What’s up with SUMO – 3rd July



Hello, SUMO Nation!

We are all (mostly) back from our recent Work Week in Whistler (also known as #mozwww on Twitter).

Whistler Work WeekSo, what happened in Whistler? We had quite a few meetings, discussions, and chats – and some fun, too! This post will walk you through all of the SUMO sessions we had, chronologically.

Before we dive a bit deeper… Huge thanks to everyone who could make it! It was great meeting you all in person and spending a few days brainstorming and talking about all things SUMO, Mozilla, and not only. We are all looking forward to getting together again, soon!

One of our meeting rooms. We had to climb up every morning!

One of our meeting rooms. We had to climb up every morning!


L10n Big and Small – We talked about what works and what doesn’t with l10n at SUMO. Some of the results of this meeting will include a “how to localize SUMO” mini-series of videos and possible improvements to gathering and displaying information about article quality in different locales.

Article Redesign Ideas – This session was all about prototypes, ideas, mock ups and the future design of the humble answer page. Updated mock ups based on everyone’s feedback should be coming your way soon.

Open Discussion – Here we talked about keeping everyone informed & involved on multiple levels, and on making contributions easier. We will be improving the way we communicate and present information we consider “obvious” (even if it’s not, especially to new contributors), among other things.

Strategic Forum Planning – A huge session full of ideas for improving the forums along the “faster, better, stronger” lines. It’s too early to summarise the long list of suggestions in a few words, but all the points raised will be triaged and incorporated into the roadmap for the support forums. I think Madalina started losing her voice somewhere around here ;-)

Prototype SUMO mascot, coming soon to a forum near you

Prototype SUMO mascot, coming soon to a forum near you

One of the many, many, many meetings of that week

One of the many, many, many meetings of that week


User Success Feedback – During this session the User Success team presented several updates around major initiatives that we took part in over the last six months. I will try to get slides for all the presentations published somewhere accessible for everyone.

Firefox iOS Council – In the eve of Firefox iOS coming to all iOS devices (soon!), we chatted about getting the community directly involved in managing the way we will provide support to all the new Firefox users (with all the issues they can bring to the table).

Ideas for KB Contributor Onboarding – How to make it easier for new contributors to get into creating and editing KB content in English? Not an easy task, but this session brought a lot of interesting approaches to the subject, which will be categorized and explored in the coming weeks.

BuddyUp – I did not (unfortunately) attend this session, but I heard that among the usual topics (how to make BuddyUp 1.0 more awesome than it already is), there were some talks about BuddyUp 2.0…

BuddyUp 2.0 prototype - also known as "SUMO by drone"

BuddyUp 2.0 prototype – also known as “SUMO by drone”

New SUMO logo, tested by a random user met in the street that we asked for help

New SUMO logo, tested by a random user met in the street that we asked for help


Regional SUMO Community Champions – We already brought this idea to the MozBalkans meetup earlier this year, and it was high time we get more feedback from some of the most involved SUMO contributors. We are closer to defining the shape and form of a “Regional SUMO Community Champion”, so more news about that in the coming weeks.

Let’s Hack Together! Get Involved & SUMO event kit – A very practical (and dynamic) session of taking a critical eye to the current Get Involved page and the pretty dusty event kit that both need a facelift and update. All planned changes will be rolling out with your help – announcements coming soon!

Firefox Desktop – Again, I was not there to witness the session in person (shame on me!), but from what I heard, Mark opened the floor up for everyone to talk about the way Firefox Desktop is present in SUMO now, and what it should look like in the future.

Firefox OS – Joni had a similar session for Firefox OS, and soon you should see more information about the latest & greatest from Mozilla’s mobile operating system around SUMO.

All the cool ideas and suggestions were brought here at the end of the Work Week

All the cool ideas and suggestions were brought here at the end of the Work Week

Prototype SUMO swag designs, coming your way soon

Prototype SUMO swag designs, coming your way soon


Community Hub – We talked about the current hub, the beta version of the new hub user list view (also for l10n) and the redesign of the contributor profile page. The designs received a lot of feedback and will be undergoing new iterations in the coming months.

