{"id":732,"date":"2009-09-14T10:46:57","date_gmt":"2009-09-14T17:46:57","guid":{"rendered":"http:\/\/blog.mozilla.org\/sumo\/?p=732"},"modified":"2009-09-14T13:06:52","modified_gmt":"2009-09-14T20:06:52","slug":"minutes-of-sumo-meeting-2009-09-14","status":"publish","type":"post","link":"https:\/\/blog.mozilla.org\/sumo\/2009\/09\/14\/minutes-of-sumo-meeting-2009-09-14\/","title":{"rendered":"Minutes of SUMO meeting 2009-09-14"},"content":{"rendered":"<p><strong>Sumo<\/strong><\/p>\n<ul>\n<li> <a class=\"external text\" title=\"http:\/\/spreadsheets.google.com\/ccc?key=piA-a-dXCL2p7vB5pTu0HKA&amp;hl=en\" rel=\"nofollow\" href=\"http:\/\/spreadsheets.google.com\/ccc?key=piA-a-dXCL2p7vB5pTu0HKA&amp;hl=en\">Weekly metrics<\/a>\n<ul>\n<li> Massive increase in number of new SUMO accounts. Don&#8217;t know why yet. Let&#8217;s see if it&#8217;s the same next week.<\/li>\n<li> Two new graphs: en-US KB CSAT and Helpful\u00a0%\n<ul>\n<li> Our Helpful\u00a0% is steadily going up, but the CSAT seems to constantly hover above 85% with a few spikes here and there<\/li>\n<\/ul>\n<\/li>\n<li> Bounce rate of <a class=\"external free\" title=\"http:\/\/support.mozilla.com\/en-US\/kb\" rel=\"nofollow\" href=\"http:\/\/support.mozilla.com\/en-US\/kb\">http:\/\/support.mozilla.com\/en-US\/kb<\/a> went up 4% &#8212; cilias to look into it (e.g. where do people go from the start page?)<\/li>\n<\/ul>\n<\/li>\n<li> <a class=\"external text\" title=\"http:\/\/spreadsheets.google.com\/ccc?key=0AvkerIJwMZvAdGE3dFZkWUJOaTh1anBSc0NmdXF3TWc&amp;hl=en\" rel=\"nofollow\" href=\"http:\/\/spreadsheets.google.com\/ccc?key=0AvkerIJwMZvAdGE3dFZkWUJOaTh1anBSc0NmdXF3TWc&amp;hl=en\">Last week&#8217;s weekly support issues<\/a>\n<ul>\n<li> Add column for last week&#8217;s numbers and remove superfluos notes<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Knowledge Base<\/strong><\/p>\n<ul>\n<li> New articles last 2 weeks: <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Sorting+bookmarks?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Sorting+bookmarks?bl=n\">Sorting bookmarks<\/a> , <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Enabling+and+disabling+cookies?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Enabling+and+disabling+cookies?bl=n\">Enabling and disabling cookies<\/a> , <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Deleting+cookies?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Deleting+cookies?bl=n\">Deleting cookies<\/a> , <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Blocking+cookies?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Blocking+cookies?bl=n\">Blocking cookies<\/a>, <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Firefox+crashes+when+working+with+PDF+files?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Firefox+crashes+when+working+with+PDF+files?bl=n\">Firefox crashes when working with PDF files<\/a> , <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Crash+signature+-+_eFOGetName?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Crash+signature+-+_eFOGetName?bl=n\">Crash signature &#8211; _eFOGetName<\/a>, <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Firefox+crashes+due+to+Adware-DoubleD?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Firefox+crashes+due+to+Adware-DoubleD?bl=n\">Firefox crashes due to Adware-DoubleD<\/a>, <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/Configuring+McAfee+Internet+Security?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/Configuring+McAfee+Internet+Security?bl=n\">Configuring McAfee Internet Security<\/a>, <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/kb\/How+to+find+which+folder+a+bookmark+is+in?bl=n\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/kb\/How+to+find+which+folder+a+bookmark+is+in?bl=n\">How to find which folder a bookmark is in<\/a>, plus at least <a title=\"Support\/CrashesKBSprint\/\" href=\"https:\/\/wiki.mozilla.org\/Support\/CrashesKBSprint\/#Sept_3rd_2009\">17 crash articles from the KB crash articles sprint<\/a>.