Welcoming a new Thunderbird Leader

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Last week, we released the latest version of Thunderbird! This release marks the first of our releases from within our new combined team which I mentioned in the past. Get it & enjoy it — I’ll draw your eye in particular to the new integrated add-on manager and my personal can’t-live-without add-on, the Conversations add-on which has matured a lot since I last mentioned it.

This month also marks the introduction of a critical new addition to the Thunderbird team: I introduced JB Piacentino to the Mozilla weekly call and Thunderbird teams a couple of weeks ago, but this seems like a fine time to introduce him to the broader community. JB is now the new Managing Director for Thunderbird. I’m confident that he’s going to provide what Thunderbird has been needing for a while now — someone who can have a broad enough perspective on Thunderbird to understand its breadth and full potential impact, but with a focused enough mandate that Thunderbird will get the attention it deserves.

JB has an ideal background to complement the rest of the Thunderbird team’s skills — in particular, he has a combination of entrepreneurial expertise and a passion for product marketing which will serve Thunderbird well. And while he’s new to the Mozilla community, he’s been an avid follower and supporter of Mozilla for a long time.

I’m also excited about the fact that JB is based in Paris, France. Thunderbird has a significant concentration of users in Europe, and moving the center of gravity of the project closer to our users will likely have a broad set of benefits.

I’m visiting JB and the Mozilla Paris office this week in fact, and we’d like to welcome anyone who happens to be in the area to come to a Q&A we’ll be having at the Mozilla office tomorrow evening:

28 Boulevard Poissonnière
75009 Paris
at 7pm (19:00)

I encourage people to get in touch with JB, and share your thoughts about Thunderbird.

The Future of Messaging

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The web has incredible potential to improve our lives even more than it already has.  I believe that nowhere else is this more true than in the space of personal communications.

Mitchell Baker, Chair of the Mozilla Foundation, today announced that Mozilla will be increasing our focus on messaging and communications on the web.  As part of this, here are some of the steps that we are taking.

We’re going to be consolidating the teams working on messaging on the Web and related topics like identity and contacts, by integrating the Mozilla Messaging team with Mozilla Labs.

People who have followed Mozilla Messaging are already aware of our first investments in this arena, such as the popular F1 add-on for Firefox, and the experimental Raindrop project.  The expanded Mozilla Labs team has more plans for both research and product initiatives in the field of online communications and social interactions on the Web, which we look forward to sharing.

Thunderbird users will likely be curious to know what this change means for them.  The short answer is almost nothing will change.  We’ll move pages around websites, but that will be the extent of the impact on Thunderbird users.  In particular, the Thunderbird team will remain a tight-knit self-contained product team with full responsibility for the stewardship, development and support of Thunderbird.  I’m continually proud of the Thunderbird team, as they continue to produce high quality releases on the platform that Firefox is continually improving, while supporting exciting developments like Blake Winton’s GetAnAccount, Jonathan Protzenko’s radical Conversations view add-on or Mike Conley’s Unity integration work to name a few.

I’ll still be managing the Thunderbird team, as well as lead our innovation efforts at the intersection of the Web and messaging.

When I told the team about this change, there was universal nodding — this is an obvious move for Mozilla.  I’ve had the chance to work with many people in all parts of Mozilla over the last few years, and I’ve never met a more competent or kinder group of passionate professionals, and I’ve never been more excited and optimistic about the chances of having impact, both personally and as a part of the fascinating group that is Mozilla.

Jonas Sicking, a superlative Mozilla developer, recently tweeted:

one of the most awesome things about the web is how it enables new ways of communication. What can we do to improve that even more?

That is a nice summary of our focus in the next phase.

