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Social Helper, Army of Awesome, AoA, Twitter, Moderator, Wrangler, Contributor

This article describes the roles in the Social Support Program, as well as some of the suggested tasks for each role.

__TOC__ 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)== {note}'''Note:''' This role always uses '''#fxhelp''' in their replies. You can learn how to be a casual social helper from [[Social Support - Guidelines#w_social-support-with-tweetdecktwitter-search|this article]].{/note} 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 Apprentice (Conversocial)== {note}'''Note:''' This role is for those who got Social Support Apprentice access on Conversocial and use their own signature in their replies. You can learn how to be a Social Support contributor and how to get access to Conversocial by reading this article: [[Social Support - How to use the tool]]. {/note} 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 just joined the program for less than 2 weeks. Someone on this role would be able to: * Set their own signature in Conversocial. * Reply from the official @FirefoxSupport account from an automated queue. * Get approval for 75% of their replies from an admin or Social Support Wrangler before their answer get published. * Mark a sentiment, put tags, leave Internal Notes, set a reminder, like a conversation. * Assign a conversation to themselves * Assign a conversation to another queue 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 Contributor (Conversocial)== {note}'''Note:''' This role is for those who got Social Support Contributor access on Conversocial and use their own signature in their replies. You can learn how to be a Social Support contributor and how to get access to Conversocial by reading this article: [[Social Support - How to use the tool]]. {/note} 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. * Skip conversation from a certain queue. * Mark a sentiment, put tags, leave Internal Notes, set a reminder, like a conversation. * Assign a conversation to themselves * Assign a conversation to another queue 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 user or another queue (including the *Default queue). * Manage clipboard (clippings). * See the Dashboard area where you can find Conversocial analytics information (channel performance, active users, word clouds, etc). {note}'''(*)''' See Queue section in this article: [[Social Support - How to use the tool#w_queues]]{/note} 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 [[Social Support - How to use the tool#w_queues|here]]. * Suggest new tags on Conversocial. To see a full guideline about Conversocial tagging, please see this article: [[Conversocial - Tagging guidelines]]. * 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. {note}'''Short link:''' https://mzl.la/2JnIVis{/note} =Complete Social Support guidelines= If you're super interested in supporting Firefox users on social media (mainly, Twitter), please follow along these guidelines that will help explain how we do things: *[[Social Support - Guidelines]] — an overview of how to get started on Social Support program. *'''[[Social Support - Contributor roles]] — where you can learn more about various roles in Social Support program. (You're here!)''' *[[Social Support - How to use the tool]] — a complete guideline on how to use features in Conversocial to reply to tweets from @FirefoxSupport. **[[Conversocial - Escalation process]] — guideline on how to escalate a tweet in Conversocial. **[[Conversocial - Tagging guidelines]] — guideline on how to use tag in Conversocial. <!-- As this program grows, a few roles have been defined and noted for the program that have been very helpful. Each role is important and helpful to keep the community queue of tweets and comments organized, show new users around, as well as enforce the guidelines for responding to users in both the personal accounts using #fxhelp and those responding with the Mozilla Brand accounts with their signatures. __TOC__ ==The Casual Social Helper (TweetDeck)== {note}'''Note:''' This role always uses '''#fxhelp''' in their replies!{/note} The characteristics of a user 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 *is an advocate for Firefox and tweeting positive tweets about Mozilla and Mozilla Products *has access to the Telegram group or Matrix room ==The Official Social Helper (Reply by Buffer)== {note}'''Note:''' This role always has a signature in Reply and '''#mozillasupport'''{/note} The characteristics of a user 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 moderator or admin to the Reply by Buffer tool and has watched the video training 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 ==The Triager== This role is someone that’s in the Team Inbox only. Triaging can be done by anyone in the Reply tool, this is just a task to help keep it organized when other campaigns might flood the tool with mentions. Their tasks are pretty simple: *they add tags to the tweets or Facebook comments *they look for threads that do not have tags and add the correct tag *they close anything older than 4 weeks old *they add a new tag where appropriate ==The Social Program Moderator== As a moderator this user is a mentor and a moderator. Their tasks tend to be, but are not limited to: *orienting the user and help alleviate any doubts when responding to users *reporting any bad behavior of the user #fxhelp (on Twitter) *reporting any spam and triaging it with the tag 'Spam' and if necessary: [https://support.twitter.com/articles/64986 to twitter] or [https://www.facebook.com/help/181495968648557 to facebook] *showing and mentoring other participants on how to correctly configure TweetDeck *while mentoring or helping set up Tweetdeck, if there are any changes that you would like to make to the documentation please do so by adding the changes or a comment [https://docs.google.com/document/d/13iGyBVSDOaeqP46oMU6hqedhn0oXFTHLUTW5RVr6tUQ/edit in this document explaining how to set up TweetDeck] *reporting their positive or negative actions to both admins and other moderators. Nominate them for ''contributor of the week'' in the Community Meeting etherpad ;-) *evaluating whether it meets the prerequisites to use the Reply. At least one moderator and one admin must be part of that decision. Moderators remove barriers to participate and drive members motivation to participate. They also help with conflicts and make sure that escalated issues are addressed by an admin. They help keep the atmosphere positive and keep users under the impression that we have a mutual purpose and have mutual respect for one another. -->