This page includes guidelines for the Play Store Support Moderator. Before replying, it’s important to moderate the conversations to make sure that they are categorized appropriately. __TOC__ =Play Store Support - Moderation guidelines= ==What's the role of a Play Store Support Moderator?== Play Store Support Moderators are consisted of Mozilla Support staff and contributors whose responsibility is to keep the Play Store conversations categorized appropriately in their queues before we reply to them. This work is important to ensure consistent transfer of information along the entire user issue journey. ==What a Play Store Support Moderator should do?== As a Play Store Support moderator, our goal is to remove obstacles for regular contributors so they can focus on the most important thing, which is to provide help for Firefox users on the Android platform. Essentially, here are the job of a moderator: * Ensure that a conversation is actionable. * Ensure that each conversation is categorized properly. * Move convesations to the appropriate queue once they're categorized. * Approve other contributor's answer for quality assurance purpose. Learn more about Play Store access level [https://support.mozilla.org/en-US/kb/play-store-support-tool-overview#w_access-level here]. ==Unmoderated and moderated queue== As a moderator, you will be able to see all Google Play Store queues including the unmoderated ones. As a moderator, your job is to moderate the conversations from the unmoderated queues and move them to the moderated queue once they pass the moderation criteria. In the table below, you will see the breakdown of the unmoderated and moderated queues for each product: {| |'''Product''' |'''Unmoderated queue''' |'''Moderated queue''' |- |Firefox for Android |Firefox for Android - Priority Moderation |Firefox for Android - Low rating |- | |Firefox for Android - All |Firefox for Android - High rating |- |Firefox Focus |Firefox Focus - All |Firefox Focus - Priority |- |Firefox Klar |Firefox Klar - All |Firefox Klar - Priority |} ===Firefox for Android=== Firefox for Android have 2 unmoderated queues: * Firefox for Android - Priority Moderation: This queue contains Firefox for Android conversations with 1-2 star rating in English. This should be a priority queue to moderate for Firefox for Android. * Firefox for Android - All: Everything else from Firefox for Android. Once the conversation passed the moderation criterias, they should be moved to either one of the queues below: * Firefox for Android - Low rating: This is a queue for Firefox for Android conversations with 1-2 star rating in English that have been moderated. * Firefox for Android - High rating: This is a queue for Firefox for Android conversations with 3-5 star rating in English that have been moderated. ===Firefox Focus and Firefox Klar=== Firefox Focus and Klar have their own unmoderated queue: * Firefox Focus - All: This is a queue for all unmoderated conversations from Firefox Focus for Android. * Firefox Klar - All: This is a queue for all unmoderated conversations from Firefox Klar for Android. Once they passed the moderation, they should be moved to their own priority queue respectively: * Firefox Focus - Priority: This is a queue for all Firefox Focus conversations that have been moderated. * Firefox Klar - Priority: This is a queue for all Firefox Focus conversations that have been moderated. ==What to pay attention when moderating== When moderating, these are the things that we need to keep in mind: * Is the conversation actionable? If it’s not actionable, close it as “No need to reply”. If the language is not supported, close it as “Language not supported”. * Make sure each conversation has the appropriate tags. Please refer to the Tagging section below to learn more about tagging conversations in Conversocial. * Once you make sure that the conversation is actionable and has the appropriate tags, don’t forget to move it to the appropriate queue. ==Tagging== There are several types of tags that you need to keep in mind: Issue type: Issue type is a special tag that describes the type of issue. Whether it’s a bug report, a call for help, feedback, compliment, or just rant. Category tags: Category tags are tags that describe the area of the product that pertain to the problem. Product tags: This is more important for Twitter support. For Play Store Support, we don't need product tag. Locale tags: Conversocial language detection is done through keyword filtering. There’s a fair chance that a conversation might be tagged with a wrong locale tag. Make sure to correct that. Please see [[Conversocial - Tagging guidelines]] to learn more about Conversocial tagging. {note} = Complete Play Store Support guidelines = If you're interested in supporting Firefox users on Google Play Store, please follow along these guidelines that will help explain how we do things: *[[How to contribute to Play Store Support]] — How to get started on Play Store Support *[[Play Store Support - How to reply]] — When and how to write a reply to a Play Store review *[[Play Store Support - Tool overview]] — Learn more about contribution tool *[[Play Store Support - How to use the tool]] — Guideline on how to use the contribution tool *'''[[Play Store Support - Moderation guidelines]] — Learn more about moderating for Play Store support (moderator only) (You're here!)''' * To see more guidelines on Play Store Support contribution, click [https://support.mozilla.org/en-US/products/contributor/play-store-support here] {/note}

This page includes guidelines for the Play Store Support Moderator. Before replying, it’s important to moderate the conversations to make sure that they are categorized appropriately.