Sometimes an add-on is transformative…

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In my years of using Thunderbird, there have been a few notable transition points in my personal experience with it. One that I remember well is when we optimized deletion to be asynchronous, which completely got rid of the delay in deleting messages. Another that I’m happy to be able to share now is Jonathan Protzenko’s Conversations add-on, now available through this Labs blog post. It’s remarkable how well Jonathan was able to take an early mockup from a couple of years ago and carry it through to a very, very useful and pleasant and quite full-featured conversation view. Try it out, if you’re like me you won’t want to go back.

On a technical note, it’s nice to see how the various bits of the refactorings and new technology pieces we’ve been building into Thunderbird can be used to build compelling new UIs.

Congrats Jonathan!

Outlook PST importer anyone?

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This week, Microsoft published an open source (Apache 2) SDK to read PST files. From what I heard, it works with Unicode PST files as generated by Outlook 2003 or later.

It’s a healthy move on Microsoft’s part, as it releases their users from feeling like their data is locked in to their relationship with Outlook. I hope the code is easy to use, etc.

I’d naturally be very interested to hear of anyone experimenting with using this code in an add-on to make the process of importing all one’s data from Outlook into Thunderbird. If you know of such an effort, let me know!

Thunderbird in 2010

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2010 will be a big year for Thunderbird. Last year, we launched Thunderbird 3, which is a huge milestone for us. In this post, I’d like to give people a heads-up as to what the coming year will look like. I’ll focus on three topics: our plans for innovation through add-ons, Thunderbird 3.1, and our first steps towards making Thunderbird self-sustaining.

Innovation through Add-ons

We believe that Thunderbird is a much better development platform than ever. This means that building innovative experiences on top of Thunderbird is easier than ever. We’ll be building on that platform ourselves and helping others innovate as well. In particular, we’re going to be using add-ons in a few ways:

  • If we have an idea for a change to an existing Thunderbird feature, we’d like to roll it out first as an add-on, so that we can get feedback on early versions of the idea without having to incur all of the up-front costs of landing that change into the “trunk” builds. This should allow us to validate (or reject) ideas much faster. A great example of how this can work is the Personas feature, which matured as an add-on, and is now a standard (and awesome) feature of Firefox 3.6.
  • We sometimes think of features that “would be cool” (see e.g. conversation arcs, tagsoup), but don’t necessarily make sense to integrate into the core product. Making an add-on here makes sense because it lets us share those ideas with others who think they’re worthwhile. Sometimes “cool ideas” become “big ideas” over time (google calendar add-on.

Having core engineers develop add-ons is also one of the best ways to ensure that the add-on platform is as good as possible.

Thunderbird 3.1

In parallel with some exciting innovations in add-ons, we’ll be pursuing more gradual change strategies within Thunderbird 3 itself.

Thunderbird 3.0 is getting security & bugfix releases (3.0.1 is out, 3.0.2 is coming soon).

Thunderbird 3.1 is also underway. We’ve already released the first alpha, and a first beta is getting defined. It will be focused on a couple of areas:

  • Making the upgrade from Thunderbird 2 as painless as possible: Some of the features that we introduced in 3.0 were confusing to Thunderbird 2 users, and some of the defaults which we think made sense to new users were quite surprising to long-term Thunderbird users. We’re reviewing the upgrade process and making sure that users get to opt-in to the more radical changes. We realize it can be quite unpleasant to have your software change unexpectedly.
  • Improving some of the new features in Thunderbird 3: The feedback for the new features has been both positive and constructive — look for refinements on the concepts introduced in Thunderbird 3.

Ensuring Economic Sustainability

Thunderbird deserves to be self-sustaining. Paying one’s way is a great validation of any effort, and it’s in the interest of Thunderbird users everywhere that we figure out a way to get there. As promised when we formed Mozilla Messaging, we’re starting to explore ways to make Thunderbird self-sustaining while at the same time promoting the Mozilla mission (as articulated by the Mozilla Manifesto). We’re specifically looking to identify business models that create economic value by improving the user experience of Thunderbird users. This is nothing new for Mozilla. The foundations of an open source codebase, the ability for users to opt-out of commercial relationships, and an architecture that allows plugging in alternative providers for whatever service or product we end up partnering with are non-negotiable requirements. With that as a foundation, we’re looking for ways to make the online life of our users better, and within those ways, identifying those which can help ensure Thunderbird’s long life.

