From c4d27ffff95a4b676147deee47eef3db28fdb965 Mon Sep 17 00:00:00 2001 From: balameb Date: Sun, 26 Jun 2016 19:39:24 -0600 Subject: [PATCH 1/2] Guide to answer negative comments about competitors. --- .../developer-advocacy/index.html.md | 4 ++++ source/handbook/support/index.html.md | 11 ++++++++++- 2 files changed, 14 insertions(+), 1 deletion(-) diff --git a/source/handbook/marketing/developer-relations/developer-advocacy/index.html.md b/source/handbook/marketing/developer-relations/developer-advocacy/index.html.md index 9f1219ac51b..f5ed09ac301 100644 --- a/source/handbook/marketing/developer-relations/developer-advocacy/index.html.md +++ b/source/handbook/marketing/developer-relations/developer-advocacy/index.html.md @@ -270,6 +270,10 @@ 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.html.md b/source/handbook/support/index.html.md index 7a827a2b54f..de862f9ba83 100644 --- a/source/handbook/support/index.html.md +++ b/source/handbook/support/index.html.md @@ -308,7 +308,16 @@ 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/social-media-guidelines/), 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 support 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 [developer advocacy social media section](https://about.gitlab.com/handbook/marketing/developer-relations/developer-advocacy). 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 0aaf128d3129f910eb8485139a8bd443e6361891 Mon Sep 17 00:00:00 2001 From: balameb Date: Sun, 26 Jun 2016 21:09:01 -0600 Subject: [PATCH 2/2] Adding exact section to advocacy link. --- source/handbook/support/index.html.md | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/source/handbook/support/index.html.md b/source/handbook/support/index.html.md index de862f9ba83..0b7fff4a1cb 100644 --- a/source/handbook/support/index.html.md +++ b/source/handbook/support/index.html.md @@ -317,7 +317,8 @@ 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 [developer advocacy social media section](https://about.gitlab.com/handbook/marketing/developer-relations/developer-advocacy). +the [developer advocacy](https://about.gitlab.com/handbook/marketing/developer-relations/developer-advocacy/#representing-gitlab-on-twitter) +section. 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