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 contributor (#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.

Contributors (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.

A contributor with this role will have the following permissions:

• 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

A contributor with this role will be expected to manage the following 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.

Moderators (Conversocial)

Note: This role has advanced tool permissions. If you’re a contributor who has demonstrated a great sense of responsibility and a high level of professionalism, please reach out to a community manager directly to discuss this opportunity.

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.

A contributor with this role will have the following permissions:

• 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).

A contributor with this role will be expected to manage the following tasks:

• Be a role model for other contributors, provide peer-to-peer feedback and escalate concerns about contributor quality to community managers.
• Monitor the Escalation queue, providing more advanced troubleshooting and investigation.
• 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: Social Support - Tagging guidelines.
• Suggest new common respond/new clipping.
• Collaborate with internal Community Managers to manage applications and mentor as well as support a new moderator.
• Suggest changes in the Social Support guidelines.

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.
  • Mobile and Social Support escalation process — guideline on how to escalate a tweet in Conversocial.
  • Social Support - Tagging guidelines — guideline on how to use tag in Conversocial.