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Support:Social: Difference between revisions
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→Structure: I updated the 3 stages of the new onboarding model
(→Sounds awesome! How do I get involved?: I added my name back and the sign up form) |
(→Structure: I updated the 3 stages of the new onboarding model) |
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| Line 28: | Line 28: | ||
| Support Community Managers | | Support Community Managers | ||
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* Reply to users | * Reply to users with support questions | ||
* Escalate to SUMO and Social Leads | * Escalate to SUMO and Social Leads | ||
* | * Moderate tweets and ban users | ||
*Add new users into the program and moderate #fxhelp | |||
|- | |- | ||
| | | SUMO / Social leads | ||
| | | | ||
* | * View escalations and respond to users with the Reply tool | ||
* | * Hide report spam users | ||
* | * Identify and Tag tweets and Facebook comments with the appropiate tag | ||
* | * Create new tags and communicate to the team any new trends they see. | ||
| | |||
|- | |- | ||
| SUMO / Social | | SUMO / Social Scouts | ||
| | | | ||
* | * Use Tweet Deck to answer support questions to @firefox and @mozilla directly | ||
* | *Reply to all tweets with #fxhelp | ||
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} | |||
== Sounds awesome! How do I get involved? == | == Sounds awesome! How do I get involved? == | ||