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Unlike in the Knowledge Base system that offer dynamic selection when choosing topic for a KB article, Forum Moderators will see a full list of topics when moderating from the new moderation tool.
This article outlines our new taxonomy structure and provides product-specific taxonomy maps to help Forum Moderators apply appropriate topics across products. As a moderator, you'll gain better understanding into how our taxonomy system functions within our community forums.
Taxonomy structure
Our taxonomy structure consists of Tier 1 (represent the primary topic), Tier 2 (represent a sub-topic), and Tier 3 (represent a deeper and more narrow sub-topic).
- Tier 1 Topic: The top most level of the taxonomy. Tier 1 topics should be broad enough to cover multiple user needs, but not so broad that they become a catch-all for unrelated sub-topics.
- Tier 2 Sub-topic: The second level of the taxonomy. Tier 2 sub-topics break down Tier 1 topics with more specificity, focusing on specific concepts or themes. As a general rule, sub-topics should increase in specificity the deeper down the hierarchy they go.
- Tier 3 Sub-topic: The third level of the taxonomy. The creation and use of Tier 3 sub-topics provides the flexibility to use terms that are specific or exclusive to a product feature or functionality.
- Segmentation tags: a curated list of tags, or segmentation tags as we’ve been calling them, to categorize a piece of content (e.g. forum post, knowledge base article, or support ticket) that either doesn’t fit into a topic-centric taxonomy or would require too many tiers to properly capture in the hierarchical structure of the taxonomy. The dual-purpose coverage that tags provide means specific incidents or product features can be tracked across support channels and the data we collect from those support channels can be filtered by categories like operating system or device type.
Here's how it'll be represented in the taxonomy map:
- Tier 1 (Primary topic)
- Tier 2 (Sub-topic)
- Tier 3 (Sub-topic)
- Tier 2 (Sub-topic)
Taxonomy map per product
Firefox (desktop and mobile)
- Accessibility
- Reader view
- Text-to-speech
- Listen
- Accounts
- Account management
- Edit account details
- Location
- Profiles
- Account management
- Backup, recovery, and sync
- Backup data
- Recover data
- Sync and backup confusion
- Sync data
- Sync configuration
- Sync failure
- Browse
- Audio and video
- PiP
- Bookmarks
- History
- Cookies
- Home screen
- Dashboard
- New tab
- Images and documents
- Images
- PDFs
- Links
- Tabs
- Audio and video
- Download and save
- Downloads
- Download failure
- Save content
- Reading list
- Downloads
- Installation and updates
- Install
- ESR
- Install failure
- Update
- Update failure
- Install
- Passwords and sign in
- Primary Password
- Save passwords
- Password autofill
- Password manager
- Sign in
- Reset passwords
- Two-factor authentication
- Two-factor lockout
- Performance and connectivity
- Connectivity
- Slow connection
- Crashing and slow performance
- App crash
- App responsiveness
- Launch failure
- Loading speed
- Error Codes
- Web certificates
- Site breakages
- Blocked application/service/website
- Security software
- Web compatibility
- Connectivity
- Privacy and security
- Encryption
- Security
- Browser security
- Device permissions
- Tracking protection
- Cookies
- Search, tag, and share
- Search
- Search suggestions
- Share content
- Search
- Settings
- Add-ons, extensions, and themes
- Extensions
- Themes
- Autofill
- Customization
- Browser appearance
- Import and export settings
- Add device
- Languages
- Notifications
- Push notifications
- Add-ons, extensions, and themes
- Undefined*
* This topic is used for content that would otherwise be considered spam or non-actionable.
Firefox for Enterprise
- Accounts
- Profiles
- Browse
- Installation and updates
- Install
- Update
- Performance and connectivity
- Crashing and slow performance
- Privacy and security
- Encryption
- Security
- Tracking protection
- Settings
- Add-ons, extensions, and themes
- Extensions
- Themes
- Autofill
- Customization
- Import and export settings
- Languages
- Add-ons, extensions, and themes
- Undefined*
* This topic is used for content that would otherwise be considered spam or non-actionable.
Firefox Focus
- Browse
- Home screen
- Links
- Tabs
- Installation and updates
- Install
- Update
- Performance and connectivity
- Crashing and slow performance
- Site breakages
- Privacy and security
- Encryption
- Security
- Tracking protection
- Search, tag, and share
- Search
- Settings
- Add-ons, extensions, and themes
- Extensions
- Themes
- Autofill
- Customization
- Import and export settings
- Add device
- Languages
- Add-ons, extensions, and themes
- Undefined*
* This topic is used for content that would otherwise be considered spam or non-actionable.
