Talk:Support/Goals/FirefoxClinic

Notes from the first meeting

Jan. 13, 2012
(Michael, Michelle, Cheng, Ibai, Gregg, Jinghua, video link)

• Event date - sometime during the Fx 11 release. Maybe the Saturday following (Mar 17). We need to inquire about promoting and holding local events. If it seems likely that we can get 50 - 100 people on a weekday evening it might be easier/better to do this during the week.
• Narrow focus to users who have problems to fix. We don't want to get "Mozilla fans" or "techy people," we want regular people. It's a "support" event.
• Talk to user engagement about publicizing and holding local events. What are the best practices and what are the pitfalls? We'll learn some of that by holding the event though it would be good to learn a bit before the event.
• Probably need at least 50 people to get a good sample of users. 100+ would be great.
• How do we plan for people? Set appointments? Have a limited # of spots? Staff for a lot and let people show up when they want?
• Would be good to fill out some sort of support ticket after working with someone. It could provide data to mine and a possible list of people willing to be contacted for follow up.
• [UR] - would like to get developers, marketing, PMs, etc. to be able to see users with problems. If we hold it on a weekday evening it might be easier to get Devs, PMs, etc to stick around and observe (not a primary goal but nice side-effect).
• [UR] - we'd recruit people to be interviewed/observed after getting their issue handled by sumo team.
• We should have a brown bag a few days before the event to let people know how they can help.