2016 Mozilla Work Week II: The SUMO Story

Aloha, SUMO Nation!

We wanted to share with you the most important “SUMO things” (but not only) from the second Work Week we had this year.

The Work Weeks are Mozilla-wide meetings of all the core teams and as many community contributors as we can successfully invite over. This is not always easy or possible, due to many limitations and problems with international travel… There was a rumour that the Work Weeks in 2020 will be done fully in WebVR, to make it possible for everyone with the right hardware to attend – hopefully from inside of your favourite browser ;-) Good bye, giant carbon footprint!

Work Weeks happen every six months and are usually full of retrospectives, introspectives, and mapping out the future of “all things Mozilla”. They usually are places (and times) of the highest “density of Mozillian per square meter” throughout the year.

What you find below is a summary and explanation of what happened during the most recent Work Week, together with several useful (and fun) links. Unfortunately, the layout and setup of the meeting spaces did not create an environment suited for recordings, so we had to give up on that idea.

Day 0: Monday

Everyone got a bit of time to get settled, unpack, and prepare for the busy week ahead. We managed to not get lost in the ever-growing and shifting crowd and find each other in the evening for a small welcoming reception with everyone else who made it to the venue on time.

Day 1: Tuesday

The conference proper started with a big plenary session that included the speakers at the heart of Mozilla – the people we usually treat as our Northern Star when plotting the course across the whole community, also for SUMO. You can hear their thoughts on Air Mozilla, using the links below (it may require you to log in first):

After a good and energetic kick off, we got together in the Marketing space to talk about the road behind us and the road ahead. The “Unconference” was a medley of mini-projects to address some of the key areas on which the Marketing team has been (or should be) working. We split into several large groups and worked face-to-face with people we usually see only on screens – this definitely got the creative juices flowing, and you can expect positive changes in the way our larger team functions in the coming year.

We also had a chance to look back and review some of the biggest hurdles and achievements of our last 12 months. SUMO, while definitely not central to the larger team’s efforts (since we all work on making Mozilla and the web better, not just our little corners of it), got an honest applause from everyone, mostly for the great work that all of you are doing for the benefit of the users around the world.

Also, this was the first (and possibly last) day for grabbing a fresh sticker or two. They were disappearing and reappearing on laptops, phones, and other objects at an astounding rate.

Day 2: Wednesday

The Marketing talks and mini-sessions continued, and we managed to carve out a healthy chunk of time for SUMO stuff. with a walkthrough of the upcoming localization flow on Lithium, and a session on the Internet Awareness (slides) (notes) – probably our biggest new project for the upcoming year, for which your input and energy are indispensable.

This was also the first day for the “elective” sessions (where you could choose from a long list of presentations and chats on very focused topics). This idea worked out amazingly well, because we were all there to share and learn from each other. This very often meant getting a bit outside of our “comfort area” – and going beyond what we would usually do for Mozilla’s mission. This included a multitude of interesting and thought-provoking topics. A bit of fun was included as well.

All this talking (and listening!) was definitely getting us somewhere, even if at a terrible price… But we had great (and soft) support to keep us going above and beyond.

Day 3: Thursday

The rain kept going, but so did we. We even had a small tsunami alert popping up for about 30 minutes, but luckily we avoided getting wetter than absolutely necessary (AKA showering). You can’t stop the ‘zilla!

For SUMO, we had Madalina and Patrick walk us through a session on Lithium as our new platform, summarising where we were and what were the next steps for us. If you’re curious about that part of SUMO’s operations, you can always take a look at the documents we’ve kept using so far: your feedback and the Platform meeting notes.

Right after lunch, Chris Beard joined the whole Marketing team for a bit of Q&A – and while the . We also had an extra helping of the “elective” sessions – some of which were daringly ambitious and we can’t wait to see what the next year brings as their result!

Also, as with any other Mozilla-related thing, ever – we had a fair share of bugs ;-)

Day 4: Friday

This was the final day, and it held many a highlight for the whole crew, primarily thanks to those who delivered their “SUMO Show & Tell” mini-talks. We had the pleasure of listening to:

If you have any questions about the topics above, please contact them directly – the user profile pages offer a way to do so easily for logged in users through Private Messages.

We also continued chats and explorations within Marketing from the previous days, while trying to get some “daily” work done (not easy, but not impossible).

Just like with Chris the day before, afternoon had Mitchell Baker visiting us for a very honest and down-to-earth Q&A session.

So, by Friday we were all in great spirits, even if a bit tired. Many things have been said and heard – some rather serious, others not so much. And even if some of us were in a rather defiant mood, all good things come to an end. After the wrap up meetings and sessions, we all gathered for the final act of the Work Week – a well-deserved party!

