Commit c5aeec10 authored by David Planella's avatar David Planella

Move more workflows to subsections

parent 96e68677
Pipeline #33001433 passed with stages
in 26 minutes and 6 seconds
......@@ -11,31 +11,37 @@ title: "Code Contributor Program"
----
### Mentor program
## Mentor program
After the first merged MR, make an offer (in an outreach email using the template below) to pair the new contributor with an experienced mentor from the community. This is for a limited time period only (2 weeks) so that mentors are not overly burdened.
Currently, the mentors consist of Core Team with plans to expand the mentor group.
### Working with the Core Team
## Working with the Core Team
There will be a monthly call with members of the [Core Team](https://about.gitlab.com/core-team/) using the Zoom conferencing tool and meetings will also be recorded. Since Core Team members are spread out in different time zones, meeting times will be rotated.
[Service Desk](https://gitlab.com/gitlab-core-team/general/issues/service_desk) will be used as a communication tool for Core Team members. Anyone can open issues in the Service Desk or send an email to `incoming+gitlab-core-team/general@incoming.gitlab.com` Core Team members who signed NDAs will also have access to GitLab Slack channels.
### Contributor blog post series
Goal is to publish a regular blog post featuring contributors from the community. The format will be a [casual Q&A with a community member](https://about.gitlab.com/2018/08/08/contributor-post-vitaliy/) and will be posted on the [GitLab blog page](https://about.gitlab.com/blog/).
When developing a blog post, follow the [blog guidelines](/handbook/marketing/blog/#blog-style-guidelines).
## Communication
### Contributor channel
A GitLab community room is available on [Gitter](https://gitter.im/gitlabhq/community) for people interested in contributing to GitLab. This is open to everyone to join.
## Contributor events
### Hackathons
We will be organizing a quarterly Hackathon for GitLab community members to come together to work on merge requests, participate in tutorial sessions, and support each other on the [GitLab community channel](https://gitter.im/gitlabhq/community). Agenda, logistics, materials, recordings, and other information for Hackathons will be available on the [Hackathon project pages](https://gitlab.com/gitlab-com/marketing/community-relations/contributor-program/gitlab-hackathon).
### Outreach Email Templates
## Outreach
### Contributor blog post series
Goal is to publish a regular blog post featuring contributors from the community. The format will be a [casual Q&A with a community member](https://about.gitlab.com/2018/08/08/contributor-post-vitaliy/) and will be posted on the [GitLab blog page](https://about.gitlab.com/blog/).
When developing a blog post, follow the [blog guidelines](/handbook/marketing/blog/#blog-style-guidelines).
### Direct messaging
#### Outreach after the first merged MR
......@@ -65,3 +71,33 @@ Please let me know if you have any questions and I look forward to your continue
Sincerely,
YOUR_NAME
```
## Projects
We generally gather data from the GitLab EE project, understood as a superset of GitLab CE. However, there are other projects contributors can submit merge requests to:
- https://gitlab.com/gitlab-org/gitlab-ee
- https://gitlab.com/gitlab-org/gitlab-ce
- https://gitlab.com/gitlab-org/gitlab-runner
- https://gitlab.com/gitlab-org/gitlab-shell
- https://gitlab.com/gitlab-org/omnibus-gitlab
- https://gitlab.com/gitlab-org/gitlab-pages
Additional projects:
- https://gitlab.com/gitlab-org/www-gitlab-com
- https://gitlab.com/gitlab-org/gollum-lib
## Metrics
Note: this is currently a list to act as a reference of all locations where we can currently gather contributor analytics. It is not *yet* the final set of metrics we will be monitoring the success of the contributor program with.
We will also want to list by metric, rather than by data source or tool.
