Minutes of SUMO meeting 2010-05-10
Sumo Weekly metrics 24 hours of dataloss means that some stats will look weird. Forum response rate is going up! It would be nice to get a list of top … Read more
Check out mockups for the new Support Forums
The rewrite of the Firefox Support Forums is well underway. Chris Howse, UX designer for the Mozilla websites, has been working over the last couple weeks on making high-fidelity mockups … Read more
Upgrading SUMO with some help from Murphy
Last Friday we experienced problems upgrading a part of SUMO and were offline for some hours. For recovery we unfortunately had to revert back to a backup and thus lost … Read more
Help one user per day in the Firefox support forum!
If everyone reading Planet Mozilla helped just one person in the Firefox support forum per day, there wouldn’t be a single user with their question left unanswered. And answering one … Read more
Minutes of SUMO meeting 2010-05-03
Sumo Weekly metrics Weave Support Weave support will be moving to support.mozilla.com. Do we use a “weave” tag in the forum, or create a sub-forum? Tags are easier to implement … Read more
Minutes of SUMO meeting 2010-04-26
Sumo Weekly metrics More people are replying to threads that already contain a reply, so it may be good for contributors to default to “Threads with no replies” in Kitsune. … Read more
Minutes of SUMO meeting 2010-04-19
Sumo Weekly metrics Rows 33, 34, and 35 are added to compare our growth and success with Firefox ADU numbers Number of forum thread went down significantly, and so did … Read more
Beyond SUMO: Reaching out to Twitter users
Support on Twitter is fun. At least that’s the conclusion of the Twitter experiment we held earlier this month with a few of our most active SUMO community members. In … Read more
Minutes of SUMO meeting 2010-04-12
Sumo Weekly metrics Traffic is down – normal post-Easter occurrence Overall Support Coverage Approx. 0.5% drop in coverage because we are now using the Windows start page for the “For … Read more