Improving Answer Rate on the Support Forums – That was the last session, and while I would love to be able to summarise it… I wasn’t there! :o( Madalina will be bringing more details about the decisions for next steps taken here, alongside the huge strategic forum planning update – thank you for your patience and understanding! :-)

With each session taking at least 45 minutes (and in many cases more), all this is just the tip of the iceberg. We will be summarising all the feedback and input we received from everyone we talked to, and posting more updates on the forums (and blog) about the specific projects we want to work on with you. There’s a ton of things to do, so we hope you will be interested in working together on some of the projects!

Tired but happy!

Until then… take care and keep rocking the helpful web!


(all photos from Jayakumar’s flickr stream, used with permission – click here for all the awesomeness he captured with his camera!)

Screen sharing experiment


Hello, SUMO peeps!

A couple of months ago we have started thinking about ways of expanding the way we’re doing forum support to a more personalized experience. This crazy idea came along: how about doing live screen-sharing? With the new Firefox Hello this shouldn’t require any development efforts and it might eliminate some of the problems of asynchronous communication (such as  spending a couple of days trying several solutions until the right one is found).

The idea started to grow and after a few heated discussions we realized that we do not have all the answers and we won’t have them unless we try it. So, how about making a little experiment? We’re going to try this for a couple of months with a few selected senior contributors and admins, document what happens and then draw the conclusions. Who knows, we might be surprised!

Sounds intriguing? Here’s a video on how this might work: https://youtu.be/vZQfSQATzvI. Check it out and let us know what you think!  We also have a heated discussion happening around this on the contributors forum, join us and share your thoughts.
And if you feel like experimenting a little, do let us know :)



What’s up with SUMO – 19th June



Hello, SUMO Nation! Another Friday, another chance to update you about all things big and small happening in SUMOland.

Welcome to SUMO, Wherever You Are!

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

Contributors of the week

  • Nino for being awesome and rocking the QA world (as suggested by Hermina) – thank you!
  • Safwan for creating great solutions to complex problems for fallback locales – hats off to you, good sir :-)

Monday SUMO Community meeting

Reminder: the next SUMO Community meeting…

  • …is going to take place on Monday, 6th of July. Join us!
    • Yes, the above is not a mistake – for the next two weeks most of us will be busy or away on various adventures and missions. We’ll be back!
  • If you want to add a discussion topic to upcoming the live 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 Monday (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).

Help needed!



Support Forum

Knowledge Base


  • Have you already noticed the awesome updates from our SUMO Warriors in Bangladesh? Scroll up if you missed them!
  • L10ns, please localize this highly popular Pocket article for your locale! We need all locales, so that users around the world can understand how the feature works. Thank you!
  • Dashboard update: thanks to Rehan’s work on this bug, if no product is selected, the dashboard always shows Canned Responses for your locale. If one of the products is selected, the dashboard will only show Canned Responses if a support forum is enabled for that locale.

Firefox (Desktop, OS, Android) & more

Firefox OS

  • The monthly mobile meeting will be merged with Community meeting for the time being. A BIG THANKS from Ralph and Hermina to David Weir for helping organize it so far.
Firefox Android
  • Roland is working on FF39 articles and sends loads of kudos and good energy to all you lovely volunteers who help with the KB, the forum, and AoA!
  • You can help us a bit more – with co-writing this a crash article.
Firefox for iOS
  • Roland is requesting a build for all of you who wanted to test the iOS version.

Next week’s post may be a special one… Stay tuned and have a great weekend! We love you all! Keep rocking the open & helpful web!

What’s up with… SUMO Buddies?


Hello, SUMO Nation! Since some of you asked what exactly is going on with SUMO Buddies, here is a post to refresh your memory and take another step towards a nicer, more connected and global SUMO community.

Back in January, I gave you an update on what we discovered as we tried to organize the idea of SUMO Buddies a bit more. The TL;DR version of this is: we don’t want to stop you from being excellent to each other by overcomplicating your natural kindness and friendliness. We do want to make sure you get recognized for it and everyone in our community knows that you are someone they can rely on for help. We also want everyone to be open and transparent about the reasons they think you are awesome.

To this end, here is a new sticky thread in our forums where you can nominate others to be recognized as SUMO Buddies. Go forth, nominate and keep being excellent to each other!