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Improve the Knowledge Base

Thanks for helping with our Knowledge Base. For millions of people around the world, these articles are the face of Mozilla when they have a problem or question about one of our products. Improving the Knowledge Base is the way to get the biggest bang for our collective effort. A single article can quickly help tens of thousands of people each week.

Create an account and say hello

As a nonprofit, open-source project, we rely on our community of volunteers to write and maintain the majority of the articles. You don't need special permission to work on them — this is a wiki that anyone can edit. All you need is an account. Once you've got one, the next thing you should do is say hello:

  • Introduce yourself. We'd love to hear from you.
  • You can also talk to us in the #sumo IRC channel (chat room). This is where Mozilla support contributors help each other. I'm "jsavage" in there. If you don't have an IRC program, you can connect with this web app.

Get started writing!

Is there a topic we haven't covered? Here's the essential information that will help you create your first article:

Help us improve existing articles

The most common thing we do in the glamorous world of Knowledge Base maintenance is to try to improve the articles we already have. If you see something that can be better, show the article editing tools and then click Discussion and let us know what needs to be fixed or click Edit Article and make the change yourself.

Editing tools
Tip: A great place to get started is with one of these articles that need to be updated.

Complete list of article writing documentation

If you're really interested in editing and writing documentation, here are a few resources that should help explain how we do things:

Customize this article

Firefox

Version History
Revision #:
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Last update:
3 weeks ago
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Comments

Right now the article has this note under "Help us improve existing articles":

{note}Tip: A great place to get started is with one of these articles that need to be updated.{/note}

What about adding a tip for creating new content using the support forum "needsdoc" filter? I've been adding that tag to questions as I come up with solutions that need documenting in the KB:

The tip could be in the previous section:

Get started writing!

Is there a topic we haven't covered?

Tip: A great place to get started is with one of these support forum solutions that need to be documented.

Thanks - I added that to the article.

adamyasu_807786

Hey guys. My name is Adam and this is my first contribution to the knowledge base. Please let me know about anything you would like me to improve.

Can you tell what's wrong with the following paragraph?

If you see something that can be better, show the article editing tools and then click Discussion and let us know what needs to be be fixed or click Edit Article and make the change yourself.

There are two "be"s in the sentence. Also, I am not sure if this is intended formatting or not, but the sentence in the article is in bold.

Perhaps I will make the corrections myself, but I thought I would first address these issues on the discussion page first. If you want me to make the changes, just let me know.

Thanks for reporting the error! I removed the extra "be" in the sentence. I left the bold formatting, which looks like it was intended.

Feel free to make your own edits in the future, which will be checked by a KB reviewer before being approved.

This article is or is being edited to be about contributing to the KB.

It is not about the other methods of contributing to Mozilla. It is not even about contributing to Mozilla within Sumo.

This title is totally inappropriate and misleading in my opinion.

Additionally this is based on the article Improve the Knowledge Base /kb/improve-knowledge-base?redirect=no if these changes stand vital information and guidance is lost.


P.S. Note Just to clarify the situation "Improve the Knowledge Base" currently redirects to "Contribute to Mozilla" I have already included a no redirect link. Modified by John99 on February 15, 2016 at 11:14:10 AM GMT


2nd Update

Note. As feedback was made public last Wednesday https://docs.google.com/spreadsheets/d/1u-tcjyBzThpczrsmejX75BMMyXRoidDuF2uWGaaEW3Q/edit?pref=2&pli=...

  • Row 2 Col A Joni Savage 19:46 26 Feb Change title to Contribute to Mozilla Support
  • Row 2 Col H (? 2nd March) That title apparently still stands
  • Row 1 Col Z appears to be Joni's comment about reverting to the original title.

Then comment 8th March #post-13378 in this thread.

I can see changes in the title in pending revisions. However currently this is redirecting and the title used live is Contribute to Mozilla

Here's what I asked on Feb 12, 2016, in the related thread https://support.mozilla.org/en-US/forums/knowledge-base-articles/711828 Need Feedback Please! New and rewritten articles for Knowledge Base contributors (page 2)

Lauren, have you been renaming the articles you are changing or is Joni doing that? I think you should wait until your revisions are approved before renaming the articles, if you're doing it.

Lauren (Laucon) replied,

Yes Alice. I am renaming them I've made Joni fully aware that I'm doing this. If she disapproves of any names she will tell me.

A bigger issue is the removal of information in the proposed new version. Let's wait to see what happens after Joni's review.

I agree that we need a different title. This has been noted in the feedback and will be edited.

I've incorporated back some of the old content in my revision.

I've also reordered the article and put them into sections so it would be easier to follow. Our user interviews say that the old version is too long and the order is confusing for new contributors. I'd like to keep this article short and practical, but I want to make sure we're not leaving out key pieces of information.

John, Alice and everyone else, is there anything from the old article that's missing from the new article?

I realize that this is linking to articles that have not yet been approved. I won't publish this until I've checked and published the linked articles as well.

I made some edits. I don't know about that flow chart, though. It takes up a lot of room.

Thanks Joni, I am fine with articles being re-arranged and reorganised if it is likely to make things clearer and easier to understand.

When this thread commenced my main gripe was the title did not seem to fit the content. Not knowing what was intended or what would be changed next it is difficult to make informed and constructive comments.

What I would like to know is if something is moved or changed what is the reasoning behind that. It may just be an experiment or permanent, either way if it works and is shown to have benefits great it is an improvement.

The problem is looking at a single edit, a series of multiple edits, or an article in isolation, and without any prior notification of the planning and intent, it is impossible to know what is being removed and what is simply being relocated.

We are now starting to get more information and a discussion, but initially it we were just hit with an avalanche of unexpected and confusing changes. I don't think we really have seen any evidence of a pre prepared proper plan, or list of weaknesses and objectives.

This article has revisions that have been pending review for quite a while (I just made a new one today, to remove a link to the unapproved and archived Style Guide article).

If no one objects I'd like to make a small edit to the last approved version of this article, since Adding screenshots no longer explains how to create screenshots. That content was moved to the How to make screenshots article. That would remove all pending revisions from the review queue, however.

AliceWyman said

This article has revisions that have been pending review for quite a while (I just made a new one today, to remove a link to the unapproved and archived Style Guide article). If no one objects I'd like to make a small edit to the last approved version of this article, since Adding screenshots no longer explains how to create screenshots. That content was moved to the How to make screenshots article. That would remove all pending revisions from the review queue, however.

Since there were no objections I made the edit and self-approved it.