Thunderbird
- Accessibility
- Accounts
- Account management
- Profiles
- Email and messaging
- Attachments
- Calendar
- Events
- Contacts
- Import and export email
- Instant messaging
- Junk mail and spam
- Send and receive email
- Installation and updates
- Install
- Update
- Passwords and sign in
- Save passwords
- Reset passwords
- Performance and connectivity
- Connectivity
- Crashing and slow performance
- App crash
- Privacy and security
- Encryption
- Security
- Search, tag, and share
- Search
- Tags
- Settings
- Add-ons, extensions, and themes
- Extensions
- Themes
- Autofill
- Customization
- Import and export settings
- Languages
- Add-ons, extensions, and themes
- Undefined*
* This topic is used for content that would otherwise be considered spam or non-actionable.
Thunderbird for Android
- Accessibility
- Accounts
- Account management
- Profiles
- Email and messaging
- Attachments
- Calendar
- Events
- Contacts
- Import and export email
- Instant messaging
- Junk mail and spam
- Send and receive email
- Installation and updates
- Install
- Update
- Passwords and sign in
- Save passwords
- Reset passwords
- Performance and connectivity
- Connectivity
- Crashing and slow performance
- App crash
- Privacy and security
- Encryption
- Security
- Search, tag, and share
- Search
- Tags
- Settings
- Autofill
- Customization
- Import and export settings
- Languages
- Undefined*
* This topic is used for content that would otherwise be considered spam or non-actionable.
Segmentation tags
Operating System
- googleplay
- ios
- linux
- linux-debian
- linux-fedora
- mac
- win10
- win11
Products
- firefox_accounts
- firefox-private-network-vpn
- hubs
- mdn-plus
- monitor
- mozilla-account
- relay
FAQ on applying the new taxonomy
How granular should I be in applying topics or tags?
When categorizing a piece of content (i.e. - a KB article, forum post, or support request) with a taxonomy topic, it is best to be as specific as possible. Start at Tier 3 and identify if there is an applicable topic. If none are available, move up to Tier 2, and then Tier 1.
With the exception of a few groups of tags (e.g. ones used to identify a type of ticket like spam, feature request, or performance bug), most tags are designed to be granular and applicable to specific features or content. If you are unsure of whether a particular tag should be applied to a piece of content, you can ask in the moderator forum. Questions about the application of tags help us further clarify any confusion, anticipate the need for new tags, and determine if a tag should be deprecated.
When a piece of content fits multiple topics, which taxonomy topic should I apply?
At the moment, there isn’t a way to apply multiple taxonomy topics to a piece of content, with the exception of a KB article. If there are multiple questions submitted together in a forum post or support ticket, do your best to apply the taxonomy topic that is most relevant to the user’s submitted question.
What should I do if none of the topics or tags seem applicable or appropriate?
A product might not have an existing taxonomy topic available to it due to a lack of related content in the Knowledge Base, community forums, or support tickets. Before making a request for a new topic to be created (more info on that below), be sure to check the All Topics taxonomy map to see if the topic you’re looking for, or something similar, already exists. If it does, you can request that topic be made available to the product.
In instances where none of the topics seem specific enough to appropriately match the content, apply the broadest topic with the most relevance. This will likely be a Tier 1 topic. If you’re unable to apply a more specific topic beyond Tier 1 and the lack of specificity is going to be an issue, raise a flag in the moderator forum.
Unlike topics, tags are not required, which means it’s okay if a piece of content doesn’t have a tag applied to it. However, the new list of moderated tags is highly curated, making it unlikely that there will be absolutely no applicable tags. For example, tags from categories such as device, OS, platform, and ticket type are almost always applicable to a piece of content.
Do I need to apply multiple tags or just one? What’s the threshold for multiple tags?
The more tags applied to a piece of content, the more data points associated with it. The more data points associated with a piece of content, the more ways it can be filtered and segmented when viewing collections of data. However, we understand the concern with potentially adding so much signal that it becomes noise. Unless you’re attempting to tag multiple questions within one piece of content, there should be minimal risk of “going overboard” with tags. If you’re confident about their relevance, feel free to apply multiple tags.
