SUMO community discussions

SUMO Day Thursday Jan. 19th!

  • 42 Replies
  • Last reply by John99
  1. mluna
    mluna 253 posts
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    Hi all,

    We'll have our next SUMO Day this coming Thursday! See the SUMO blog for details, please blog this and promote it in your channels. http://blog.mozilla.com/sumo/2012/01/13/sumo-day-thursday-january-19th/

    We don't have the Monday Mozilla meeting as a mechanism for promotion this week due to US holiday, so please help to get the word out.

    Thanks for all you do, Michelle

    Hi all, We'll have our next SUMO Day this coming Thursday! See the SUMO blog for details, please blog this and promote it in your channels. http://blog.mozilla.com/sumo/2012/01/13/sumo-day-thursday-january-19th/ We don't have the Monday Mozilla meeting as a mechanism for promotion this week due to US holiday, so please help to get the word out. Thanks for all you do, Michelle
  2. Matt_G
    Matt_G 167 posts
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    Sounds good! I'm sure this SUMO Day will be huge!

    Sounds good! I'm sure this SUMO Day will be huge!
  3. mluna
    mluna 253 posts
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    Hi Matt_G!

    I was thinking that I'd like to change the SUMO desktop home page content for SUMO Day, to see if it would limit the duplicate forum posts.

    I propose replacing everything in the main content section with the following for one day:

    Top Issues

    Search and home page troubles

    Update issues

    Bookmarks & Favorites

    Firefox Error Pops Up

    Toolbar problems

    Google, Facebook, YouTube & Yahoo questions

    Let me know what you think.

    Thanks,

    Michelle

    Hi Matt_G! I was thinking that I'd like to change the SUMO desktop home page content for SUMO Day, to see if it would limit the duplicate forum posts. I propose replacing everything in the main content section with the following for one day: '''Top Issues''' [https://support.mozilla.org/en-US/kb/search-bar-and-home-page-troubles/revision/20701 Search and home page troubles] [https://support.mozilla.org/en-US/kb/update-issues/revision/20700 Update issues] [https://support.mozilla.org/en-US/kb/bookmarks-favorites/revision/20699 Bookmarks & Favorites] [https://support.mozilla.org/en-US/kb/firefox-error-pops/revision/20696 Firefox Error Pops Up] [https://support.mozilla.org/en-US/kb/toolbar-problems/revision/20697 Toolbar problems] [https://support.mozilla.org/en-US/kb/facebook-google-youtube-or-yahoo-questions/revision/20702 Google, Facebook, YouTube & Yahoo questions] Let me know what you think. Thanks, Michelle
  4. Hasan
    Hasan 106 posts
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    Hi

    I don't think that's a good idea for tomorrow since " Tomorrow Mozilla joins with other sites in a virtual strike to protest #PIPA and #SOPA http://t.co/isbPPYTo and http://t.co/09U6mz0m "

    Maybe we should do the SUMO Day on Friday or some other day ?? Just my thoughts..

    Hi I don't think that's a good idea for tomorrow since " Tomorrow Mozilla joins with other sites in a virtual strike to protest #PIPA and #SOPA http://t.co/isbPPYTo and http://t.co/09U6mz0m " Maybe we should do the SUMO Day on Friday or some other day ?? Just my thoughts..
  5. John99
    John99 3665 posts
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    I noticed that first on Wikipedia pages, but I did notice later links relating to a partial climb down over the policies http://www.alternet.org/story/153776/victory_for_internet_freedom:_obama_announces_opposition_to_sopa,_congress_shelves_bill

    If that is correct maybe some organisations may be reconsidering the blackout, Presumably any mozilla blackout will not affect SUMO, or we would have been advised long ago in these forums.

    I noticed that first on Wikipedia pages, but I did notice later links relating to a partial climb down over the policies http://www.alternet.org/story/153776/victory_for_internet_freedom:_obama_announces_opposition_to_sopa,_congress_shelves_bill If that is correct maybe some organisations may be reconsidering the blackout, Presumably any mozilla blackout will not affect SUMO, or we would have been advised long ago in these forums.
  6. Matt_G
    Matt_G 167 posts
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    mluna said

    Hi Matt_G! I was thinking that I'd like to change the SUMO desktop home page content for SUMO Day, to see if it would limit the duplicate forum posts. I propose replacing everything in the main content section with the following for one day: Top Issues Search and home page troubles Update issues Bookmarks & Favorites Firefox Error Pops Up Toolbar problems Google, Facebook, YouTube & Yahoo questions Let me know what you think. Thanks, Michelle

    Hi Michelle,

    That looks like a pretty good list. I think your instincts are spot on. That actually brings up a few questions I have about the functionality of the site!

