Matej can you work with Jaclyn to dramatically simplify the mobile FAQ here: http://www.mozilla.org/en-US/m/faq and http://www.mozilla.org/en-US/mobile/faq/ We'll want to use greatly reduced copy for both spots and this will help us move to a single content site that works for phones, tablets, and desktop (responsive design). Here are some tips to help with this: https://wiki.mozilla.org/Mozilla.com/Mobile_in_Mind/Challenges#Content_Must_be_Linearizable Would be great to have this by Wednesday, September 28, 2011 - if possible!

Hi Jaclyn, Can you take a pass at this to remove anything you don't think is essential? I can take it from there to polish it up and make further cuts. Also, it would be great to have this in some kind of editable format. Thanks!

How about something like this for the FAQ? http://mozillademos.org/demos/dashboard-mobile/demo.html Matej - First stab here http://etherpad.mozilla.com:9000/9rcuwIk4Dp Also, we're going to have to loop in PR to finalize the FAQ.

Note: we should also update with links to frequent SUMO articles (Bug 668589)

I made some cuts to the etherpad. Happy to do more, but I wanted to start small. Let me know what you think.

(In reply to Matej Novak [:matej] from comment #4) > I made some cuts to the etherpad. Happy to do more, but I wanted to start > small. Let me know what you think. I just went in and made some edits, suggestions, and did a bunch of strikethroughs to help us get more dramatic to work with responsive design needs. Let's definitely try to shoot for this: https://wiki.mozilla.org/Mozilla.com/Mobile_in_Mind/Challenges#Content_Must_be_Linearizable (matej forgive my aggressiveness!)

Hey Natalie, since PR ultimately owns FAQ can you take a look?

we just made some updates to the FAQ so I want to make sure those are incorporated. we are happy to review from a PR point of view and help develop the content, but Mayumi used to be the final call on FAQs. We are slammed after launch day. Natalie- can you review this week and send your suggestions/changes to me to take a look?

(In reply to Erica Jostedt from comment #7) > we just made some updates to the FAQ so I want to make sure those are > incorporated. we are happy to review from a PR point of view and help > develop the content, but Mayumi used to be the final call on FAQs. > > We are slammed after launch day. Natalie- can you review this week and send > your suggestions/changes to me to take a look? We definitely need to determine a product owner for this page. That said, it's very important that Cheng from the SUMO team or David Tenser weigh in, because we want to make sure that we're hitting the points they are hearing about from our users. Natalie and Jaclyn, can you focus on accepting/changing the copy as needed. Then Matej and I can take another run at it, and then we can ask for a SUMO review. In the meantime, Jaclyn can you speak to Patrick about who ultimately owns this page and lock that down for us.

(In reply to mcbmoz from comment #8) > (In reply to Erica Jostedt from comment #7) > > we just made some updates to the FAQ so I want to make sure those are > > incorporated. we are happy to review from a PR point of view and help > > develop the content, but Mayumi used to be the final call on FAQs. > > > > We are slammed after launch day. Natalie- can you review this week and send > > your suggestions/changes to me to take a look? > > We definitely need to determine a product owner for this page. Chrissie-- can you set up a meeting with erica, jaclyn, natalie and me to talk this over? We're a bit fried after launch and I think it would do us all good to reset and know what we're doing an why so we're all on the same page. FAQs are owned by press and pmm teams in different ways, so we are joint owners. I understand why you are suggesting that we add SUMO questions could be helpful, but I want to explain our thought process as to why that may not jive with the goals of the page in person. We can respond to the thread with next steps. Thanks!

(In reply to mcbmoz from comment #5) > (In reply to Matej Novak [:matej] from comment #4) > > I made some cuts to the etherpad. Happy to do more, but I wanted to start > > small. Let me know what you think. > > I just went in and made some edits, suggestions, and did a bunch of > strikethroughs to help us get more dramatic to work with responsive design > needs. > > Let's definitely try to shoot for this: > https://wiki.mozilla.org/Mozilla.com/Mobile_in_Mind/ > Challenges#Content_Must_be_Linearizable > > (matej forgive my aggressiveness!) No apologies necessary. I wanted to test the waters before I cut too much, but I agree that less is better here. Nice edits. I'll stand by until you guys have another draft for to look over (if needed).

Tabling for now, may reopen in the future.