- [Code contributor analytics dashboard](https://gitlab.biterg.io:
- TBD
- [Quality dashboard](https://docs.google.com/spreadsheets/d/1sdppNaGYh1TkhOFdDkSz20YVhc9z9YKtusW-0pmBOtQ/edit#gid=319422041). Metrics:
- Number of contributions, excluding GitLab team, per release
- [GitLab contributors app](https://contributors.gitlab.com). Metrics:
- Number of contributors, combined (GitLab team + wider community), all time
- GitLab labels:
- Number of contributions
---
layout: markdown_page
title: "Community advocacy guidelines"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Handling mentions
### Urgent and important mentions
It's important to be able to recognize events that are both _important_ **and** _urgent_. Some might be important but not urgent, others urgent but not important while some are neither important nor urgent. However, mentions that are both urgent and important should be handled as top priority. [HackerNews](#hacker-news) is a channel that commonly sees this type of mentions.
* **Important mentions** are mentions whose content bears a lot of weight and is important to the company - it's often content about our policies, product and/or marketing pieces (blog posts, articles, etc.)
* **Urgent mentions** are mentions whose content is time-senstive by nature - often when the spotlight and discussion enthusiasm are perishable - such as HackerNews threads
These mentions might be intimidating and/or hard to answer by yourself. Please [involve several topic experts](/handbook/marketing/community-relations/community-advocacy/#involving-experts) to respond instead.
When this type of mention comes up during a weekend, please ping more people than you would usually do. It's not considered rude (anyone and everyone can always snooze Slack notifications during weekends), you're just increasing the chance someone sees it in time.
#### Examples
|Mention|Important|Urgent|Explanation|
|-|-|-|-|
|<https://news.ycombinator.com/item?id=17032274>|✖|✖|The OP mentions GitLab out of context.|
|<https://news.ycombinator.com/item?id=17101902>|✖|✓|This required an urgent response because the thread momentum was very perishable.|
|<https://news.ycombinator.com/item?id=16914775>|✓|✖|The OP expressed dissapointment with his support experience - This is important to address, but not time sensitive (a one or two hour response time woudln't have any difference in impact compared to a 6h response time).|
|<https://news.ycombinator.com/item?id=13537052>|✓|✓|Content is volatile and affects a lot of users and the company image. This needed to be addressed as soon as possible and with care.|
## Community interaction archetypes
### Stability Complaints
- Apologize for the inconvenience
- Search for an active issue that could be the cause of instability (deployment downtime, load spikes, ...)
- [Sentry](https://sentry.gitlap.com/gitlab/)
- [Infrastructure Issue Repository](https://gitlab.com/gitlab-com/infrastructure/issues/)
- [`production`](https://gitlab.slack.com/messages/production) Slack channel
- 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](/handbook/marketing/social-media-guidelines/))
- Link back to the community member to provide further feedback on the issue
### General questions and issues with gitlab.com
- Gauge the complexity of the question
- Search related issues / documentation
- [GitLab CE Issues Tracker](https://gitlab.com/gitlab-org/gitlab-ce/issues/)
- [GitLab Documentation](http://docs.gitlab.com/)
- Forward to [GitLab Support Forum](https://gitlab.com/gitlab-com/support-forum/issues/)
### Bug reports
- Reproduce the bug
- Open an issue
- [GitLab CE Issues Tracker](https://gitlab.com/gitlab-org/gitlab-ce/issues/)
- [GitLab EE Issues Tracker](https://gitlab.com/gitlab-org/gitlab-ee/issues/)
- Label the issue
- Link back to the community member
- (Optional) Link in the appropriate chat channel
### General positivity
Tweets expressing positivity about GitLab.
- Like the message
- Respond positively
Sample responses:
- "Thanks for using GitLab."
- "Thanks for writing about GitLab."
### Others
- If somebody is mentioning GitLab as part of a group message -> Use the `Mention` ZenDesk macro
- For posts about remote jobs and other kind of announcements that aren't strictly related to GitLab -> Use the `Mention` ZenDesk macro
- EE Customer issues / GitHost customers / anyone who cannot access GitLab.com (including 2FA reset queries) -> Forward to [Support](https://support.gitlab.com)
- For issues related to our marketing site -> Forward to [www-gitlab-com Issue Tracker](https://gitlab.com/gitlab-com/www-gitlab-com/issues)
- For issues related to self-managed instances -> Forward to [Community Forum](https://forum.gitlab.com)
- Non-English Tweets -> Use the `Non-English` ZenDesk macro
### Special types
- Event Sponsorship Requests -> Forward to [emily@gitlab.com](mailto:emily@gitlab.com)
- Spam -> Mark as spam
- GitLab package reported as compromised -> [immediately stop packagecloud via Slack](https://gitlab.com/gitlab-com/runbooks/blob/master/howto/stop-or-start-packagecloud.md)
- 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.)
