David Tenser will give an open seminar on Friday 27 November 11:15-12:00 in conference room Insikten in Portalen.
Title:
Firefox Support: Bridging the Gap Between Users and Developers
with SUMO
Abstract:
Firefox is in a unique position in the open source world today,
especially with the user support needs. Unlike most other open source
projects, where the difference between users and developers are small,
Firefox is targeting true mainstream users.
This talk will introduce Mozilla's solution for user support called SUMO
(short for Support at Mozilla): the community-powered support website
for Firefox. SUMO has been designed based on the following key requirements:
- It had to be centered around self-service support in order to scale
to meet the demands of millions of Firefox users worldwide
- It had to provide developers with key insights about the Firefox
user base
- It had to lower the barrier of entry for people participating in the
Mozilla community
Biography:
David Tenser is a longtime contributor to Mozilla and the Firefox and
Thunderbird support sites, authoring major parts of the help content
from the early days of the Foundation. He first got involved with
Mozilla in 2000, two years before the Firefox project was born. In 2007,
he was hired by Mozilla to officially lead the community-powered user
support program known as SUMO.