Merge branch 'evn-guideline-on-when-to-call' into 'master'

Guideline on when to call

See merge request !6504

source/handbook/communication/index.html.md

@@ -26,6 +26,8 @@ When commenting on posts please keep in mind: "Don't argue but represent."
 1. All written communication happens in English, even when sent one on one,
 because sometimes you need to forward an email or chat.
 1. Use **asynchronous communication** when possible (issues and email instead of chat), issues are preferred over email, email is preferred over chat, announcements happen on the team call agenda, and [people should be able to do their work without getting interrupted by chat](https://m.signalvnoise.com/is-group-chat-making-you-sweat-744659addf7d#.21t7089jk). To use email instead of chat it is OK to send _internal_ email that contain only a short message, similar as you would use it in chat. Save time by not including a salutation like 'Hi Emma,' and first write the subject the email which you copy paste into the body. You are not expected to be available all the time, it is perfectly fine to wait with responding to emails and chat mentions until your planned work hours.
+1. Sometimes synchronous communication is the better option, but do not default
+to it. See the [guidelines on video chats](#video-chats) for more detail.
 1. It is very OK to ask as many questions as you have, but ask them so many
 people can answer them and many people see the answer (so use issues or public
 chat channels instead of private messages or one-on-one emails) and make sure
@@ -35,7 +37,7 @@ etc.) please include a link to it.
 1. All company data should be **shareable** by default. Don't use a local text
 file but leave comments on an issue.
-**Email**
+#### Email
 1. When using email, send one email per subject as multiple items
 in one email will cause delays (have to respond to everything) or misses (forgot
@@ -49,7 +51,7 @@ information) or FYA (for your action). If you forward an external request with F
 1. Emails are asynchronous, for example, if your manager emails you on a weekend it is fine to reply during the workweek.
 1. If an email is or has become urgent feel free to ping people via chat referencing the subject of the email.
-**Chat**
+#### Chat
 1. If you use chat please use a public channel whenever possible, mention the
 person you want to reach if it is urgent. This ensures it is easy for other people
@@ -64,7 +66,7 @@ start it. Don't say "Yes" and start a call 5 seconds later since it is likely
 you'll both be creating a video call link at the same time.
 1. The usage of ChatBots for integrations can sometimes depend upon the name of the chat room, you should consult the room about such integrations before changing the name of commonly used / popular rooms in order to avoid inadvertently breaking integrations.
-**Google Docs**
+#### Google Docs
 1. Work on website edits via commits to a merge request. Never use a Google Doc for something non-confidential that is intended for the website.
 1. If you _do_ need a Google Doc, create one with your company G Suite (formerly Google
@@ -77,14 +79,16 @@ This also helps prevent spam from people outside GitLab requesting accessing to
 1. If you are having trouble finding a shared Google Doc, make sure you [Search <your domain>](https://support.google.com/a/answer/3187967?hl=en) in Google Drive.
 1. In our handbook, if you find yourself wondering whether it is better to provide a public link to a Google Doc vs. writing out the content on the website, use the following guideline: Is this document frequently adapted / customized? If yes, then provide a link, making sure that the document can be _commented on_ by _anyone_ with the link. For instance, this is how we share our employment [contracts](/handbook/contracts/). If the document is rarely customized, then provide the content directly on the site and deprecate the Google Doc.
-**Video Chats**
-1. Use video calls if you find yourself going back and forth in an issue/via email or over chat.
+#### Video Chats
+1. Use video calls if you find yourself going back and forth in an issue/via email
+or over chat. Rule of thumb: if you have gone back and forth 3 times, it's time
+for a video call.
 1. Having pets, children, significant others, friends, and family visible during
 video chats is encouraged. If they are human, ask them to wave at your remote
 team member to say "Hi".
-**Say Thanks**
+#### Say Thanks
 1. Thank people that did a great job in our "Thanks" chat channel. If someone is
 a team member just @ mention them. If multiple people were working on something
@@ -96,7 +100,7 @@ some swag. We'll ship it in gift wrap with "Thanks for your great work on _link_
 from @gitlab".
 1. Don't thank the CEO or other executives for something that the company paid for, thank GitLab instead.
-**Not sure where to go?**
+#### Not sure where to go?
 If there is something that you want to discuss, but you do not feel that it is
 a reasonable option to discuss with either your manager or CEO, then you can reach