diff --git a/source/handbook/marketing/developer-relations/developer-advocacy/social-media/index.md b/source/handbook/marketing/developer-relations/developer-advocacy/social-media/index.md
index 7733ba12cfdb91bb289639b40f38b4548a64c8b7..6d7780c6fd815ecceb923e4198fa0205c7919aa7 100644
--- a/source/handbook/marketing/developer-relations/developer-advocacy/social-media/index.md
+++ b/source/handbook/marketing/developer-relations/developer-advocacy/social-media/index.md
@@ -86,6 +86,12 @@ About using the tools
 
 -   Use Tweetdeck to find GitLab mentions without the # or @.
 
+Ignore tweets that are negative about competitors
+
+-   From time-to-time, we also receive tweets that mention competitors in a negative way
+or about negative events related to them. Don't acknowledge these tweets, since that would violate our 
+"Be friendly" policy. 
+
 Use English
 
 - [GitLab communicates in English](https://about.gitlab.com/handbook/#internal-communication) so please tweet in English.
diff --git a/source/handbook/support/index.md b/source/handbook/support/index.md
index 996c4df488aacad6d1302d32ac50f64108cd8a89..bbcda1c027c0d15eb5cec325ef9410ebafe2835c 100644
--- a/source/handbook/support/index.md
+++ b/source/handbook/support/index.md
@@ -310,7 +310,16 @@ from ZenDesk also enables us to track our response times vs. our internal [SLA](
 
 Our Developer Advocates also have access to tweets through ZenDesk, and often
 participate in responding to questions. The support team does not retweet or favorite
-any tweets; that is handled by the marketing team.
+any tweets; that is handled by the marketing team. Our support team _does_ reply
+to almost all tweets, following the [social media guidelines](https://about.gitlab.com/handbook/marketing/developer-relations/developer-advocacy/social-media/), regardless of whether
+the tweet is of a technical nature or not. The marketing team's decision to favorite
+and/or retweet is independent of the reply provided by the suppor team; so a tweet
+may be responded to from ZenDesk, and separately favorited from TweetDeck, as an
+example.
+
+From time-to-time, we also receive tweets that mention competitors or negative events 
+related to them. In principle, we don't acknowledge these tweets as also described in
+the [social media guidelines](https://about.gitlab.com/handbook/marketing/developer-relations/developer-advocacy/social-media/).
 
 The @GitLabStatus account should only be used to give updates on the availability
 of GitLab.com and to follow up on users reporting that GitLab.com is unavailable.