Outreach to end users

Ludovic Hirlimann ludovic at mozilla.com
Wed Mar 22 08:42:44 UTC 2017

The number was something like 70% of users downloading TB expected an
account with it .....

On 21/03/2017 16:34, 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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Mozilla Operation Center
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