378
edits
Changes
→Structure: I updated the 3 stages of the new onboarding model
| Support Community Managers
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* Reply to users (replies must be approved)* Assign messages to other volunteerswith support questions
* Escalate to SUMO and Social Leads
* Favorite, like, hide Moderate tweets and ban users*Add new users into the program and moderate #fxhelp
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| Support Community ApproversSUMO / Social leads
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* Approve volunteers’ messagesView escalations and respond to users with the Reply tool* Reply to Hide report spam users (replies must be approved)* Assign messages to volunteersIdentify and Tag tweets and Facebook comments with the appropiate tag* Escalate Create new tags and communicate to SUMO and Social Leadsthe team any new trends they see. * Favorite, like, hide, ban users|
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| SUMO / Social leadsScouts
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* View escalations Use Tweet Deck to answer support questions to @firefox and respond to users @mozilla directly* Assign messages Reply to volunteersall tweets with #fxhelp* Favorite, like, hide and ban users||}
== Sounds awesome! How do I get involved? ==