    • Are each of those lists manually curated? If so, how often do you reassess/revise them?
    • Can they be dynamically driven based on content rating, page views, etc. Basically what sort of options do we have?
    • Can we display a different list based on Browser/OS? Can we show a different list to Mac users as opposed to Win 7 users?

    I've got a couple of suggestions to add to your list of articles above. Here are two very common questions I see that can easily be solved by a KB article are:

    1. No bookmark icons for Mac OSX - I know this one is covered in the Latest Issues article, but that means the user has to read it. If you search for "No bookmark icons" that article shows very low on the list and nothing in the description matches your search, so the user's confidence in the article is very low. We can fix that through content tuning though. We could update the synopsis to call this out more clearly. If it is possible to put an article link in the top issues section under an alternate name, we could have "Missing Bookmark Icons" in the top issues but have it link to the Latest Issues article. At least then the user would be able to make the connection mentally. Alternatively, we could spawn a new article. I don't know what the life span of the article would be though, since I'd assume the issue will not be present from 10.0 and on.
    2. Yahoo Mail chat doesn't work - This one shows up quite a bit as well. Again, I think it's temporary since the bug has been fixed for 10.0, but having a KB article to address that might be a real time saver. The bug can be found here https://bugzilla.mozilla.org/show_bug.cgi?id=713014. There was a workaround posted, but I've not tested it myself.

    Feel free to shoot me a PM today if you'd like to discuss over Skype or IRC. Keep up the great work Michelle!

    Matt

    ''mluna [[#post-44557|said]]'' <blockquote> Hi Matt_G! I was thinking that I'd like to change the SUMO desktop home page content for SUMO Day, to see if it would limit the duplicate forum posts. I propose replacing everything in the main content section with the following for one day: '''Top Issues''' [https://support.mozilla.org/en-US/kb/search-bar-and-home-page-troubles/revision/20701 Search and home page troubles] [https://support.mozilla.org/en-US/kb/update-issues/revision/20700 Update issues] [https://support.mozilla.org/en-US/kb/bookmarks-favorites/revision/20699 Bookmarks & Favorites] [https://support.mozilla.org/en-US/kb/firefox-error-pops/revision/20696 Firefox Error Pops Up] [https://support.mozilla.org/en-US/kb/toolbar-problems/revision/20697 Toolbar problems] [https://support.mozilla.org/en-US/kb/facebook-google-youtube-or-yahoo-questions/revision/20702 Google, Facebook, YouTube & Yahoo questions] Let me know what you think. Thanks, Michelle </blockquote> Hi Michelle, That looks like a pretty good list. I think your instincts are spot on. That actually brings up a few questions I have about the functionality of the site! * Are each of those lists manually curated? If so, how often do you reassess/revise them? * Can they be dynamically driven based on content rating, page views, etc. Basically what sort of options do we have? * Can we display a different list based on Browser/OS? Can we show a different list to Mac users as opposed to Win 7 users? I've got a couple of suggestions to add to your list of articles above. Here are two very common questions I see that can easily be solved by a KB article are: # No bookmark icons for Mac OSX - I know this one is covered in the Latest Issues article, but that means the user has to read it. If you search for "No bookmark icons" that article shows very low on the list and nothing in the description matches your search, so the user's confidence in the article is very low. We can fix that through content tuning though. We could update the synopsis to call this out more clearly. If it is possible to put an article link in the top issues section under an alternate name, we could have "Missing Bookmark Icons" in the top issues but have it link to the Latest Issues article. At least then the user would be able to make the connection mentally. Alternatively, we could spawn a new article. I don't know what the life span of the article would be though, since I'd assume the issue will not be present from 10.0 and on. # Yahoo Mail chat doesn't work - This one shows up quite a bit as well. Again, I think it's temporary since the bug has been fixed for 10.0, but having a KB article to address that might be a real time saver. The bug can be found here https://bugzilla.mozilla.org/show_bug.cgi?id=713014. There was a workaround posted, but I've not tested it myself. Feel free to shoot me a PM today if you'd like to discuss over Skype or IRC. Keep up the great work Michelle! Matt
  7. Michael Verdi
    Michael Verdi 1755 posts
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    Matt_G said

    That actually brings up a few questions I have about the functionality of the site!
    • Are each of those lists manually curated? If so, how often do you reassess/revise them?
    • Can they be dynamically driven based on content rating, page views, etc. Basically what sort of options do we have?
    • Can we display a different list based on Browser/OS? Can we show a different list to Mac users as opposed to Win 7 users?