Reopening with clarity: Background: The SUMO team filed 3 bugs to integrate useful links onto 3 pages (668571, 668581, 668589)SUMO team was unaware that there was also an FAQ on the /m site * Jaclyn & John +1'd this effort, and it's truly a useful way to give users support & introduce them to SUMO as a resource */firefox site is a marketing site and jumping off point, as such our FAQs aren't as useful for users needing support and customer service Mobile site v. Desktop site: Currently, there are two separate FAQs for one product: *copy is different *workflow to update is different *it's more work to maintain two versions of something that is meant to be the same Goal: Consolidate two FAQs into a single version *reduce copy *reduce complexity *move towards content that works for responsive design in the process *Integrate SUMO links into the Mobile FAQ *Relaunch single version on both sites, with the ultimate goal of eliminating the /m over time with improved responsive design

Jaclyn & Laura, Please have a look at what Matej and I have cooked up: http://etherpad.mozilla.com:9000/faq-mobile We'd love your feedback, once the copy is locked down I will open implementation bugs for the desktop and /m sites. Adding Michelle for extra insight

Thanks - after I review I'll file a bug for PR. Note: There could be additional changes to FAQ with Firefox permissions (Bug 672352) and a possible statement on Maemo. Will consult with PR

(In reply to Jaclyn Fu from comment #14) > Thanks - after I review I'll file a bug for PR. > > Note: There could be additional changes to FAQ with Firefox permissions (Bug > 672352) and a possible statement on Maemo. Will consult with PR Jaclyn, Before adding PR to this bug (do we need a separate bug?), you might also ask what their needs are, because PR does issue a press release for the FAQ, but it is given an introduction and hosted separately here: http://bit.ly/pS4sd2 Given that the user audience for the FAQ is different from the press audience, this might be a good time to streamline and identify those needs as well.

Jaclyn & Laura, Another thought is to do away with the FAQ entirely: *FAQs are considered largely obsolete in the ux community, because it means that we aren't doing something right with our core content and discoverability (here's a history of the FAQ http://www.livinginternet.com/i/it_faq_history.htm) *We can also take these out of the nav for the time being until we have a more cohesive information architecture for content silo'ing in place.

also sharing: http://thecontentwrangler.com/2007/02/26/how_to_create_a_faq_page_your_customers_will_love/

(In reply to mcbmoz from comment #16) > Jaclyn & Laura, > > Another thought is to do away with the FAQ entirely: > > *FAQs are considered largely obsolete in the ux community, because it means > that we aren't doing something right with our core content and > discoverability (here's a history of the FAQ > http://www.livinginternet.com/i/it_faq_history.htm) > > *We can also take these out of the nav for the time being until we have a > more cohesive information architecture for content silo'ing in place. Hi Chrissie-- I spoke with Erica and we both really feel that this page is very important for us to continue to have for press. Press like having one place they can come to answer all their questions about the product, organization, etc. We also push this page to press with every release in the blog post, and its really important to have to answer the many incoming press questions that PR deals with every day. I appreciate the suggestion, but the page is a really valuable tool for us that we want to keep for the near future. Perhaps when we redo mozilla.org/firefox we can reconsider. If you'd like to speak more in depth, Erica and I are happy to chat! Thanks.

Added some edits into the Etherpad - I think we took out some pretty important things. This will probably be easiest if we can set up some time to sync up with PR to get a better understanding of what is important and what we can cut down on.

we want the FAQ to be helpful for users and also have general answers/messages that are useful for users and press. if you file a PR bug I'll review the FAQ.

(In reply to Erica Jostedt from comment #20) > we want the FAQ to be helpful for users and also have general > answers/messages that are useful for users and press. > > if you file a PR bug I'll review the FAQ. Just a thought, but we might be at a good point for eliminating the FAQ for our users and doing a deeper integration with SUMO and creating FAQs more specific to the press audience and linked to from the press section.

(In reply to mcbmoz from comment #21) > (In reply to Erica Jostedt from comment #20) > > we want the FAQ to be helpful for users and also have general > > answers/messages that are useful for users and press. > > > > if you file a PR bug I'll review the FAQ. > > Just a thought, but we might be at a good point for eliminating the FAQ for > our users and doing a deeper integration with SUMO and creating FAQs more > specific to the press audience and linked to from the press section. I think that may be possible when we complete the new product pages for mobile and desktop. We can start working on what a more user focused FAQ integrated with SUMO could look like (we'd probably call it something else and it might be something that Carmen and the content team could help manage) but until then, I think we're going to need the press facing FAQ pages we have now in their current placement.

(In reply to Laura Mesa [:lmesa] from comment #22) > (In reply to mcbmoz from comment #21) > > (In reply to Erica Jostedt from comment #20) > > > we want the FAQ to be helpful for users and also have general > > > answers/messages that are useful for users and press. > > > > > > if you file a PR bug I'll review the FAQ. > > > > Just a thought, but we might be at a good point for eliminating the FAQ for > > our users and doing a deeper integration with SUMO and creating FAQs more > > specific to the press audience and linked to from the press section. > > I think that may be possible when we complete the new product pages for > mobile and desktop. We can start working on what a more user focused FAQ > integrated with SUMO could look like (we'd probably call it something else > and it might be something that Carmen and the content team could help > manage) but until then, I think we're going to need the press facing FAQ > pages we have now in their current placement. Laura, you make excellent points, especially thinking ahead to separating user-facing and press-facing content. Can you determine next steps for everyone on this bug, including if it makes sense for me to file a tracking bug to break out any of the pieces. Let me know how to help from here.

