Why we participate in support
Why do you participate in user support? Have you ever wondered why any of the people who answer support questions, and write documentation take the time to do it? This is a followup to a post I wrote about dealing with disgruntled users. Firefox is a…
Working for Postbox
I’m happy to announce that I’ve started working for Postbox, doing user content and support. This means that I won’t have time for some of my commitments within Mozilla. Over the next while, I may be cancelling or transferring some of…
Reply to Walt Mossberg – Native apps vs web apps
I recently listened to an episode of the Ctrl-Walt-Delete podcast, in which Walt Mossberg and Nilay Patel talked about web browsers vs native mobile apps. There was something Walt said that I have to comment on, because I disagree with it, and a tweet…
Do you need to install Flash anymore?
If someone asks “Do I need Java“, my answer is a) most people don’t need it, and b) to find out if you need it, remove it. I did that many years ago and haven’t needed it. I’ve been hoping to reach the same point with Flash.…
Mark Surman on The Agenda with Steve Paikin
This past week, Mark Surman Executive Director of the Mozilla Foundation was on one of my favourite TV shows – The Agenda with and Steve Paikin. Here’s the video:
Need help with Firefox in Toronto?
If you need help with a Firefox problem and live in Toronto, send me an email and I can meet you in person at a public place to help solve your Firefox problem. I’ve been wanting to put together some sort of system to allow support community…
Tips on how to deal with disgruntled users
This is something I’ve been wanting to write about for a while. In many community driven support venues, I see some bad patterns in the way users are treated. People who may be knowledgeable about Firefox end up giving bad user support, because…
SeaMonkey Help is back…with screencasts!
Back in 2007, I stopped maintaining my SeaMonkey Help website. Others took over maintaining the site, but it wasn’t long before they stopped maintaining it as well. That wouldn’t be a big deal if it weren’t for one thing: SeaMonkey 2.…
When all you want to know is if the bug is fixed
For some specific bugs, I’ve added myself to the CC list, because I’m interested in knowing when the bug is fixed (and maybe when the target has changed). Problem is: because there has been a lot of discussion in a few of those bugs,…
What is compacting folders in Thunderbird, and why you should do it
Are your Thunderbird folders taking up a lot of disk space, even though you only have a few messages? Is Thunderbird slow to open folders? It’s probably because you have not compacted your folders. When you delete a message, it doesn’t really…