[Marketing-Public]Mozilla vs Opera

Robert J. Accettura marketing-public at mozilla.org
Wed, 24 Mar 2004 19:25:57 -0500


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More of a general reply, than to any particular response:

1.  As said, we need to remove this press that Mozilla is completely 
unsupported.  We need a support site that works.
2.  We need to have better (more accessible, and faster) support than 
anyone else.

My suggestion is to go towards a more modern approach that seems to work 
well with endusers.  chat.  It seems everyone is into IM services, so 
it's something they understand, and use on a regular basis.  It's proven 
to work for rackspace as well.  People respond favorably to them.

We unquestionably need mozilla.org support.  Or else, we need to get 
used to being called "unsupported", and get other press to that effect. 

IRC, and newsgroups will always be out of reach of the general user for 
a few reasons:
- Not built into Firefox (need more software)
- Known for spam/abuse/is blocked by ISP... lots of limitations to keep 
people away
- Awkward interfaces people aren't used to.

Forums have the disadvantage of being slow to respond, and need to keep 
checking.  Remember you either have to register (yuck, giving personal 
info to a third party an enduser doesn't know?) or you don't get email 
notification of a reply.  Besides.  Forums will never really fly as 
"support" in the press.  It will always be viewed as second class.

If Mozilla.org wants to brush off the support gripe  the media all seems 
to share... that's one thing.  But if Mozilla.org wants to remove it.  
The ultimate decision is either support tickets, or chat (or both).  
They are professional, fast, and easy for the end user.  The end user is 
used to, and understands how to use both of them.

Remember, it's not only about meeting the competition, it's about 
smashing them. 


Anyway, it's just an open discussion at this time about methods to 
tackle, what is unquestionably a serious issue Mozilla faces when 
looking at adoption by the general user. 


-- 
Robert J. Accettura
robert@accettura.com


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