Helping users with the top crashes
Helping users troubleshoot crashes has always been a hard thing to document in the knowledge base. We try to help the user better define the circumstances of their crash, then … Read more
Articles in “Contributor News”
Live Chat on Firefox 3.5 Launch Day
During the Firefox 3.5 launch, the Mozilla Support community opened Live Chat extra hours to help people experiencing problems after the release. In all, we were able to answer over … Read more
Updating the Firefox Manual for 3.5
Back in May, we came together and worked on a user manual for Firefox as part of the FLOSS Manuals Project, an open-source book publishing project. It was a huge … Read more
Measuring the success of the knowledge base
In March, I posted about using article feedback to improve knowledge base articles and the importance of making knowledge base articles easy to read; but those are specific areas that … Read more
How our wiki is different
To say that the SUMO knowledge base is just a wiki really doesn’t do it justice. While it’s very easy to start contributing to the knowledge base and simply assume … Read more
Firefox 3.5 Support knowledge base status update – Screenshots
Firefox 3.5 Release Candidate 2 has been released, which means that you can now start updating screenshots in the knowledge base for Firefox 3.5! As a quick reminder, here are … Read more
Permission levels on SUMO
One issue that sometimes confuses Knowledge Base contributors is knowing what levels of permission each user group on SUMO has. For instance, someone may be able to edit one category … Read more
SUMO 1.1 – Screencasts are here!
Last week, the fixes for SUMO 1.1 were applied to support.mozilla.com. The big news: SUMO now supports screencasts! A screencast is a video recording of a computer screen. In the … Read more
Support Firefox Day — new date: June 25th 2009, 10 AM PDT
With Firefox 3.5 rolling off the presses, it’s time for the long-awaited Support Firefox Day. We’re planning on having the event June 25th at 10 AM PDT (1 PM EDT). … Read more