Closed Bug 830441 Opened 12 years ago Closed 12 years ago

Add locale information to inquiry emails sent by form on Get Involved page

Categories

(www.mozilla.org :: Pages & Content, defect)

Product:
www.mozilla.org
Component:
Pages & Content
Platform:
x86
macOS
Type:
defect
Priority:
Not set
Severity:
normal

Tracking

(Not tracked)

Status:
VERIFIED FIXED

People

(Reporter: davidwboswell, Assigned: pmac)

References

(
URL
)

Details

(Whiteboard: [mentor=pmac@mclanahan.net]) 

Now that we have multiple locales of the Get Involved page active, we should update the inquiries that are getting sent out with information about the relevant locale the inquiry is about.

There are two important reasons to do this:

* Each locale has specific point people who are handling responses to inquiries and they need information to identify which inquiries are related to their locales.

* We'd like to get metrics about inquiries and the Metrics team will need information in the inquiries about locale in order to add this to the arewegrowingyet.com dashboard.

I propose adding a "Language=locale code" line to the body of the email.  So an inquiry would look like:

Email: foo
Area of Interest: foo
Comment: foo
Language: en-US

I think it makes sense to label this as 'Language' vs. 'Locale' since this information will be in the email and people will see it -- many people may think 'locale' is related to location instead of language and I'd like to avoid any confusion with people thinking we're tracking their location (which we're not).
(In reply to David Boswell from comment #0)
> Now that we have multiple locales of the Get Involved page active, we should
> update the inquiries that are getting sent out with information about the
> relevant locale the inquiry is about.
> 
> There are two important reasons to do this:
> 
> * Each locale has specific point people who are handling responses to
> inquiries and they need information to identify which inquiries are related
> to their locales.
> 
> * We'd like to get metrics about inquiries and the Metrics team will need
> information in the inquiries about locale in order to add this to the
> arewegrowingyet.com dashboard.
> 
> I propose adding a "Language=locale code" line to the body of the email.  So
> an inquiry would look like:
> 
> Email: foo
> Area of Interest: foo
> Comment: foo
> Language: en-US
> 
> I think it makes sense to label this as 'Language' vs. 'Locale' since this
> information will be in the email and people will see it -- many people may
> think 'locale' is related to location instead of language and I'd like to
> avoid any confusion with people thinking we're tracking their location
> (which we're not).

I like making the designation in-line, but I would rather see the change as a language code, in brackets, added to the subject line (e.g., [ES]) until we come up with a way to create separate mailiing lists for each localized Get Involved page. The reason being that it's quicker and easier to set up an auto-response filter based on content within the subject line and coming from a specific address. If I were to run my auto-response filter on all of these inquiry messages comineg in from the Get Involved page, I would ultimately still be sending responses for [ES] or [FR] locales without meaning to. If I try to add more filters to my auto-response, I risk having it miss emails that I then have to spend time manually copying, pasting, and sending.

Granted, that also depends on metrics, but as long as we're on the subject and if there's little-to-no negative impact, I'd prefer to see the change in the subject line.
Another solution is not to include contribute@ in the localized version cc list, since request will be written in non-English languages and people reading contribute@ may not be able to understand.

What we want to avoid is people contacting in Spanish for example and getting emails in English from contribute team with documentation in English (which they won't be able to understand in the 80% of the situations) and then the local Spanish team contacting again in Spanish with other instructions.
(In reply to Rubén Martín [:Nukeador] from comment #2)
> Another solution is not to include contribute@ in the localized version cc
> list, since request will be written in non-English languages and people
> reading contribute@ may not be able to understand.
> 
From what I understand, a reply to contribute@ pings the Get Involved dashboard and adds to our metrics measuring response time and actual number of responses. Ultimately, I think the answer involves creating separate mailing lists per locale, then en-US would never even receive messages intended for ES and vice-versa. However, that doesn't appear to be an option right now.
We want all inquiries going to the contribute@ list because that is acting as the central volunteer database at this point and that is also where Metrics is pulling information from.

