Hacker News is our most important social channel, so always treat it as a top priority. Any thread that is discussing our company's structure, values, product vision or any other sensitive blog post, articles, etc. is both important and urgent.
Every comment should get a response from someone from the company. It is encouraged to use this template and involve as many experts as necessary. If you or the expert don't know the answer to a comment/remark please share your thoughts because every remark should have at least one response.
In addition to the HackerNews view in our Community Zendesk, GitLab mentions on HackerNews are also tracked on the #hn-mentions Slack channel.
Go through the tickets in Zendesk HackerNews view:
If the related comment doesn't require a response, use No op Zendesk macro
If you decide that one of our resident GitLab experts might provide additional context and clarification for the particular topic or that the related comment might provide useful feedback for them, please involve an expert
If you are able to provide a quick response/resource and decide that you don't have to involve an expert, reply on news.ycombinator.com (not on Zendesk) using your personal Hacker News account
Ping @sytse in the #community-relations Slack channel if you judge his input is required, or in case of doubt
Solve the ticket with the Replied macro (Replied macro will use the public response field in order to track the first reply time)
If the Zendesk integration is broken, feel free to use the Slack alternative:
Find new mentions on the #hn-mentions Slack channel and follow decision flow from the original workflow
Add a checkmark (:heavy_check_mark:) on every Slack message that you process to indicate that it was responded or decided that it doesn't require a response
When responding to a post about GitLab on Hacker News:
Post a link to the thread in the #community-relations Slack channel and ping other @advocates.
Don't post answers that are almost the same, link to the original one instead.
Address multi-faceted comments by breaking them down and using points, numbering and quoting.
When someone posts a HackerNews thread link, monitor that thread manually. Don't wait for the notifications in the #hn-mentions channel, because sometimes they're delayed by a few hours.
Never submit GitLab content to Hacker News. Submission gets more credibility if a non-GitLab Hacker News community member posts it, we should focus on making our posts interesting instead of on submitting it.
Don't share links to Hacker News stories/comments on Slack or Twitter and ask others to upvote because it might set off the voting detector.
Don't make the first comment on a HackerNews post about GitLab, wait for people to leave comments and ask questions.
Avoid using corporate jargon like 'PeopleOps'.
Always address the HackerNews community as peers. Be sure to always be modest and grateful in responses.
If you comment yourself make sure it is interesting and relevant.