Mozilla recruits 'army' for Firefox triage

The Army of Awesome is tapping into Firefox experts via Twitter to help browser users with technical questions and problems.

Lance Whitney Contributing Writer
Lance Whitney is a freelance technology writer and trainer and a former IT professional. He's written for Time, CNET, PCMag, and several other publications. He's the author of two tech books--one on Windows and another on LinkedIn.
Lance Whitney

Mozilla is looking for a few good people to join its army.

The new Army of Awesome program unveiled yesterday is designed to bring together Firefox experts and browser users in search of technical help.


Anyone with a Twitter account can join Mozilla's Army of Awesome. Volunteers just browse through a list of recent tweets from users that stream on the Army's Web page. If a volunteer spots a tweet that he or she would like to respond to, the volunteer just clicks on it. Firefox will open a window in Twitter in which the volunteer can choose one of several generic responses created by Mozilla or can tweet a personal piece of advice instead. The reply is then sent to the person who tweeted the query.

Some of the tweets are from people just blowing off steam or making comments about Firefox that don't really need a response. But other tweets do point to specific questions and problems that can be answered by Firefox users in the know.

The Army of Awesome is part of Mozilla's SUMO project, short for support.mozilla.com. In an effort to help Firefox users with technical issues, Mozilla offers its own online Firefox Knowledge Base along with a support forum where people can ask and answer questions about the browser. The different support options are available for the PC version of Mozilla, for the mobile edition, and for Thunderbird, Mozilla's e-mail software.