This will happen through a set of public opt-in experiments. For each business model that we try, we’ll build a prototype, announce it, get data to evaluate it, solicit feedback from users, and evaluate whether it’s worth continuing. Anecdotal data suggests that plenty of Thunderbird users are happy to be offered commercial services which provide them value and help Mozilla too.

In addition, I’ll be actively soliciting input and help from what I’d like to call “business contributors”. Just like we encourage programmers and others to contributing to Mozilla through patches and other internet-mediated activities, I’m going to setup ways to “open source” the business model and business development activities. I’ve found in conversations with my peers that almost every business leader who’s aware of what we do would like to contribute, but we haven’t made it easy. Identifying and facilitating such contributions is one of my personal goals for the year.

To start, here are two possible ways for business folks to contribute:

  • I’ll be in the Bay Area next week for a panel at MAAWG in San Francisco and other meetings, and will be organizing a dinner/drinks event for people who want to chat about Mozilla Messaging business models. Contact me by email if you’re interested (dascher at mozillamessaging.com).
  • We’re hiring a business development lead to help drive this effort. If you know someone who you think understands business development and would be a great fit for Mozilla, point them to the job description.

I’m looking forward to the conversations!

A public internet deserves great beaches

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Firefox releases have cool codenames while in gestation. As Chelsea explains, Firefox picks national parks as codenames, as metaphors for the values that go into making a Firefox release.

The idea made a lot of sense to us, so we decided to follow suit for Thunderbird. Rather than parks, we picked beaches. A good beach is a clear and compelling example of a public good. We can all go to the beach, share in the beauty and poetry of the place, swim, maybe surf. All that’s required of us in exchange is to treat it well — don’t fence it in, don’t litter, don’t crash your oil tankers into it. Yet beaches as a public commons are under threat. If Thunderbird can help beaches and beaches can help make it clear why Thunderbird matters, we all win.

Given the weather outside, it’s not too surprising that the codename for the next version of Thunderbird is Lanakai, in sunny Hawaii. “Warm turquoise green waters brush up against a fine sand beach while gentle trade winds offer a cool relief from the hot Hawaiian days. This beach is great for relaxing on the sand or taking a swim in it’s clear waters”. That pretty much sold us. Also, we can dream about having a Thunderbird summit there someday.

Lightning Update

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A week full of announcements:

I’ve been so busy working on the Thunderbird 3 release that I forgot to blog about this new development:  I’m pleased to announce that Mozilla Messaging has engaged Philipp Kewisch, lead of the Calendar project, to help drive the release of a version of the popular Lightning calendar add-on.  The plan so far is for Philipp (who’se in school, but somehow finds time to do Mozilla work after that) to help fix bugs, drive the release, and generally make sure that people who want to upgrade from Thunderbird 2 to Thunderbird 3 will find their favorite extension working there.

If you’re keen to help, let Philipp know, and participate in test days, help QA release candidates that will show up, and if you can, chip in with patches!

An update on Thunderbird's support plan, Get Satisfaction and SUMO

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Since my last blog post about a position being available for support, I’m pleased to announce (belatedly) that we’ve hired Roland Tanglao to lead Mozilla Messaging support. It’s not obvious being the only person on staff supporting millions of users around the world!  In order to learn how Thunderbird support is currently happening, he’s been busy immersing himself in that world.

Success for anything user-facing on the scale of Mozilla Thunderbird requires scalable approaches.  One person, no matter how well qualified and efficient, can’t help everyone who may have issues (especially as many people come to us with questions that are really about their mail provider).  So we need to look to systems and communities to help us help users.

