[Marketing-Public]Mozilla vs Opera

Robert J. Accettura marketing-public at mozilla.org
Mon, 22 Mar 2004 19:40:45 -0500


This is a cryptographically signed message in MIME format.

--------------ms060808090403040609040900
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Content-Transfer-Encoding: 7bit

An interesting read here:
http://www.kansascity.com/mld/kansascity/business/technology/8246846.htm?1c

Ultimately, I think it comes down to this paragraph:
"Mozilla is a worthy contender, but there's one big problem for 
non-expert users: The Mozilla Foundation is an ``open source'' effort, 
meaning the software is developed through the work of volunteers. As a 
result, Mozilla's own Web site offers little in the way of hand-holding 
for newbies. The foundation recently hired an outside firm to provide 
customer support by telephone, but the cost is a steep $39.95 per incident."

It pretty much ends there.  I've mentioned it once or twice before, that 
Mozilla needs some better alternatives to support that could satisfy the 
need.

What I'm thinking is this:

Many websites have some neat Java based web chats that allow users to 
browse to the website and contact support/sales.  Check 
www.rackspace.com for an example of that.  Perhaps it would be 
worthwhile to do so on Mozilla.org.  While it wouldn't be good enough 
for corporate users, who need a real support option such as already 
available, it may be useful for end users.  It could even be XUL based.  
Perhaps we can solicit some volunteers to man it.  There quite a few 
knowledgeable people on IRC and Mozillazine Forums.  If some would 
contribute a few hours a week, there is easy 24x7 coverage. 

A chatroom is a bit crazy, hard to use, and confusing to the casual 
user.  Forums can also be daunting.  But just visiting a website and 
clicking a button is pretty easy.

Even if we could only cover a few hours a day, would be a nice 
alternative.  Instant free support from the community.  Could have a 
little quiz or qualification for becoming a support rep.  Could even set 
the system up with a rating incentive.  When the support ticket is done, 
prompt the end user to rate the support 1-5, and perhaps a small prize 
for the top rep of the month.

Would get people more involved, even without programming experience, and 
have a great support system, fixing this obvious hole in marketing.


Anyway.... just a thought, perhaps some can build on it, destroy it, 
modify it, mutaliate it, or mate it with a primate in hopes of creating 
a superior species.

Pardon the aweful quick typing and somewhat incoherent thoughts, I'm in 
the middle of 10 things here including dinner.

-- 
Robert J. Accettura
robert@accettura.com


--------------ms060808090403040609040900
Content-Type: application/x-pkcs7-signature; name="smime.p7s"
Content-Transfer-Encoding: base64
Content-Disposition: attachment; filename="smime.p7s"
Content-Description: S/MIME Cryptographic Signature

