Contributor News & Resources

Welcome, we are thrilled to have you as a contributor to support! The SUMO team was pioneered by contributors like you who are passionate about web technology and helping people use it. It's through your efforts that we are able to provide support to hundreds of millions of Firefox users. [[T:WUWS]] <!-- LOCALIZATION NOTE Everything below is fairly stable documentation that will only change every few months. If you want to localize this page start here please, and leave the above out, unless you really want to keep up with the weekly changes --> <hr> ==Contributor Directory== We use the [https://support.mozilla.com/forums Contributor forums] and [https://support.mozilla.com/en-US/groups groups] to manage the organization. Please [https://support.mozilla.com/forums/off-topic/271607 introduce yourself]. Use the [https://support.mozilla.com/en-US/groups groups page] to put faces to names and make contact with group leaders. We also encourage you to register on [http://mozillians.org Mozillians.org] and add the SUMO tag to your profile. ==Contributor Commitments== We ask for a few commitments from contributors. We have different requirements for SUMO staff and contributors. ===Contributor=== *Fulfill the duties of your position as outlined in the Roles & Responsibilities section below *Commitment of at least one year *Attend one SUMO meeting per quarter and provide a status update *Attend one in-person event every two years * Let your group leader know if you have a change in circumstances that is impeding your ability to contribute ===SUMO staff=== *Fulfill the duties of your position as outlined in the Roles & Responsibilities section below *Regularly attend weekly SUMO meetings and provide detailed status on your projects *Regularly attend in-person events and work weeks *Develop, track and drive quarterly goals for your area *Keep the project lead informed of what is happening in your area **Report if current contributor level is not adequate to get your duties done **If a contributor is becoming unreliable **If there are issues you need help with ==What if I am having trouble meeting my commitments?== Most of the contributors to SUMO are volunteers with other obligations that could unexpectedly make it hard for them to meet their obligations. If this happens to you, we have recommendations on how to handle it: *'''Remember, you are not alone'''. Many contributors have been in this situation. No one will be surprised or disappointed to hear that you are having a hard time keeping up. *'''Raise your hand and communicate'''. The more the rest of your group understands what you are going through, the easier it is for everyone. SUMO is very supportive, you may get more help than you imagined, just by letting people know. If you have to resign, it will be much easier on everyone if you let your group know sooner rather than later. * '''Changes in status aren't permanent'''. If you need to lighten your load for a few months, that is usually manageable. When you are ready to take on more, we'll be happy to work with you. If you need to resign now, it doesn't mean that you can't rejoin the contributor group when circumstances change. * '''Don't go silent'''. Disappearing is the worst response for everyone. Your group won't know whether to recruit a replacement or not. It doesn't matter what the reason is, just let us know, so we can help. ==Communication & Meetings== We use [https://www.mibbit.com/?server=irc.mozilla.org&channel=%23sumo Mibbit] for real-time conversations. See https://wiki.mozilla.org/Support for weekly meeting agendas, call-in numbers, and links to historical documents. See the [http://blog.mozilla.com/sumo Firefox Support (SUMO) blog] for SUMO staff blog posts. ==Roles & Responsibilities== SUMO contributors fulfill the following roles and responsibilities, and many contributors fulfill more than one of these roles, which is why we use the term ''Superheroes''! ===''Community & Regions''=== '''Community Manager''' - TBH is responsible for driving goals for community development and coordinating localization teams and helping new contributors find an area of SUMO where they want to work, connecting them with contacts and supporting them as they get started. '''L10N Lead''' - Contributor who is responsible for coordinating SUMO translations, mentoring new localizers, and notifying the Community Manager of any issues that need attention. ===''Support Forum''=== '''Forum Moderator''' - Contributor who is responsible for moderating SUMO forum and notifying the Project Lead of issues that need resolution. '''Forum Contributor''' - Contributor who is responsible for answering SUMO forum questions and notifying a support coordinator if they are unable to contribute . '''Feedback Support''' - Contributor who is responsible for gathering user feedback from support and input requests to get a sense of issues and putting into a quantifiable report. Work with support coordinator and QA to get details on specific issues. Notifies a support coordinator if they are unable to contribute. '''Feedback Localizer''' - Contributor who is responsible for collecting all feedback that comes in a non-English language and reporting it to the support coordinator for that project. ===''Twitter''=== '''Army of Awesome Leader''' - responsible for responding to tweets about firefox on twitter and managing the Army of Awesome Contributors group. '''Army of Awesome Contributor''' - responsible for responding to tweets about firefox on twitter. ===''Products''=== '''Project Lead''' - David Tenser (djst) is responsible for the overall SUMO project strategy and communicating support goals and status across all groups. '''Website Lead''' - Ricky Rosario is responsible for overall SUMO web site strategy and communicating website goals and status across all groups and leading the SUMO Developers group. '''Support Coordinator''' - SUMO staff members who are responsible for goals and user feedback for a product area and driving strategy for support for that product engineering team. Ibai Garcia (ibai) is responsible for Services, Michelle Luna (mluna) is responsible for Mobile and Cheng Wang (cww) is responsible for Desktop. ===''Content''=== '''SUMO Content Manager''' - Michael Verdi (verdi) is responsible for goals for SUMO content, editing and reviewing content, marking articles ready for L10n, driving Firefox product improvements and leading the KB Editor and KB Reviewers groups. '''KB Editor''' - Contributor who is responsible for editing knowledge base articles on the SUMO wiki to stay in sync with flight tracking pages for products, creating new articles for new features, and notifying a the Content manager if they are unable to contribute. '''KB Reviewer''' - Contributor who is responsible for editing, reviewing and approving or deferring edits to SUMO articles, and notifying a the Content manager if they are unable to contribute. ===''Live Chat''=== '''LiveChat Coordinator''' - Matthew Middleton (zzxc) is responsible for LiveChat goals, driving strategy for LiveChat support, and managing the LiveChat Contributors group. '''LiveChat Lead''' -Contributor who is responsible for opening LiveChat according to the published calendar when helpers are available. '''LiveChat Helper''' - Contributor who is responsible for answering live chat requests one shift per week according to the published calendar '''LiveChat Room Monitor''' - Contributor who is responsible for monitoring live chat conversations one shift per week according to the published calendar ==Quickstart Instructions and To Do Lists== Refer to the [https://support.mozilla.com/en-US/kb/superheroes-wanted Superheroes Wanted] page for links to quickstart instructions about fulfilling your duties. SUMO also uses several dashboards to track items that need to be done, as follows: *[https://support.mozilla.com/army-of-awesome Tweets that need a reply] *[https://support.mozilla.com/questions?filter=no-replies Forum questions that need a response] *[https://support.mozilla.com/contributors/need-changes Knowledge Base articles that need work] *[https://support.mozilla.com/localization/unreviewed Knowledge Base article edits that need to be reviewed]