Get Satisfaction

The first system that we’ve committed to is Get Satisfaction, an online website which is designed from the ground up for peer-to-peer support.  You go there to ask a question, and maybe you also help someone else who has a question you know the answer to.  The “take a penny, leave a penny” model.

There are two things that stand out for me with Get Satisfaction: their user experience, and their APIs:

Get Satisfaction clearly thought long and hard about what the user experience of a support site should be like, and it shows: Threads are categorized as being ideas, problems, and praise, and problems and idea threads can be marked appropriately when either there’s an solid answer of some sort, or to track the evolution of ideas.  This provides people who want to dive into a support role with great dashboards, which makes dealing with a high volume much easier.  It also provides users a way to communicate their input & mood effectively, which is an important part of a support interaction.

The second aspect of Get Satisfaction that was particularly compelling to me was that they have built their system with HTTP APIs in mind from the beginning.  This means that we can integrate it into our own websites, or even in future versions of Thunderbird, without anyone needing to rework the database.  We’re just starting to figure out how to use these APIs, but I’m hopeful it will allow us to streamline support interactions considerably.

You can find out more about Roland’s thoughts about Get Satisfaction in his blog post.

Knowledge Base

Even as we’re happy with the capabilities of Get Satisfaction, it’s clear we need to complement it with a knowledge base where we can build longer FAQs, helpful documents, etc. There, we got an unexpected assist from the Fennec (Mobile Firefox) project, as their need for a variant of SUMO for Mobile users made it so that the SUMO project had to refactor and “productize” SUMO.  Having more than one installation of SUMO supported by the core SUMO team made me feel that our use cases were likely to be supported well, which is great — we try to leverage as much of the Firefox infrastructure as we can, as efficiently as we can.  Thanks Fennec!  (For now, we’ll stick with Get Satisfaction, and won’t be using the SUMO forums or the Live Chat features).

SUMO will allow us to build a scalable, localizable document store — it’s been proven to scale (handling 22 million hits a day for Firefox!), and has a built-in localization system.  Given that Thunderbird 3 will likely be published in 40 languages, ignoring localization isn’t a realistic option.  (I should point out that while GetSatisfaction is currently only in English, that team is keen to explore internationalization and localization).

For English users, MozillaZine is the obvious alternative to both Get Satisfaction and SUMO.  And indeed MozillaZine currently has lots of great content, and a bunch of people who provide great support.  Unfortunately, it also lacks a bunch of features (APIs and RSS feeds), has an interface which we can’t improve upon, and is English-only.  An interesting observation is that with people relying on search engines ever more, it’s not really a problem to have multiple sources of information about a product.  I expect MozillaZine will continue to thrive, and we’ll definitely continue to work with the all existing knowledge bases on the web and link to them appropriately.

A web of communities

Going forward one of Roland’s tasks is to build or strengthen the bridges between Mozilla Messaging and the excellent Thunderbird related communities on the web. Mozillazine, of course, but also geckozone in France, and as many other support communities we can find.  Around the time of Thunderbird 3 launch (hopefully in November), Roland is planning some sort of worldwide support community online meeting. If you’re interested in participating, contact Roland.

One of my hopes is that better organization of support communities can lead not just to happier users, but to a better product.  One of Roland’s duties is to provide feedback to the product development team on frequent or emerging issues faced by users, or areas of Thunderbird that particularly please people.  That’s not something he can summarize accurately by himself — he’ll need your help.

Positive Feedback

Support is too often a one-way medium, with users complaining about problems.  That’s certainly an important function, but in a cooperative open source project, it’s equally critical that QA and developer contributors thank users for their input, and that users point out parts of the experience that they like, as positive feedback is the best motivator.  So take some time out and pick an open source project and generate some good karma!  For Thunderbird, it’s easy, go to getsatisfaction and click on “give praise”.  Roland will make sure that the people deserving of your praise get to see it.