MIAGCSqGSIb3DQEHAqCAMIACAQExCzAJBgUrDgMCGgUAMIAGCSqGSIb3DQEHAQAAoIIJUDCC
AwYwggJvoAMCAQICAwmRhzANBgkqhkiG9w0BAQQFADCBkjELMAkGA1UEBhMCWkExFTATBgNV
BAgTDFdlc3Rlcm4gQ2FwZTESMBAGA1UEBxMJQ2FwZSBUb3duMQ8wDQYDVQQKEwZUaGF3dGUx
HTAbBgNVBAsTFENlcnRpZmljYXRlIFNlcnZpY2VzMSgwJgYDVQQDEx9QZXJzb25hbCBGcmVl
bWFpbCBSU0EgMjAwMC44LjMwMB4XDTAzMDMyNDAzMjgyNloXDTA0MDMyMzAzMjgyNlowRjEf
MB0GA1UEAxMWVGhhd3RlIEZyZWVtYWlsIE1lbWJlcjEjMCEGCSqGSIb3DQEJARYUcm9iZXJ0
QGFjY2V0dHVyYS5jb20wggEiMA0GCSqGSIb3DQEBAQUAA4IBDwAwggEKAoIBAQCdI8u23OSB
a4giblPv/oVqCWYqN5p7TbUoWm08IMo1vLMzeTNfDqw6MvPUr1K22Iwzi0wHBC/kFirmrtD1
hLHzcRrR/Zq53bIAy/nUYMdQI4ZT1mXwKkzkIuPJxchsdEsKrLKSFK0wlgyaxc5vwjQj9ZZN
eUQ4GDncjgKeNwDiSb5jZ6K6jkHsCqmp7K8tcpfmvurxH+9gwNNsNqUfEkbVzoOWVM4Iomsf
g6sv+UkrLbVpHieKOxXRRj+61lAnj6s3d6woSdvIsJTP9TxVkSDrjvjkME9niKxlRBTsm3Cf
LdZIe+xEYX5v4fiPrz7b+XfEGZ15oazOw16e6luDU5slAgMBAAGjMTAvMB8GA1UdEQQYMBaB
FHJvYmVydEBhY2NldHR1cmEuY29tMAwGA1UdEwEB/wQCMAAwDQYJKoZIhvcNAQEEBQADgYEA
mzL49yOvRYUkth9qqZRsxwrxLcj6J2l8OQifFUoahWYBr5AYnEwfB3YKBSbQrS6Oj/SDw4Fz
Jo/LqwiscrRtV1iGHRqmkT7HIjz/5KgzaPZWNMLSQ5wth0q+k5aB6sVZSLytHZQzmEGVYUDh
4Qz1Hb52NaiVO7D6jNXeEWBRVM4wggMGMIICb6ADAgECAgMJkYcwDQYJKoZIhvcNAQEEBQAw
gZIxCzAJBgNVBAYTAlpBMRUwEwYDVQQIEwxXZXN0ZXJuIENhcGUxEjAQBgNVBAcTCUNhcGUg
VG93bjEPMA0GA1UEChMGVGhhd3RlMR0wGwYDVQQLExRDZXJ0aWZpY2F0ZSBTZXJ2aWNlczEo
MCYGA1UEAxMfUGVyc29uYWwgRnJlZW1haWwgUlNBIDIwMDAuOC4zMDAeFw0wMzAzMjQwMzI4
MjZaFw0wNDAzMjMwMzI4MjZaMEYxHzAdBgNVBAMTFlRoYXd0ZSBGcmVlbWFpbCBNZW1iZXIx
IzAhBgkqhkiG9w0BCQEWFHJvYmVydEBhY2NldHR1cmEuY29tMIIBIjANBgkqhkiG9w0BAQEF
AAOCAQ8AMIIBCgKCAQEAnSPLttzkgWuIIm5T7/6FaglmKjeae021KFptPCDKNbyzM3kzXw6s
OjLz1K9SttiMM4tMBwQv5BYq5q7Q9YSx83Ea0f2aud2yAMv51GDHUCOGU9Zl8CpM5CLjycXI
bHRLCqyykhStMJYMmsXOb8I0I/WWTXlEOBg53I4CnjcA4km+Y2eiuo5B7AqpqeyvLXKX5r7q
8R/vYMDTbDalHxJG1c6DllTOCKJrH4OrL/lJKy21aR4nijsV0UY/utZQJ4+rN3esKEnbyLCU
z/U8VZEg64745DBPZ4isZUQU7Jtwny3WSHvsRGF+b+H4j68+2/l3xBmdeaGszsNenupbg1Ob
JQIDAQABozEwLzAfBgNVHREEGDAWgRRyb2JlcnRAYWNjZXR0dXJhLmNvbTAMBgNVHRMBAf8E
AjAAMA0GCSqGSIb3DQEBBAUAA4GBAJsy+Pcjr0WFJLYfaqmUbMcK8S3I+idpfDkInxVKGoVm
Aa+QGJxMHwd2CgUm0K0ujo/0g8OBcyaPy6sIrHK0bVdYhh0appE+xyI8/+SoM2j2VjTC0kOc
LYdKvpOWgerFWUi8rR2UM5hBlWFA4eEM9R2+djWolTuw+ozV3hFgUVTOMIIDODCCAqGgAwIB
AgIQZkVyt8x09c9jdkWE0C6RATANBgkqhkiG9w0BAQQFADCB0TELMAkGA1UEBhMCWkExFTAT
BgNVBAgTDFdlc3Rlcm4gQ2FwZTESMBAGA1UEBxMJQ2FwZSBUb3duMRowGAYDVQQKExFUaGF3
