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 Apprentice (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 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)

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).

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: Social Support - 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.

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.