You’re reading the second part of the SUMO in 2013 blog series, and this time the focus is Firefox OS!
- Part 1: Delight our users
- Part 2: Firefox OS — you’re reading this one right now!
- Part 3: Firefox Desktop
- Part 4: Firefox Android
- Part 5: Summary
So what exactly is Firefox OS? From mozilla.org:
Firefox OS will produce an implementation of new Web standards to free mobile platforms from the encumbrances of the rules and restrictions of existing proprietary platforms.
We’re collaborating with OEMs and carriers directly, giving them more influence to meet the specific needs of their users and market. Users and developers aren’t locked in to one platform, so they can access their info and use apps across multiple devices.
Developers will no longer need to learn and develop against platform-specific native APIs. […] Consumers who use devices powered by Firefox OS won’t be locked into one specific platform giving them more choice, flexibility and freedom. With Firefox OS, the Web is the platform.
Create best-in-class mobile support experience for Firefox OS v1 launch
2013 is going to be an incredible year for Mozilla since it will be the year when Firefox OS and the open mobile web get into the hands of users around the world. At SUMO, we’re working hard to prepare for this and to ensure we’re ready to support users if they run into any problems.
However, some things will be a little different for us compared to how we’re supporting Firefox users. These Firefox OS phones will be sold in brick and mortar stores, and the user will have actually paid with real money for it. This raises the bar of the kind of support they expect for their device, and we need to be prepared for that.
Partner with carriers & OEMs
Luckily, we’re not the only ones who care deeply about Firefox OS users — since the phones will be sold in stores, we will rely on our partners for the first line of defense in supporting Firefox OS. This is a great start, but we still need to make sure that those who do come to our site get the best possible answers to their questions.
We also want to make sure that our partners have the best possible support material for our product so they can delight their customers just as much as we will. This means we’ll be working on delivering high-quality support documentation and training material as part of writing our knowledge base articles for users. In fact, we’ve already started and would love to see you join the efforts! Contributing to SUMO is a great way to influence the future of Firefox OS and to be a part of this brand new mobile phone experience.
Build localized support forums and communities and supply them with needed tools
For local communities who don’t already have a support forum and are ready to support Firefox OS users, we will be building the foundations to support localized forums on support.mozilla.org itself. This is actually something we’ve wanted to offer for a long time, so it’s very exciting that it will finally become a reality for the local communities who need it! Note that this foundation will also work for all of our other products like Firefox, but we’re building this primarily to support the Firefox OS v1 launch.
Another thing we did last year in preparation for the Firefox OS launch was to redesign the forum interface to look awesome on small screens. You can check this out today by navigating to support.mozilla.org/questions from your mobile phone.
Ensure excellent first impression by answering all user questions during our initial launch
You only have one chance to give a first impression, and we want ours to be an excellent one. We’ll be making sure that everyone gets an answer to their questions on SUMO, regardless of whether they found our site directly when searching online, or if they were sent our way by our partners.
We’re collaborating with our local communities such as Mozilla Hispano to ensure that we’re all ready for this big launch. Mozilla Hispano have done an amazing job already with preparing their community and website, and they’re just as excited about the launch as we are.
Expand our support offerings to include third-party Apps developers
That doesn’t mean that no developer will ever need support, so we will be joining forces with the Developer Engagement team and implement a solution for those needs. This includes both administrative and purely development-related support.
That was an overview of what we’re working on this year around Firefox OS support. It’s all very exciting! In the next part of the series, I’ll present our goals for Firefox on the desktop. Stay tuned for more…