(In reply to mcbmoz from comment #23) > (In reply to Laura Mesa [:lmesa] from comment #22) > > (In reply to mcbmoz from comment #21) > > > (In reply to Erica Jostedt from comment #20) > > > > we want the FAQ to be helpful for users and also have general > > > > answers/messages that are useful for users and press. > > > > > > > > if you file a PR bug I'll review the FAQ. > > > > > > Just a thought, but we might be at a good point for eliminating the FAQ for > > > our users and doing a deeper integration with SUMO and creating FAQs more > > > specific to the press audience and linked to from the press section. > > > > I think that may be possible when we complete the new product pages for > > mobile and desktop. We can start working on what a more user focused FAQ > > integrated with SUMO could look like (we'd probably call it something else > > and it might be something that Carmen and the content team could help > > manage) but until then, I think we're going to need the press facing FAQ > > pages we have now in their current placement. > > Laura, you make excellent points, especially thinking ahead to separating > user-facing and press-facing content. Can you determine next steps for > everyone on this bug, including if it makes sense for me to file a tracking > bug to break out any of the pieces. Let me know how to help from here. Sure: For this particular bug, Jaclyn is going to review the /mobile and /m FAQs and file a bug for PR to review once she's done. We should be able to implement those changes from this bug. We then need to file a general tracking bug for the revamp of the desktop and mobile product pages. PMMs can take care of that if you like. Within those tracking bugs we should have a bug about possibly separating FAQs along with redoing the rest of the pages. Sound good?

(In reply to mcbmoz from comment #23) > (In reply to Laura Mesa [:lmesa] from comment #22) > > (In reply to mcbmoz from comment #21) > > > (In reply to Erica Jostedt from comment #20) > > > > we want the FAQ to be helpful for users and also have general > > > > answers/messages that are useful for users and press. > > > > > > > > if you file a PR bug I'll review the FAQ. > > > > > > Just a thought, but we might be at a good point for eliminating the FAQ for > > > our users and doing a deeper integration with SUMO and creating FAQs more > > > specific to the press audience and linked to from the press section. > > > > I think that may be possible when we complete the new product pages for > > mobile and desktop. We can start working on what a more user focused FAQ > > integrated with SUMO could look like (we'd probably call it something else > > and it might be something that Carmen and the content team could help > > manage) but until then, I think we're going to need the press facing FAQ > > pages we have now in their current placement. > > Laura, you make excellent points, especially thinking ahead to separating > user-facing and press-facing content. Can you determine next steps for > everyone on this bug, including if it makes sense for me to file a tracking > bug to break out any of the pieces. Let me know how to help from here. Laura, perfect! How about I send you a meeting invite and you and I can take a look at how we want to break out these pages in the long-term, especially as it relates to restructuring the L1 nav and content silos. Then we can file a tracking bug with the various components and wireframes that outline the user flows. Thoughts?

(In reply to mcbmoz from comment #25) > (In reply to mcbmoz from comment #23) > > (In reply to Laura Mesa [:lmesa] from comment #22) > > > (In reply to mcbmoz from comment #21) > > > > (In reply to Erica Jostedt from comment #20) > > > > > we want the FAQ to be helpful for users and also have general > > > > > answers/messages that are useful for users and press. > > > > > > > > > > if you file a PR bug I'll review the FAQ. > > > > > > > > Just a thought, but we might be at a good point for eliminating the FAQ for > > > > our users and doing a deeper integration with SUMO and creating FAQs more > > > > specific to the press audience and linked to from the press section. > > > > > > I think that may be possible when we complete the new product pages for > > > mobile and desktop. We can start working on what a more user focused FAQ > > > integrated with SUMO could look like (we'd probably call it something else > > > and it might be something that Carmen and the content team could help > > > manage) but until then, I think we're going to need the press facing FAQ > > > pages we have now in their current placement. > > > > Laura, you make excellent points, especially thinking ahead to separating > > user-facing and press-facing content. Can you determine next steps for > > everyone on this bug, including if it makes sense for me to file a tracking > > bug to break out any of the pieces. Let me know how to help from here. > > Laura, perfect! How about I send you a meeting invite and you and I can take > a look at how we want to break out these pages in the long-term, especially > as it relates to restructuring the L1 nav and content silos. Then we can > file a tracking bug with the various components and wireframes that outline > the user flows. Thoughts? Sounds good. Thanks.

Update: This bug is for the user-facing FAQ, we have decided to refresh the Press Center for both en-US and Europe and there will be a press-facing FAQ in there. There's no rush on the user-facing FAQ, it may make sense to tie it into Laura's overall content planning for the product site.