Google Groups no longer supports new Usenet posts or subscriptions. Historical content remains viewable.
Dismiss

Intro/Suggestions on Article List

2 views
Skip to first unread message

Andrew Stein

unread,
Jul 6, 2007, 8:06:25 PM7/6/07
to Support Planning
Support team:

I wanted to introduce myself -- I'm a summer intern here at Mozilla working with Mary Colvig on Events and in creating an end-user education plan/program.  We're in the early stages of creating a plan (really researching what is out there and what gaps need to be filled) and realize how integral user support and the Knowledge Base is to our program.

I wanted to give you a heads up that JT asked me to go ahead and post some suggestions to the wiki support article page: http://wiki.mozilla.org/Support:Article_list.

Mary and I will be in touch shortly -- we'd love to set up a call to learn more what you're doing in terms of documentation. 

Thanks!
Andrew

--
Andrew Stein
Mozilla Corporation

Majken Connor

unread,
Jul 7, 2007, 12:20:22 AM7/7/07
to Andrew Stein, Support Planning
IMO, it'd be great to know what is mandated under the education
plan/program, sounds like it'll overlap quite a bit, and if we can get
on the same page we can avoid doing work that Mary has already set
aside resources for. For instance, if she were planning on having
some tutorial videos made (as we're discussing in another thread) it'd
be good to be on the same page, know what types of videos she was
going to cover and then see about using the same methods and styles to
whatever vids we make to supplement.

It sounds like you guys are focusing on things like tutorials, and
getting to know the programs, right? Everything that's been done so
far is on the newsgroup, or linked to here, so you should be able to
get a good idea of where we're at so far. Would definitely be awesome
to coordinate going forward.

-Majken "Lucy" Connor

> _______________________________________________
> support-planning mailing list
> support-...@lists.mozilla.org
> https://lists.mozilla.org/listinfo/support-planning
>
>

Chris Ilias

unread,
Jul 9, 2007, 7:36:22 PM7/9/07
to
On 7/6/07 8:06 PM, _Andrew Stein_ spoke thusly:

> I wanted to introduce myself -- I'm a summer intern here at Mozilla
> working with Mary Colvig on Events and in creating an end-user education
> plan/program. We're in the early stages of creating a plan (really
> researching what is out there and what gaps need to be filled) and
> realize how integral user support and the Knowledge Base is to our program.
>
> I wanted to give you a heads up that JT asked me to go ahead and post
> some suggestions to the wiki support article page:
> http://wiki.mozilla.org/Support:Article_list.

What would be the content at:
* where to start and what topics to tackle
* who to contact

Why is "how to improve speed and efficiency while browsing" a feature
tutorial?

We actually recently removed items, such as 'how to create a
theme/extension' from the FAQ, because they weren't deemed user support
articles [1]. It's stuff that belongs on developer.mozilla.org.

I think we should avoid putting many questions on one page (FAQ and
Tips&Tricks). A user arriving at the page, will then have to search
within the page, for the item he/she is looking for. I wouldn't mind
having some index pages, for navigational purposes; but we should have a
rule of one question per article.

[1]<https://bugzilla.mozilla.org/show_bug.cgi?id=385409>

Andrew Stein

unread,
Jul 9, 2007, 8:29:46 PM7/9/07
to Chris Ilias, support-...@lists.mozilla.org
On Jul 9, 2007, at 4:36 PM, Chris Ilias wrote:

On 7/6/07 8:06 PM, _Andrew Stein_ spoke thusly:
I wanted to introduce myself -- I'm a summer intern here at Mozilla 
working with Mary Colvig on Events and in creating an end-user education 
plan/program.  We're in the early stages of creating a plan (really 
researching what is out there and what gaps need to be filled) and 
realize how integral user support and the Knowledge Base is to our program.

I wanted to give you a heads up that JT asked me to go ahead and post 
some suggestions to the wiki support article page: 

What would be the content at:
* where to start and what topics to tackle
I agree with you. (I can't think of valuable content here.)
* who to contact
What I had envisioned here, although I'm not sure it fits, is that for "Who to contact", it would include contact information of people with knowledge in specific areas of Firefox.  This could be helpful if someone has a question while documenting a specific help topic.  I don't know if it makes sense to be emailing developers directly or whether we should compile the questions and then go get answers.