Jeff, can you provide more information about the filters you'd like to set up?  I was thinking it would be possible to filter from content in the body of the email as easily as it would be to filter by something in the subject line.

For auto-responses, ideally we'd have the tool do that for all point people instead of asking each point person to set up their own auto-response systems.  The auto-responses are working in English and there's a bug open to get them working on the localized pages too (bug 823536).

I agree with Jeff about the long-term solution -- we need to evolve off of the mailing list and to a system that will give us better control of how we're collecting and distributing this information.  That's coming and will be a big part of the conversation at the next Community Builders Meetup.
Nukeador, is this something that someone at Mozilla Hispano could help with?
I would like someone from Mozilla Hispano to start helping with this, but sometimes is complicated for them to understand how mozilla.org site works and set a local copy. I need to find time to set a local copy myself and then explain that to the rest of the team or find time to help fixing these kind of things.

As soon as I have new, I'll let you know.

Isn't there a webdev assigned to these kind of things for mozilla.org site?
(In reply to Rubén Martín [:Nukeador] from comment #6)
> Isn't there a webdev assigned to these kind of things for mozilla.org site?

Yes, we could ask the webdev team to take this.  I believe there area a lot of product and MWC related bugs going on right now though that would be higher priority for them.  It may be faster to handle it ourselves.
(In reply to David Boswell from comment #4)
> We want all inquiries going to the contribute@ list because that is acting
> as the central volunteer database at this point and that is also where
> Metrics is pulling information from.
> 
> Jeff, can you provide more information about the filters you'd like to set
> up?  I was thinking it would be possible to filter from content in the body
> of the email as easily as it would be to filter by something in the subject
> line.
> 
> For auto-responses, ideally we'd have the tool do that for all point people
> instead of asking each point person to set up their own auto-response
> systems.  The auto-responses are working in English and there's a bug open
> to get them working on the localized pages too (bug 823536).

If this is the case, then filtering from the body can work too. While we're looking for a temporary measure to meet this need, however, I'm most interested in what would save the most time. It's easier for me to see this info from a subject line than having to open each email to see which locale it's meant for. But, if auto-responses are taking care of the filtering, then I won't complain :-)

> 
> I agree with Jeff about the long-term solution -- we need to evolve off of
> the mailing list and to a system that will give us better control of how
> we're collecting and distributing this information.  That's coming and will
> be a big part of the conversation at the next Community Builders Meetup.
(In reply to jbeatty from comment #8)
> If this is the case, then filtering from the body can work too. While we're
> looking for a temporary measure to meet this need, however, I'm most
> interested in what would save the most time. It's easier for me to see this
> info from a subject line than having to open each email to see which locale
> it's meant for. But, if auto-responses are taking care of the filtering,
> then I won't complain :-)

In terms of saving time by scanning things, I think actually localizing the subject line vs. adding the locale code will make a big difference.  

And that will make more sense to the potential volunteers who get replies back with a subject line in their language.

We'll get the locale code sorted out in this bug and then figure out how to fully localize the emails (subject and content) in another.
CC'ing bsternthal for his input.

Ben, this is one other bug related to the localized contribution inquiries that are now coming in.  When you have a chance, can you see if it would make sense to go through the webprod process or would it be quicker if Mozilla Hispano or another volunteer took this?  Thanks.
If you have someone who is available to take this on, I would say try that first.

If not we can triage along with the other mozilla.org work but you are correct, with the work we currently have for feb we are a bit tight on resources.
Here's a summary of the bug to help anyone jump in who'd like to take this.

Now that we have multiple translations of the Get Involved page available, we need to indicate which localized version of the page form responses are coming from.

