support, a role of an open source project
TRANSCRIPT
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SUPPORT, A ROLE OFAN OPEN SOURCE PROJECT
TAKE MOZILLA SUPPORT AS AN EXAMPLE
Ernest Chiang [email protected]
@dwchiang
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ABOUT ERNEST• Open + Integration
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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.)
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SUPPORTIn the beginning…
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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
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WAYS TO SUPPORT
Assist Clarify
Help
Pacify
Summarise Troubleshooting
Teach
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End users Developers
Distributors
?
Channels Others
?
WHO SUPPORTS WHOM
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SUPPORTIn a product cycle or a dev process…
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SUPPORT IN A…
Spiral model (Boehm, 1988)
Waterfall model
Product life cycle
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SUPPORTexamples / tools / comparison
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SUPPORT TOOLS• 0800 service
• UserVoice
• ZenDesk
• Physical support desks
• Postcard
• more …
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SUPPORT TOOLS
• Issues / Pull Requests on a GitHub repository.
• README / Manual pages.
• User group.
• Mailing list.
• more…
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COMPARISON
OSS non-OSS
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MOZILLAand Mozilla projects
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ABOUT MOZILLA
• {video time: What is Mozilla}
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ABOUT MOZILLA
• {video time #2: Mozilla Story}
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MOZILLA PRODUCTS
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MOZILLA FUNCTIONS
SUMO
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WE FIGHT FOR THE USERS!
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Why would you help angry people ?
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There’s a fox trying to keep the web open.
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So many people work together to build Mozilla products.
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But after our products land in the users' hands...
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THINGS CAN GET DIFFICULT FOR SOME …
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AND ALL THAT WORK GOES TO THE BIN…
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THIS IS WHERE SUMO COMES IN
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Product design Coding !
& QA
L10n !& Engagement
SUMO
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BUT WARNING!This is not for the faint hearted.
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SUMO HEROES TO THE RESCUE!
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We help a lot of people
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NUMBERS
• approx 700,000 users visit SUMO daily.
• we get around 170 questions/day only in our support forums.
• we maintain 4 support channels, 6 products and almost 50 locales.
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YOU TOO CAN BECOME A SUMO HERO!
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SUMOa pathway for everyone
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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.
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HELP USERS ON TWITTER
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FORUMS
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TRANSLATE HELP ARTICLESIN YOUR LANGUAGE
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CONTRIBUTION START POINT• [English/Chinese] https://support.mozilla.org/get-involved
• [Chinese] http://moztw.org/contribute/sumo/
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CREDITS
• Bob Chao: Brainstorming outline inputs.
• Estela Liu: Session/event support.
• Peter Chen: Brainstorming outline inputs.
• Rosana Ardila: SUMO slides.
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THANK YOUlet’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 [email protected]
@dwchiang