    Keep in mind that the front page and the site wide navigation is all being redesigned right now.

    The articles on the front page are all manually curated. I generally update the pages for each release, though more and more this is being handled by articles like Latest Firefox issues. There currently isn't any way to dynamically change content based on ratings, page views, etc. The page uses {for} (just like our articles) to customize content for Fx version and OS though the changes are mainly (all?) Fx version related.

    There is a list of all of the start page pieces here https://wiki.mozilla.org/Support/Article_Tracking#Start_Pages (btw, this should be migrated to sumo).

    ''Matt_G [[#post-44574|said]]'' <blockquote> That actually brings up a few questions I have about the functionality of the site! * Are each of those lists manually curated? If so, how often do you reassess/revise them? * Can they be dynamically driven based on content rating, page views, etc. Basically what sort of options do we have? * Can we display a different list based on Browser/OS? Can we show a different list to Mac users as opposed to Win 7 users? </blockquote> Keep in mind that the front page and the site wide navigation is all being redesigned right now. The articles on the front page are all manually curated. I generally update the pages for each release, though more and more this is being handled by articles like [[Latest Firefox issues]]. There currently isn't any way to dynamically change content based on ratings, page views, etc. The page uses {for} (just like our articles) to customize content for Fx version and OS though the changes are mainly (all?) Fx version related. There is a list of all of the start page pieces here https://wiki.mozilla.org/Support/Article_Tracking#Start_Pages (btw, this should be migrated to sumo).
  8. Matt_G
    Matt_G 167 posts
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    Hi Verdi,

    Thanks for the information! Having the ability to dynamically generate these landing page items by effectiveness or page views can be a real time saver and adds more flexibility. This might be a good feature request for the upcoming site improvements. You wouldn't want to lose the ability to manually populate these lists, but more options are always beneficial.

    As I mentioned above with the "No Icons Issue," putting issues in the Latest Issue article runs the risk of being overlooked by the user. This is one of the basic principles behind content tuning. We want to make the article that resolves the user's issue as appealing as possible so that they click on it. In the scenario I described above, there is not indication that the article contains a fix for the icon issue. So we could either update the descriptions, modify the title ONLY in the Top Issues section, or spawn a new article and place it into the Top Issues. You'll see much greater front end deflection this way.

    I know you have a ton of work on your plate already, so it would be asking a lot to expect you to do all the investigation and updating of the landing page items yourself. Especially if we increased the frequency of the updates. Could we get a weekly/monthly analytics report of the top contact drivers automatically generated based on normalized search queries and resolved forum posts? Using the information from this list, I'd be willing to help update the start page :)

    Just some thoughts!

    Matt

    Hi Verdi, Thanks for the information! Having the ability to dynamically generate these landing page items by effectiveness or page views can be a real time saver and adds more flexibility. This might be a good feature request for the upcoming site improvements. You wouldn't want to lose the ability to manually populate these lists, but more options are always beneficial. As I mentioned above with the "No Icons Issue," putting issues in the Latest Issue article runs the risk of being overlooked by the user. This is one of the basic principles behind content tuning. We want to make the article that resolves the user's issue as appealing as possible so that they click on it. In the scenario I described above, there is not indication that the article contains a fix for the icon issue. So we could either update the descriptions, modify the title ONLY in the Top Issues section, or spawn a new article and place it into the Top Issues. You'll see much greater front end deflection this way. I know you have a ton of work on your plate already, so it would be asking a lot to expect you to do all the investigation and updating of the landing page items yourself. Especially if we increased the frequency of the updates. Could we get a weekly/monthly analytics report of the top contact drivers automatically generated based on normalized search queries and resolved forum posts? Using the information from this list, I'd be willing to help update the start page :) Just some thoughts! Matt

    Modified by Matt_G on

  9. Matt_G
    Matt_G 167 posts
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    Ooops. Duplicate.

    Ooops. Duplicate.

