further explanation.

social-media.md

@@ -2,11 +2,12 @@
 https://about.gitlab.com/handbook/social-media/ 
-### Approach
--   Friendly, conversational with the rest of the community. 
--   Help promote contributors, users and ideas that our users will appreciate. 
--   Promote information about related topics such as open source, git, devops, etc.
+### Approach for @ GitLab account
+-   Chatty: Friendly, conversational with the rest of the community. 
+-   Promote: Help promote contributors, users and ideas that our users will appreciate. 
+-   Curate: Promote information about related topics such as open source, git, devops, etc.
+-   Responsive: Direct support requests to @GitLabSupport 
 ### Twitter accounts
@@ -24,12 +25,15 @@ https://about.gitlab.com/handbook/social-media/
 ### Scenarios
-- Someone mentions @gitlab with a link to a blog post they wrote. 
-    - Thank author! Clip out quote from blog post, share link and @mention the author.
-- Someone mentions @gitlab with a complaint about an outage
+- Someone mentions @ GitLab with a link to a blog post they wrote. 
+    - Reply to and Thank author! 
+    - Make original tweet (not RT) Clip out quote from blog post, share link and @mention the author. 
+- Someone mentions @ GitLab with a complaint about an outage
     - Handover to @GitLabStatus, who will respond
-- Someone mentions @gitlab with a feature request
+- Someone mentions @ GitLab with a feature request
     - Direct them to contribute an issue or vote on feature
-- Somone requests support @gitlab
-    - Then @gitlab mentions @gitlabsupport > that points to ZenDesk
+- Somone requests support @ GitLab
+    - Then @ GitLab mentions @GitLabSupport in a hanover
+    - @GitLabSupport is tracked in ZenDesk
+    - Service Engineer team coordinate the response via @GitLabSupport
     - @nearlythere to coordinate w patricio re: zendesk and gitlabsupport
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