Support:Social

Overview

Social media helps Firefox better understand its users. There are about 14,000 questions/comments on Firefox social media platforms every month. More often than not, when people experience issues with Firefox, they tend to share them on Twitter before submitting bugs or seeking out solutions from SUMO. We're here to help, share our knowledge and build relationships that will empower our users to get the most out of their Firefox experience.

Who we are

We're a community of enthusiastic volunteers and employees trying to support our users around the globe. Your contributions will reach millions of users worldwide, and you can do it from the comfort of your couch. Join us for an incredible adventure!

What do we do

• Answer users queries and solve their issues on Twitter and Facebook.
• Manage posts and comments directed to us.
• Share positive and uplifting posts about Mozilla.

Sprinklr

We use an awesome social publishing/listening/reporting tool called Sprinklr. It works by segmenting inbound posts and comments by language, platform, topic and influence level. It also allows you, as a community manager, to reply to users, to assign posts to other Social contributors and leads, to escalate communication to Social and SUMO, to tag posts and specify their details and to suggest and share content.

Structure

The Social team is structured into the following :

Name	Role
Support Community Managers	Reply to users (replies must be approved) Assign messages to other volunteers Escalate to SUMO and Social Leads Favorite, like, hide and ban users
Support Community Approvers	Approve volunteers’ messages Reply to users (replies must be approved) Assign messages to volunteers Escalate to SUMO and Social Leads Favorite, like, hide, ban users
SUMO / Social leads	View escalations and respond to users directly Assign messages to volunteers Favorite, like, hide and ban users

Sounds awesome! How do I get involved?

1. Start by emailing Madalina (mana@mozilla.com) to set up an account for you.
2. Check with one of our contributors or with Madalina for help getting started until documentation is up.
3. Say hello on our mailing list and on our other communication channels (links below).

Contact

If you have a specific question or if you just want to learn more about the program :

• IRC : You can join us on these channels on irc.mozilla.org
  • #aoa : General channel for Social

• Telegram : Support Mozilla (SuMo) (To avoid spam, send an e-mail to Madalina or to any Sprinklr/SuMo contributor so he/she can add you)

• Mailing List : Social Support mailing list : General mailing list of Social Support