SUPPORT, A ROLE OF AN OPEN SOURCE PROJECT

SUPPORT, A ROLE OFAN OPEN SOURCE PROJECT

TAKE MOZILLA SUPPORT AS AN EXAMPLE

Ernest Chiang dwchiang@mail.moztw.org

@dwchiang

ABOUT ERNEST• Open + Integration

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.)

SUPPORTIn the beginning…

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

WAYS TO SUPPORT

Assist Clarify

Help

Pacify

Summarise Troubleshooting

Teach

End users Developers

Distributors

?

Channels Others

?

WHO SUPPORTS WHOM

SUPPORTIn a product cycle or a dev process…

SUPPORT IN A…

Spiral model (Boehm, 1988)

Waterfall model

Product life cycle

SUPPORTexamples / tools / comparison

SUPPORT TOOLS• 0800 service

• UserVoice

• ZenDesk

• Physical support desks

• Postcard

• more …

SUPPORT TOOLS

• Issues / Pull Requests on a GitHub repository.

• README / Manual pages.

• User group.

• Mailing list.

• more…

COMPARISON

OSS non-OSS

MOZILLAand Mozilla projects

ABOUT MOZILLA

• {video time: What is Mozilla}

ABOUT MOZILLA

• {video time #2: Mozilla Story}

MOZILLA PRODUCTS

MOZILLA FUNCTIONS

SUMO

SUMOstands for support.mozilla.org

WE FIGHT FOR THE USERS!

Why would you help angry people ?

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

So many people work together to build Mozilla products.

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

THINGS CAN GET DIFFICULT FOR SOME …

AND ALL THAT WORK GOES TO THE BIN…

THIS IS WHERE SUMO COMES IN

Product design Coding !

& QA

L10n !& Engagement

SUMO

BUT WARNING!This is not for the faint hearted.

SUMO HEROES TO THE RESCUE!

SUPPORT.MOZILLA.ORG

We help a lot of people

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.

YOU TOO CAN BECOME A SUMO HERO!

SUMOa pathway for everyone

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.

HELP USERS ON TWITTER

FORUMS

TRANSLATE HELP ARTICLESIN YOUR LANGUAGE

CONTRIBUTION START POINT• [English/Chinese] https://support.mozilla.org/get-involved

• [Chinese] http://moztw.org/contribute/sumo/

CREDITS

• Bob Chao: Brainstorming outline inputs.

• Estela Liu: Session/event support.

• Peter Chen: Brainstorming outline inputs.

• Rosana Ardila: SUMO slides.

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 dwchiang@mail.moztw.org

@dwchiang