Closed Bug 446066 Opened 16 years ago Closed 16 years ago

Knowledge Base policies

Categories

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

task
Not set
normal

Tracking

(Not tracked)

VERIFIED FIXED

People

(Reporter: cilias, Assigned: cilias)

References

()

Details

I need a page, where I can layout the rules about what we provide support for, and what we can and cannot provide as solutions. For instance:
- we don't link to add-ons not on AMO
- we don't provide articles on queries about monkeying around with Firefox
Blocks: 446071
_We_ need that page. :) Are you OK with taking this?
Assignee: nobody → bmo2008
Is this for contributors or for users?  We should pick up work on the About page for users as well so they know what we cover, and they can get links to other mozilla sites that might have their answer.
Contributors. It's based on the contributor survey results.
Depends on: 451152
Unfortunately, due to bug 451152, <http://support.mozilla.com/en-US/kb/Knowledge+Base+policies> will not load, but here's the page source, for those who want to critique:
**********************************************************************

When a user reads information at support.mozilla.com, there is a level of trust that automatically exceeds that of other support documentation. This is because we are at *.mozilla.com. It is official support documentation. Information on support.mozilla.com is viewed as coming from Mozilla itself ("Mozilla says to do this."). As a result, the articles, instructions, and even links we choose to provide have to keep that in mind, in the interest of maintaining and upholding that trust.

{maketoc)


!Articles
The Firefox Support Knowledge Base does not provide articles for tips for functionality not supported by Mozilla development. In general, if it is a trick that is considered to be "monkeying around" with Firefox, it does not belong in the Knowledge Base, unless there is considerably high demand for it.


!Instructions
^"Any functionality that is intended for end-users would not require you to close Firefox and manually edit some text file buried in a hidden directory."^
Methods of tweaking Firefox, such as about:config, user.js, userChrome.css, and userContent.css are not recommended for average users. Use of these tools is only allowed in troubleshooting articles.


!Add-ons
All add-on links should be addon.mozilla.org links. If the add-on is not on AMO, do not suggest the add-on. This includes plugins.
no feedback?
I think it needs some work to be more positive and descriptive. I might work on the opening paragraph when I have more time, or someone else might beat me to it.

The description of Articles only explains what we're _not_ writing about. It would be good if it starts by explaining what we do write about, so people better understand what we're about. 

The headings can be made more descriptive too. Instead of "Articles," how about "What topics do the Knowledge Base cover?" Similarly, one could use "What instructions are acceptable in the Knowledge Base?" 

Or maybe just change the headings to "Article topics" and "Instructions in articles."
about:config should be specifically mentioned. maybe under Instructions.
I've renamed the headings, and add what articles we do cover. The instructions section already mentioned about:config.

I didn't change the intro. Any ideas on how make it more positive are welcome.

Waiting for review...
Status: NEW → RESOLVED
Closed: 16 years ago
Resolution: --- → FIXED
Verified looks good. also as this is nearly a year old without review
Status: RESOLVED → VERIFIED
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