Purpose

The purpose of this goal is to set up a strategy that will enable us to expand our efforts on Facebook and provide the ability to support our users using this channel

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.

Outcome

Create a plan to improve visibility of SUMO on Facebook by replying to incoming comments on Mozilla FF Facebook page

Project plan

Goals

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

Actions we can take

• [ON TRACK] Create an AoA team of trusted contributors and give them admin rights
• [ON TRACK] Coordinate Facebook post times so someone is available to reply to comments (dedicated support hours/days)
• [ON TRACK] Update Army of Awesome signpost messages for responding to Facebook comments https://wiki.mozilla.org/Army_of_Awesome/Signposts#Support
• [ON TRACK] Create Facebook support guidelines

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)

What we have done

• approx 50 FB comments and wall posts were replied
• each reply triggers approx 2 "likes"

Challenges

• contributors unlikely to post unless they are made Mozilla FF admins
• a signed agreement is needed for those who post as Mozilla FF, and actions carefully monitored
• same with Twitter 1 in 17 comments is actually actionable
• manual tracking is very time consuming

Next Steps

• Action according to Marketing Calendar
• Have a Facebook support blog series
• #armyofawesome on IRC- Get updates about the Army of Awesome program and discuss ideas for improving it