    Modified by Matt_G on

  10. Michael Verdi
    Michael Verdi 1755 posts
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    Hey Matt,
    Thanks for all of the suggestions. I don't know what the new front page will look like but I get the impression it may not contain all of those lists of articles anymore. One thing we always planned on but never got to implement was the idea of a "Topic" page. These would be pages that collect all the articles in a particular topic (technically a tag in the backend). These pages were to contain an automated list of articles (ranked by popularity) along with the ability to manually highlight a number of articles manually. I hope they might get new life as we'll have a defined taxonomy and more ways to browse. Here's an early wireframe from 2010.

    As far as search tuning, I'm not doing any of that at the moment pending the new search engine and taxonomy work. But the idea of when should an issue get documented and on top of that, when does it get it's own article is something I've been working on and is a goal this quarter. If you have ideas on what would make a good threshold (or anything else related) I'd love to hear it. I didn't make the "no icons" issue a separate article because it's limited to Mac users and the questions/votes seem to have dropped off a good deal. Hopefully the new search will be great will this much less of an issue.

    Hey Matt,<br> Thanks for all of the suggestions. I don't know what the new front page will look like but I get the impression it may not contain all of those lists of articles anymore. One thing we always planned on but never got to implement was the idea of a "Topic" page. These would be pages that collect all the articles in a particular topic (technically a tag in the backend). These pages were to contain an automated list of articles (ranked by popularity) along with the ability to manually highlight a number of articles manually. I hope they might get new life as we'll have a defined taxonomy and more ways to browse. [http://moz.howsehold.org/sumo/kb/v3/03_topic+intro.png Here's an early wireframe from 2010]. As far as search tuning, I'm not doing any of that at the moment pending the new search engine and taxonomy work. But the idea of when should an issue get documented and on top of that, when does it get it's own article is something I've been working on and is a [https://wiki.mozilla.org/Support/Goals/Document_Emerging_Issues goal this quarter]. If you have ideas on what would make a good threshold (or anything else related) I'd love to hear it. I didn't make the "no icons" issue a separate article because it's limited to Mac users and the questions/votes seem to have dropped off a good deal. Hopefully the new search will be great will this much less of an issue.

    Modified by Michael Verdi on

  11. Matt_G
    Matt_G 167 posts
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    Hi Michael,

    Thanks for the information. I'll take a look a those pages today. From what I can tell, the mockup you are talking about sounds pretty similar to what I'd suggest long term anyway :)

    As for the "no icons" issue, I still see it quite a bit. As compared to overall incoming support volume goes, the numbers may be pretty inconsequential though. Sounds like you've already put some thought into it!

    Hi Michael, Thanks for the information. I'll take a look a those pages today. From what I can tell, the mockup you are talking about sounds pretty similar to what I'd suggest long term anyway :) As for the "no icons" issue, I still see it quite a bit. As compared to overall incoming support volume goes, the numbers may be pretty inconsequential though. Sounds like you've already put some thought into it!

    Modified by Matt_G on

  12. mluna
    mluna 253 posts
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    Hi Matt, mha007, verdi,

    Thanks for this feedback. If others also think we should delay for PIPA, I'm agreeable, but I prefer to continue as planned if possible.

    As verdi said, the lists of articles and forum posts were manually created and it would be great have your help to update them in the future! It is a 'poor man's' navigation, but one that could teach us a lot just by trying out different categories for SUMO Days and looking at the results.

    Matt, I appreciate the suggestions for additional topics, that is largely my hope for this forum thread, to see if these are really the most duplicated forum posts or if I'm missing a bunch of stuff that gets duplicate forum posts day after day. There is one area I left out because I got too tired to finish last night that I'll be surprised if no one mentions as missing...

    On your two suggested additions, I do have those covered, but if you didn't find them, then others surely won't either. I have the missing bookmark icons in Bookmarks & Favorites and in Update issues. I have Yahoo chat in the Google, Facebook, YouTube and Yahoo questions list. Thoughts on how you missed them/where they should go instead?

    As far as your contact drivers analytics question (pretending I know what that means jargon jargon!) I'm happy to do it manually every two weeks in advance of the SUMO Day if folks will gut-check my lists. To get these lists I compared the visitors top search phrases and keywords for this month, with top searches by users on the site, with top viewed articles, with most requested forum posts marked solved. From these four sources emerge 7 big topics (the missing one is my easter egg) plus a couple of others that overlap the first 7 to some degree but which don't show up in forum posts as duplicated often from my very novice forum experience.