Why is "how to improve speed and efficiency while browsing" a feature 
tutorial?
Here, I was thinking it could include a tutorial on how using several features of Firefox could make the user's browsing experience easier.  However, if we think that there should be a focus on only one feature at a time, this tutorial wouldn't fit.

We actually recently removed items, such as 'how to create a 
theme/extension' from the FAQ, because they weren't deemed user support 
articles [1]. It's stuff that belongs on developer.mozilla.org.

I think we should avoid putting many questions on one page (FAQ and 
Tips&Tricks). A user arriving at the page, will then have to search 
within the page, for the item he/she is looking for. I wouldn't mind 
having some index pages, for navigational purposes; but we should have a 
rule of one question per article.

_______________________________________________
support-planning mailing list

Chris Ilias

unread,
Jul 10, 2007, 4:04:28 AM7/10/07
to
On 7/6/07 8:06 PM, _Andrew Stein_ spoke thusly:
> I wanted to give you a heads up that JT asked me to go ahead and post
> some suggestions to the wiki support article page:
> http://wiki.mozilla.org/Support:Article_list.

"I would most definitely like to have the about:config entry reference
page, it's more advanced than "mom" but it's absolutely invaluable for
many support requests, and is needed for some add-on support, as some
extensions flip existing prefs.--Majken 15:29, 5 July 2007 (PDT)

It's useful for helpers to look up preferences, but it's not as
useful to users. If we left it on mozillaZine, helpers would still have
access to it.--Np 12:20, 6 July 2007 (PDT)

Depends on the scope of users we're covering. IMO we should
maintain our own list of the prefs somewhere anyway. Maybe this is
already covered in MDC? Probably the better place for it anyway.--Majken
21:17, 6 July 2007 (PDT) "

I agree, that there should be an about:config reference page. A frequent
occurrence, after introducing a user to about:config, is a reply, saying
"Wow, that's cool. Is there a page that explains what all the other
preferences do?" It may not be for novice users; but the demand is high.

Jesper Kristensen

unread,
Jul 10, 2007, 7:20:51 AM7/10/07
to
Chris Ilias skrev:

I think about:config documentation would be a great thing to have on sumo. I
know that our main target user is "mom", but that should not prevent more
advanced users from getting useful support at sumo.

Jason Barnabe (np)

unread,
Jul 10, 2007, 11:59:11 AM7/10/07
to
On Jul 10, 3:04 am, Chris Ilias <n...@ilias.ca> wrote:
> I agree, that there should be an about:config reference page. A frequent
> occurrence, after introducing a user to about:config, is a reply, saying
> "Wow, that's cool. Is there a page that explains what all the other
> preferences do?" It may not be for novice users; but the demand is high.

It may be cool and useful, but I don't think it's within the scope of
this project. It being hosted on mozillaZine doesn't make it any less
cool or useful.

Kevin Brosnan

unread,
Jul 10, 2007, 1:29:03 PM7/10/07
to support-...@lists.mozilla.org
> Why is "how to improve speed and efficiency while browsing" a feature
> tutorial?

Because this topic makes it to the front page of digg on a monthly
basis. It would be better to have a clear explanation of the pros and
cons of these tweaks then to have a bunch of blogs and computer mags
telling people to change preferences without explanation.

Kevin Brosnan

Chris Ilias

unread,
Jul 11, 2007, 1:35:39 AM7/11/07
to
On 7/10/07 1:29 PM, _Kevin Brosnan_ spoke thusly:

I may have misrepresented what I was trying to communicate. I have no
problem with having an article on improving browsing speed. I was
questioning where it was placed.

Chris Ilias

unread,
Jul 12, 2007, 5:45:15 PM7/12/07
to
On 7/10/07 11:59 AM, _Jason Barnabe (np)_ spoke thusly:

Okay, no about:config entries page for now.

Chris Ilias

unread,
Jul 12, 2007, 8:53:26 PM7/12/07
to
On 7/9/07 8:29 PM, _Andrew Stein_ spoke thusly:

>> * who to contact
> What I had envisioned here, although I'm not sure it fits, is that for
> "Who to contact", it would include contact information of people with
> knowledge in specific areas of Firefox. This could be helpful if
> someone has a question while documenting a specific help topic. I don't
> know if it makes sense to be emailing developers directly or whether we
> should compile the questions and then go get answers.

I think the addresses on that page will end up with a lot of user
support questions.

0 new messages