• Version info add to Using SHOWFOR

Forums

• Contributors
  • New contributor: jscher2000, about 50 posts this week
  • 3 contributors (Quarantine, Bo, cor-el) at around 3000 total posts each!
  • Quality of service seems good, but looking to get more contributors to prevent burn-out among “ultra-helpers”.
    • Mix up Live Chat and forum helpers is probably a good idea
• Stats
  • Number of threads down again, but still about the same as it’s been for the past month.
  • Will run scraper to see if adding Tb to “Ask a question” page was effective. If so, will consider adding Safe Mode or “Can’t connect after upgrade” to it.
• Software
  • Some useful fixes coming down the pipe, like “list of threads I posted in”.
  • Some bugs that would make others easier to do coming too.
  • Performance a big issue, probably the #1 complaint right now [10]
    • Will the other performance fixes help load times for people logged in and user the forum?

Live Chat

• Several new accounts this week, will see if any turn out to stick around
• Figured out high no-answer rate
  • Bug in software means queue time-out is stuck at 4 min
  • Contacted Jive, making it high priority
  • Users waiting in the queue are currently informed about the issue. Might need to work on the wording to make it less technical, but should definitely inform users that they should reconnect if they’ve waited for 4 minutes
  • Or, they could use the forum instead, since 4 minutes waiting could mean we’re overloaded.
    • Waiting message should include info about the forum to help distribute the load and inform users about the alternatives
• Configured transcripts – users can now get a copy of the chat emailed to them
• Added “Did you know?” module to Live Chat pages with links to live chat helping page as well as contributor home page