    Thanks again! Keep the ideas coming. Michelle

    Hi Matt, mha007, verdi, Thanks for this feedback. If others also think we should delay for PIPA, I'm agreeable, but I prefer to continue as planned if possible. As verdi said, the lists of articles and forum posts were manually created and it would be great have your help to update them in the future! It is a 'poor man's' navigation, but one that could teach us a lot just by trying out different categories for SUMO Days and looking at the results. Matt, I appreciate the suggestions for additional topics, that is largely my hope for this forum thread, to see if these are really the most duplicated forum posts or if I'm missing a bunch of stuff that gets duplicate forum posts day after day. There is one area I left out because I got too tired to finish last night that I'll be surprised if no one mentions as missing... On your two suggested additions, I do have those covered, but if you didn't find them, then others surely won't either. I have the missing bookmark icons in Bookmarks & Favorites and in Update issues. I have Yahoo chat in the Google, Facebook, YouTube and Yahoo questions list. Thoughts on how you missed them/where they should go instead? As far as your contact drivers analytics question (pretending I know what that means jargon jargon!) I'm happy to do it manually every two weeks in advance of the SUMO Day if folks will gut-check my lists. To get these lists I compared the visitors top search phrases and keywords for this month, with top searches by users on the site, with top viewed articles, with most requested forum posts marked solved. From these four sources emerge 7 big topics (the missing one is my easter egg) plus a couple of others that overlap the first 7 to some degree but which don't show up in forum posts as duplicated often from my very novice forum experience. Thanks again! Keep the ideas coming. Michelle
  13. Matt_G
    Matt_G 167 posts
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    Ahh. It would have helped if I had clicked through to each of those pages. I'd assumed that they would be single articles instead of jump pages to other articles. Since I didn't see the specific issue in the title, I moved on. Hopefully the users will be smarter ;)

    I'd suggest listing what issues are discussed in each article in the search result summary. That will make them easier to identify as solutions from the search results page.

    Sorry for the jargon, but the approach you used to identify your top issues is basically what I was referring to. Do you have all the results compiled somewhere? I'd love to see them.

    Ahh. It would have helped if I had clicked through to each of those pages. I'd assumed that they would be single articles instead of jump pages to other articles. Since I didn't see the specific issue in the title, I moved on. Hopefully the users will be smarter ;) I'd suggest listing what issues are discussed in each article in the search result summary. That will make them easier to identify as solutions from the search results page. Sorry for the jargon, but the approach you used to identify your top issues is basically what I was referring to. Do you have all the results compiled somewhere? I'd love to see them.

    Modified by Matt_G on

  14. Michael Verdi
    Michael Verdi 1755 posts
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    mha007 said

    I don't think that's a good idea for tomorrow since " Tomorrow Mozilla joins with other sites in a virtual strike to protest #PIPA and #SOPA http://t.co/isbPPYTo and http://t.co/09U6mz0m " Maybe we should do the SUMO Day on Friday or some other day ?? Just my thoughts..

    I don't think we have to postpone because of SOPA/PIPA - the blackout doesn't effect SUMO and will be over tomorrow.

    mluna said

    I propose replacing everything in the main content section with the following for one day:

    I missed that post. When I was responding to Matt about the manually curated lists I was talking about the current front page. But anyway...

    I like the concept and I think it's falls under the goal that I'm working on this quarter but I don't think we should do this for tomorrow. I looked though the proposed articles and I think there is more work to with them than can be done this evening. Also it would be good to give our localizers a heads up before we change the page for one day and approve six new articles.

    Here's a thought - since this is about heading off forum questions, maybe these lists would work better (or additionally) in the AAQ flow while we're waiting on this new home page? That takes a code push be we could (I think) have it ready for the next sumo day.

    ''mha007 [[#post-44559|said]]'' <blockquote> I don't think that's a good idea for tomorrow since " Tomorrow Mozilla joins with other sites in a virtual strike to protest #PIPA and #SOPA http://t.co/isbPPYTo and http://t.co/09U6mz0m " Maybe we should do the SUMO Day on Friday or some other day ?? Just my thoughts.. </blockquote> I don't think we have to postpone because of SOPA/PIPA - the blackout doesn't effect SUMO and will be over tomorrow. ''mluna [[#post-44557|said]]'' <blockquote> I propose replacing everything in the main content section with the following for one day: </blockquote> I missed that post. When I was responding to Matt about the manually curated lists I was talking about the current front page. But anyway... I like the concept and I think it's falls under [https://wiki.mozilla.org/Support/Goals/Document_Emerging_Issues the goal that I'm working on this quarter] but I don't think we should do this for tomorrow. I looked though the proposed articles and I think there is more work to with them than can be done this evening. Also it would be good to give our localizers a heads up before we change the page for one day and approve six new articles. Here's a thought - since this is about heading off forum questions, maybe these lists would work better (or additionally) in the AAQ flow while we're waiting on this new home page? That takes a code push be we could (I think) have it ready for the next sumo day.
  15. mluna
    mluna 253 posts
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    Hi,

    It is a bit hard to know without actually seeing it on the page, but it probably means that Top Issues isn't the right heading and that we need some more descriptive content in the search result summary as you suggest. I will add that.

