Mozilla SUMO: Firefox Support: Page 2

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Benefiting from open source

While Mozilla develops a lot of software in its own open source community, SUMO also benefits from open source projects outside of the Mozilla family. One such project is the TikiWiki open source wiki project.

Tenser said Mozilla has received help from the TikiWiki community in solving problems, fixing bugs, and getting advice. On the other side, Mozilla has contributed its wiki enhancements back to the TikiWiki project.

"We always try to be a good open source citizen, which is why we take care to make sure our patches in the TikiWiki code are also applied upstream," Tenser said. "That's the Mozilla way of software development and we are proud of it."

The future of SUMO

In its 1.0 release, Mozilla addressed performance issues that were affecting SUMO. Tenser explained that the database, which had been a performance bottleneck, was recently migrated to dedicated hardware.

In 2009, Mozilla is planning on further improving the support experience in a number of ways, such as screencasts -- video showing on-screen movements and directions.

"The planned support for screencasts [makes] the support documentation accessible to a wider audience since it's often easier to watch a video than to follow written instructions," Tenser said.

Mozilla is also working on improving the accessibility of the Live Chat function as well as making it easier to edit and create support articles.

"We're not like the typical corporate support help desk," Tenser said. "The motivator for the amazing people providing support within the Mozilla community isn't money -- it's gratitude, appreciation, recognition, and a feeling of making a difference by helping people with Firefox."

"SUMO is all about that."

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Tags: Firefox, Google, support, Mozilla, SUMO

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