To-Do List for Content Strategy, UX and Dev

	A	B	C	D	E	F	G	H	I
1	Timing	Job Description	Hours Required	Week Required	Total Hours	Comments - Matt G	Comments - Bram	Comments - your name here	Comments - your name here

2	Immediate/Now	Rename articles	4	1	4
3		Help determine tags	4	1	4
4		Apply tags to articles	8	1	8
5		Complete synonym ring	16	4	64	This is a very low number. It will be highly dependant on if you can find a language ontology and an industry ontology to leverage. Building the custom Mozilla ontology layer on top of those will still probably take quite a bit longer to fine tune.
6		Complete search best bets on SRPs	16	4	64	Again, this is a very low number. Simply establishing the list of candidates for TSE/MA/PW can take a few weeks. Fine tuning the logic to match the search query is very finicky work as well. I'd say it would take at least a couple of weeks to build these provided you have all of your information up front. Then they will all require ongoing maintenance and fine tuning. I'd say probably every two weeks to audit or 3 weeks to split the time between new releases.
7		Start making list of preferred terms for predictive search	16	1	16	This requires a lot of maintenance as well. Just so that you are not surprised. Your list of predictive searches will go stale very quickly, so you'll need resources to audit and update the list. I do have some ideas that would make this less of a maintenance task.
8		Add: summaries and meta-descriptions (all article)	16	2	32
9		Add: various articles about Getting started (what is a browser? how do I use it? teaches mental model)	8	2	16
10		Add: “Mozilla Firefox for Android - Features”			0
11		Add: “What’s new in Firefox” – include information on how to make Firefox faster			0
12		Add: “What is Firefox?” – include a download link			0
13		Add: “Delete cache, history, and other personal information in Firefox” – this is an article that will be an aggregation of many articles like “Deleting Cookies”, “How do I clear my history?”, “How to clear the cache”, “Forms Autocomplete”, “Deleting Bookmarks”, and maybe even “Profiles”.	16	1	16	Are these search "tweaks"?	These refers to article renaming. Our position calls for someone that can strategize both content and search. Is it smart to integrate, or to split?
14		Add: “Firefox Home privacy and security”			0
15		Add: “Frequently asked questions about Mozilla products and services”. We have identified 13 top tasks. This article will contain answers to all the task, in one place.			0
16		Add: “Get Mozilla software - download, update, and check your version”, this is a landing page for the link to download all of our software, and for common tasks associated with them: updating, version checking, compatibility checklist (will my computer be compatible? Windows 64-bit, which Android version, which Nokia phones?)			0
17		Add: “How to browse securely” that will make people evaluate risks and options, rather than just present them with “hit this option to do this”. This will solve the username and password problem (Task 7). It cover scenarios like what can happen when they give their computer to family and friends. It should also tell people what Private Browsing does and does not do.
18		Start writing a style guide for writing, adding tags, etc.	12	1	12	This is a very low estimate as well. The style guide will need to be workshopped and we'll need input and buy in from several people since it will impact the site over all. I'd say it will take you at least a couple of weeks to get a useable style guide that has been fully vetted and approved.	Agreed. I have put the style guide on the rest of the timeline (near-future and future). I will increase the time here, though.
19		Title, URL, headings and links tuning	16	2	32	Content tuning is an ongoing process. You will want to do this initially to increase click thru and search accuracy, but you will also need to create processes and do some training around content tuning best practices.
20		Make Keyboard/Mouse shortcut downloadable sheets	4	1	4
21		Resolve British/American spelling synonyms			0	I spoke to Bram and Susan about this. We should be able to find a list online that we can import. If not, I may be able to "call in a favor" to get a fairly detailed list.