An update on Thunderbird’s support plan, Get Satisfaction and SUMO

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Since my last blog post about a position being available for support, I’m pleased to announce (belatedly) that we’ve hired Roland Tanglao to lead Mozilla Messaging support. It’s not obvious being the only person on staff supporting millions of users around the world!  In order to learn how Thunderbird support is currently happening, he’s been busy immersing himself in that world.

Success for anything user-facing on the scale of Mozilla Thunderbird requires scalable approaches.  One person, no matter how well qualified and efficient, can’t help everyone who may have issues (especially as many people come to us with questions that are really about their mail provider).  So we need to look to systems and communities to help us help users.

Get Satisfaction

The first system that we’ve committed to is Get Satisfaction, an online website which is designed from the ground up for peer-to-peer support.  You go there to ask a question, and maybe you also help someone else who has a question you know the answer to.  The “take a penny, leave a penny” model.

There are two things that stand out for me with Get Satisfaction: their user experience, and their APIs:

Get Satisfaction clearly thought long and hard about what the user experience of a support site should be like, and it shows: Threads are categorized as being ideas, problems, and praise, and problems and idea threads can be marked appropriately when either there’s an solid answer of some sort, or to track the evolution of ideas.  This provides people who want to dive into a support role with great dashboards, which makes dealing with a high volume much easier.  It also provides users a way to communicate their input & mood effectively, which is an important part of a support interaction.

The second aspect of Get Satisfaction that was particularly compelling to me was that they have built their system with HTTP APIs in mind from the beginning.  This means that we can integrate it into our own websites, or even in future versions of Thunderbird, without anyone needing to rework the database.  We’re just starting to figure out how to use these APIs, but I’m hopeful it will allow us to streamline support interactions considerably.

You can find out more about Roland’s thoughts about Get Satisfaction in his blog post.

Knowledge Base

Even as we’re happy with the capabilities of Get Satisfaction, it’s clear we need to complement it with a knowledge base where we can build longer FAQs, helpful documents, etc. There, we got an unexpected assist from the Fennec (Mobile Firefox) project, as their need for a variant of SUMO for Mobile users made it so that the SUMO project had to refactor and “productize” SUMO.  Having more than one installation of SUMO supported by the core SUMO team made me feel that our use cases were likely to be supported well, which is great — we try to leverage as much of the Firefox infrastructure as we can, as efficiently as we can.  Thanks Fennec!  (For now, we’ll stick with Get Satisfaction, and won’t be using the SUMO forums or the Live Chat features).

SUMO will allow us to build a scalable, localizable document store — it’s been proven to scale (handling 22 million hits a day for Firefox!), and has a built-in localization system.  Given that Thunderbird 3 will likely be published in 40 languages, ignoring localization isn’t a realistic option.  (I should point out that while GetSatisfaction is currently only in English, that team is keen to explore internationalization and localization).

For English users, MozillaZine is the obvious alternative to both Get Satisfaction and SUMO.  And indeed MozillaZine currently has lots of great content, and a bunch of people who provide great support.  Unfortunately, it also lacks a bunch of features (APIs and RSS feeds), has an interface which we can’t improve upon, and is English-only.  An interesting observation is that with people relying on search engines ever more, it’s not really a problem to have multiple sources of information about a product.  I expect MozillaZine will continue to thrive, and we’ll definitely continue to work with the all existing knowledge bases on the web and link to them appropriately.

A web of communities

Going forward one of Roland’s tasks is to build or strengthen the bridges between Mozilla Messaging and the excellent Thunderbird related communities on the web. Mozillazine, of course, but also geckozone in France, and as many other support communities we can find.  Around the time of Thunderbird 3 launch (hopefully in November), Roland is planning some sort of worldwide support community online meeting. If you’re interested in participating, contact Roland.

