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As the poor sod responsible for user experience and product decisions regarding Firefox from versions 1.5 through 4, I'd like to say that I agree completely and wholeheartedly with everything in this post. On our best days, Mozilla works this way ... but we have sparingly few days like that, and far too many Subaru Brats to show for it. Well written, Jeff. Should be in every textbook or guide about community management.
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Feb 7, 2012