Welcome, we are thrilled to have you as a contributor to support! The SUMO team was pioneered by contributors like you who are passionate about web technology and helping people use it. It's through your efforts that we are able to provide support to hundreds of millions of Firefox users.

Big things this week

• Notes and video from this meeting.
• It was a short meeting but a lot of celebration!
• Everyone: please help us in testing Persona
• We have a list with the top contributors of all time, check the etherpad or watch the video to see it! We had a nice celebration!
• Update on the buddy program and on our Summit planned to unite all SUMO warriors!
• Contributors of the week: AlicyWyman, philipp, john99, italian team
• Current SUMO development sprint – 2013.18.
• Next SUMO meeting - Monday, Sept. 30th - (call in details & meeting notes) at 9:00 am PST. Please add your comments, questions and updates to the etherpad. You can also participate in #sumo during the meeting. We’re going to record and post a video of the meeting.

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Contributor Directory

We use the Contributor forums and groups to manage the organization. Please introduce yourself.

Use the groups page to put faces to names and make contact with group leaders. We also encourage you to register on Mozillians.org and add the SUMO tag to your profile.

Contributor Commitments

We ask for a few commitments from contributors. We have different requirements for SUMO staff and contributors.

Contributor

• Fulfill the duties of your position as outlined in the Roles & Responsibilities section below
• Commitment of at least one year
• Attend one SUMO meeting per quarter and provide a status update
• Attend one in-person event every two years
• Let your group leader know if you have a change in circumstances that is impeding your ability to contribute

SUMO staff

• Fulfill the duties of your position as outlined in the Roles & Responsibilities section below
• Regularly attend weekly SUMO meetings and provide detailed status on your projects
• Regularly attend in-person events and work weeks
• Develop, track and drive quarterly goals for your area
• Keep the project lead informed of what is happening in your area
  • Report if current contributor level is not adequate to get your duties done
  • If a contributor is becoming unreliable
  • If there are issues you need help with

What if I am having trouble meeting my commitments?