    Also, glad to know I am analytical ;) I just used three side-by-side text files to compare the search results.

    Search phrases:

    2firefox update

    3firefox sync

    4plugin-container.exe

    5update firefox

    6actualizar firefox

    7firefox help

    8mozilla firefox

    9firefox 64 bit

    10cookies löschen

    11Firefox

    12mise a jour firefox

    13firefox safe mode

    14firefox lesezeichen importieren

    15private browsing

    16firefox bookmarks

    17firefox profile

    18firefox not responding

    19mise à jour firefox

    20clear cache firefox

    21cronologia

    22what is private browsing

    23firefox for ipad

    24aktuelle version plugin w…tion foundation

    25firefox cookies


    Search keywords:

    cookies

    update

    facebook

    google

    bookmarks

    import bookmarks

    Startseite

    home page

    Lesezeichen

    zoom

    export bookmarks

    language

    proxy

    Lesezeichen importieren

    cache

    clear cache

    homepage

    download

    set home page

    KB articles all-time most viewed:

    Plugin crash reports 4,927,954

    How to set the home page 2,052,359

    Updating Firefox 1,341,899

    What are Tab Groups? 790,329

    Clear Recent History 752,789

    How do I customize the toolbars? 738,587

    The Adobe Flash plugin has crashed 688,969

    Profiles 654,663

    Enabling and disabling cookies 558,748

    Keyboard shortcuts 453,734

    How to make Firefox the default browser 452,342

    Firefox crashes 414,022

    The bookmarks and history system will not be functional 413,942

    Using the Windows Media Player plugin with Firefox 385,791

    Location bar autocomplete 369,231

    Common questions after updating Firefox 367,063

    Using the Java plugin with Firefox 308,294

    How do I use bookmarks? 290,901

    Back and forward or other toolbar items are missing 285,613

    Error loading web sites 279,878

    Ask a question Redirect 1 236,637

    How do I sync Firefox between my desktop and mobile? 226,295

    Basic Troubleshooting 218,744

    Troubleshooting plugins 217,019

    Installing Firefox 215,878

    Most requested forum posts marked solved:

    I used the top 60 posts (first three pages) from here https://support.mozilla.org/en-US/questions?filter=solved&sort=requested

    From these lists and along with my own bias from looking at the forums and reviewing Cheng's reports on top desktop issues, I make a leap to six main categories:

    • Error popups
    • Updates
    • Bookmarks/Favorites
    • Malware/Search/Home page
    • Toolbars
    • Website-specific
    • plus one more big one that is missing! :)

    Then I made the new pages and manually went through the sixty forum posts to put answers into the pages where they fit.