Key Takeaways for SUMO

  • 2016 was not an easy year, but we did well for the resources and options we had available. It was a year of (sometimes forced) change and experimentation.
  • None of the really big things that we all have done or will do can happen without you, the contributors.
  • There are many other places outside of SUMO that offer help to users of Mozilla’s software (in many languages), and we have to make sure we work with them to create a healthy and useful support ecosystem without stepping on each other’s toes.
  • While there is a large variety of tools and methods across Mozilla to get different things done, the organization is heading towards standardizing the key elements of contributing; we do want to keep the innovation mindset, but we also want to make participation easier and faster, wherever reasonably possible.
  • The diversity in participation many of us take for granted takes a lot of effort and hard work to maintain; we will do our best to include and support everyone through our contributions.
  • 2017 will be a challenging year, as we work on keeping the site active and useful on a completely new platform; we also want to preserve the legacy of Kitsune in a meaningful way, making its code available to everyone interested in tinkering with it.
  • In 2017 we will expand our involvement within Mozilla’s Marketing and Social efforts. We are planning for a year of growth, big bets, and nurturing excellence for the benefit of our community and users.

Each and every time a large number of Mozillians get together, there is a bit of chaos, a bit of drama, a lot of ideas, many mini and maxi brainstorms, and heaps of good energy flowing around. This time was no different and the general attitude was that what we all do together for the web and its users will never be easy… but we will never stop and we’ll try to make it as much fun as possible. We hope you join us along for this bumpy, exciting, and fulfilling ride. Mahalo!

With #mozlove,

Your SUMO Team

P.S. In the interest of the page loading faster on slower connections, we decided to not post a lot of graphics and/or photos in this post. Below, you can find Mozillians’ group effort at documenting the whole event:

 

What’s Up with SUMO – 22nd December

Greetings, SUMO Nation!

Welcome to one of the “final stretch” posts for 2016 on (y)our blog. The last days of the year are a bit binary – because of the holidays (for many of us), they’re a bit slower and mellower… Then again, because it’s the end of the year, many things are to be finalized, locked down, and completed – so there’s a bit of a rush as well :-) No time to waste, then… Dive into the news below, friends!

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: 21st of December – you can read the notes here (and see the video at AirMozilla).
  • NEXT ONE: happening on the 28th of December!
  • Reminder – 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

  • Lots of questions coming in, so please jump in and help! We’re popular, but with great popularity comes great responsibility ;-) Help us represent Firefox out there!
  • We are looking into integrating Facebook, more details coming early 2017.
  • Reminder: if you assign a conversation to someone else, please be sure to leave a note for them explaining why you did that
  • Remember, you can contact Sierra (sreed@), Elisabeth (ehull@), or Rachel (guigs@) to get started with Social support. Help us provide friendly help through the likes of @firefox, @firefox_es, @firefox_fr and @firefoxbrasil on Twitter and beyond :-)
  • Remember that you can subscribe to the social-support@ mailing list and get updates from Sierra!

Support Forum

  • Are you listening to music while responding to posts in the forums? What’s your favourite (or not so) holiday song?
  • A polite reminder: please do not delete posts without an explanation to the poster in the forums, it can be frustrating to both the author and the user in the thread – thank you!

Knowledge Base & L10n

  • Over 320 edits in the KB in all locales since the last blog post – thank you so much, Editors & Reviewers!
  • We need your help with a couple of strings for Firefox Focus! Jump into Pontoon and search for “Firefox Focus” and “Automatic privacy browser and content blocker.” – if they need localization into your language, please make sure they’re translated – thank you!
  • The documentation for l10n in Lithium that explains the process for newcomers and veterans will be shared with you soon in our l10n forums.
  • A quick note: the most recent test migration in Lithium moved the localized content to incorrect categories – do not worry if content is missing – the upcoming migration will have that fixed!

Firefox

  • for iOS
    • 6.0 happening in 2017. Most likely around January 12th. The date will be confirmed as soon as we can!
      • Highlights will include handling mailto: links and (perhaps) Sync improvements ;-)

Whew, that’s it… So, what are your dreams for the new year? Do you make a list? Do you plan something special? Or do you just keep going at your usual pace? Tell us in the comments!

