Spread the word about Firefox 4!

Firefox 4 is here! Now you can help get the word out by tweeting and posting on Facebook. Here are some quick and fun ways for you to participate.

Join the Twitter Party

This Twitter Party is pure fun and celebration. No cover charge, either.

Tweet about Firefox 4 with the #fx4 hashtag and your Twitter avatar will join thousands of others from around the world as part of our logo mosaic. Also, check out how the technology behind Twitter Party works by reading a behind the scenes post by Quodis, who created the site.

Post a Facebook Badge

Facebook badges are flair for your Wall. Post one or all four.

Add one of these awesome Firefox badges to your wall for your friends to see and they’ll be encouraged to download Firefox 4. Post one (or all 4) and add a fun message too.

Get your all new Website buttons

Your site looks even more awesome with a Firefox button

Dress up your blogs and websites with our snazzy new Firefox 4 buttons.

Watch downloads live on Glow

The downloads are so bright, I gotta wear shades

Track download stats in real-time and zoom in to view stats for each country, state, or even city. Awesome use of canvas.

Take a moment to share Firefox 4 on your social networks and celebrate the release.

Recap of reddit IAmA for Firefox 4 RC

Last Thursday to celebrate releasing Firefox 4 RC, we had people from across the Mozilla project participate in a reddit IAmA to talk about Firefox 4. The discussion was a huge success with over 3,100 comments from around 2,000 people. There’s definitely a strong response that people are interested and excited about Firefox 4. And you could tell that the reddit community was delighted and impressed with the honest, personal (and sometimes cheeky) responses they got from Mozillians.

Some of the Mozillians who answered questions on reddit

We had hundreds of great questions and comments. Here a few that caught my eye:

o hai reddit! (introducing the Mozillians)

My grandma wants to know if she’ll “still be able to get the Google” on the new browser. Please advise.

Why is your browser the best browser to ever roam the dark lands of the internet?

And some praise of Firefox 4 as well:

Hi guys! Just wanted to say – love your browser. Thanks very much for being awesome.

You’re on top again in my opinion. Now that you’ve made it a much more minimalistic design (my biggest complaint) you’ve won me back to FF full-time.

I just love your browser. Hats off to Firefox team for all their efforts on Firefox 4.

Big thanks to all the Mozillians who helped response to questions and comments from the reddit community. I heard many of you enjoyed talking with the reddit community, and I know they loved the IAmA as well.

What was your favorite comment? What do you suggest for our next IAmA?

Hai reddit! Ask us about Firefox

Today we’re doing an IAmA on reddit with people from across the Mozilla project. After releasing Firefox 4 RC yesterday, we’re ready to answer your questions.

For those not familiar with reddit, it’s a passionate + awesome community of people who love the Web. This is the first time we’re doing a sponsored event with reddit, and you’ll see the discussion promoted on the reddit homepage throughout the day. As Mike Beltzner says:

We’re long time reddit fans, and always wondered y we no reddit – so let’s fix that, today. A bunch of us will be checking back here between 10am and 2pm PT (at least) to answer your questions from all over the project.

Bring your questions and join the discussion.

Army of Awesome is now localized

I’m excited to announce that the Army of Awesome page now supports more locales. When we launched the program last October, it only showed English tweets but we knew we wanted to support other languages as well. The page and signpost messages have now been localized in Brazilian Portuguese, French, German, Polish, Russian, and Spanish. And we’re excited about adding more locales soon.

Army of Awesome in German

Army of Awesome in German

Twitter supports 12 other languages so those are the best candidates to localize. These languages are Arabic, Danish, Dutch, Farsi / Persian, Finnish, Hungarian, Icelandic, Italian, Japanese, Norwegian, Swedish, and Thai. If you’re interested in localizing the Army of Awesome for your language, contact Kadir Topal to find out how.

Next up for Army of Awesome, we’ll be adding a Filter button for quickly drilling down to the tweets you want to see and the ability to remove tweets from the list that don’t need a response. Both of these should make it much easier and faster for you to find the tweets you want to respond to.

Big thanks to Kadir Topal, Paul Craciunoiu, and our awesome localizers for adding localization support. If you have any suggestions for the Army of Awesome, leave a comment or add your ideas to the wiki page.

Hello world, meet the Army of Awesome

This week the Army of Awesome will add localization support and get some new styling. Looks awesome, right?

Once again the Army of Awesome page is getting some new functionality and a bit of styling polish as well. On Thursday it will gain localization support, making it easy for Twitter users around the world to reply and help fellow Firefox users.

Since Army of Awesome launched in October, it has only shown tweets from users who have their language set as English. Now that the page supports localization, you’ll be able to view the page in your native language and respond to similar users. Localized versions will start appearing as they are completed by our community localizers in the next few weeks.

In addition to localizing the static page content, localizers will also be able to translate or add their own signpost messages for their locales. This will allow communities to provide the most relevant content to their users and give them the flexibility to update their messages on the fly.

Finally, the page will get some cosmetic improvements that match the new SUMO look and take it from a 9 to a 10 in design.

What’s next for the Army of Awesome site? In February we’ll add the ability for users to flag tweets as not needing a response and remove them from the list. We’ll also add a list filter that changes the list to show recent, unanswered, answered, and all (including flagged) tweets. Both of these changes will make it easier for our Army of Awesome to quickly find the tweets they want to respond to.

