Firefox Support Blog: The vision for SUMO ? Part 2: Understanding the bigger picture

A critical piece in having a community-powered project run successfully is that all participants understand the bigger picture. In the case of SUMO, there are actually two pictures, and with part two of this blog series I will try to explain both of them. Picture 1: The truly big picture Looking at how SUMO relates to the rest of the Mozilla project, this could be called the macro version of the bigger picture. This picture was made for a presentation I gave at FOSSCoach (OSCON 2008, Portland, Oregon) and is intentionally a little busy, and friendly. It does highlight some very important things, though: We?re not just helping our users solve their problems with Firefox so they can keep using their favorite browser; we?re here to listen to our users as well. Past readers of this blog series know that part 1 covered exactly this. The data we can gather by looking at stats for the Knowledge Base articles combined with incoming support requests in the Support Forum, Live Chat, letters and e-mails all help painting a better picture of what our top issues in Firefox are. The support and QA teams can work together and combine their findings from channels targeting different types of users and reach a shared understanding of which bugs we should be working on first. Knowing which features and bugs to focus on will be invaluable information for the development team. view original article
Tue, 02 Sep 2008 15:00:22 +0200

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