Social Support - Contributor roles

In the Social Support program, we have a lot of contributors with different levels of contribution. Here are the recognized roles that we have in Social Support:

Casual Social Helper (#fxhelp)

The characteristics of a contributor in this role are:

• Someone who is in their first two weeks using #fxhelp in their replies.
• Someone who is only using Tweetdeck with their own Twitter account.
• Someone who is an advocate for Firefox and tweeting positive tweets about Mozilla and Mozilla’s Products.
• Someone who is part of the SUMO Matrix room and actively engages in the community discussion.

Social Support Contributor (Conversocial)

The characteristics of a contributor in this role are:

• Someone that has been vouched for and/or added to the NDA email list of social supporters.
• Someone that has been invited by a CM to the Conversocial tool and has been trained on how to use the tool, how to escalate, and how to tag and triage in the tool.
• Someone who has demonstrated a level of professionalism and knowledge of the Mozilla Products that matches the tone and goals of the Mozilla brand.

Someone on this role would be able to:

• Set their own signature in Conversocial.
• Reply from the official @FirefoxSupport account.
• Mark a sentiment, put tags, leave Internal Notes, set a reminder, like a conversation.
• Assign a conversation to themselves, or to the escalate queue (Mozilla - Escalate).

Someone on this role would be expected to do these tasks:

• Reply to a conversation from @FirefoxSupport account.
• Apply appropriate tags to a conversation whenever possible.
• Correct tags whenever possible.
• Mark a correct sentiment to a conversation.
• Apply user tags whenever possible.
• Escalate a conversation if necessary.
• Close conversations older than 4 weeks old.

Social Support Wrangler (Conversocial)

Note: This role is for those who have more advanced permission on the tool. Think about them as a moderator. If you’re a Social Support Contributor who has demonstrated a great sense of responsibility and professionalism and wanted to be Social Support Wrangler, please ping the CMs.

The characteristics of a contributor in this role are:

• Someone that has been vouched for and/or added to the NDA email list of social supporters.
• Someone that has been invited by a CM to the Conversocial tool and has been trained on how to use the tool, how to escalate, and how to tag and triage in the tool.
• Someone who has demonstrated a level of professionalism and knowledge of the Mozilla Products that matches the tone and goals of the Mozilla brand.
• Someone who has been contributing as a Social Support Contributor for a while and demonstrates a great sense of responsibility and professionalism.

Someone on this role would be able to:

• Set their own signature in Conversocial.
• Reply from the official @FirefoxSupport account.
• Mark a sentiment, put tags, leave Internal Notes, set a reminder, like a conversation.
• Assign a conversation to another queue or to another user.
• Manage clipboard (clippings).
• See the Dashboard area where you can find Conversocial analytics information (channel performance, active users, word clouds, etc).

Someone on this role would be expected to do these tasks:

• Reporting any bad behavior of a contributor using #fxhelp or of a Social Support Contributor.
• Paying attention to the escalate queue (Mozilla - Escalate), investigate the case further, and reply to it with resolution options.
• Move conversations to the correct queue. To see a full list of queues, please see here.
• Suggest new tags on Conversocial. To see a full guideline about Conversocial tagging, please see this article.
• Suggest new common respond/new clipping.
• Together with the Community Managers, evaluating requests to be a Social Support Wrangler. At least one Social Support Wrangler contributor should be part of the decision.
• Suggest changes in the Social Support guidelines.

Short link https://mzl.la/2JnIVis

Back to the Guidelines if you came from there