22		Check for popular threads that are obsolete, link them to current information	10	2	20
23		Tweak: “Basic Troubleshooting” has an extremely attractive article name. “How do I fix Firefox” is the same way. Both combine to make two wildly successful attractors that are not helpful enough. First of all, decide to combine or distinguish between the two. Second, all hang/crash article should link to this, since it makes a good answer. Then, link this article to more advanced troubleshooting contents. Lastly, if we link to discussions at the, we would encourage people to bail out <tl;dr> and lead to more manpower need, so put this link on the bottom. It will also improve the page flow.			0
24		Tweak: on “Installing Firefox”, link to “Getting Started” and articles about migrating bookmarks			0
25		Tweak: on “Firewalls”, decide to consolidate all the articles on tweaking other security programs into this page? Or make it a landing page for all Firewall-related issue?			0
26		Tweak: on “Importing Bookmarks & Favorites”, link to “Sync”. A lot of people mix up the two and think that Sync is a way to move bookmarks around			0
27		Tweak: on “Private Browsing”, explain that it’s a one-time solution to getting logged out and getting forms not autofilled, not a permanent one. If user wants to erase or not remember password, he should do it by other means. Link to these means. People looked here for security and privacy questions, so point people to the things they need for security and privacy, such as clearing data, password controls, and changing search engines and search suggestions.			0
28		Tweak: on “How do I turn on the Do-not-track feature?”, explain that this is not the feature for erasing password on sites. The reasoning is: the concept of “This site does not track me” == “This site does not save my password and login”. This is not true. So link to the article that contains the means to erase password.			0
29		Tweak: on “Clearing location bar history”, explain that it’s not a mean to change your home page, and link to articles about changing home page			0
30		Tweak: on “Username and password not remembered”, link to “How do I make Firefox remember my usernames and passwords?”. Some people think that this article is about erasing passwords.			0
31		Tweak: make sure that “Marketplace” is always called “Mozilla Marketplace for add-ons and web-based applications” (or a variation of this) to clarify the intent			0
32		Tweak: BrowserID is renamed into “Persona” or “Mozilla Persona”. Persona could be mistaken with Persona themes, but our sitemap surveys showed that another potential confusion is Profiles. Persona == Profiles. It makes all the sense in the world to associate the two. Let’s make sure that relevant articles about persona tells reader that it is not Profiles, and then link to Profiles			0
33		Tweak: On Persona-related article, link to “Choosing More Secure Passwords”. Remember that Persona will require password, so this article applies.			0
34		Tweak: All search-related articles (for example, Location bar search) should link to each other			0
35		Tweak: “Profiles” should link people to Sync, Bookmarks and Firefox Home on the top of the page. Write “are you looking to: 1) Sync your bookmarks, tabs and settings, 2) Move your bookmarks, 3) Setting up Firefox Home for iOS?” – This name is an evil attractor			0
36		Tweak: “Uninstalling add-ons”, explain that this is a good first step to resolving Firefox slowness/crash problems. On “Firefox is slow” and “Firefox crashes”, explain on the top that Uninstalling add-ons is often a good first step, and then link it there.			0
37		Tweak: on Add-ons, extensions and plugins-related articles, explain that Sync is a built-in feature, not an add-on or an app they need to install, then link to Sync. Example article: “How to download and install apps and add-ons with Mozilla Marketplace”. Some people were looking for Sync-related info here. Let’s clarify this. “What is Firefox Sync“ should probably exist in the “Install“ task bucket to help people understand how to use it. Articles about installing and getting started with Firefox mobile should offer Sync information. Putting Sync in the Add-ons page, at least as a feature on the pages, just makes sense.			0
38		Tweak: all articles under Bookmarks need consolidation or simply better organization. For example, on the syncing task, people are either selecting “How to back up and restore bookmarks” and “How to import and export bookmarks”. The distinction between the two is not really clear. Is import and export considered a kind of syncing? If not, is backup and restore sync? If not, then what is sync? Concept explanation and elaboration is important.			0
39		Tweak: “Options window - Privacy panel” and “Options window - Security panel” is indistinguishable. Let’s find a way to make them different, or add in each article how they are different from each other. For example: “You will find a, b and c under Privacy, and d, e and f under Security”.			0
