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Community Advocate Resources
Community Advocate Onboarding Goal
The goal of community advocacy is to grow the number of active GitLab contributors. We do this by increasing conversion in the
contributor journey. Plan Order, expense, and read the Art of Community by Jono Bacon (Added to CA Bootcamp) Finish Features in one yaml Add diversity events to event list mentioning that we sponsor it but don't attend Reinstate the webstore with Art if not done already Have discount codes that are easily distributed by team members (maybe ChatOps?) Sent the MVP a quirky gift Sent every major contributor a personalized gift Host online sessions for code and docs contributors Start keeping track of our core contributors Do the rest of the contributor journey Vision GitLab has 1000's of active core contributors Being a core contributor is a very rewarding experience There are 10's of active GitLab/ ConvDev meet-ups 100's of talks per year given on conferences and meetups Our most active core contributors come to our summits 100's of people contribute to the code and docs every month We use software that helps us to keep track of core contributors (can be forum, Highrise, software made for advocacy, or a custom Rails app) There is a core contributors page organized per region with the same information as the team page and what they contributed, where they work (if they have a linkedin profile), and a button to sent them an email via a form. We measure and optimize every step of the contributor journey This includes helping members of the community with their questions, but also making sure that the community is heard and that the feedback from the community reaches the rest of the team at GitLab. Engage with the developer community in a way that is direct but friendly and authentic. Be able to carry the tone of the GitLab brand while also giving the proper answers or direction to members of the community. Help update the social media guidelines and GitLab voice as new situations arise. Work with leadership to find a way to track and measure response time across all channels with the ideal response time being under 1 hour for all channels by the end of Q1, 2017. Explore different tools from Zendesk to Mentions to find a way to track all mentions of GitLab across the internet. Don’t be afraid of animated gifs and well-placed humor! We are not robots. Work within the GitLab process to help users report bugs, make feature requests, contact support, and provide feedback to the product. Stability Complaints Apologize for the inconvenience Search for an active issue that could be the cause of instability (deployment downtime, load spikes, …) Determine if the user is still affected Link to the relevant issue Feature Requests Analyze the request Open an issue for it Thank the user for the contribution (See our Social Media Guidelines) Link back to the the community member to provide further feedback in the issue General Questions / Issues with .com Gauge the complexity of the question Search related issues / documentation Forward to GitLab Support Forum Bug Reports Reproduce the bug Open an issue Link back to the community member (Optional) Link in the appropriate chat channel Others Mention -> Use the
Mention ZenDesk macro
EE Customer issues / GitHost customers -> Forward to support 2FA reset queries -> Forward to support Non-English Tweets -> Use the
Non-English ZenDesk macro
Any kind of political questions / remark (even if they're just asking if we're politically neutral or not) -> Do not respond (They tend not to be productive.) Special Types When asking something in chat that's relevant for a ticket, leave a link to the chat message as an internal comment in the ticket Always be sure to check if an issue (bug or feature proposal) exists before opening one / asking a user to open it Mentions
#mentions-of-gitlab chat channel tracks mentions of GitLab across multiple sources. This allows us to respond to user requests across various platforms.
We currently track the following sources for GitLab mentions:
Product Hunt Hacker News Reddit YouTube
These mentions get piped to the Slack channel by
All comments on our
blog posts and any mention of GitLab on Lobsters also gets funneled to this channel using zapier. Specific channels
Respond to the GitLab community across the following channels in a timely manner:
Hacker News Disqus Twitter (via Zendesk) Mailing List
Facebook forum.gitlab.com StackOverflow Reddit YouTube Quora Comments on news stories in the media, and …. …. more. Hacker News
Respond to GitLab mentions on HackerNews. These get piped into the
#mentions-of-gitlab chat channel.
When responding to a post about GitLab on HackerNews:
Leave a link to the thread in
#devrel and ping other
See Involving Experts below 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
All the comments from our blog are handled by Disqus. There's an integration with ZenDesk in place which pipes posts to ZenDesk as tickets.
Go through the tickets per-post, see if all comments have received responses, respond if any need responses, then mark all the relevant tickets as Solved.
You should also monitor the
#mentions-of-gitlab channels and mark every post with a
:white_check_mark: to show it's been reviewed and handled.
Tweets that mention
@GitLab, or @GitLabStatus will create a ticket in Zendesk, and show up in the "Twitter" view. All responses should be sent from Zendesk.
If a tweet is responded to from TweetDeck, this risks duplicate responses. Responding from Zendesk also enables us to track our response times vs.
our internal SLA.
Reply to almost all tweets, following the
social media guidelines, and the guidelines on representing GitLab on Twitter regardless of whether the tweet is of a technical nature or not. Follow up with the support team if the issue is too complex to handle. General Tweets use short links which require you to visit that link to make sure you understand the context. Clarify if the request refers to GitLab.com or an externally hosted GitLab instance as we can only handle requests for GitLab.com.
When resolving Twitter tickets you should:
Use Play mode in the Twitter view. The default Twitter view will sort tickets by created date (ascending). Not skip any tickets Assign the ticket to yourself or ask in the appropriate chat channel if you don't know how to answer it Not cross assign tickets Handles 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 or responding to a previous availability update on @GitLabStatus. When a tweet mentions 1 or more of the handles described above, it should be replied to from the main handle ( @GitLab If a wrong handle is used in a response, take note and respond from the correct one in the follow-up (if there is one) Usage of Likes
Use "Likes" on Twitter for promoting positive feedback about our product since we direct users there when we want to show that people really love the product. Avoid using it for anything else.
