Community Advocacy

Finding the Community Advocates

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Community Advocate Resources


Role of Community Advocacy

Ultimate Goal: respond to every community question about GitLab asked online

Community Interaction Archetypes

Stability Complaints

Feature Requests

General Questions / Issues with .com

Bug Reports

Mentions

TODO: Create Mention macros for all channels handled in ZenDesk

Others

Special Types

Notes / Remarks

ZenDesk Workflow

Suggested Views for ZenDesk

Mentions

The #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:

  1. Product Hunt
  2. Tumblr
  3. Hacker News
  4. Reddit

These mentions get piped to the #mentions-of-gitlab channel by notify.ly.

All comments on our blog posts and any mention of GitLab on Lobsters also gets funneled to this channel using zapier.

Specific channels

TODO: improve the tooling for responding to social media channels. (See marketing#724)

Respond to the GitLab community across the following channels in a timely manner:

Hacker News

Respond to GitLab mentions on HackerNews. These get piped into the #mentions-of-gitlab chat channel.

Disqus

All the comments from our blog are handled by Disqus. Currently we have an integration in place with Zendesk, where every new comment or reply to a comment creates a new ticket in ZenDesk.
Right now there is no way for us to directly reply to the comment from ZenDesk, so if a comment you see requires a reply (that is if the ticket is not from someone on our team, or is a question or a problem) you need to click on the link to the comment and reply directly in the blog post. Once you have replied, you should come back to ZenDesk and mark that ticket as solved, plus the ticket that was created for your reply.

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.

Twitter

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

When resolving Twitter tickets you should:

  1. Use Play mode in the Twitter view. The default Twitter view will sort tickets by created date (ascending).
  2. Not skip any tickets
  3. Assign the ticket to yourself or ask in the appropriate chat channel if you don't know how to answer it
  4. Not cross assign tickets

Handles

ZenDesk Macro Usage

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.

Mailing list

Respond to questions on the GitLab Mailing List.

community@ email

Respond to email sent to our community@ address.

Facebook

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

The 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.

Sample Daily Workflow

  1. ZenDesk:
    1. Go through the recommended Disqus view
    2. Go through the recommended Twitter view
    3. Go through the recommended Facebook view
  2. Go through the GitLab Forum, answering all relevant tickets
  3. Go through StackOverflow GitLab tagged questions, answering them
  4. Go through the GitLab Subreddit, answering all relevant tickets
  5. Handle ToDos
  6. Rinse and Repeat ↻