More users = More support requests
vseerror at lehigh.edu
Mon Mar 27 16:03:54 UTC 2017
On 3/24/2017 8:14 AM, Philipp Kewisch wrote:
> On 3/24/17 7:50 AM, Bruce A. Johnson wrote:
>> "the issue of support will have to be discussed"
>> After every other issue is addressed, and all the money is spent?
>> I am trying to get you people to discuss the issue of support now,
>> while the new Thunderbird organization is still in the planning
>> stages. Everyone here only talks about support as "something to be
>> discussed", but nobody seems willing to actually discuss it. What
>> that tells me is that no one is really interested in the end user.
> Hi Bruce,
> I understand the answer you received is not satisfying, and we would
> love to give you a more actionable answer. Support is definitely an area
> that is equally important to us and we would like to provide our support
> contributors with the tools they need to give users a satisfying answer.
> It was mentioned that this is something to be discussed, because we
> don't have a good answer at the moment.
> A few minutes ago I sent out an email what we discussed in the first
> call with our new council team. Part of that is hiring a community
> manager to interface with contributors of all kinds. We haven't defined
> the exact requirements yet, but I could imagine that part of this work
> would be to make sure support contributors have an effective escalation
> However, support is an area where we need your help, and the help of
> others interested in helping our users. Thunderbird can't strive without
> strong contributors like yourself. Maybe you can start by compiling a
> list of issue types where you commonly need an escalation path? We
> should then find other contributors willing to write a knowledge base
> article on those topics.
> The Thunderbird Council itself is just a small team and there are many
> important issues to discuss, but with an army of contributors we can
> make great progress on all the issues that affect Thunderbird.
> Kind Regards,
Bruce has posted quite the bucket list. It's great to see such interest
in the process. Most of it frankly involves the hard work of recruiting
more volunteers and helping those volunteers be productive - which
includes writing more doc which EVERYONE loves to do, right?
The immediate situation is complicated because we likely lost some
volunteers in the transition to lithium, and the remaining volunteers
may not be as productive as they had been under the old SUMO.
Philipp and benb made excellent points in their responses. I would add,
that you should define how you think we should measure success. Is it
answering 80-90% of posts?
Some other points I want to touch on...
1. Places for a volunteer to ask more help exist. I'm not sure it
documented in Thunderbird docs but I should think it is (or was) for
SUMO Firefox through SUMO volunteer forums. For Thunderbird we've opted
to focus volunteers in tb-support-crew. I suggest if there is any place
to discuss improving Thunderbird support with the resources that exist
today, THAT is the place to do it because there you have the people who
collectively have decades of experience providing support. (But there
isn't an "integrated" process.)
2. Perhaps I misread, but some think a hired hand is required fix
things. I'm not sure that is the case. For example 5-10 volunteers who
are daily answering questions have closer contact with users and
probably greater potential for recruiting volunteers than a hired hand.
(But again, I'm not aware there integrated tools to facilitate reaching
3. IMO to be fully proficient in support you should to have skills in
searching bugzilla. You have posted quite a few questions in
tb-support-crew, and many of them have been answered. Some which were
not answered can likely be found in BMO - for example "reply with template".
4. I should think Firefox volunteers (isn't that where you started
Bruce?) face some of the same issues. Perhaps we should work together on
More information about the tb-planning