Congratulations and thank you for becoming a Moderator! To make it a fun and rewarding experience for you and other community members, please read these time-tested guidelines for moderating that we have collected.
(For general guidelines on how to use the Mozilla Support Forums please check our Forum Rules and Guidelines.)
We have two types of Moderator roles in our community:
The role of a Site Moderator is to make sure that all forums across the whole site are used in accordance with our Community Guidelines.
Support Forum Moderators
The role of a Forum Moderator is to make sure that a Support Forum is used in accordance with our Forum Rules and Guidelines.
Both roles are very important and all active Moderators ensure that the community members, be they contributors or users looking for help, communicate and interact with each other through the site in a civilised and cultured manner.
The following content is considered inappropriate:
Posts with inappropriate content should be moved to the Abuse Reports board in the Moderator Forum. Post a new comment to explain that inappropriate content has been removed as per Forum Rules and Guidelines. When you post that new comment, the original poster will receive a notification email.
If a thread has landed in the wrong product or language forum, Moderators should move it to the appropriate forum (i.e. a Portuguese question in the English forum or a Firefox OS question in the Firefox Desktop forum). Moderators can move threads by following these steps:
Moving topics, messages and replies is possible, so you do not need to lock and create a new thread. Now, you can move all three to start a new thread, locking the previous one is optional.
This feature brings the topic to the top of the board. There are two options:
Moderators can mark threads as solved when the original poster (OP) clearly indicates his problem is solved (through phrases such as "thank you, problem fixed now" or "ok, it looks like it worked", etc.).
You can lock threads or remove them completely according to the following guidelines:
Moderators who lock a thread should always post a new comment to explain that the thread has been closed to further replies, and include the reason why this happened (refer to Forum Rules and Guidelines).
Moderators should use the “Mark as spam” button for support questions or replies in the Support Forum, rather than deleting those posts. Posts marked as spam will no longer be viewable except by Moderators, do not appear in Mozilla Support search results, and are not indexed by search engines. This effectively removes spam posts from the Support Forum.
Please report anything that is not currently covered in these guidelines in the Moderator Forum. This also applies to situations when you are in doubt whether a certain action should be taken.
Users or fellow contributors that are misbehaving/making bad suggestions should also be reported in the Moderator Forum, depending on how delicate/severe the situation is.
If at any point you feel that anything should be reported to someone from Mozilla only (and
not shared with other Moderators), please contact any of the Admins as soon as you can.
For Support Forum Moderators
Sometimes a question may need more attention and may take more time to answer. Escalations are put in place in order to help resolve these more difficult questions. Currently, there are two types of escalations in the forum.
Escalated by a Moderator, contributor, or a user when:
If you don’t know whether you should escalate, please contact an Admin or another Support Forum Moderator
Automatic escalations happen when the system detects the use of a specific phrase within a message. Such message is automatically moved into the escalation pipeline for Moderators to work on.
Escalating a Support Question
“Your issue seems a bit more complicated and requires more investigation. We are currently looking into it and we will get back to you with more details as soon as it is possible. Please understand that we cannot offer you a guaranteed time of resolution for your issue at this moment. Thank you for your understanding.”
This is an example message contributors can use to reply to the thread before escalating it further, so the user asking the question is aware that we are looking into it.