Tag Archives: support

Nothing to see here, please move along

I regard myself as geeky enough that I should be able to solve computer problems myself, or at least with the help of some self-service online searching. However, there are times when I simply can’t figure it out. I don’t know if I’m slowly getting dumber as I’m getting older, or if I’m just getting used to the ever-improving user experience in modern software (after all, I spend about 80% of my time in front of the computer using Firefox). Or maybe certain software is just particularly unhelpful?

Whatever the reason, I obviously care a lot about user support, and use all the opportunities I can get to explore how other products/projects handle support. Also, I’m genuinely interested in user experience design, so I thought I should share this combined support/UX problem, not just as a self-centered way to ask for support, but because the subject genuinely interests me.

My morning greeting from Colloquy the last 12 months or so.

The problem I have is with the IRC client for Mac called Colloquy. Every time I start the program, it pops up a notification saying “You have 1 new memo.” Clicking on this notification does nothing (other than closing the notification itself) and I have searched through all menu items trying to find a place where I can actually read this memo. So far I have failed, and today I thought I should do some searching to find the answer online.

I started by searching in the Help menu and selected Colloquy Help, which took me to their Wiki documentation site. A search for “memo” there mostly resulted in articles about memory leaks, so I performed both generic and specific searches on Google instead.

A search for “reading memos colloquy mac” finally revealed the solution: the notification about 1 new memo is actually coming from the message server of irc.mozilla.org, not from Colloquy itself! After some experiments, I finally figured our how to read it.

To read my memo, I had to type, in irc.mozilla.org:

    /msg memoserv read 1

And to remove it, I had to type:

    /msg memoserv del 1

The conclusion? IRC is not for mainstream users.

Sorry for wasting your time by stating the obvious like this!

Mozilla Sweden Meetup — det BLEV kul!

After arriving safely in Skövde for The 5th International Conference on Open Source Systems (more on that later), I finally had some time to reflect on the Swedish Mozilla Meetup event in Stockholm last Tuesday, which was a fantastic opportunity to meet with enthusiastic Swedish Mozilla community members and others that were still just curious about our project and what we do to help promote the open web.

Tomcat's QA presentation There were four presentations during the event, where I was one of the presenters. I talked about community-powered support and SUMO, including the unique challenges Mozilla has with user support of a very popular open source product, and the importance of localization.

The artist currently known as Tomcat gave a presentation about Mozilla QA and the many opportunities that exist for people to participate. One of our Swedish community members — incidentally also a Bruce Willis cloneRobert Nyman walked us through the process of creating an extension for Firefox that replaced all headings on web pages with the titles of the popular Die Hard movies. Finally, Mozilla’s European community marketing star William increased everyone’s excitement of the imminent launch of Firefox 3.5 by demonstrating various ways we can all help with community marketing to further promote Firefox, open standards, Mozilla, and our mission. Interestingly, some people in the audience didn’t even know that Mozilla had a marketing team in the first place!

The slides of all presentations can be found on the meetup wiki page. I rarely put a lot of text on my slides anymore and instead use images and illustrations as a compliment to the actual “verbal delivery” of the presentation, so my deck may or may not be very useful in itself.

A big, big thanks goes to our favorite Liverpool native and Eskilstuna resident Patrick Finch for organizing this first Mozilla Sweden meetup event. Although I offered to work with him on it from the very beginning, being the hard-working, independent, and professional person that he is, he just took the project and ran with it — and as usual, it turned out incredibly well.

Photos from the event can be found on Flickr under the stomozcom tag.

Bli en del av Mozilla Sverige!

Är du intresserad av Mozilla och planerar att bli (eller kanske redan är!) mer involverad i Mozillas community? Kom till Stockholm imorgon kväll, tisdagen den 2 juni kl 18:00 och träffa några av oss för att lära dig mer! Eventet är fritt för alla, men vi har dock en gräns på 50 personer som kan komma.

Vi hoppas att vi kan lära oss mer av hur den svenska Mozilla-communityn ser ut idag och vad vi kan göra för att få den att växa. Jag kommer att hålla en kort presentation om projektet jag ansvarar för — SUMO, eller support.mozilla.com, eller Firefox Support om du så vill. Det finns massor av sätt att bli involverad i SUMO-projektet så om du är intresserad av det ska du definitivt komma!

Från min kära vän och väldigt lokala Eskilstunakollega Patricks blog:

I am very excited to announce that we will hold a Mozilla get-together on the evening of June 2nd, starting at 6pm at the delightful offices of bwin games in Stockholm.  You can register here.

We will be at the offices of bwin games, Klarabergsviadukten 82, Stockholm.

MozCamp 2008 slides

Watch the slides from Kadir’s and my SUMO presentation at Mozilla Camp Europe 2008.

Because of the many animations and objects in the slides, this static HTML version of them don’t do the presentation justice. Also, I intentionally used mostly images and not much text, so it’s probably hard to understand this without the audio. William says the video recordings of the presentations should be available shortly, so stay tuned for that!