Most of the contributors to SUMO are volunteers with other obligations that could unexpectedly make it hard for them to meet their obligations. If this happens to you, we have recommendations on how to handle it:

• Remember, you are not alone. Many contributors have been in this situation. No one will be surprised or disappointed to hear that you are having a hard time keeping up.
• Raise your hand and communicate. The more the rest of your group understands what you are going through, the easier it is for everyone. SUMO is very supportive, you may get more help than you imagined, just by letting people know. If you have to resign, it will be much easier on everyone if you let your group know sooner rather than later.
• Changes in status aren't permanent. If you need to lighten your load for a few months, that is usually manageable. When you are ready to take on more, we'll be happy to work with you. If you need to resign now, it doesn't mean that you can't rejoin the contributor group when circumstances change.
• Don't go silent. Disappearing is the worst response for everyone. Your group won't know whether to recruit a replacement or not. It doesn't matter what the reason is, just let us know, so we can help.

Communication & Meetings

We use Mibbit for real-time conversations. See https://wiki.mozilla.org/Support for weekly meeting agendas, call-in numbers, and links to historical documents. See the Firefox Support (SUMO) blog for SUMO staff blog posts.

Roles & Responsibilities

SUMO contributors fulfill the following roles and responsibilities, and many contributors fulfill more than one of these roles, which is why we use the term Superheroes!

Community & Regions

Community Manager - TBH is responsible for driving goals for community development and coordinating localization teams and helping new contributors find an area of SUMO where they want to work, connecting them with contacts and supporting them as they get started.

L10N Lead - Contributor who is responsible for coordinating SUMO translations, mentoring new localizers, and notifying the Community Manager of any issues that need attention.

Support Forum

Forum Moderator - Contributor who is responsible for moderating SUMO forum and notifying the Project Lead of issues that need resolution.

Forum Contributor - Contributor who is responsible for answering SUMO forum questions and notifying a support coordinator if they are unable to contribute .

Feedback Support - Contributor who is responsible for gathering user feedback from support and input requests to get a sense of issues and putting into a quantifiable report. Work with support coordinator and QA to get details on specific issues. Notifies a support coordinator if they are unable to contribute.

Feedback Localizer - Contributor who is responsible for collecting all feedback that comes in a non-English language and reporting it to the support coordinator for that project.

Twitter

Army of Awesome Leader - responsible for responding to tweets about firefox on twitter and managing the Army of Awesome Contributors group.

Army of Awesome Contributor - responsible for responding to tweets about firefox on twitter.

Products

Project Lead - David Tenser (djst) is responsible for the overall SUMO project strategy and communicating support goals and status across all groups.

Website Lead - Ricky Rosario is responsible for overall SUMO web site strategy and communicating website goals and status across all groups and leading the SUMO Developers group.

Support Coordinator - SUMO staff members who are responsible for goals and user feedback for a product area and driving strategy for support for that product engineering team. Ibai Garcia (ibai) is responsible for Services, Michelle Luna (mluna) is responsible for Mobile and Cheng Wang (cww) is responsible for Desktop.

Content

SUMO Content Manager - Michael Verdi (verdi) is responsible for goals for SUMO content, editing and reviewing content, marking articles ready for L10n, driving Firefox product improvements and leading the KB Editor and KB Reviewers groups.

KB Editor - Contributor who is responsible for editing knowledge base articles on the SUMO wiki to stay in sync with flight tracking pages for products, creating new articles for new features, and notifying a the Content manager if they are unable to contribute.

KB Reviewer - Contributor who is responsible for editing, reviewing and approving or deferring edits to SUMO articles, and notifying a the Content manager if they are unable to contribute.

Live Chat

LiveChat Coordinator - Matthew Middleton (zzxc) is responsible for LiveChat goals, driving strategy for LiveChat support, and managing the LiveChat Contributors group.

LiveChat Lead -Contributor who is responsible for opening LiveChat according to the published calendar when helpers are available.

LiveChat Helper - Contributor who is responsible for answering live chat requests one shift per week according to the published calendar

LiveChat Room Monitor - Contributor who is responsible for monitoring live chat conversations one shift per week according to the published calendar

Quickstart Instructions and To Do Lists

Refer to the Superheroes Wanted page for links to quickstart instructions about fulfilling your duties. SUMO also uses several dashboards to track items that need to be done, as follows:

• Tweets that need a reply
• Forum questions that need a response
• Knowledge Base articles that need work
• Knowledge Base article edits that need to be reviewed