Background

We have an active user community on Facebook that subscribes to daily posts from the Mozilla Firefox page. Each post receives hundreds of comments, and many of these users can be pointed to Support for help or other Mozilla initiatives. Building off the success of the Army of Awesome for Twitter, we can build a similar program for helping our Facebook users.

Goals

• Provide support to Firefox users on Facebook by pointing them to SUMO
• Decrease the number of negative comments on Facebook

Measuring success

• Number of comments we reply to each week
• Percentage of negative or support related comments (measured by comparing random samples of 200 comments over time)

Baseline metrics

• To be added

Actions we can take

• Coordinate Facebook post times so someone is available to reply to comments
• Update Army of Awesome signpost messages for responding to Facebook comments
• Create simple add-on (Jetpack) for contributors to quickly paste sign post messages in the comment box (William to add mockup of this)

Team

• Kadir (SUMO)
• William (User engagement)

Communication

Get updates about the Army of Awesome program and discuss ideas for improving it

• Mailing list
• @MozAwesome on Twitter
• #armyofawesome on IRC