Play Store Support - Moderation guidelines

What's the role of a Play Store Support Moderator?

Play Store Support Moderators are consisted of Mozilla Support staff and contributors whose responsibility is to keep the Play Store conversations categorized appropriately in their queues before we reply to them. This work is important to ensure consistent transfer of information along the entire user issue journey.

What a Play Store Support Moderator should do?

As a Play Store Support moderator, our goal is to remove obstacles for regular contributors so they can focus on the most important thing, which is to provide help for Firefox users on the Android platform. Essentially, here are the job of a moderator:

• Ensure that a conversation is actionable.
• Ensure that each conversation is categorized properly.
• Move convesations to the appropriate queue once they're categorized.
• Approve other contributor's answer for quality assurance purpose. Learn more about Play Store access level here.

Unmoderated and moderated queue

As a moderator, you will be able to see all Google Play Store queues including the unmoderated ones. As a moderator, your job is to moderate the conversations from the unmoderated queues and move them to the moderated queue once they pass the moderation criteria.

In the table below, you will see the breakdown of the unmoderated and moderated queues for each product:

Product	Unmoderated queue	Moderated queue
Firefox for Android	Firefox for Android - Priority Moderation	Firefox for Android - Low rating
	Firefox for Android - All	Firefox for Android - High rating
Firefox Focus	Firefox Focus - All	Firefox Focus - Priority
Firefox Klar	Firefox Klar - All	Firefox Klar - Priority

Firefox for Android

Firefox for Android have 2 unmoderated queues:

• Firefox for Android - Priority Moderation: This queue contains Firefox for Android conversations with 1-2 star rating in English. This should be a priority queue to moderate for Firefox for Android.
• Firefox for Android - All: Everything else from Firefox for Android.

Once the conversation passed the moderation criterias, they should be moved to either one of the queues below:

• Firefox for Android - Low rating: This is a queue for Firefox for Android conversations with 1-2 star rating in English that have been moderated.
• Firefox for Android - High rating: This is a queue for Firefox for Android conversations with 3-5 star rating in English that have been moderated.

Firefox Focus and Firefox Klar

Firefox Focus and Klar have their own unmoderated queue:

• Firefox Focus - All: This is a queue for all unmoderated conversations from Firefox Focus for Android.
• Firefox Klar - All: This is a queue for all unmoderated conversations from Firefox Klar for Android.

Once they passed the moderation, they should be moved to their own priority queue respectively:

• Firefox Focus - Priority: This is a queue for all Firefox Focus conversations that have been moderated.
• Firefox Klar - Priority: This is a queue for all Firefox Focus conversations that have been moderated.

What to pay attention when moderating

When moderating, these are the things that we need to keep in mind:

• Is the conversation actionable? If it’s not actionable, close it as “No need to reply”. If the language is not supported, close it as “Language not supported”.
• Make sure each conversation has the appropriate tags. Please refer to the Tagging section below to learn more about tagging conversations in Conversocial.
• Once you make sure that the conversation is actionable and has the appropriate tags, don’t forget to move it to the appropriate queue.

Tagging

There are several types of tags that you need to keep in mind:

Issue type: Issue type is a special tag that describes the type of issue. Whether it’s a bug report, a call for help, feedback, compliment, or just rant. Category tags: Category tags are tags that describe the area of the product that pertain to the problem. Product tags: This is more important for Twitter support. For Play Store Support, we don't need product tag. Locale tags: Conversocial language detection is done through keyword filtering. There’s a fair chance that a conversation might be tagged with a wrong locale tag. Make sure to correct that.

Please see Social Support - Tagging guidelines to learn more about Conversocial tagging.