SUMO Release Report for Firefox 50

This report is aiming to capture and explain what has happened during and after the launch of Firefox 50 on 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]

Thank yous from users that received help from the SUMO community:

2016-12-16_1228_fred_thankyou2016-12-20_1122

Knowledge Base and Localization

 

Article Voted “helpful” (English/US only) Global views Select user feedback
Desktop (Nov. 15 – Dec. 19)
https://support.mozilla.org/en-US/kb/search-contents-current-page-text-or-links 50-66% 21042 “Why is there an arbitrary limit when searching a webpage: cf ‘more than 100 matches’. Is there any way to disable this ‘feature’?”
https://support.mozilla.org/en-US/kb/mixed-content-blocking-firefox 77% 372839 “i don’t get the option to disable”
https://support.mozilla.org/en-US/kb/how-do-i-turn-do-not-track-feature 86-91% 19766 “I am still seeing searches I have made show up in facebook ads.”
https://support.mozilla.org/en-US/kb/tabs-organize-websites-single-window 71% 3 “FF keeps opening new windows as opposed to opening tabs like i have set up. Why is this?”
https://support.mozilla.org/en-US/kb/insecure-password-warning-firefox 78-82% 27311 none
Android (Nov. 15 – Dec. 19)
https://support.mozilla.org/en-US/kb/whats-new-firefox-android 50% 78 none
https://support.mozilla.org/en-US/kb/using-tabs-firefox-android 33-75% 1,413 “I want to open links in a new tab directly, like in the PC browser version, without having to click another \”switch to\” button first. I assume that is not possible.”

More info in this document

Article Top 10 locale coverage Top 20 locale coverage
Desktop (Nov. 15 – Dec. 19)
https://support.mozilla.org/en-US/kb/search-contents-current-page-text-or-links 100% 57%
https://support.mozilla.org/en-US/kb/mixed-content-blocking-firefox 100% 90%
https://support.mozilla.org/en-US/kb/how-do-i-turn-do-not-track-feature 100% 90%
https://support.mozilla.org/en-US/kb/tabs-organize-websites-single-window 100% 90%
https://support.mozilla.org/en-US/kb/insecure-password-warning-firefox 100% 57%
Android (Nov. 15 – Dec. 19)
https://support.mozilla.org/en-US/kb/whats-new-firefox-android 100% 76%
https://support.mozilla.org/en-US/kb/using-tabs-firefox-android 100% 81%

 

Support Forum Threads

760 of 3787 solved

By Locale Questions volume

locale No response answered unsolved solved volume
english en-US 867 2573 727 2713 3440
portuguese pt-Br 24 62 8 78 86
finish fi 4 10 14 0 14
spanish es 110 36 5 141 146
cech cs 0 0 0 0 0
turkish tr 7 12 1 18 19
slovenian sl 0 0 0 0 0
hungarian hu 26 3 1 28 29
serbian sr 2 0 0 2 2

Top solvers – FredMcD, philipp, Scribe, jscher2000, James, ideato, the-edmeister, John99,Happy112

What we are really good at troubleshooting: Addon compatibility, Customization, Start up Crashes

Solved top viewed threads

Firefox for Desktop by Google Analytics

Firefox for Android

Firefox Klar and Firefox Focus had no issues upon the first first week release.

One highlight would be Firefox is confusing and they would rather share with Firefox and they would like the ability to change the search engine.

See more Data on the threads this Release here

Bugs Created from Forum threads – SUMO Community

Bug 1324064 – [e10s] printing causes content process to crash with Foxit Reader PDF

Bug 1322029 – Startup crashes on ZTE Max Duo devices after update to Firefox 50.0.2

Bug 1319543 – ogg file no longer playing in Firefox 50 [FIXED!]

Social Support Highlights

Brought to you by Respond by Buffer and Sierra

The Social Support program has grown a lot with the new tool and since Sierra has been involved. Here are some highlights of the amazing work this team has been doing.

If you are interested in getting started answering support questions on Twitter as the Mozilla brand sign up here: [https://goo.gl/forms/lT3AOm0vMrOGQSlZ2]

Total Active contributors in program 32!

Top Responders: You have been busy, way to go!

Top Responders last week (November 7-15)

  • Andrew – 42 tweets
  • Daniela – 33 tweets
  • Zilmar – 8 tweets

Top Responders (November 13-19)

  • Magno – 193 tweets
  • Andrew – 37 tweets
  • Daniela – 28 tweets
  • Swarnava – 16 tweets
  • Noah – 7 tweets

Top Responders: November 20-26

  • Magno (MR) – 297 tweets
  • Barend (BR) – 48 tweets
  • Andrew (AT) – 34 tweetsAlex (AM) – 21 tweets
  • Geraldo (GB) – 11 tweets

Top Responders: November 27-December 10

  • Andrew (AT) – 129 Tweets
  • Geraldo (GB) – 118 Tweets
  • Magno (MR) – 78 tweets
  • Josh (JR) – 49 Tweets
  • Barend (BR) – 39 Tweets

Top Responders for the Release November 15 – December 10

  1. Magno Reis – 568 tweets
  2. Andrew Trung – 200 tweets
  3. Geraldo – 143 tweets
  4. Baredn – 92 tweets
  5. Josh – 49 tweets
  6. Daniella – 45 tweets
  7. Alex Mayorga – 33 tweets
  8. Nildelea  – 19 tweets
  9. Noah  – 14 tweets

Social Support Highlights

We had a Social Support Sprint the second week of the release on November 18 and we loved having you.

