Social Media Guidelines

Go to the Handbook

Responding to Requests

Any time GitLab is mentioned or relevant to a thread it gets directed to our different chat channels and someone from GitLab should be responding to questions or feedback. The idea here is to be available for people without making them feel obligated to talk to you. Remain positive.

GitLab Voice

You are personally responsible for the tweets, likes and replies you post on social media while representing GitLab. Everything you publish is publicly viewable and will be available for a long time even if redacted. Be careful and thoughtful when using the company accounts.

When speaking for GitLab, use the “GitLab voice.” When replying from the official GitLab account, speak as “we” and represent the software and community. On the official @GitLab account Twitter account and in other social media we should model attributes of our software and community. We strive to respond to all messages and questions. We respond by encouraging collaboration and contribution.

Consider what benefits the software and community, and how the software would respond if we personified it. Be responsive, positive, open minded, curious, welcoming, apologetic, transparent, direct, and honest. Someone doesn’t like something? Ask them to tell us more in the issue tracker. Someone thinks GitLab could be better? Invite them to submit a feature proposal. Any criticism is an opportunity to improve our software.

When responding to posts from your personal account, feel free to incorporate your own style and voice. Talk to people as if you were talking to them in person.

Dealing with Conflict

You may come across angry users from time to time. When dealing with people who are confrontational, it’s important to remain level-headed. You may also send them to Sid directly.

This document is a guide for GitLab team members who manage social media accounts. 

You are personally responsible for the tweets, likes and replies you post on social media while representing GitLab. Everything you publish is publicly viewable and will be available for a long time even if redacted. Be careful and thoughtful when using the company accounts.