Outreach to end users

Wayne Mery 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?
> 
> cheers!
> 
> ...Roland
> 
> 
> 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.
>>
>> Later,
>> Blake.
>>
>> ------ 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.
>>>
>>>
>>>     Questions:
>>>
>>>       * 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.
>>>
>>> Onno
>>
>>
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> 
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