WE had much fun today as we concluded our “Firefox Support Sprint“. I happened to take part actively in the event and I can say it was a blast.
So what is cool about joining this?
As a volunteer, I was assigned to respond to as many reviews as possible. Though you are authorized to write a response, you have to comply with some guidance, which is as follows:
- Share the love, be kind. It’s not your job to defend yourself, others, or even Mozilla. Users may just be venting because their problems are frustrating. The best thing to do is to help the user get his or her answer. If you feel that a post has crossed the line, skip it.
- If you get stuck on a difficult support question, you can use the Support Forum Contributors Advanced Troubleshooting forum to discuss difficult questions or to see if other contributors are able to help. The #sumo IRC channel (accessible here via Mibbit or via Kiwi) is another place to ask for help and you can ping @guigs for staff support. On Telegram you can also join Support Mozilla (SUMO) and reach out to @rtanglao if you’re really stuck.
First thing first, you have to identify some common issues types such as speed, crashes, hatred, problems with latest updates, compatibility, keyboard, video capability, app file size, etc.
Once the type is identified, you may supply an appropriate response to it. But if you find it ambiguous or you feel reluctant to respond to such a review (not all review is nice to read for your information), just skip it for another to handle. That is pretty much how you can respond to a Mozilla Firefox review on Google Play.
That also means you need to develop extraordinary level of patience and vast range of vocabulary so that you will find it easy to select right words to address an issue without harassing or insulting others. Here chances are you will discover impolite reviews which you think are as derogatory and insulting as you have ever heard in your life time. But still, you have to maintain decorum while responding to it. Never lose temper because you have to focus on addressing issues.
The next step to take after responding to many reviews is taking a role of moderator. Here you are dealing with a collection of responses (that you and other fellow have previously posted). To be qualified and publishable, a response has to be positive, to address issues, and personalized.
This might look simple but at the end of the day, it proves to be useful for users of Mozilla Firefox. (*/)