273504 - Revert some changes on mozilla.org/support/

Status: RESOLVED FIXED

(Marketing :: General, task)

Description

[Daniel Wang]

Christ, "Self-Help Documentation" was put on top purposefully so to encourage
users to read the doc before going to support forums. It should not be moved
below  the "Community Support" section.

> Through our Mozilla Store we offer a Firefox Guidebook to help you learn
> to use Firefox to its full potential.

This is misleading, as Mozilla Store is not mozilla.org's or Mozilla
Foundation's. It should read "Our partner Mozilla Store offers a ..." or
"Through our partner,
Mozilla Store, we offer...".

The layout on Firefox Guidebook is a bit messed up.

DecisionOne also supports Firefox and Thunderbird. This needs to be updated.

Patch coming up.

Comment 1

[Daniel Wang]

Attachment: patch

markup and minor layout fix, move doc section back on top of community help
section, and other minor updates

Comment 2

[Daniel Wang]

Attachment: patch

2nd patch. It seems I was wrong about Mozilla Store not part of mozilla.org

Christopher, are you okay with the change?

Comment 3

[Gunnar]

I agree with Daniel: "Self-Help Documentation" should be put back on top. The
linked sites do contain a lot of information that will help end-users solve
problems before asking in the forums.

Disclaimer: I run one of the sites listed under this category, the 'Unofficial
Mozilla Help Site'

I did notice that traffic to the site has gone down cosiderably since the layout
changes, so apparently a lot less end-users are finding their way to the site,
which is bad. 

Comment 4

[Chris Beard]

Thanks for the feedback.  My initial change to the page was in response to the
relatively high level of e-mail and phone calls we were receiving here from
people looking for support and thinking the only support option was through
DecisionOne at $40 per call.  

I think we need to look at this and come up with some way to make the support
options much more clear, perhaps having a highlight box on the top which shows
the ways to get support which link into the anchors in the page. ("How to get
Technical Support for Mozilla products")  I would also propose that we rename
"Self-Help Documentation" to "Online Documentation" and provide better
descriptions so that it is clear to people what is available, e.g. tutorials,
FAQs, etc. for each of the products.

The navigation bar on the left will need to change as well to reflect these
options, too.

Also, the Mozilla Store _is_ owned and operated by the Mozilla Foundation.  We
outsource the fulfillment functions to a third-party, Mozsource (formerly, E-flo).

Comment 5

[Chris Beard]

I've promoted "self-help documentation" back to the second position on the page,
while we put together a proposal for revising the content of this page.