[Marketing-Public]informal support proposal

Bart Decrem marketing-public at mozilla.org
Mon, 29 Mar 2004 21:52:01 -0800

Mozilla Champions is indeed a wonderful service for users, but it's not 
a complete solution.   For one thing, newsgroups can be intimidating to 
beginning users.  Also, many users want some SLA - some guarantee that 
their question will get an answer from a professional in some 
predictable amount of time, knowing that there's a 'supervisor' involved 
so that their are some quality controls.  Therefore, in my opinion, the 
appropriate set of support options should include more than one 
technology, focus almost obsessively on making the experience as 
user-friendly and approachable as possible, and offer a mix of free and 
paid services.   


Moz Champion wrote:

> Bart
>          You already have one such. A scalable, self sustaining, high 
> quality option for users. And best of all its free.
> Its called the Mozilla Champions.
>           Yes, we have our own page on the mozilla.org site (thank 
> you) and we have even been 'recognized' by mozilla.org (thank you).  
> We even have our own discussion forum (thank you).
> Alas, that is all the 'support' extant to date.  We still have no user 
> orientated newsgroups on mozilla.org servers (we use secnews). The 
> last discussion regarding this, our minimum list of 10 newsgroups we 
> were informed we had to minimize down to five ( which simply isnt 
> possible considering we support three products, on three platforms and 
> multimedia as well)
> Our mozilla.org discussion forum is open to all so is not useful for 
> some of our discussions. We have no mandate for even managing decorum 
> and posting policies on those groups which we assist in. (see the 
> apparent discrepancies between the mozilla.org posting guidelines and 
> those of the Champions (listed on our website))
>           Decision One phone support, which users have the dubious 
> honor of paying for, routinely monitor the newsgroups for answers, 
> which they sell back to customers.  Yet Decision One has a listing on 
> the mozilla.org home page,  but to find the Champions you have to 
> search through multiple pages to even find a mention.
>           Yet, even in the face of this, we carry on and do what we 
> can.  We are a self-sustaining, scalable, high quality  support option 
> for users, yet it does not seem that all elements of mozilla.org are 
> happy to work with us.
> Bart Decrem wrote:
>> One of the reasons we floated the RFP for support offerings on 
>> Mozillazine (http://www.mozillazine.org/talkback.html?article=4529) 
>> was to follow up on the discussion on this list last week.  We are 
>> looking for scalable, self-sustaining, high quality support options 
>> for all of our users, ideally including a range of both free and 
>> paying support options.  If a group of people on this list wants to 
>> work together in putting together a proposal, we'd be happy to work 
>> with you.
>> /bd
>> Simon Males wrote:
>>> Consider this brain food- a techie proposal, but a system that may 
>>> do the job. I heard on another dicussion list of companies using 
>>> bugzilla as a email ticketing system.
>>> One top of that, have a team who sort the email and assign them to the
>>> appropriate modules to which the appropriate module owners/teams are
>>> experience in that part of Mozilla and will respectivly respond to the
>>> query.
>>> Providing an archiving system for responded to queries. Using Super
>>> review flags as a form of escalation management. A QA team reviewing 
>>> the
>>> email before being checked in (sent), regularly at first for new
>>> supporters then random unannounced live reviewing before being sent.
>>> Chew on that.
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Bart Decrem
Mozilla Foundation
p: 650.387.0625
f: 707.982.1479