One of my hopes is that better organization of support communities can lead not just to happier users, but to a better product.  One of Roland’s duties is to provide feedback to the product development team on frequent or emerging issues faced by users, or areas of Thunderbird that particularly please people.  That’s not something he can summarize accurately by himself — he’ll need your help.

Positive Feedback

Support is too often a one-way medium, with users complaining about problems.  That’s certainly an important function, but in a cooperative open source project, it’s equally critical that QA and developer contributors thank users for their input, and that users point out parts of the experience that they like, as positive feedback is the best motivator.  So take some time out and pick an open source project and generate some good karma!  For Thunderbird, it’s easy, go to getsatisfaction and click on “give praise”.  Roland will make sure that the people deserving of your praise get to see it.

Support job with Mozilla Messaging

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frustration, from e-magic on Flickr

"frustration", from e-magic on Flickr

One of my first jobs in IT was as a “computer consultant” for my university.  I got to learn a lot about computers of various kinds (including currently useless but still formative bits like writing REXX programs on a CP/CMS IBM 3090 mainframe), and, more importantly, I learned a lot about what it takes to really help people solve computer problems.  We had all the kinds of users you’d expect in a decent-sized community: haughty faculty (and haughtier grad students, for some reason), who absolutely demanded that you stop whatever you were doing to help them fix their margins <em>right now</em>.  We had to mediate between first-year students lost and confused in their first exposure to the net, and technical staff who were straining under the onslaught of the first week of classes.

Still, it was a lot of fun — we had autonomy to decide what problems were worthy of paper handouts, to hand out as answers to FAQs — we had special accounts with free access to the high-resolution printers — but most of all, we had lots of interactions daily with people who were truly grateful for the help we provided.  Not all interactions were positive, but the vast majority of them were.  There was a real community between the student staff, the full-time staff, and the avid users who spent their days in the computer center working on their papers, homework, and assignments.

The job

These memories come back as we’re now looking for someone to help coordinate Thunderbird’s technical support communities.  The challenge is orders of magnitude harder, but the opportunities to help are equally huge.

Mountain Lion Safety by ekai on flickr

Mountain Lion Safety by ekai on flickr (helpful, no?)

It’s become clear to me that this job is fairly unique, both in scope, and in what we’re looking for.  The right candidate will have a rare blend of empathy & technical knowledge, clear organization skills.  She or he must have the ability to bring people off the ledge, recognize and encourage peer leaders, but also know how to deal with poisonous people.  This requires both clarity of thought and clear, efficient expression.  Our ideal candidate knows Thunderbird well, but most importantly can understand both the requirements of providing technical support for hugely diverse populations of users, who often come for help when they have critical issues that are often caused by external actors like email providers.  A hard job to fill.

A big part of the job is also to understand the existing bits of the existing world of Thunderbird support, and figure out ways of connecting the bits that work, and building new bits if needed.  From where I’m standing, this ecosystem includes forums like mozillazine, which have garnered huge numbers of posts with very valuable information, but which don’t necessarily provide the best experience for novices.  It also includes the GetSatisfaction forums, which provide a lower barrier-to-entry for many users, but which are still in their infancy, both in terms of content and in terms of people providing answers.  The ecosystem also importantly includes SUMO, which right now is focused on Firefox, but which could hopefully be deployed for Thunderbird use someday.  A comprehensive solution also likely involves figuring out how to help people over Twitter, on Facebook, or wherever Thunderbird users are likely to look for answers or express frustrations.  Whoever gets this job will end up diving deep into the world of Mozilla support overall, and learn from all of the people who’ve built those foundations — then build upon them.

As the central point of contact for support issues, this person will be incredibly helpful in working with the QA and dev teams to prioritize bugs and other issues, so that the next revisions of Thunderbird or Thunderbird websites work better for more people.  Finally, it would be great to coordinate with the support micro-communities that exist around the world.  In general, the job is clear: help people with Thunderbird, and help people help each other.

If this sounds like you, send us an email, explaining why you’re the right person for the job.