TAKE MOZILLA SUPPORT (SUMO) AS AN EXAMPLE. The slide talked at COSCUP on July 19, 2014 in Taipei, Taiwan.

2. SUPPORT, A ROLE OF
AN OPEN SOURCE PROJECT
TAKE MOZILLA SUPPORT AS AN EXAMPLE
Ernest Chiang
dwchiang@mail.moztw.org
@dwchiang

3. ABOUT ERNEST
• Open + Integration

4. OBJECTIVES
• That role of “Support” is in a product/project-driven team.
• It’s not a conclusion. It’s a starting point to do something.
• What is Mozilla.
• Learn what SUMO is, and how to contribute to SUMO.
(SUMO stands for Mozilla Support.)
• Everyone can contribute (with heart).
(you don’t need to be a developer or anything you feel difficult.)

5. SUPPORT
In the beginning…

6. ABOUT SUPPORT
• Customer support is a range of customer services to assist
customers in making cost effective and correct use of a product.
It includes assistance in planning, installation, training,
troubleshooting, maintenance, upgrading, and disposal of a
product.
• Regarding technology products such as mobile phones,
televisions, computers, software products or other electronic or
mechanical goods, it is termed technical support.
https://en.wikipedia.org/wiki/Customer_support

7. WAYS TO SUPPORT
Assist Clarify
Help
Pacify
Summarise Troubleshooting
Teach

8. End users Developers
Distributors
?
Channels Others
?
WHO SUPPORTS WHOM

9. SUPPORT
In a product cycle or a dev process…

10. SUPPORT IN A…
Spiral model (Boehm, 1988)
Waterfall model
Product life cycle

11. SUPPORT
examples / tools / comparison

12. SUPPORT TOOLS
• 0800 service
• UserVoice
• ZenDesk
• Physical support desks
• Postcard
• more …

13. SUPPORT TOOLS
• Issues / Pull Requests on a GitHub repository.
• README / Manual pages.
• User group.
• Mailing list.
• more…

14. COMPARISON
OSS non-OSS

15. MOZILLA
and Mozilla projects

16. ABOUT MOZILLA
• {video time: What is Mozilla}

17. ABOUT MOZILLA
• {video time #2: Mozilla Story}

18. MOZILLA PRODUCTS

19. MOZILLA FUNCTIONS
SUMO

20. SUMO
stands for support.mozilla.org

21. WE FIGHT FOR THE USERS!

22. Why would you help angry people ?

23. There’s a fox trying to keep the web open.

24. So many people work together
to build Mozilla products.

25. But after our products
land in the users' hands...

26. THINGS CAN GET DIFFICULT
FOR SOME …

27. AND ALL THAT WORK
GOES TO THE BIN…

28. THIS IS WHERE SUMO COMES IN

29. Product
design Coding !
& QA
L10n !
& Engagement
SUMO

30. BUT WARNING!
This is not for the faint hearted.

32. SUMO HEROES TO THE RESCUE!

33. SUPPORT.MOZILLA.ORG

34. We help
a lot of people

35. NUMBERS
• approx 700,000users visit SUMO daily.
• we get around 170 questions/day only in our support forums.
• we maintain 4 support channels, 6 products and almost 50locales.

36. YOU TOO CAN BECOME A SUMO
HERO!

37. SUMO
a pathway for everyone

38. PATHWAYS
• At SUMO we have pathways for any type of contributor, young,
experienced, technical, language lover…
• Army of Awesome:
the easiest way to start at Mozilla
• Support Forums:
Help users from easy questions to ninja trouble-shooting
• L10n:
translate articles for the users in your locale.

39. HELP USERS ON TWITTER

40. FORUMS

41. TRANSLATE HELP ARTICLES
IN YOUR LANGUAGE

42. CONTRIBUTION START POINT
• [English/Chinese] https://support.mozilla.org/get-involved
• [Chinese] http://moztw.org/contribute/sumo/

43. CREDITS
• Bob Chao: Brainstorming outline inputs.
• Estela Liu: Session/event support.
• Peter Chen: Brainstorming outline inputs.
• Rosana Ardila: SUMO slides.

44. THANK YOU
let’s meet at MozTW BoF later with pizza,
and we can talk.
btw, if you want to play with JavaScript
on a fitness machine, we can talk too :-)
Ernest Chiang
dwchiang@mail.moztw.org
@dwchiang