<\/li>\n<li> <a class=\"external text\" title=\"http:\/\/blog.mozilla.org\/sumo\/2009\/09\/14\/sumo-1-3-productization-and-more\/\" rel=\"nofollow\" href=\"http:\/\/blog.mozilla.org\/sumo\/2009\/09\/14\/sumo-1-3-productization-and-more\/\">SUMO 1.3<\/a> made some notable changes to KB:\n<ul>\n<li> email notifications when your edit is rejected or approved, with text area for reviewer add review notes (or anything else like a thank you)<\/li>\n<li> The ability to mark translations as out of date is now in the hands of the reviewer, not the editor.<\/li>\n<li> articles are not allowed to be created with bad characters<\/li>\n<li> translations inherit the additional category info from the en-US article<\/li>\n<li> edit summaries are displayed when removing an &#8216;out of date&#8217; warning<\/li>\n<li> articles not yet in the KB can be renamed by any contributor<\/li>\n<li> Firefox 2 content will not be ignored by SHOWFOR<\/li>\n<\/ul>\n<\/li>\n<li> CSAT score over time\n<ul>\n<li> Our goal for this quarter was to <a title=\"Support\/Knowledge Base\/2009-Q3-Goals\" href=\"https:\/\/wiki.mozilla.org\/Support\/Knowledge_Base\/2009-Q3-Goals\">get it up to 85%<\/a> [<a class=\"external text\" title=\"https:\/\/spreadsheets.google.com\/ccc?key=t7SgyXSYTvA6YeNcj9ViB1g&amp;hl=en\" rel=\"nofollow\" href=\"https:\/\/spreadsheets.google.com\/ccc?key=t7SgyXSYTvA6YeNcj9ViB1g&amp;hl=en\">current csat score<\/a>]<\/li>\n<\/ul>\n<\/li>\n<li> Thinking about how to get csat score higher in Q4:\n<ul>\n<li> List of items in <a class=\"external text\" title=\"https:\/\/support.mozilla.com\/tiki-view_forum_thread.php?comments_parentId=448496&amp;forumId=3\" rel=\"nofollow\" href=\"https:\/\/support.mozilla.com\/tiki-view_forum_thread.php?comments_parentId=448496&amp;forumId=3\">Contributors forum thread<\/a>.<\/li>\n<li> Gather all ideas we&#8217;ve collected and talk to metrics team about which items would have the biggest impact<\/li>\n<\/ul>\n<\/li>\n<li> Other things to think about:\n<ul>\n<li> What is different in Firefox 3.6, and what will need updating?\n<ul>\n<li> How much of it can we automate?<\/li>\n<li> cilias to lead effort of keeping track of changes and articles affected by 3.6<\/li>\n<\/ul>\n<\/li>\n<li> What is different in Windows 7, and what will need updating for Windows 7 users?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Forum<\/strong><\/p>\n<ul>\n<li> No updates<\/li>\n<\/ul>\n<p><strong>Live Chat<\/strong><\/p>\n<ul>\n<li>Participation was down last week, with only 12 active helpers.  A lot of the most active helpers are back in school\/college now.<\/li>\n<li><a class=\"external text\" title=\"https:\/\/wiki.mozilla.org\/Support\/Weekly_Meetings\/Agenda_2009-09-14\/Live_Chat_tags\" rel=\"nofollow\" href=\"https:\/\/wiki.mozilla.org\/Support\/Weekly_Meetings\/Agenda_2009-09-14\/Live_Chat_tags\">Top chat tags from last week<\/a>, crashes still most common issue<\/li>\n<li>Web client status: nearly code complete for 1.4\n<ul>\n<li> Will need help testing after changes land &#8212; will post in Contributors forum to ask for help. Cww + cilias to help as well.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Sumo Weekly metrics Massive increase in number of new SUMO accounts. Don&#8217;t know why yet. Let&#8217;s see if it&#8217;s the same next week. Two new graphs: en-US KB CSAT and &hellip; <a class=\"go\" href=\"https:\/\/blog.mozilla.org\/sumo\/2009\/09\/14\/minutes-of-sumo-meeting-2009-09-14\/\">Read more<\/a><\/p>\n","protected":false},"author":63,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[109],"tags":[],"_links":{"self":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/732"}],"collection":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/users\/63"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/comments?post=732"}],"version-history":[{"count":0,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/posts\/732\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/media?parent=732"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/categories?post=732"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.mozilla.org\/sumo\/wp-json\/wp\/v2\/tags?post=732"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}