Outreach to end users
vseerror at lehigh.edu
Tue Mar 21 16:50:21 UTC 2017
yes. a frequent question of new users. How bad it is is hard to say.
But improved UI here will surely help users and reduce support questions.
On 3/21/2017 12:38 PM, Roland moco Tanglao wrote:
> if i recall correctly we had a few users in support/month who couldn't
> figure out why they didn't get an email account like they do for gmail
> when they started using thunderbird
> wayne mery, matt harris is my memory correct?
> On 3/21/17 8:34 AM, Blake Winton wrote:
>> I see a few people making the claim that everyone already has an
>> account, and expects Thunderbird to just download their existing
>> email, but the user research that Mozilla Messaging did found exactly
>> the opposite, which was what lead to the development of the Get An
>> Account feature in the first place. As I remember it, we would have
>> loved to add more account types, but none of the providers we
>> contacted were interested (with the obvious exception of Gandhi). I
>> don't think changing Thunderbird's initial user flow is necessarily a
>> bad idea, but let's not do it under false pretenses.
>> ------ Original Message ------
>> From: "Onno Ekker" <o.e.ekker at gmail.com <mailto:o.e.ekker at gmail.com>>
>> To: "tb-planning at mozilla.org" <tb-planning at mozilla.org
>> <mailto:tb-planning at mozilla.org>>
>> Sent: 21/03/2017 8:51:19
>> Subject: Re: Outreach to end users
>>> On Tue, Mar 21, 2017 at 12:51 AM, Ben Bucksch <ben.bucksch at beonex.com
>>> <mailto:ben.bucksch at beonex.com>> wrote:
>>> Thank you, everybody, for electing me into the TB council.
>>> One thing that we can do better is to reach out to end users.
>>> Some people are already working hard to give end users support.
>>> Thank you for that!
>>> We should also try to find new users. Most people I know just use
>>> either webmail or a smartphone app to read mail. They know what
>>> an email client is. Once I installed Thunderbird for some "mom
>>> and dad" type users, they were overjoyed: "I don't have to log in
>>> anymore. I just open Thunderbird on my computer and boom! All my
>>> emails are there!" and "I have my 2 emails accounts both in the
>>> same place. No need to check several websites. That saves so much
>>> time". For me, the 3 key reasons are:
>>> * efficient use
>>> * privacy
>>> * user empowerment
>>> How can we reach new users?
>>> I have some ideas, but hopefully, you have more:
>>> * Introduction tutorials for new users of Thunderbird, e.g.
>>> o On the website, as explanations of the advantages of
>>> Thunderbird for end users. Not just the power user
>>> features like advanced filtering, but what Mom and Dad
>>> users get from an email client.
>>> o As videos on YouTube or WebM
>>> * A blog, Twitter account, Facebook: Posting new good
>>> developments of Thunderbird. E.g. the vote of the new
>>> council, any requests for contributors when we identified a
>>> need etc. Any new features, releases we did.
>>> * Organizing "onboarding parties", where existing local users
>>> and community members think of ways to make Thunderbird and
>>> the concept of an email client (in contrast to webmail) and
>>> its advantages known to a new group of users. Each group
>>> could find their own ways of doing that. We'd establish a
>>> mailing list to let these different regional groups can
>>> exchange experiences and ideas and material.
>>> * How else could we get new Thunderbird users? Do you have any
>>> other ideas?
>>> * Who would like to get active, in one of the above tasks? It
>>> shouldn't just be a spur of the moment action, but a
>>> continuous nurturing of the communication channels.
>>> I think one thing that should be improved, is setting up Thunderbird
>>> for the first time. As it is now, you immediately get a prompt to get
>>> an account for Gandhi, and the option to use an existing mail account
>>> is somewhat hidden. Most of the users do have an existing account
>>> though, provided by their ISP, so I think configuring Thunderbird for
>>> an existing mail account should be the default.
>>> Also if someone doesn't have an existing mail account or wants to
>>> setup a new account anyway, he should be served better than to be
>>> given the option to get an account for Gandhi. There are a couple of
>>> free mail providers, like Gmail of Hotmail, which have their own
>>> merits. A brief explanation of the differences between such a free
>>> account, an address with their ISP and a payed account and maybe a
>>> guide to help acquire an account for Gmail or Hotmail is the least we
>>> could do. This is especially necessary, since people don't always
>>> realize what an email client is or does and they don't understand the
>>> difference between the program and the mail address.
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