Onboarding update to Social Support Program 2017

Status

support.mozilla.org
Forum
P1
normal
a year ago
9 days ago

People

(Reporter: guigs [guigs] PST (please needinfo me!), Unassigned, NeedInfo)

Tracking

Firefox Tracking Flags

(Not tracked)

Details

Meta Bug: Update Onbaording in effort to bridge support.mozilla.org and the Social Support Program

There are a list of content that needs to be updated and added to the onboarding experience in the Social Support Program. 

There is a discussion and a lis that was generated from two main contributors today that I want to list here for complete needs for onboarding to this program. 

1. Update and rewrite the guidelines
2. How to set up tweetdeck for practicing and include a screencast on how to do very basic tasks in the tools we use. 
3. Content on How to Support on Social Media with resources for the product
4. Have information on where live chat and discussions happen(email, telegram and support forum?)
5, Where do common responses live and how to use them
6, How to Moderate and Mentor new users


Audience: 
AoA, Current Social Support Program, Staff and Marcoms team
More discussion on this happening in this thread https://support.mozilla.org/en-US/forums/social-media/712533?last=72144
(Reporter)

Comment 2

11 months ago
So some changes were made last week and I want to log them here for the record. 

Ideally if the page get involved with AoA is replaced, the 3 steps would be to sign up, and then be pointed to a guidelines document that includes: Basic Guidelines, the goals, how to get set up with Tweet Deck, then a link to the sign up form. 

This way they have a low barrier to entry, and we still can get in contact with them after they sign up and start participating. 

The second section of this document includes all the materials that will be sent out to them if they are interested further in participating in the Reply too and answering as brand. 
https://docs.google.com/document/d/113bE4-iuNmf8Qa4WGFD_dY5oJ54iQnBBkh-aSrJbwvg/edit

I would like to post this with Jhonatas to the community for feedback on this path to entry: 

Read guidelines -> Sign up form -> set up tweetdeck -> some tips to get started answering questions 
later receive an email welcome and info how to contact SUMO

Then progress in the program and get an invitation to start in the Social Program.
(Reporter)

Updated

11 months ago
Priority: -- → P1
(Reporter)

Comment 3

11 months ago
1. New Guidelines have been published: https://support.mozilla.org/en-US/kb/social-support-guidelines

2. How to set up tweet deck for practicing and include a screencast on how to do very basic tasks in the tools we use.
This turned into an instruction for how to set it up: https://docs.google.com/document/d/13iGyBVSDOaeqP46oMU6hqedhn0oXFTHLUTW5RVr6tUQ/edit 

3. Content on How to Support on Social Media with resources for the product - this is included in the guidelines.

4. Have information on where live chat and discussions happen(email, telegram and support forum?)
This information still lives on the wiki page: https://wiki.mozilla.org/Support/Social#Structure 
I updated the onboarding structure, however, this will change after the experiments with the new content guidelines. 

5, Where do common responses live and how to use them - this is something that needs refining and discussion in the community. As they are currently not used, so I de-prioritized this document. 
<these still live in this document and will not change - https://docs.google.com/spreadsheets/d/1LniMfCdlV5hep4liFJguDTAlQSj_bQ7avtLLsOz18Ik/edit?ts=582b8925#gid=1997558725>

6, How to Moderate and Mentor new users- 
Moderating in Tweet Deck is possible: https://docs.google.com/document/d/1R0sWzqB9IwB84VnFY4JaLJIFKyGkNmeNTPNASZjQKj4/edit
But we also set up a AoA tag to capture all of the tweet responses that have been instructed to use the #fxhelp hashtag. 

Mentorship is postponed.
Guigs, can you add a set of development tasks for this bug?

Something along the lines of:

1. Create a page for https://support.mozilla.org/en-US/get-involved/social
2. 3 step instructions to join along with the social image from AoA.
Flags: needinfo?(rmcguigan)
Yes, I actually added this to the proposal, I can copy it here, Ben do you need more info?T
 he content that it will be replaced with has this desired functionality and process: 


Join the Social Support Program. As a Social Helper you will energize other Mozilla product users in their own Facebook and Twitter networks by advocating for a better browser experience and open web experience for the world. 

As you advocate for the Firefox user you provide a positive and personal support experience for users reaching out directly to the Mozilla Brand.

Steps to get started
“Sign up for the support forum” 
“Read the Social Guidelines”[https://support.mozilla.org/en-US/kb/social-support-guidelines] and find out more about the program

The first part includes the goal of the program and the second part shares the call to action and motivation behind the program. 

Functionality of this page: User must sign up with active SUMO account, email, mozilian’s profile, twitter account. (This form does not verify the sumo account, so it is included in the guidelines link)

Functionalities that I would like to keep and user stories: 
As a user I want to be able to see common responses for my TweetDeck Set up.
As a user I want to sign up as a community member in order to join the sub-community that exists in the Social Media Channels
As a user I want to be able to add my mozillians.org profile link to my profile. 
As a moderator, I want to be able to manage a new group of Social Helpers, so I know who is active in the program. (Right now I have a private spreadsheet)

Also this content can be viewed originally here: https://docs.google.com/document/d/1YXZS90VGU1b4WeXT1xtAvLejmvzXHSvNaR3ALrHmg9M/edit#
Flags: needinfo?(rmcguigan) → needinfo?(bsternthal)
As for the content to be finalized in kitsune: 

1. Update and rewrite the guidelines
https://support.mozilla.org/en-US/kb/social-support-guidelines/

2. How to set up tweetdeck for practicing and include a screencast on how to do very basic tasks in the tools we use. 
https://docs.google.com/document/d/13iGyBVSDOaeqP46oMU6hqedhn0oXFTHLUTW5RVr6tUQ/edit 

3. Content on How to Support on Social Media with resources for the product
Tips are in the guidelines (see 1)

4. Have information on where live chat and discussions happen(email, telegram and support forum?)
Documented https://support.mozilla.org/en-US/kb/social-support-program-all-you-need-know-about-rep 

5. Where do common responses live and how to use them:
These are in the guidelines and link to the updated version: https://support.mozilla.org/en-US/kb/social-support-guidelines#w_where-do-i-start-with-common-answers

6. How to Moderate and Mentor new users
In progress. https://docs.google.com/document/d/1ObhDgXS5CceK0Fxi_irZ7EJUZLq1j3RHsuBco3LPrNY/edit

Comment 7

9 months ago
Clearing need info, we are working through the spec for this outside bugzilla.
Flags: needinfo?(bsternthal)
This was organized and discussed today, the follow up on communicating link changes vs page changes is re-organized here: https://docs.google.com/document/d/1sALzVQVOKONlSAb3XLJnki5kr6Tg4LzoksE2UnsA7wM/edit#
Flags: needinfo?(rmcguigan)
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