From 2956fb91fd3861ec082c941e87c61671f4157dbf Mon Sep 17 00:00:00 2001 From: Ernst van Nierop Date: Thu, 31 Mar 2016 19:30:20 +0000 Subject: [PATCH 1/5] More on twitter process --- source/handbook/support/index.md | 4 +++- 1 file changed, 3 insertions(+), 1 deletion(-) diff --git a/source/handbook/support/index.md b/source/handbook/support/index.md index 996c4df488a..9cbef9583ae 100644 --- a/source/handbook/support/index.md +++ b/source/handbook/support/index.md @@ -310,7 +310,9 @@ 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. Any tweets that appear to only +"need" liking or re-tweeting will be closed in ZenDesk with a tag "RT/like" added +for the purpose of gathering metrics. 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. -- GitLab From e737294809a55bc49bfa1729aa326adb5c624089 Mon Sep 17 00:00:00 2001 From: Ernst van Nierop Date: Thu, 31 Mar 2016 21:15:07 +0000 Subject: [PATCH 2/5] Update per conversation with Sytse --- source/handbook/support/index.md | 9 ++++++--- 1 file changed, 6 insertions(+), 3 deletions(-) diff --git a/source/handbook/support/index.md b/source/handbook/support/index.md index 9cbef9583ae..fb73377e1ed 100644 --- a/source/handbook/support/index.md +++ b/source/handbook/support/index.md @@ -310,9 +310,12 @@ 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 appear to only -"need" liking or re-tweeting will be closed in ZenDesk with a tag "RT/like" added -for the purpose of gathering metrics. +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. 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. -- GitLab From b5a0099061c7f8cfe8ac52324d0fb82cd49b864d Mon Sep 17 00:00:00 2001 From: "A. Felipe Cabargas Madrid" Date: Tue, 5 Apr 2016 16:50:58 -0300 Subject: [PATCH 3/5] Add: workflow for competitor tweets --- source/handbook/support/index.md | 8 ++++++++ 1 file changed, 8 insertions(+) diff --git a/source/handbook/support/index.md b/source/handbook/support/index.md index fb73377e1ed..5b419470479 100644 --- a/source/handbook/support/index.md +++ b/source/handbook/support/index.md @@ -317,6 +317,14 @@ and/or retweet is independent of the reply provided by the suppor team; so a twe may be responded to from ZenDesk, and separately favorited from TweetDeck, as an example. +In the case of competition related tweets that our Support Engineers are not sure +how to reply, they should be marked as "Pending" and assign them to the default +GitLab Support Zendesk Account. + +From time-to-time, we also receive tweets that mention competitors or negative events +related to them. On principle, we don't acknowledge these tweets as it's in poor taste to kick competitors +when they're down. + 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. -- GitLab From c16a0e54f3aaac6bcbc39a99519a2d0cf91171dc Mon Sep 17 00:00:00 2001 From: Ernst van Nierop Date: Wed, 6 Apr 2016 21:43:56 +0000 Subject: [PATCH 4/5] dealing with competitors --- source/handbook/support/index.md | 8 ++------ 1 file changed, 2 insertions(+), 6 deletions(-) diff --git a/source/handbook/support/index.md b/source/handbook/support/index.md index 5b419470479..bbcda1c027c 100644 --- a/source/handbook/support/index.md +++ b/source/handbook/support/index.md @@ -317,13 +317,9 @@ and/or retweet is independent of the reply provided by the suppor team; so a twe may be responded to from ZenDesk, and separately favorited from TweetDeck, as an example. -In the case of competition related tweets that our Support Engineers are not sure -how to reply, they should be marked as "Pending" and assign them to the default -GitLab Support Zendesk Account. - From time-to-time, we also receive tweets that mention competitors or negative events -related to them. On principle, we don't acknowledge these tweets as it's in poor taste to kick competitors -when they're down. +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. -- GitLab From c43607f1b58266ab0d408debd3aeaa5bdfe23b2c Mon Sep 17 00:00:00 2001 From: Ernst van Nierop Date: Wed, 6 Apr 2016 21:56:13 +0000 Subject: [PATCH 5/5] what to do about competitors --- .../developer-advocacy/social-media/index.md | 6 ++++++ 1 file changed, 6 insertions(+) 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 7733ba12cfd..6d7780c6fd8 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. -- GitLab