### Notes / remarks
- When asking something in Slack 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
### External resources
When responding to community messages, you may face a situation where our documentation doesn't have an official solution. In these circumstances, you can consider replying with a link to an external resource.
Before that, consider documenting the missing piece. It is time-consuming, but it saves time for both you and your colleagues when this comes up again. Respond after updating the documentation. This approach encourages immediate documentation improvements/edits, and it allows avoiding all external resources. If you have any questions about writing the documentation, ask the relevant Technical Writer or Product Manager. When your content is ready, assign it to one of them for review.
If you determine that this question is too specific for our documentation and decide to use an external resource, please make sure that:
* The author has a solid reputation - we don't want to share suspicious posts
* The post isn't related to [countries we don't do business in](/handbook/sales-process/images_sales_process/#export-control-classification-and-countries-we-do-not-do-business-in-)
---
layout: markdown_page
title: "Community advocacy guidelines"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
- [General](/handbook/marketing/community-relations/community-advocacy/guidelines/general.html)
---
layout: markdown_page
title: "Facebook response workflow"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Overview
## Workflow
## Best practices
## Automation
Messages sent to our [Facebook page](https://www.facebook.com/gitlab/) feed into ZenDesk.
......@@ -13,6 +13,10 @@ title: "Hacker News"
## Overview
Most of our releases end up on Hacker News. Some of them hit the first page. These Hacker News posts are top priority for us to answer to. They're both [important and urgent](/handbook/marketing/community-relations/community-advocacy/guidelines/general.html/#urgent-and-important-mentions).
_Every comment should get a response from someone from the company._ Feel free to use [this template](/handbook/marketing/community-relations/community-advocacy/#involving-experts). 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.
The [#hn-mentions](https://gitlab.slack.com/messages/hn-mentions) Slack channel tracks mentions of GitLab on HackerNews. It is a dedicated one, so that Community Advocates enable channel notifications and can respond to them as soon as possible.
## Workflow
......@@ -29,6 +33,10 @@ The [#hn-mentions](https://gitlab.slack.com/messages/hn-mentions) Slack channel
;"></i> Every message should have a checkmark to indicate that it was processed: either someone responded to the mention or decided that it didn't need a response.
{: .alert .alert-warning}
<i class="fas fa-info-circle" aria-hidden="true" style="color: rgb(49, 112, 143)
;"></i> Besides [#hn-mentions](https://gitlab.slack.com/messages/hn-mentions) channel, mentions of GitLab on HackerNews are also piped into the [#mentions-of-gitlab](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html/#mentions-of-gitlab-slack-channel) Slack channel.
{: .alert .alert-info}
## Best practices
When responding to a post about GitLab on Hacker News:
......
---
layout: markdown_page
title: "Inactive workflows"
---
## Overview
The following response channel workflows are marked as inactive, as we either do not yet have a process in place or the capacity to effectively address support questions, mentions or comments there. The ultimate goal is to
## Workflows
### mentions-of-gitlab Slack channel
The [#mentions-of-gitlab](https://gitlab.slack.com/messages/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. Hacker News
3. Reddit
4. YouTube
5. Quora
These mentions are piped by [notify.ly](https://notify.ly).
All comments on our [blog posts](/blog/) and any mention of GitLab on [Lobsters](https://lobste.rs/) also gets funneled to this channel using [Zapier](https://zapier.com).
#### Reddit
Respond to mentions of GitLab on Reddit, especially ones in the [GitLab Subreddit](https://www.reddit.com/r/gitlab/).
#### YouTube
Repond to comments made on the [GitLab Youtube Channel](https://www.youtube.com/channel/UCnMGQ8QHMAnVIsI3xJrihhg).
