This is the Contributors forum thread to discuss the mid-year updates that will be appearing on the official blog.
There will be a series of blog posts appearing in the coming weeks - and your involvement in their discussion is (as always) encouraged and welcome.
Cheers,
Michał
Hey everyone!
This is the Contributors forum thread to discuss the mid-year updates that will be appearing on [https://blog.mozilla.org/sumo/ the official blog].
There will be a series of blog posts appearing in the coming weeks - and your involvement in their discussion is (as always) encouraged and welcome.
Cheers,
Michał
Just a reminder that this is happening and we have three posts up so far, with two more coming soon:
* https://blog.mozilla.org/sumo/2018/06/22/state-of-mozilla-support-2018-mid-year-update-part-1/
* https://blog.mozilla.org/sumo/2018/07/04/state-of-mozilla-support-2018-mid-year-update-part-2/
* https://blog.mozilla.org/sumo/2018/07/27/state-of-mozilla-support-2018-mid-year-update-part-3/
Cheers,
Michał
''vesper [[#post-74421|said]]''
<blockquote>
* https://blog.mozilla.org/sumo/2018/07/27/state-of-mozilla-support-2018-mid-year-update-part-3/
</blockquote>
The above blog post talks about a design update of the site and links to a preview, [https://dev.sumo.moz.works/] and to this github issue: https://github.com/mozilla/kitsune/issues/3269
Discussion on the SUMO site design update has been taking place for a number of weeks now, in this thread:
https://support.mozilla.org/en-US/forums/contributors/713025 Feedback on sumo UI update mockups
Thank you for directing people to a very relevant thread, Alice!
Here are all the five posts for the mid-year updates:
* https://blog.mozilla.org/sumo/2018/06/22/state-of-mozilla-support-2018-mid-year-update-part-1/
* https://blog.mozilla.org/sumo/2018/07/04/state-of-mozilla-support-2018-mid-year-update-part-2/
* https://blog.mozilla.org/sumo/2018/07/27/state-of-mozilla-support-2018-mid-year-update-part-3/
* https://blog.mozilla.org/sumo/2018/08/08/state-of-mozilla-support-2018-mid-year-update-part-4/
* https://blog.mozilla.org/sumo/2018/08/10/5-state-of-mozilla-support-2018-mid-year-update-part-5/
Please read them, share them, discuss them :)
Apologies for the delay in writing, but I have had the chance to read and digest the part five blog entry and have a few thoughts:
I do not disagree about the comment made about Kitsune, but I would like to understand how our platform is less optimal than that used by others.
Moving away from a "one size fits all" approach is interesting.
Although I may have been in denial about it myself for a while, I agree that we are very stretched as a community. The diversification of the Mozilla product set is increasing and this poses both challenges and opportunities for the support community.
Experimenting is good. I would like to ask that timeframes for experiments are not too short. In the recent past there has been deadlines (for feedback etc) that have been very hard to meet, especially when trying to fit round the demands of the outside world.
Whilst the profile of Mozilla Support has risen over the past year, I still feel (especially from a recent personal negative experience) that we should be a much bigger part of product conversations than we currently are. I have to go to teams to get pre-Release material, instead of them coming to Mozilla Support.
We also need to move the benchmark to Mozilla Support being ready to support a new product. Currently, it feels like the go/no go is based on whether we have KB articles in place. I believe this should be moved to include whether we have contributors equipped and ready to answer questions. This needs to be part of the launch discussion so as to avoid negative user experience on day one. Some of our forums are an example of this, and FxR poses a similar challenge.
I am very glad and humbled that community is still going to be a key part of the plans for the future. Mozilla Support is a 24/7/365 operation because of the community. We provide more scope, experience and flexibility than a paid support team.
Mozilla Support (regardless of specific discipline) is made up of small concentrated cores. These people are amazing and are vital to our success as a team, but I agree that we need to broaden our support. As much as those core people do an amazing job, it is unfair to presume so much dependence.
I like the ideas being suggested for Securing the Foundation, with a couple of caveats. Broadening social support is great, but we still need to have an effective and supported support forum. I am uneasy/nervous about paid resource. If it was one person helping with more challenging questions and working alongside contributors - great. But if Mozilla paid for a team to do Support tasks ordinarily find by contributors, it would be ugly and very upsetting.
