Ultimate Goal: respond to every community question about GitLab asked online
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.
Respond to GitLab mentions on HackerNews. These get piped into the #mentions-of-gitlab chat channel.
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.
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.
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).
Respond to mentions of GitLab on Reddit, especially ones in the GitLab Subreddit.