Samuel Sidler has a post up titled Furthering Customer / End-user Support. This is good stuff:
Have you ever triaged a bug that was really just a support request? Or browsed the mozilla.feedback newsgroup and seen the numerous cries for help? Or how about taken a day or two and just watched the confused users line up in the mozillaZine forums or the support newsgroups?
There are so many avenues for users to try and get support from that it can be confusing (not all of them are listed here or above). One of the things we're looking at for the future is improving our customer support options. Last November, Chris Hofmann posted to the mozillaZine forums about expanding our support options as Firefox continues to grow. It's something that's been on our minds a lot lately and it's finally time to take action.
Starting next Tuesday, we'll be holding twice weekly meetings to discuss the future of customer support. These meetings are to discuss implementing some very specific things that are no-brainers in the realm of customer support.These meetings are open to anyone and everyone. If you or someone you know are currently providing any level of customer support, we want you there. Anyone who participates in any avenue of support is more than invited. That includes the mozillaZine forums and knowledge base, Mozilla's bugzilla, the support newsgroups, any mailing lists, IRC, anyone working with Hendrix, anyone who works on the in-app help documentation, etc etc etc.
- Tuesday, May 8, 2007 at 10am PDT - End-user knowledge base
- Thursday, May 10, 2007 at 2pm PDT - End-user forums
- Tuesday, May 15, 2007 at 10am PDT - One-to-one / multiuser chat
- Thursday, May 17, 2007 at 2pm PDT - How MoCo's approaching this problem
- Tuesday, May 22, 2007 at 10am PDT - Recap and discussion of any other issues ideas
We've created a newsgroup (Google Group) / mailing list (which you can subscribe to) where we'll be detailing ideas and plans for customer support options. Feel free to join in.
I'll be posting to the newsgroup with more details as the meetings get closer including the appropriate call-in number. As always, we want to see you there to help us further our end-user support and provide the best possible experience for Firefox.
Thanks, and we'll see you there!
I encourage any of you who have an interest in helping to improve our Firefox support system to go get involved. This is another one of those great opportunities for non-coders to make a major impact.
Posted by: Steve | May 3, 2007 12:27 AM
:)
Posted by: fiji | May 3, 2007 5:58 PM
I have been rejected by many robots as being "Invalid" - FireFox included. I signed on but no live contact to date. I am currently using AVANT Browser without the numerous situations described for the use of Mozilla/FireFox programs. What do you folk have on this? - I have a concern to rid my computer of the unwelcome "inspector" Outlook Express that periodically eliminates Video attachments from very close and trusted sites. But I have no wish to make a big project of this.
Also, I see that much space has been devoted to the Windows Media Player. I use this only when nothing else will play. WMP will not reliably fill my computer screen and does not always open all files. It tries to sell URGE! Despite my efforts to eliminate this HYPE - it keeps appearing! SOLUTION! No WMP. I prefer WinAmp to watch and listen.
I look to your feedback. - Wm
Posted by: summary | May 17, 2007 3:45 PM
I absolutely support Firefox, I'm always up for the challenge. Why not, everything about it is by far better than the monopoly IE. BUT, I CANNOT EDIT MY WEBSITE IN FIREFOX> IT'S a real bummer. Mickey
Posted by: Mickey Elliott | September 5, 2007 6:59 PM
>>>Thursday, May 10, 2007 at 2pm PDT - End-user forums
So does this mean there could finally be a official support forum?