Improving Kitsune on mobile would be good and the UI work is currently looking great. I am glad mention has been made of SEO as this helps users to get support from a reliable source (us!).
I like the idea of the metrics and hope that the community health metrics can be open to the community, much like the Community Dashboard is now. This is not about creating scoreboards and rankings, but about being able to understand the part we play and the work that we are doing.
The Support Sprint earlier this year was good, but there were contributors running scripts to "assist" with moderation, some questionable product knowledge, a platform that had a few bugs and, despite my hopes, no people seem to have transferred to help on the Fennec forum. That said, if some of these issues could be resolved, it could be a great way to provide support where the user is and could be templated and used with other app store products.
At the moment we refer code based questions to Stack Exchange. Should this change to Reddit? Or have this as an alternative? (Personally, I would like to stick to Stack Exchange, but just putting an idea out to be discussed.)
As with everything here, I hope this is not a plan to be met by year end 2018, but a plan for 2019. There are some really big things here and it would be great to see them land. 2019 is still a demanding time frame, but one that feels much more possible.
Exciting times ahead: bring it on!
Apologies for the delay in writing, but I have had the chance to read and digest the part five blog entry and have a few thoughts:
* I do not disagree about the comment made about Kitsune, but I would like to understand how our platform is less optimal than that used by others.
* Moving away from a "one size fits all" approach is interesting.
* Although I may have been in denial about it myself for a while, I agree that we are very stretched as a community. The diversification of the Mozilla product set is increasing and this poses both challenges and opportunities for the support community.
* Experimenting is good. I would like to ask that timeframes for experiments are not too short. In the recent past there has been deadlines (for feedback etc) that have been very hard to meet, especially when trying to fit round the demands of the outside world.
* Whilst the profile of Mozilla Support has risen over the past year, I still feel (especially from a recent personal negative experience) that we should be a much bigger part of product conversations than we currently are. I have to go to teams to get pre-Release material, instead of them coming to Mozilla Support.
* We also need to move the benchmark to Mozilla Support being ready to support a new product. Currently, it feels like the go/no go is based on whether we have KB articles in place. I believe this should be moved to include whether we have contributors equipped and ready to answer questions. This needs to be part of the launch discussion so as to avoid negative user experience on day one. Some of our forums are an example of this, and FxR poses a similar challenge.
* I am very glad and humbled that community is still going to be a key part of the plans for the future. Mozilla Support is a 24/7/365 operation because of the community. We provide more scope, experience and flexibility than a paid support team.
* Mozilla Support (regardless of specific discipline) is made up of small concentrated cores. These people are amazing and are vital to our success as a team, but I agree that we need to broaden our support. As much as those core people do an amazing job, it is unfair to presume so much dependence.
* I like the ideas being suggested for Securing the Foundation, with a couple of caveats. Broadening social support is great, but we still need to have an effective and supported support forum. I am uneasy/nervous about paid resource. If it was one person helping with more challenging questions and working alongside contributors - great. But if Mozilla paid for a team to do Support tasks ordinarily find by contributors, it would be ugly and very upsetting.
* Improving Kitsune on mobile would be good and the UI work is currently looking great. I am glad mention has been made of SEO as this helps users to get support from a reliable source (us!).
* I like the idea of the metrics and hope that the community health metrics can be open to the community, much like the Community Dashboard is now. This is not about creating scoreboards and rankings, but about being able to understand the part we play and the work that we are doing.
* The Support Sprint earlier this year was good, but there were contributors running scripts to "assist" with moderation, some questionable product knowledge, a platform that had a few bugs and, despite my hopes, no people seem to have transferred to help on the Fennec forum. That said, if some of these issues could be resolved, it could be a great way to provide support where the user is and could be templated and used with other app store products.
* At the moment we refer code based questions to Stack Exchange. Should this change to Reddit? Or have this as an alternative? (Personally, I would like to stick to Stack Exchange, but just putting an idea out to be discussed.)
* As with everything here, I hope this is not a plan to be met by year end 2018, but a plan for 2019. There are some really big things here and it would be great to see them land. 2019 is still a demanding time frame, but one that feels much more possible.
Exciting times ahead: bring it on!
