What’s Up with SUMO – 3rd November

Hello, SUMO Nation!

Welcome to November – probably the most important month for us this year, as we will be migrating SUMO to a new home. More about this below, so keep reading.

Welcome, new contributors!

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

SUMO Community meetings

  • LATEST ONE: 2nd of November – you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 10th of November!
  • 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

Platform

Social

  • Reminder: email Sierra at sreedATmozilla.com to get a scheduled training date for Respond and get on board as soon as you complete it!
  • It’s the final countdown for the Army of Awesome (the tool, not the people). It will be going away in about 2 weeks. Huge thanks to all of those who used it to great effect :-)

Support Forum

Knowledge Base & L10n

Firefox

  • for Android
    • HLS video will be present version 50 – which is coming on November 15th or thereabout. There are some known issues in the current implementation – Roland will be posting more about the “ignorable error” in the forums.
  • for Desktop
    • Version 50 coming November 15th!
  • for iOS
    • All is quiet, all is bright ;-)

That’s it for now, SUMO peeps (to quote Madalina). We will see you around the site, so keep rocking the helpful web and talk to you soon – one way or another.

What’s Up with SUMO – 27th October

Hello, SUMO Nation!

How are you doing today? Here, the days are getting shorter and the nights are getting colder… But that’s not a problem, since we have a hot new round of updates from our side :-) Ah, I forgot to mention – you’re all our main guest stars, as usual!

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!

SUMO Community meetings

  • LATEST ONE: 26th of October – you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 26th of October!
  • 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

Platform

Social

  • A training with Tyler from the Respond team took place yesterday – if you missed it, email Sierra at sreedATmozilla.com to get a scheduled training date and get on board as soon as you complete it!
  • Army of Awesome – the tool, not the people! – will be going away in about 3 weeks. We salute all those who have kept the social fire going strong using AoA!
  • One more thing – if you noticed the shoutout to Jhonatas above, and know someone else who deserves one – let Sierra know!

Support Forum

Knowledge Base & L10n

Firefox

…and that’s it for now, dear readers! If you made it all the way here, you should enjoy this complimentary video of VR frolicking by members of the Firefox team.

We’ll see you around! <3 you all!

What’s Up with SUMO – 20th October

Hello, SUMO Nation!

We had a bit of a break, but we’re back! First, there was the meeting in Toronto with the Lithium team about the migration (which is coming along nicely), and then I took a short holiday. I missed you all, it’s great to be back, time to see what’s up in the world of SUMO!

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!

SUMO Community meetings

  • LATEST ONE: 19th of October – you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 26th of October!
  • 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

Platform

Social

Support Forum

Knowledge Base & L10n

  • We are 3 weeks before next release / 1 week after current release What does that mean? (Reminder: we are following the process/schedule outlined here).
    • Joni will finalize next release content by the end of this week; no work for localizers for the next release yet
    • All existing content is open for editing and localization as usual; please focus on localizing the most recent / popular content
  • Migration: please check this spreadsheet to see which locales are going to be migrated in the first wave
    • Locale packages that will be migrated are marked as “match” and “needed” in the spreadsheet
    • Other locales will be stored as an archive at sumo-archive.mozilla.org – and will be added whenever there are contributors ready to keep working on them
    • We are also waiting for confirmation about the mechanics of l10n, we may be launching the first version without an l10n system built in – but all the localized content and UI will be there in all the locales listed in the spreadsheet above
  • Remember the MozPizza L10n Hackathon in Brazil? Take a look here!

Firefox

  • for iOS
    • No news, keep biting the apple ;-)

…Whew, that’s it for now, then! I hope you could catch up with everything… I’m still digging through my post-holiday inbox ;-) Take care, stay safe, and keep rocking the helpful web! WE <3 YOU ALL!

Firefox 49 Support Release Report

This report is aiming to capture and explain what has happened during and after the launch of Firefox 49on multiple support fronts: Knowledge Base and localization, 1:1 social and forum support, trending issues and reported bugs, as well as to celebrate and recognize the tremendous work the SUMO community is putting in to make sure our users experience a happy release. We have lots of ways to contribute, from Support to Social to PR, the ways you can help shape our communications program and tell the world about Mozilla are endless. For more information: [https://goo.gl/NwxLJF]

Knowledge Base and Localization

Article Voted “helpful” (English/US only) Global views Comments from dissatisfied users
Desktop (Sept. 20 – Oct. 12)
https://support.mozilla.org/en-US/kb/hello-status 76-80% 93871 “No explanation of why it was removed.”
https://support.mozilla.org/en-US/kb/firefox-reader-view-clutter-free-web-pages 61-76% 8625 none
https://support.mozilla.org/en-US/kb/html5-audio-and-video-firefox 36-71% 11756 “Didn’t address Firefox not playing YouTube tutorials”
https://support.mozilla.org/en-US/kb/your-hardware-no-longer-supported 70-75% 5147 “Please continue to support Firefox for Pentium III. It is not that hard to do.”