40		Tweak: articles under the topics of remembering and forgetting passwords, forms, URL and search queries should be consolidated under one topic. Susan called it “Passwords, forms, search, and history - control what Firefox suggests”. The problem with this issue is that people are not very familiar with passwords, login, autofill, autocomplete, and so on (both what they are called and how they work). They don't know if this is the website doing it, the OS doing it, the browser doing it, or what. It doesn't help that SUMO also has links called sign in, sign up, join, username, secret word, and on and on. Education is going to be key, since we can’t add help to the UI in that moment.			0
41		Tweak: “How do I manage website permissions?” – On our password and parental control tasks, some people selected this article as a target. It is a potentially handy tool that currently is not very accesible, so we need an article for that can point people in the right direction (“if you want to not save password, go to Password Manager”). This article should also teach people them about passwords (and choosing a secure password), autofill (and what if I want to delete or turn it off), and how to get more granular control over how they and their family members interact with websites (Firefox have none, but there are third-party plugins).			0
42		Tweak: Because privacy and security are such hot topics for users but not well understood technically, a very strong see-also section in each article might be wise. For example: a section-navigation or a privacy/security topic sidebar, or see also list at the bottom, rather than only scattered links in the paragraphs (which are also good).
43		Registration page needs better explanation than 4 boxes (See page 123–129 of presentation)
44		Sprint: Change all spelling “internet” into “Internet”
45		Sprint: Page slug URL should have dashes, not spaces (%20) between them. Do we need an algorithm, or should we do it manually?
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49	Near-future	Analyze search queries after new search engine is in place	8	2	16	Search tuning is something that will need to be done almost daily at first. You'll get new synonyms, spelling variations, abbreviations, and slang constantly for the first couple of months. After that, you want to do a tuning session at least every 3 weeks. 2 might be better based on the rapid release cycle. You might want to alternate products as well since it is easier to tackle it in logical chunks. So after you hit a plateau and go to your normal tuning cadence, tune for Firefox desktop in week 1, Mobile in week 2, Thunderbird in week 3, etc.	FYI, sprints are still going to be done, but changes are now instantly deployed (after QA)
50		Add: Diagnostics/triage	16	2	32
51		Add: video/audio/screen movies – scaffolding (all article)	16	4	64	Scaffolding is a great way to describe the Managed Answers and Process Wizards as well. Depending on how complex they are, they can take a long time to create. They'll also need periodic maintenance. This can be done during the tuning session or in a seperate meeting.
52		Add: Compatibility & other version information (whenever install exists, so must uninstall. Don’t forget 64-bit.)	8	1	8
53		Tweak: break more big articles into discreet issues (the critical ones are already listed above)	8	1	8	You might want to look into IMI. It is an information mapping strategy that turns articles into "knowledge nuggets" that are more easily consumable in less time. You could use this help build your style guide as well. There are some KCS resources about this same principle that we might want to investigate.	I am not well versed in Knowledge Centered Support. Does SUMO already do this today in some form? Can you provide examples? I want to learn more about it to see if it is UX-related and something that I should address while making paper prototypes.
54		Tweak: cross-boundary links	8	1	8
55		Implement synonym ring			0
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57		Implement search best bets			0
58		Finish draft of style guide	8	1	8
59		Tweak: contributor’s documentation, so it tells a story of who we are, why we do this (page 167 of presentation)	8	2	16
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63	Future	Raise SEO of better pages that are hard to find	8	2	16
64		Migrate MozillaZine contents where relevant	8	2	16
65		Dovetail search silos into SUMO search			0
66		Finish style guide	8	1	8
67		Add: Productivity, Tips & Tricks	16	2	32
68		Superheroes Wanted / How to Contribute needs to be reflowed, better explanation, why contribute, who are we? (See page 109–113 & 121 of presentation)
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72	Ongoing	Determine emerging tasks from search log and top pages analysis	16	1	16
73		Precision and accuracy analysis of search results	8	1	8
74		Adjust list of top tasks	8	1	8
75		Adjust synonym ring	4	1	4	This can be finicky. It is more about finesse than about brute force. It will take longer than you think. It is constant twisting and turning of knobs so to speak.