    -Michelle

    Hi, It is a bit hard to know without actually seeing it on the page, but it probably means that Top Issues isn't the right heading and that we need some more descriptive content in the search result summary as you suggest. I will add that. Also, glad to know I am analytical ;) I just used three side-by-side text files to compare the search results. '''Search phrases:''' 2firefox update 3firefox sync 4plugin-container.exe 5update firefox 6actualizar firefox 7firefox help 8mozilla firefox 9firefox 64 bit 10cookies löschen 11Firefox 12mise a jour firefox 13firefox safe mode 14firefox lesezeichen importieren 15private browsing 16firefox bookmarks 17firefox profile 18firefox not responding 19mise à jour firefox 20clear cache firefox 21cronologia 22what is private browsing 23firefox for ipad 24aktuelle version plugin w…tion foundation 25firefox cookies '''Search keywords:''' cookies update facebook google bookmarks import bookmarks Startseite home page Lesezeichen zoom export bookmarks language proxy Lesezeichen importieren cache clear cache homepage download set home page '''KB articles all-time most viewed:''' Plugin crash reports 4,927,954 How to set the home page 2,052,359 Updating Firefox 1,341,899 What are Tab Groups? 790,329 Clear Recent History 752,789 How do I customize the toolbars? 738,587 The Adobe Flash plugin has crashed 688,969 Profiles 654,663 Enabling and disabling cookies 558,748 Keyboard shortcuts 453,734 How to make Firefox the default browser 452,342 Firefox crashes 414,022 The bookmarks and history system will not be functional 413,942 Using the Windows Media Player plugin with Firefox 385,791 Location bar autocomplete 369,231 Common questions after updating Firefox 367,063 Using the Java plugin with Firefox 308,294 How do I use bookmarks? 290,901 Back and forward or other toolbar items are missing 285,613 Error loading web sites 279,878 Ask a question Redirect 1 236,637 How do I sync Firefox between my desktop and mobile? 226,295 Basic Troubleshooting 218,744 Troubleshooting plugins 217,019 Installing Firefox 215,878 '''Most requested forum posts marked solved:''' I used the top 60 posts (first three pages) from here https://support.mozilla.org/en-US/questions?filter=solved&sort=requested From these lists and along with my own bias from looking at the forums and reviewing Cheng's reports on top desktop issues, I make a leap to six main categories: *Error popups *Updates *Bookmarks/Favorites *Malware/Search/Home page *Toolbars *Website-specific *plus one more big one that is missing! :) Then I made the new pages and manually went through the sixty forum posts to put answers into the pages where they fit. -Michelle
  16. Kensie
    Kensie 666 posts
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    Hey guys, I managed to show up on IRC for SUMO day, but then my daughter came home sick, so it was a little short lived.

    I did see someone asking for help with a forum thread, and thinking about the issue did make me think of a couple things:

    1. It would be great if we could build in more screening before someone posts in the forum. For example if we could somehow make sure people try safe mode or a test profile. This is overkill for certain issues though, but lots of support centers have normal hoops to cover the basics. Given our load it might make sense.
    2. I enjoyed researching the hard thread more than I probably would have enjoyed cranking through a bunch of forum posts. Maybe supporting positions like this would help out on sumo days? Just thinking about how I don't have the time to invest following up on threads, so this would be a great way I could be useful on the day. So someone could say on IRC "hey, any ideas for this thread?" and then they can move on to answering other threads until I've found something related.
    Hey guys, I managed to show up on IRC for SUMO day, but then my daughter came home sick, so it was a little short lived. I did see someone asking for help with a forum thread, and thinking about the issue did make me think of a couple things: # It would be great if we could build in more screening before someone posts in the forum. For example if we could somehow make sure people try safe mode or a test profile. This is overkill for certain issues though, but lots of support centers have normal hoops to cover the basics. Given our load it might make sense. # I enjoyed researching the hard thread more than I probably would have enjoyed cranking through a bunch of forum posts. Maybe supporting positions like this would help out on sumo days? Just thinking about how I don't have the time to invest following up on threads, so this would be a great way I could be useful on the day. So someone could say on IRC "hey, any ideas for this thread?" and then they can move on to answering other threads until I've found something related.
  17. mluna
    mluna 253 posts
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    Hi Lucy, Sorry you have a sick kid, I hope she is feeling better today. My ped said my toddler will only be coughing and boogery until Spring! great.

    Anyways, a bunch of folks couldn't help out yesterday, so they're chiming in today instead, so I'll base the numbers on the 48 hr period. (though my ultimate goal is to make everyday a SUMO day in the minds of all contributors).

    1. 1 reminds me of the jetpacks idea a little bit, where one of the hoops could be to install a fixer-upper based on the issue category selected. At any rate, I like the idea and I think if it could be automated, it would be best.
    1. 2 sounds like a really good way to start organizing ourselves, I'd really appreciate it if you would do this because I really don't have those skills yet, it would be extremely helpful to me and to everyone answering questions to have an expert backline available on IRC for those harder questions.

    Thanks, Michelle

    Hi Lucy, Sorry you have a sick kid, I hope she is feeling better today. My ped said my toddler will only be coughing and boogery until Spring! great. Anyways, a bunch of folks couldn't help out yesterday, so they're chiming in today instead, so I'll base the numbers on the 48 hr period. (though my ultimate goal is to make everyday a SUMO day in the minds of all contributors). #1 reminds me of the jetpacks idea a little bit, where one of the hoops could be to install a fixer-upper based on the issue category selected. At any rate, I like the idea and I think if it could be automated, it would be best. #2 sounds like a really good way to start organizing ourselves, I'd really appreciate it if you would do this because I really don't have those skills yet, it would be extremely helpful to me and to everyone answering questions to have an expert backline available on IRC for those harder questions. Thanks, Michelle
  18. John99
    John99 3665 posts
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    We obviously cannot ask all users to try safe mode or a new profile, but it certainly would be handy to enable all to see whether or not these were tried.

