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
-
Gnome 47.1 Released with a Few Fixes
The latest release of the Gnome desktop is all about fixing a few nagging issues and not about bringing new features into the mix.
-
System76 Unveils an Ampere-Powered Thelio Desktop
If you're looking for a new desktop system for developing autonomous driving and software-defined vehicle solutions. System76 has you covered.
-
VirtualBox 7.1.4 Includes Initial Support for Linux kernel 6.12
The latest version of VirtualBox has arrived and it not only adds initial support for kernel 6.12 but another feature that will make using the virtual machine tool much easier.
-
New Slimbook EVO with Raw AMD Ryzen Power
If you're looking for serious power in a 14" ultrabook that is powered by Linux, Slimbook has just the thing for you.
-
The Gnome Foundation Struggling to Stay Afloat
The foundation behind the Gnome desktop environment is having to go through some serious belt-tightening due to continued financial problems.
-
Thousands of Linux Servers Infected with Stealth Malware Since 2021
Perfctl is capable of remaining undetected, which makes it dangerous and hard to mitigate.
-
Halcyon Creates Anti-Ransomware Protection for Linux
As more Linux systems are targeted by ransomware, Halcyon is stepping up its protection.
-
Valve and Arch Linux Announce Collaboration
Valve and Arch have come together for two projects that will have a serious impact on the Linux distribution.
-
Hacker Successfully Runs Linux on a CPU from the Early ‘70s
From the office of "Look what I can do," Dmitry Grinberg was able to get Linux running on a processor that was created in 1971.
-
OSI and LPI Form Strategic Alliance
With a goal of strengthening Linux and open source communities, this new alliance aims to nurture the growth of more highly skilled professionals.
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.