Mozilla Crowd Sources Customer Service Via Twitter
Enlist in the Army of Awesome.
The Mozilla Project has launched the Army of Awesome customer service campaign. The initiative uses a basic Twitter search for the word "Firefox" to aggregate tweets into a list. Members of the Army of Awesome then pick a tweet that relates to a specific problem within Firefox and replies with advice or suggestions.
The Army of Awesome initiative is a good idea in theory, but because Mozilla can't refine their Twitter search to include only the tweets from people who actually need assistance. In the Army of Awesome's current state, the twitter feed contains mostly superfluous or observational tweets that aren't related to a service problem and in some cases are critical of Mozilla and the Firefox browser.
Here's a few choice ones:
@scott_wi: Finding myself using Internet Explorer 9 more than Firefox... hmmm...
@shireman: geeze Firefox, I'm not updating until IE Tab gets fixed. Get over it.
@Taemeny: waited all day long for my download to finish but firefox crashed. f--k you to. it was like 89% btw
@TeamHWilliams: Internet Explorer sucks, Firefox is better. But Google Chrome pwns them all!
@mjgraves: #Firefox, I like you...but you are a pig. A big, fat, bloated, pig! You can do better. YOu must do better, or we shall be parted #fb
@joerogel: Firing Firefox up these days is like waking a 3,000-year-old monster back up from the dead
The initiative is in its infancy and users are tweeting their technical difficulties. A possible solution to help weed out unrelated tweets might be assigning a specific hash tag to the project, so that people in need of help could tag pertinent tweets, putting them on the radar of an Army of Awesome member. In the meantime, it's a sharp idea that needs a little more work.
Comments
comments powered by DisqusSubscribe to our Linux Newsletters
Find Linux and Open Source Jobs
Subscribe to our ADMIN Newsletters
Support Our Work
Linux Magazine content is made possible with support from readers like you. Please consider contributing when you’ve found an article to be beneficial.
News
-
Canonical Bumps LTS Support to 12 years
If you're worried that your Ubuntu LTS release won't be supported long enough to last, Canonical has a surprise for you in the form of 12 years of security coverage.
-
Fedora 40 Beta Released Soon
With the official release of Fedora 40 coming in April, it's almost time to download the beta and see what's new.
-
New Pentesting Distribution to Compete with Kali Linux
SnoopGod is now available for your testing needs
-
Juno Computers Launches Another Linux Laptop
If you're looking for a powerhouse laptop that runs Ubuntu, the Juno Computers Neptune 17 v6 should be on your radar.
-
ZorinOS 17.1 Released, Includes Improved Windows App Support
If you need or desire to run Windows applications on Linux, there's one distribution intent on making that easier for you and its new release further improves that feature.
-
Linux Market Share Surpasses 4% for the First Time
Look out Windows and macOS, Linux is on the rise and has even topped ChromeOS to become the fourth most widely used OS around the globe.
-
KDE’s Plasma 6 Officially Available
KDE’s Plasma 6.0 "Megarelease" has happened, and it's brimming with new features, polish, and performance.
-
Latest Version of Tails Unleashed
Tails 6.0 is based on Debian 12 and includes GNOME 43.
-
KDE Announces New Slimbook V with Plenty of Power and KDE’s Plasma 6
If you're a fan of KDE Plasma, you'll be thrilled to hear they've announced a new Slimbook with an AMD CPU and the latest version of KDE Plasma desktop.
-
Monthly Sponsorship Includes Early Access to elementary OS 8
If you want to get a glimpse of what's in the pipeline for elementary OS 8, just set up a monthly sponsorship to help fund its continued existence.
Good old Content Analysis, dressed up
http://arstechnica.com/appl...edium=rss&utm_campaign=rss
Essentially, collect some adjectives for mood (e.g. adjectives for anger) and Porter-stem them, then look for all posts that are angry about Firefox. This would nip customer-dissatisfaction in the bud, without being overwhelmed by the mass of low-level requests for simple help.