1882092 - Update to Offline Reading Help Article

Status: RESOLVED FIXED

(support.mozilla.org :: Knowledge Base Content, task)

Description

[Issis]

Did you check out the steps and FAQs for submitting requests to the CX content team? (yes or no)? [REQUIRED]

Yes

Is the content restricted to staff or under embargo (yes or no)? [REQUIRED]

No

Product (ensure to select only one product for each ticket. If your request involves multiple products, file an individual Bugzilla for each)

Pocket

Select the type of request.

KB content update/ new content

Please provide a summary of the request and outline any user-facing changes.

Concept: The Save to Pocket app has made some changes to the Offline Reading feature, and the Help Article is not accurate to the current experience. In this bug ticket, I will explain in detail a few changes that can be made to provide a more reliable experience to the users.

To get started, Pocket is only able to download articles in Article View. Articles that cannot be displayed in Article View, will be displayed in Original View. Nonetheless, this articles will not be downloaded, as Original View uses the default web browser of the mobile device, which requires an internet connection.

That said, the first paragraph that is on a yellow-like color needs to be changed, as Pocket is not able to download articles in Original View. It can be changed to:
"Offline Readings is designed for users to read content on-the-go. It has been designed to download articles available in Article View. If an article cannot be viewed in Article, it will be displayed in Original View, but will not be downloaded in your mobile device for Offline reading, as Original View uses your default web browser."

For the "Download synced articles to read them offline on Android" the second sentence of the first paragraph needs to be changed, because Pocket is not able to download content based on Best-View. Instructions are not accurate to the apps' performance. Even though the user changes the toggle for "Always fetch Article View", Pocket will only download articles in Article View for Offline Reading.

As for Common Questions, I think it would be good to provide a question for clarification on how Pocket has limited support for items on Original View, as the users are always reaching Pocket Support complaining about items in Original View not being downloaded. That said, it would also be good to add on why the Original View cannot be supported (because it uses the default web browser of the mobile device, and this browser requires internet connection to access the content).

Are the user-facing changes mentioned above final? (yes or no)?

Yes

Is this an on- or off-train release?

No

What is the anticipated release date?

N/A

Does the content need to be published prior to the release date? If so, when?

No

Does the content need to be localized in any languages outside of EN-US?

No

Please include any related JIRA/Github/Bugzilla tickets, documentation, demos or practical use cases.

N/A

Please include links to any design assets, visuals, figma files, etc. [REQUIRED]

Link that needs to be changed: https://support.mozilla.org/en-US/kb/using-pocket-offline

Please add instructions for testing that will enable us to replicate the expected product behavior. [REQUIRED]

Does the content need approval before publishing? If yes, identify the one approver responsible for this task.

If helps is required, please contact me through Slack: @Issis

Comment 1

[Dayani Galindo]

https://docs.google.com/document/d/1PZP-ulqEKFuXBteYpTrVyvGohRQR72Am_rUxoB-p8MA/edit

Comment 2

[Dayani Galindo]

https://support.mozilla.org/en-US/kb/using-pocket-offline