djst's nest

Signs of things to come for the Mozilla Organization

Every day, I get a lot of e-mail messages from people around the world asking for support for Firefox and Thunderbird. Normally, I just ignore these support requests and (if I have time) refer to the MozillaZine Support Forums instead, since it's just as easy to post a question there as emailing me, but exposed to many more people. I even updated the mailto: link on the contact page to make it even more obvious that I won't have time to answer individual support questions.

However, recently I have changed my policy in this matter. I try to help each and every one requesting support the best I can, but of course still recommend the forums. What's made all these support requests interesting all of a sudden is the fact that they now mostly come from people who have been forced by others to switch to Mozilla products, rather than from people who made the switch of their own.

This is certainly a sign that the tides are changing for Mozilla! So I try to be quite a bit more helpful to these people, since they probably are much less informed than the people making the switch their own decision. I sort of view myself as an ambassador for the Mozilla Organization, since so many end-users seem to think I alone am the support staff. :) Of course, those users are wrong and I make that very clear when replying to e-mail messages, but I want to make my best effort in welcoming these new users to the great world of Mozilla.

The bottom line: it's getting very obvious that our user base is constantly growing and that Mozilla products are getting a greater acceptance among corporations and organizations.

Posted by djst at July 27, 2004 1:56 PM