“What about those who can’t afford to upgrade their processors?”

Android (Sept. 20 – Oct. 12)
https://support.mozilla.org/en-US/kb/whats-new-firefox-android 68% 292 none

Localization

Article Top 10 locale coverage Top 20 locale coverage
Desktop (Sept. 20 – Oct. 12)
https://support.mozilla.org/en-US/kb/hello-status 100% 86%
https://support.mozilla.org/en-US/kb/firefox-reader-view-clutter-free-web-pages 100% 81%
https://support.mozilla.org/en-US/kb/html5-audio-and-video-firefox 100% 81%
https://support.mozilla.org/en-US/kb/your-hardware-no-longer-supported 100% 81%
Android (Sept. 20 – Oct. 12)
https://support.mozilla.org/en-US/kb/whats-new-firefox-android 100% 71%

 

Support Forum Threads

 

Great teamwork between some top contributors

Solved

Bugs Created from Forum threads – SUMO Community

  • [Bug 1305436] Firefox 49 won’t start after installation
  • [Bug 1304848] Users report Firefox is no longer launching after the 49 update with a mozglue.dll missing error instead
  • (Contributed to) [Bug 1304360] Firefox49 showing graphics artifacts with HWA enabled

Army Of Awesome

(by Stefan Costen -Costenslayer)

My thanks goes out to all contributors for their help in supporting everyone from crashed (which can be difficult and annoying) to people thanking us. All of your hard work has been noticed and is much appreciated

Along with Amit Roy (twitter: amitroy2779) for helping uses every day

Social Support Highlights

Brought to you by Sprinklr

Total active contributors in program ~16

Top 12 Contributors

Name Engagements
Noah 103
Magdno 69
Daniela 28
Andrew 25
Geraldo 10
Cynthia 10
Marcelo 4
Jhonatas 2
Thiago 2
Joa Paulo 1

2016-10-19_1539
Number of Replies:

 

Trending issues

Innbound, what people are clicking and asking about:

inboundmessagesbydesktopandroidtopic

Outbound top engagement:

userissuesrespondedtobytopic-2

Thank yous from users who received SUMO help

Support Forums:

Thanks to jscher from determining between how windows and Firefox handles different video file types Thank you post

Thank you for Noah from a user on Social, link here

Tune in next time in three weeks for Firefox 50!

What’s Up with SUMO – 29th September

Hello, SUMO Nation!

Change is a constant, and Mozilla is no different. Bigger and smaller changes are coming up across many a project, including SUMO – and we need your help figuring out what they should be like. Learn more about the ways you can make us be better below!

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!

SUMO Community meetings

  • LATEST ONE: 28th of September- you can read the notes here and see the video at AirMozilla.
  • NEXT ONE: happening on the 5th of October!
  • 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

Platform

Social

  • Thank you for the SUMO Day today! It was a record day for the number of people logging in – you rock!
  • The new training for filtering in widgets is available here:

    http://screencast.com/t/llm6PF5rI2 – it also shows the new support thread-specific inbox for the dashboard.

  • Some issues popping up nowadays are startup crashes – caused by AVG and WebSense in particular.
  • Inactive accounts may be removed soon, so if you’re still active, please log in this week. If you no longer have an account, please get in touch with Rachel!
  • Want to join us? Please email Rachel and/or Madalina to get started supporting Mozilla’s product users on Facebook and Twitter. We need your help! Use the step-by-step guide here. Take a look at some useful videos:

Support Forum

Knowledge Base & L10n

  • We are 5 weeks before next release / 1 week after current release What does that mean? (Reminder: we are following the process/schedule outlined here).
    • No work on next release content for KB editors or localizers 
    • All existing content is open for editing and localization as usual; please focus on localizing the most recent / popular content
  • Since pizza turned out to be a great success, if you have ideas how to virtually gather your l10n team mates, contact me about that!

Firefox

  • for Android
    • Version 50 is slated to come out on November 8th. It should bring video viewing and controlling improvements.
  • for Desktop
    • Version 50 (November 8th as well) will bring the following goodies:
      • WebRTS – full duplex audio streams
      • Tracking Protection supporting Do Not Track
      • Electrolysis – e10s RTL for Windows and Mac
      • First e10s sandbox for Mac OS X and Windows
      • Find in page with a mode to search for whole words only
      • New preference for cycling tabs using Ctrl + Tab
      • Improved printing options via the Reader Mode
  • for iOS
    • Still quiet… Keep using 5.0!

…and that’s it for this week! Remember that we <3 you all for being there for the users when it matters most! Keep rocking the helpful web!