John Slater recently hosted a brown bag about how to improve Mozilla’s web sites by making a clearer distinction between Mozilla, the non-profit organization, and Firefox, one of its products (and, of course, the most popular since it happens to be the best browser in the world!). He also posted a blog post about the topic, and David Boswell then followed up by providing his thoughts from the point of view of the Mozilla Foundation.
As I’ve said before, my vision for SUMO goes beyond Firefox: SUMO is a vibrant community of people who want to help others with their web experience. It’s also a support website platform for products like Firefox, mobile Firefox and Thunderbird.
The URL for Firefox Support, the largest SUMO-powered support site, is currently support.mozilla.com. While I don’t think URLs are that important in the first place (the navigation and structure of websites are far more important), this particular URL is a bit unfortunate because the support site is indeed about Firefox, and not Mozilla as a whole. A URL like support.firefox.com would make more sense, and would also send a clearer message to everyone what the focus of the site is.
In the ideal world, there would be a central place for support on mozilla.org where users of all products could find easy access to the support offerings per product. In other words, something like mozilla.org/support, which already exists today (although I would also make sure that support.mozilla.org worked).
Then, each product would have its own support site hosted on the product domains, e.g. support.firefox.com, support.thunderbird.com, and support.seamonkey-project.org. Of course, these sites would also link to all the amazing community-hosted support websites around the world — just like they do today.
So, what stops us from creating this ideal world? Well, nothing, really. But we’re an incredibly big community and support is just one piece of the big puzzle, so I encourage you to participate in the discussion!