Common questions:

  • Is Firefox Focus going to be available on Android?
  • I keep seeing a “your connection is not secure” message. Why?
  • Why does Firefox keep crashing?

November 30 there was a social responses made around this, “Firefox zero-day: Mozilla races to patch bug used to attack Tor browser users.” We responded to all of them.

In December, Best Practices for the Social Support people was published, be sure to check it out: Best Practices for Social Support

Thanks for reading everyone, see you next release in January 2017! Happy Holidays in the meantime!

What’s Up with SUMO – 15th December

Greetings, SUMO Nation!

We have been away for a while (and for good reasons), but we are back – we missed you all! Have you been doing OK? Has winter caught up with you? Any news you’d like to share with us? We have some want to share with you, so take a while and get reading!

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 all of 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: 14th of December – you can read the notes here (and see the video at AirMozilla).
  • NEXT ONE: happening on the 21st of December!
  • Reminder – 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

  • The top responders for the period of Nov 27 – Dec 10 were:
    • Andrew (AT) – 129 tweets
    • Geraldo (GB) – 118 tweets
    • Magno (MR) – 78 tweets
    • Josh (JR) – 49 tweets
    • Barend (BR) – 39 tweets
  • Additional greatness provided by Abbackar, Alex, Anubha, Cynthia, Daniela, Dynisha, Nildëala, Syam, and Wim – thank you!
  • A best practices document is coming up :-) Thanks to everyone who contributed to it so far!
  • #Firefox is now added to the team inbox in Respond – this should make it easier to see who needs help.
  • The average reply time for December so far is 9 hours!
  • Remember, you can contact Sierra (sreed@), Elisabeth (ehull@), or Rachel (guigs@) to get started with Social support. Help us provide friendly help through the likes of @firefox, @firefox_es, @firefox_fr and @firefoxbrasil on Twitter and beyond :-)
  • Last but not least – if you’re subscribed to the social-support@ mailing list, you should be getting updates from Sierra!

Support Forum

  • Please update your Flash if you don’t have it set to update automatically already. We keep seeing reports of users with issues caused by outdated Flash.
  • A polite reminder: please do not delete posts without an explanation to the poster in the forums, it can be frustrating to both the author and the user in the thread – thank you!

Knowledge Base & L10n

  • Over 370 edits in the KB in all locales since the last blog post – thank you so much, Editors & Reviewers!
  • The outstanding bugs for L10n on Kitsune have been reviewed and closed out/updated for future investigation within Lithium.
  • We also had a preview of the L10n flow in Lithium during the Work Week. You can find more details in this document. This (and upcoming reviews) will result in more Bugzilla issues filed for the new platform.

Firefox

  • for iOS
    • Still no news about iOS 6.0, but our resident shamans report that before the end of the calendar year we should know more.

…and that’s it for this week! We’re happy to be (mostly) back and in touch with you all again. Oh, one more thing you can help us with – do you know any interesting non-Mozilla online technological newsletters or bulletins that you can recommend? Let us know in the comments! And just so you don’t feel empty-handed when finishing reading all this – get inspired: have you heard of Eyebeam?

What’s Up with SUMO – 1st December

Greetings, SUMO Nation!

This is it! The start of the last month of the year, friends :-) We are kicking off the 12th month of 2016 with some news for your reading pleasure. Dig in!

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

Community

Platform

Social

  • Reminder: Army of Awesome (as a “community trademark”) is going away. Please reach out to the Social Support team or ask in #sumo for more information.
  • Remember, you can contact Sierra (sreed@), Elisabeth (ehull@), or Rachel (guigs@) to get started with Social support. Help us provide friendly help through the likes of @firefox, @firefox_es, @firefox_fr and @firefoxbrasil on Twitter and beyond :-)

Support Forum

  • If you see Firefox users asking about the “zero day exploit”, please let them know that “We have been made aware of the issue and are working on a fix.  We will have more to say once the fix has been shipped.” (some media context here)
  • A polite reminder: please do not delete posts without an explanation to the poster in the forums, it can be frustrating to both the author and the user in the thread – thank you!

Knowledge Base & L10n

Firefox

  • for iOS
    • Firefox for iOS 6.0 coming up your way before the end of this year, we hear! :-)

…and that’s it for today! So, what are you usually looking forward to about December? For me it would be the snow (not the case any more, sadly) and a few special dishes… Well, OK, also the fun party on the last night of the year in our calendar! Let us hear from you about your December picks – tell us in the forums or in the comments!