Want to try it out? Head over to the Army of Awesome page and give it a whirl. Have an idea for a new feature or signpost message? Add it to the wiki page or leave a comment.

Awesome new ways to help and delight Firefox users

We’ve been exploring new ways to engage with our users, and the Army of Awesome is the program I’m most excited about right now. The Firefox Support team (SUMO) has been working hard to improve how we help Firefox users, and the Army of Awesome has become a powerful new channel for making a positive impact on our users. Launched just under a month ago, we’ve already seen 350+ Firefox users reply to over 2200 tweets.

The amazing thing about these replies is that they’re unexpected. Often times these users are delighted to receive a response from a fellow Firefox user. Our users are happy to know that the Mozilla community is listening to them.

We’ve built off the success of the community powered @FirefoxHelp by enabling contributors to tweet from their own accounts. Not only are users helping each other (that’s the nature of SUMO), but our army of contributors are proactively responding to users who haven’t approached us first. Compare that to users who go to mozilla.org to learn more about Mozilla or go to SUMO for help. We’re now engaging with our users in a totally different way.

Although the Army of Awesome isn’t focused on support issues, that is where I see it making the biggest difference at first. A frustrated user that receives a reply resolving their dilemma is thrilled. It might make their day and the user might share the experience with friends.

And situations like this happen everyday offline as well. While waiting at a bus stop last week, I overheard a couple trying to figure out which bus line to take in order to meet up with friends. I chimed in to let them know which bus would take them to their destination, and they were delighted to have someone answer their question. Conversations on Twitter are happening the same way through the Army of Awesome.

While our contributors have been actively tweeting, we’ve also been working on improving the Army of Awesome landing page to make it more useful. Today we’ve updated the page with these enhancements:

New enhancements to the Army of Awesome page:

  • Infinite scrolling (want to view more than the 20 most recent tweets? Now you can see hundreds)
  • SUMO search box in the sidebar (quickly look up a SUMO article to link to in a reply)
  • Timestamps link to twitter.com status permalink
  • Usernames and avatars link to user’s profile on twitter.com

As we continue improving the Army of Awesome, we’re looking at ways of making the experience for our contributors more engaging and interactive. We’re thinking about recognizing users who are first to respond to tweets and also our top tweeters. We also want to show our community how many tweets we’re responding to. These ideas and others are being tracked in our website roadmap.

How do you think the Army of Awesome page can be more engaging for our contributors? Add your ideas in the comments.

Why we created the Army of Awesome

Most companies and organizations dread customer support. It’s difficult and resource intensive. However, some companies are using new methods to reach their customers and users. Zappos Service and Xbox’s Elite Tweet Fleet are doing a fantastic job at helping their customers on Twitter. They provide responsive support to their customers by staffing teams of support reps.  They’re able to help hundreds of customers each day by providing dedicated support teams.

While this approach works well for them, it doesn’t translate to Firefox Support, but we can still learn from it. Just like Mozilla’s products, our support channel (SUMO) is open source and community powered. It’s made possible by an active community of contributors who write and translate support articles, help users in the forums, and assist in live chats. As a result, SUMO does an excellent job at helping users who visit its site.

But what happens for users who don’t know about SUMO? They might not get help when they have an issue or question. But they might mention it to a friend, post about it, or even tweet it. And that’s where we have a huge opportunity to engage our users – by reaching out to them outside of our websites. Since there are thousands of tweets about Firefox on Twitter each day, that seems like the best place to start.

How can we respond to thousands of tweets daily? Instead of staffing a support team like other companies, we’re turning that model on its head by empowering our users to help each other. We’ve joined up with the SUMO team to create a new community care program that brings support to our users on Twitter.

Say hello to the Army of Awesome

Anyone with a Twitter account can join the Army of Awesome and reply to a tweet about Firefox. Many times it’s as simple as showing someone where to find the info they need. Just as we routinely rely on signposts to navigate streets, we’ve created some standard signpost messages so you can direct users to commonly searched pages.

Signpost messages make it quick and easy to reply

You don’t have to be a Firefox expert to join the Army of Awesome – though of course experts are welcome! Simply choose a tweet, sign in with your Twitter account, and select the signpost message that will point the user in the right direction. Or, even better, create a personal response in your own words.

You can also personalize your reply

Go to the Army of Awesome page to try it out. Sending replies to users’ tweets takes only a few moments and goes a long way toward helping others have a better Web experience. If you’re looking for other ways to chip in, check out our new participation page full of quick and easy ways to spread Firefox!

Happy tweeting! And remember…good things come to those who tweet!

Big thanks to everyone who helped get this program off the ground – Kadir Topal, David Tenser, Michael Verdi, Alex Buchanan, Fred Wenzel, James Socol, Paul Craciunoiu, Stephen Donner, Krupa Raj, Lee Tom, Craig Cook, Mike Morgan, Mike Alexis, Anurag Phadke, Daniel Einspanjer, and Mary Colvig.

What’s next for the Army of Awesome?

We’ll be building this program out over the next few weeks, and we’re starting to scope out the next version. Leave a comment with any feedback or ideas for making the page better. If you think of a new signpost message that should be added to the list, please add your suggestion on this wiki page.