    I wonder if it could be arranged so that the system info shows whether the original posting user has tried safe mode or not, and will update if the op later logs in whilst in safe mode. It would be useful in some circumstances to both the op and any contributor answering to be certain whether or not safe mode was tried.

    We then do not need to force all users to jump through the hoops, but can add prominent messages that for complex issues safe mode and new profiles may need to be tried before anyone is an a position to provide full answers.

    Knowing a new profile was tried is also useful, but that is more work for the op and something that I suspect many users are even more reluctant to try.

    I recall at one time there was talk of a firefox factory reset option, but apparently that idea got dropped at some stage. iirci the option was discussed in these forums & blogs but I do not recall reading about the reasons it was shelved.

    We are nowhere near meeting targets of answering sumo questions even on sumo days. It is drastic but at least as a temporary measure it could be worth a try, and lets not forget those two tests may even demonstrate to the user that the problem is fixable, and some may even then solve it themselves. If we do that maybe it would also help if we tried to get automated feedback as to whether the two steps improved matters. Or try it with only a percentage of users and compare the results with and without.

    We obviously cannot ask all users to try safe mode or a new profile, but it certainly would be handy to enable all to see whether or not these were tried. I wonder if it could be arranged so that the system info shows whether the original posting user has tried safe mode or not, and will update if the op later logs in whilst in safe mode. It would be useful in some circumstances to both the op and any contributor answering to be certain whether or not safe mode was tried. We then do not need to force all users to jump through the hoops, but can add prominent messages that for complex issues safe mode and new profiles may need to be tried before anyone is an a position to provide full answers. Knowing a new profile was tried is also useful, but that is more work for the op and something that I suspect many users are even more reluctant to try. I recall at one time there was talk of a firefox factory reset option, but apparently that idea got dropped at some stage. iirci the option was discussed in these forums & blogs but I do not recall reading about the reasons it was shelved. * now unprioritised https://wiki.mozilla.org/Firefox/Features/Factory_reset * cww's Bug [https://bugzilla.mozilla.org/show_bug.cgi?id=552505 552505] - "Restore to Factory Defaults" feature to remove customizations We are nowhere near meeting targets of answering sumo questions even on sumo days. It is drastic but at least as a temporary measure it could be worth a try, and lets not forget those two tests may even demonstrate to the user that the problem is fixable, and some may even then solve it themselves. If we do that maybe it would also help if we tried to get automated feedback as to whether the two steps improved matters. Or try it with only a percentage of users and compare the results with and without.
  19. Michael Verdi
    Michael Verdi 1755 posts
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    John99 said

    I recall at one time there was talk of a firefox factory reset option, but apparently that idea got dropped at some stage. iirci the option was discussed in these forums & blogs but I do not recall reading about the reasons it was shelved.

    Actually I've been working with the product, UX and engineering teems to get this done for the better part of a year now - https://wiki.mozilla.org/Support/Firefox_Features/Clean_up_user_profile It looks like we may get an initial implementation in Firefox 12. We could get the third use case where a user can open the Troubleshooting Information page (about:support) and click a button that will automatically create a new profile and migrate over bookmarks, history and passwords, etc.

    ''John99 [[#post-44640|said]]'' <blockquote> I recall at one time there was talk of a firefox factory reset option, but apparently that idea got dropped at some stage. iirci the option was discussed in these forums & blogs but I do not recall reading about the reasons it was shelved. * now unprioritised https://wiki.mozilla.org/Firefox/Features/Factory_reset * cww's Bug [https://bugzilla.mozilla.org/show_bug.cgi?id=552505 552505] - "Restore to Factory Defaults" feature to remove customizations </blockquote> Actually I've been working with the product, UX and engineering teems to get this done for the better part of a year now - https://wiki.mozilla.org/Support/Firefox_Features/Clean_up_user_profile It looks like we may get an initial implementation in Firefox 12. We could get the third use case where a user can open the Troubleshooting Information page (about:support) and click a button that will automatically create a new profile and migrate over bookmarks, history and passwords, etc.
  20. John99
    John99 3665 posts
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    Good to hear it is still being worked on, users like simple mouse click solutions to problems..

    Good to hear it is still being worked on, users like simple mouse click solutions to problems..
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