So current emails from the form are in this format:

Email: foo
Area of Interest: foo
Comment: foo

We want to add a new line that indicates the language of the page the form response came from by including the locale code from the URL.  So the email would look like:

Email: foo
Area of Interest: foo
Comment: foo
Language: en-US

The form logic is on Github at

https://github.com/mozilla/bedrock/blob/master/apps/mozorg/email_contribute.py
Whiteboard: [mentor=pmac@mclanahan.net]
can we get that locale information in the email title? If the locale code is in the email, that means we need to click on the message to know this information, while if we have it in the subjet ([pt-PT]), you can see it without opening the email and you can also set up filters in your email client to put the requests in different folders depending on the locale code in the subject line.
(In reply to Pascal Chevrel:pascalc from comment #13)
> can we get that locale information in the email title? If the locale code is
> in the email, that means we need to click on the message to know this
> information, while if we have it in the subjet ([pt-PT]), you can see it
> without opening the email and you can also set up filters in your email
> client to put the requests in different folders depending on the locale code
> in the subject line.

My concern here is that the purpose of the subject line is to get the person to open the email.  Filing it up with things that won't make any sense to someone new to Mozilla doesn't really help.

I'd much rather us see reserve the subject line for a welcoming note for that person who wants to volunteer.  That should involve localizing the text but I don't think we want technical jargon in the subject line.

We can still filter emails with a Language field that's in the body of the email.  Later this year we'll be implementing a CRM system and we can also set the requirements for filtering things however we want.
(In reply to David Boswell from comment #14)
> (In reply to Pascal Chevrel:pascalc from comment #13)
> > can we get that locale information in the email title? If the locale code is
> > in the email, that means we need to click on the message to know this
> > information, while if we have it in the subjet ([pt-PT]), you can see it
> > without opening the email and you can also set up filters in your email
> > client to put the requests in different folders depending on the locale code
> > in the subject line.
> 
> My concern here is that the purpose of the subject line is to get the person
> to open the email.  Filing it up with things that won't make any sense to
> someone new to Mozilla doesn't really help.
> 
> I'd much rather us see reserve the subject line for a welcoming note for
> that person who wants to volunteer.  That should involve localizing the text
> but I don't think we want technical jargon in the subject line.
> 
> We can still filter emails with a Language field that's in the body of the
> email.  Later this year we'll be implementing a CRM system and we can also
> set the requirements for filtering things however we want.

AFAIK, the people that receive the inquiries via the form are the people that respond to these emails, we are not talking about the autoresponses sent to visitors. In that context the purpose of the subject line should be to allow better filtering IMO.
(In reply to Pascal Chevrel:pascalc from comment #15)
> AFAIK, the people that receive the inquiries via the form are the people
> that respond to these emails, we are not talking about the autoresponses
> sent to visitors. In that context the purpose of the subject line should be
> to allow better filtering IMO.

The workflow is different for different areas, but some potential volunteers do see these messages.  For instance, Josh Matthews doesn't use an auto-response and responds to people who send in promising inquiries.

Regardless, I'm all for coming up with the solution that works best for everyone -- I think the best way to do that is when we implement a CRM later in the year.  Right now we just need to put some band-aids on the existing system.  Let's talk about the ideal solution at the meetup in March.
I did what David said, here is the pull request:
https://github.com/mozilla/bedrock/pull/635
(In reply to Armando Neto [:netoarmando] from comment #17)
> I did what David said, here is the pull request:
> https://github.com/mozilla/bedrock/pull/635

Armando, that's great.  Thanks for submitting the pull request :)

Assigning bug to pmac to review.
Assignee: nobody → pmac
Commit pushed to master at https://github.com/mozilla/bedrock

https://github.com/mozilla/bedrock/commit/18258c1f08ed7d00d18c8c74e85f5b4833918b1b
Bug 830441 Locale info inserted into the message

Signed-off-by: Paul McLanahan <paul@mclanahan.net>
Changes are in prod.
Status: NEW → RESOLVED
Closed: 12 years ago
Resolution: --- → FIXED
This is great.  Thanks Armando for the patch and for pmac for pushing it.
Status: RESOLVED → VERIFIED
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