76		Adjust search best best	4	1	4	See above
77		Present emerging issues to product teams	2	1	2	This is very valuable. Most product teams only see analytics based on contact volume. They don't see how often somebody searches for a solution to a problem then says "I can't find an answer, so I'm going to switch to a google product". There are some cool things you can do for custom analytics as well. It works very similar to a Tailored Search only it is passive. You don't alter the search or offer a best bet. It will still count as a "hit" in analytics though so that you can silenty guage the overall visibility of particular issues. Product groups LOVE this. Obviously there will be work involved and a maintenance piece.
78		Add cross-linked tags as issues emerged	2	1	2
79		Tweak existing articles to address search queries	8	1	8
80		Identify missing content	4	1	4
81		Write new articles to address missing contents	16	1	16
82		Title, URL, headings and links tuning	8	1	8
83		Adjust list of preferred terms for predictive search	4	1	4
84		Check for popular threads that are obsolete, link them to current information	8	1	8
85		Update FAQs and Hot Topics as bugs are fixed and new versions are deployed	8	1	8
86		Make list of 200 search queries and test them as we deploy synonyms. Make sure that when we optimize for these articles, we don’t alter the search result. MG - We will also want to know the click thru for each of these. That will help us in content gap analysis and to determine our user confidence level.			2	This is the basics of a search tuning session. The sessions usually take about 2 hours a piece. The time consuming part is taking action on what you learn from each session. We'll need representation from the front line (forum contributors/chat staff), authoring team, product manager, and possible a rep from the product group. We will literally walk through each search and grade the results. We want the answer (or mutliple answers if applicable) to be in the top 5 results. If not, the search is a fail. We'll get a score after the session that will tell us how we are doing. Since these are your top queries, the score is actually pretty accurate assessement of your search overall since there is a really long tail on searches. In between that session and the next, the dictionary manager will perform any backend tweaks and the authoring team will perform content tuning based on the session results. You hope to improve with each session. Your top questions will change though, so don't panic if you see a small drop from one session to the next. At Yahoo, I was usually able to hit 98% accuracy for most sessions.
87		MG - Audit words without concepts report			4	This report will show you words that the dictionary doesn't recognize. It is very helpful in finding new synonyms, abbreviations, and spellings. Should be done at least every couple of weeks. This does not need to be done during formal tuning session, but will require SME input.
88		MG - Audit "Biggest Losers" report			8	This is a report that shows searches with low click thru. If you find the most common searches with low click thru, you can identify major content gaps, content tuning issues, and search tuning issues. This list is not the same as the top queries. This does not need to be done during the formal tuning session, but will require SME input or help from other teams based on recommendations.
89		MG - Audit TSE Report			8	This report shows how many times each of our Tailored Searches fired, the search that triggered it, and the click thru for Best Bets, MA, PW, or custom searches. This report will be useful in fine tuning the query logic to ensure that you aren't showing a Best Bet or custom search when it is not warranted. This will also help you to determine the effectiveness of your custom deflection modules. You'll be able to change verbiage, layout, etc based on the findings. This does not need to be done during the formal tuning session, but will require SME input or help from other teams based on recommendations.
90		MG - Audit queries without responses			4	This report shows only searches that returned 0 results. The majority of these searches will be from people who mistake the help search bar for the google search bar. You do sometimes find content gaps and useful tuning in formation in the report though, so it still must be analyzed. This does not need to be done during the formal tuning session, but will require SME input or help from other teams based on recommendations.
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