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 DisqusIssue 244/2021
Buy this issue as a PDF
News
-
Another New Linux Laptop has Arrived
Slimbook has released a monster of a Linux gaming laptop.
-
Mozilla VPN Now Available for Linux
The promised subscription-based VPN service from Mozilla is now available for the Linux platform.
-
Wayland and New App Menu Coming to KDE
The 2021 roadmap for the KDE desktop environment includes some exciting features and improvements.
-
Deepin 20.1 has Arrived
Debian-based Deepin 20.1 has been released with some interesting new features.
-
CloudLinux Commits Over 1 Million Dollars to CentOS Replacement
An open source, drop-in replacement for CentOS is on its way.
-
Linux Mint 20.1 Beta has Been Released
The first beta of Linux Mint, Ulyssa, is now available for downloading.
-
Manjaro Linux 20.2 has Been Unleashed
The latest iteration of Manjaro Linux has been released with a few interesting new features.
-
Patreon Project Looks to Bring Linux to Apple Silicon
Developer Hector Martin has created a patreon page to fund his work on developing a port of Linux for Apple Silicon Macs.
-
A New Chrome OS-Like Ubuntu Remix is Now Available
Ubuntu Web looks to be your Chrome OS alternative.
-
System76 Refreshes the Galago Pro Laptop
Linux hardware maker has revamped one of their most popular laptops.
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.