We have DMs disabled, but they can be used if we DM a user first. This should only be used when the user needs to communicate with us privately (e.g. to give a mailing address).
Respond to questions on the
GitLab Mailing List.
Respond to email sent to our
Messages sent to our
Facebook page also feed into ZenDesk. GitLab Forum
Questions from the
GitLab Forum flow into ZenDesk, but can only be responded to from within the Forum environment. Stack Overflow
Stack Overflow tagged questions that relate to GitLab flow into Zendesk, but can only be responded to from within Stack Overflow.
After you create an account on
Stack Overflow (if you don't already have one), you should start by answering a few simple questions in an area you're familiar with (a language, web framework, development platform, API, etc.) or in the GitLab tag(s) if you feel comfortable. The goal is to get enough "Reputation" and have access to a few more features.
Consider offering some of your Reputation using
bounties if a question is particularly advanced and you don't believe you can answer yourself, and the question seems deserving of an answer (e.g. if it has lots of upvotes). Reddit
Respond to mentions of GitLab on Reddit, especially ones in the
GitLab Subreddit. YouTube
Repond to comments made on the
GitLab Youtube Channel. Quora
Respond to questions about GitLab on Quora, especially the ones that appear in the
GitLab Topic channel. Involving Experts
When responding to community messages, you should always strive to involve a resident GitLab expert on the subject if possible.
a higher quality of answers shows that our whole company is committed to helping people the expert more feedback from users
Please ping the expert in the relevant channel (e.g. in
#frontend if it's a frontend question) with:
@expert_username [LINK TO COMMUNITY COMMENT] https://about.gitlab.com/handbook/marketing/developer-relations/community-advocacy/#can-you-please-respond-to-this?
And add an internal note with the link of the Slack message to the associated Zendesk ticket. If there is no Zendesk ticket related to the mention (e.g.a HackerNews mention) track it in the
When trying to figure out who has expertise on what segment of the product, the handbook Product page has a section called
"Who to talk to for what". The team page can also be useful. Can You Please Respond to This?
You got a link to this because we'd like you to respond to the mentioned community comment. We want to make sure we give the best answer possible by connecting the wider community with our experts and expose you to more community feedback.
When responding to community mentions, you should check out the
social media guidelines.
If you can't respond to the linked comment, that's OK, but please quickly let the person who pinged you know so they can ping someone else.
Release Post Calendar Planning
Block off your calendar to anticipate for release posts. They occur regularly every 22nd in the month, just like each GitLab release.
MVP Appreciation Gifts Determine MVP after merge window closes, see
Find MVP's contact information An email address is usually stored in git commit data A user might have email or twitter info on their profile Email MVP a congratulations, ask for MVP's address to send gift, as well as any other relevant information (e.g. shirt size). Investigate the MVP's interests If the MVP doesn't have a notable prescense on social media, you may choose to ask them directly or otherwise send swag instead. Choose a suitable gift (up to 200$ USD) Send the gift The MVP should ideally have the gift 48h before the post goes live, though shipping to persons outside the United States can take longer and usually won't make it in time. Verify shipment status Make sure that it was sent Make sure that it arrived Mention the MVP gift in the release post Make sure there's a picture of the gift in the release post if one is available Good Custom Swag Providers Handling the
Handle swag requests made in the
Here's the process for requesting a swag gift for a contributor/user/customer:
Leave a message in the
#swag channel with
URL to blog post, tweet, etc. (Optional) Name (Optional) Email (Optional) Shipment Address (Optional) Items requested (with sizes if you know them)
https://twitter.com/gitlab/status/884983979992121344 - John Doe - email@example.com
https://twitter.com/gitlab/status/884983979992121344 - John Doe - firstname.lastname@example.org - 1233 Howard St 2F, CA, USA - 1 x L T-Shirt & 2 large stickers
NOTE: If you don't specify which swag to send, we'll send a standard package (T-Shirt + 2 stickers) NOTE: Please keep a single swag request confined to one message to avoid clutter CA Reach out to the swag recipient Thank him for his work/support Gather the missing info needed for fulfilling the swag drop ship Fulfill the swag shipment in Printfection If items are specified Create a new drop ship Add items Fill shipment info If no items are specified Notify the recipient that the drop ship has been created or send him a giveaway link Comment to the requester in a thread, notifying that the swag request has been fulfilled
NOTE: Please keep in mind the list of countries we do not do business in. We offer a $500 sponsorship to any group that aims to improve diversity in tech We receive requests through the community sponsorship form After receiving the request for sponsorship, create a merge request adding them to the events list After creating the MR, ask them to send an invoice to Accounts Payable (email@example.com) with the link of the MR for verification After they send it, the amount will be sent via direct deposit If we have a team member in the location of the event, alert them so they have the option to attend After we have committed to sponsor the event, schedule a tweet announcing our involvement and add the amount to the marketing budget spreadsheet
NOTE: Please keep in mind the list of countries we do not do business in. Sample Daily Workflow ZenDesk: Go through the recommended Disqus view Go through the recommended Twitter view Go through the recommended Facebook view Go through the GitLab Forum, answering all relevant tickets Go through StackOverflow GitLab tagged questions, answering them Go through the GitLab Subreddit, answering all relevant tickets Handle ToDos Rinse and Repeat ↻ Relevant Links