dGUgQ29uc3VsdGluZzEoMCYGA1UECxMfQ2VydGlmaWNhdGlvbiBTZXJ2aWNlcyBEaXZpc2lv
bjEkMCIGA1UEAxMbVGhhd3RlIFBlcnNvbmFsIEZyZWVtYWlsIENBMSswKQYJKoZIhvcNAQkB
FhxwZXJzb25hbC1mcmVlbWFpbEB0aGF3dGUuY29tMB4XDTAwMDgzMDAwMDAwMFoXDTA0MDgy
NzIzNTk1OVowgZIxCzAJBgNVBAYTAlpBMRUwEwYDVQQIEwxXZXN0ZXJuIENhcGUxEjAQBgNV
BAcTCUNhcGUgVG93bjEPMA0GA1UEChMGVGhhd3RlMR0wGwYDVQQLExRDZXJ0aWZpY2F0ZSBT
ZXJ2aWNlczEoMCYGA1UEAxMfUGVyc29uYWwgRnJlZW1haWwgUlNBIDIwMDAuOC4zMDCBnzAN
BgkqhkiG9w0BAQEFAAOBjQAwgYkCgYEA3jMypmPHCSVFPtJueCdngcXaiBmClw7jRCmKYzUq
bXA8+tyu9+50bzC8M5B/+TRxoKNtmPHDT6Jl2w36S/HW3WGl+YXNVZo1Gp2Sdagnrthy+boC
9tewkd4c6avgGAOofENCUFGHgzzwObSbVIoTh/+zm51JZgAtCYnslGvpoWkCAwEAAaNOMEww
KQYDVR0RBCIwIKQeMBwxGjAYBgNVBAMTEVByaXZhdGVMYWJlbDEtMjk3MBIGA1UdEwEB/wQI
MAYBAf8CAQAwCwYDVR0PBAQDAgEGMA0GCSqGSIb3DQEBBAUAA4GBADGxS0dd+QFx5fVTbF15
1j2YwCYTYoEipxL4IpXoG0m3J3sEObr85vIk65H6vewNKjj3UFWobPcNrUwbvAP0teuiR59s
ogxYjTFCCRFssBpp0SsSskBdavl50OouJd2K5PzbDR+dAvNa28o89kTqJmmHf0iezqWf54TY
yWJirQXGMYID1TCCA9ECAQEwgZowgZIxCzAJBgNVBAYTAlpBMRUwEwYDVQQIEwxXZXN0ZXJu
IENhcGUxEjAQBgNVBAcTCUNhcGUgVG93bjEPMA0GA1UEChMGVGhhd3RlMR0wGwYDVQQLExRD
ZXJ0aWZpY2F0ZSBTZXJ2aWNlczEoMCYGA1UEAxMfUGVyc29uYWwgRnJlZW1haWwgUlNBIDIw
MDAuOC4zMAIDCZGHMAkGBSsOAwIaBQCgggIPMBgGCSqGSIb3DQEJAzELBgkqhkiG9w0BBwEw
HAYJKoZIhvcNAQkFMQ8XDTA0MDMyMzAwNDA0NVowIwYJKoZIhvcNAQkEMRYEFHLdd/ugzl0N
ms/xgAUpXWc4nto/MFIGCSqGSIb3DQEJDzFFMEMwCgYIKoZIhvcNAwcwDgYIKoZIhvcNAwIC
AgCAMA0GCCqGSIb3DQMCAgFAMAcGBSsOAwIHMA0GCCqGSIb3DQMCAgEoMIGrBgkrBgEEAYI3
EAQxgZ0wgZowgZIxCzAJBgNVBAYTAlpBMRUwEwYDVQQIEwxXZXN0ZXJuIENhcGUxEjAQBgNV
BAcTCUNhcGUgVG93bjEPMA0GA1UEChMGVGhhd3RlMR0wGwYDVQQLExRDZXJ0aWZpY2F0ZSBT
ZXJ2aWNlczEoMCYGA1UEAxMfUGVyc29uYWwgRnJlZW1haWwgUlNBIDIwMDAuOC4zMAIDCZGH
MIGtBgsqhkiG9w0BCRACCzGBnaCBmjCBkjELMAkGA1UEBhMCWkExFTATBgNVBAgTDFdlc3Rl
cm4gQ2FwZTESMBAGA1UEBxMJQ2FwZSBUb3duMQ8wDQYDVQQKEwZUaGF3dGUxHTAbBgNVBAsT
FENlcnRpZmljYXRlIFNlcnZpY2VzMSgwJgYDVQQDEx9QZXJzb25hbCBGcmVlbWFpbCBSU0Eg
MjAwMC44LjMwAgMJkYcwDQYJKoZIhvcNAQEBBQAEggEARiZRqLW8xeZKKZ8mtqJYaBESEnZe
6Wa6NoeS8bAbS4rjZCnIv7PJbwxt6lWZpr8Ixqj6s0F90A5snfryRTSd/lamwvfD0C2+ol9S
mRIt/D5a+gIvRfTx+9LlzEHBrJ5pPxLJWDMNYbquVQoYzHGsSkHidCl+CwzOTAqHgczrxKm0
isJoYY5GTvhoMgE4vp9K4nlzddjTyX3YBOD5vsURYER+B2p0i1MkHbtYSy5MlbEG/iR6Cyup
bC7I0WcgI/6J148/4tIiEzaZSpN5DQT+7iOI78Ay3cdA9JL8JCsTbxAyMdcYHC960IZTyp82
VU4Ft3eKSX/sSoxmX/TxDkLmUwAAAAAAAA==
--------------ms060808090403040609040900--