Support.Mozilla.Org: Firefox 42 SUMO Day this Thursday, November 5th

Среда, 04 Ноября 2015 г. 18:42 + в цитатник

Remember, remember, the 5th of November, for some people it’s Guy Fawkes Night for us it’s Firefox 42 release SUMO Day!

What’s so special about this SUMO Day?

A SUMO Day is that time of the week where everybody who loves doing support, contributors, admins, moderators gather together and try and answer all the incoming questions on the Mozilla support forums. Firefox 42 has just been released with a load of new exciting features so we’re organizing a special SUMO Day just for this as we expect to have a lot more incoming questions on the support forums.

I want to participate! Where do I start?

Just create an account and then take some time to help with unanswered questions. We have an etherpad ready with all the details plus additional tips and resources. We have also created a special common responses spreadsheet for Firefox 42 that will be constantly updated.

This is a 24 hour event, we will start early during European mornings and finish late during US Pacific evenings.

We are also hanging out having fun and helping each other in #sumo on IRC.

If you get stuck with questions that are too difficult feel free to ping us on IRC #sumo or ask for help on the contributors forums.

Moderators

SUMO Day will be moderated by madasan (EU morning/afternoon), marksc (EU afternoon/US morning), guigs (US morning/afternoon). We can always use more people to help moderate through the day so if you would like to do this just add your name in the etherpad!

What does it mean to be a SUMO Day moderator?

It’s easy! Just check out the forums and monitor incoming questions. Don’t forget to hang out on IRC on #sumo and the contributor forums and chat with the other SUMO Day participants about possible solutions to questions. As a moderator you also help out contributors who are stuck with difficult questions and need help.

What else is happening?

During this SUMO Day and throughout the following weeks we are working together with our friends from the Social team who are answering user questions on social media channels such as Twitter and Facebook. As not all the “Social” contributors are familiar with support we are giving them a hand .

How does this work?

*If you are already familiar with SUMO and the support forum you can join us in helping out with escalations. When the contributors working on Social encounter a post or a question that they don’t know how to deal with, they escalate it to us and we point them to the right direction.

IMPORTANT: We will not be replying to the user directly but we will explain to the Social contributors how to answer and show them the right KB articles they should point the user to. Also, expect most escalations to be very easy, this is just a matter of educating Social contributors on how to deal with certain issues. There should be none of the crazy troubleshooting we sometimes see in the forums :)

*If you are a member of the SUMO community and also fluent speaker of French or German you can help out with approving the posts of the French and German contributors who answer questions on the social media channels. As not everybody is familiar with SUMO, some of the posts will need to be checked for accuracy and approved the same way we review and approve edits for L10N.

If you are interested in helping with any of the above please let Madasan know.

I hope everybody is as excited as we are about this new release! We will be trying to answer each and every incoming question on the support forum on Thursday so please join us. The more the merrier!

See you online and happy SUMO Day!

https://blog.mozilla.org/sumo/2015/11/04/firefox-42-sumo-day-this-thursday-november-5th/