#### Quora
Respond to questions about GitLab on Quora, especially the ones that appear in the [GitLab Topic channel](https://www.quora.com/topic/GitLab/).
### #movingtogitlab initiative
We have a daily reminder in the [#community-alerts](https://gitlab.slack.com/messages/community-alerts) Slack channel to check for new `#movingtogitlab` tweets.
This is done through TweetDeck, and the goal is to keep the `#movingtogitlab` trend and hashtag alive by retweeting appropriate tweets from our [movingtogitlab Twitter account](https://twitter.com/movingtogitlab).
When you retweet every relevant post, leave a checkmark on the reminder, so the rest of the team knows that it's done.
### Docs comments
These questions tend to be the most technical ones; consider involving experts when responding to them. Every comment should be answered.
Consider deleting the ones that aren't related to the documentation feedback. This kind of comments are distracting and aren't helpful to other users.
Types of comments that should be deleted:
* Not documentation related
* Support type issue
* Feature Proposal
* Outdated (deprecated by documentation changes)
_Warning_: If done poorly, it can cause more damage than good. Please consider these steps:
1. Respond to the user (he gets an email with your response):
* Sample response
```
It looks like this issue is beyond the scope of the documentation comments. Please consider using <a href="https://forum.gitlab.com">our community forum</a>, or see <a href="https://about.gitlab.com/getting-help">other ways to get help</a>.
Read more on how we handle documentation comments <a href="https://about.gitlab.com/handbook/marketing/community-relations/community-advocacy/#docs-comments">in our handbook</a>.
Thanks for using GitLab!
```
2. Make sure the response contains a link to our [documentation process](/handbook/marketing/community-relations/community-advocacy/#docs-comments)
3. Delete the comment
### Mailing List
Respond to questions on the [GitLab Mailing List](https://groups.google.com/forum/#!forum/gitlabhq).
### GitLab Forum
Questions from the [GitLab Forum](https://forum.gitlab.com/) flow into ZenDesk, but can only be responded to from within the Forum environment.
### Stack Overflow
The [Stack Overflow tagged questions](https://stackoverflow.com/questions/tagged/gitlab) 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](http://stackoverflow.com/) (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"](http://stackoverflow.com/help/whats-reputation) and have access to a few more features.
Consider offering some of your Reputation using [bounties](http://stackoverflow.com/help/bounty) 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).
---
layout: markdown_page
title: "Community response workflows"
title: "Community advocacy workflows"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Community response workflows
- [Hacker News](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews.html)
- [Education](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource.html)
- [Open Source](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource.html)
- [Twitter](/handbook/marketing/community-relations/community-advocacy/workflows/twitter.html)
- [Blog](/handbook/marketing/community-relations/community-advocacy/workflows/blog.html)
- [E-mail](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html)
- [Inactive workflows](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html)
## Other workflows
- [Involving experts](involving-experts.html)
---
layout: markdown_page
title: "Evangelist Program operations"
---
## Meetup platform
We are currently [evaluating our meetup platform of choice](https://gitlab.com/gitlab-com/marketing/community-relations/evangelist-program/general/issues/1).
- Meetup platform ([currently evaluating](https://gitlab.com/gitlab-com/marketing/community-relations/evangelist-program/general/issues/1))
- [Merchandise](merchandise.html)
---
layout: markdown_page
title: "Find a speaker workflow"
---
## On this page
{:.no_toc}
- TOC
{:toc}
----
## Overview
## Workflow
## Best practices
## Automation
---
layout: markdown_page
title: "Evangelist Program workflows"
---
- [Merchandise](merchandise.html)
......@@ -32,7 +32,6 @@ If the swag shipment includes:
## Automation
---
## Handling swag
......
......@@ -11,7 +11,7 @@ title: "Community Relations"
## Our mission
- TBD
TBD
## How we work
......@@ -23,7 +23,8 @@ Our handbooks:
- [Education Program](/handbook/marketing/community-relations/education-program/)
Our guidelines:
- TBD
TBD
## Who we are
......
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