Commit cb39ac60 authored by David Planella's avatar David Planella
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Update URLs for extensionless handbook pages

parent 9f633af0
Pipeline #44508561 passed with stages
in 13 minutes and 38 seconds
......@@ -20,7 +20,7 @@ It's important to be able to recognize events that are both _important_ **and**
* **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/workflows/involving-experts.html) to respond instead.
These mentions might be intimidating and/or hard to answer by yourself. Please [involve several topic experts](/handbook/marketing/community-relations/community-advocacy/workflows/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.
 
......
......@@ -11,4 +11,4 @@ title: "Community advocacy guidelines"
 
----
 
- [General](/handbook/marketing/community-relations/community-advocacy/guidelines/general.html)
- [General](/handbook/marketing/community-relations/community-advocacy/guidelines/general)
......@@ -55,7 +55,7 @@ The goal of community advocacy is to grow the number of active GitLab content co
 
- 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.
- [Engage with experts in the GitLab team](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts.html) to provide the best quality answers and to expose them to community feedback.
- [Engage with experts in the GitLab team](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts) to provide the best quality answers and to expose them to community feedback.
- Help update the [social media guidelines](/handbook/marketing/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.
......@@ -72,33 +72,33 @@ In this overview:
 
| CHANNEL | SOURCE | AUTOMATION | DESTINATION | ACTIVE? |
| - | - | - | - | - |
| [`@gitlab`](/handbook/marketing/community-relations/community-advocacy/workflows/twitter.html) | Twitter mentions | Zendesk | Zendesk | ✓ |
| [`@movingtogitlab`](/handbook/marketing/community-relations/community-advocacy/workflows/twitter.html) | Twitter mentions | Zendesk | Tweetdeck | ✓ |
| [`@gitlabstatus`](/handbook/marketing/community-relations/community-advocacy/workflows/twitter.html) | Twitter mentions | Zendesk | Zendesk | ✓ |
| [Facebook](/handbook/marketing/community-relations/community-advocacy/workflows/facebook.html) | Facebook page messages | Zapier | Zendesk | ✓ |
| [Hacker News](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews.html) | Hacker News mentions | Zapier | Zendesk and Slack: #hn-mentions | ✓ |
| [Education initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource.html) | Education application form | Marketo | Salesforce and Zendesk | ✓ |
| [Open Source initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource.html) | Open Source application form | Marketo | Salesforce and Zendesk | ✓ |
| [E-mail (merch@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html) | Shop contact | E-mail alias | Zendesk | ✓ |
| [E-mail (community@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html) | Handbook | E-mail alias | Zendesk | ✓ |
| [E-mail (movingtogitlab@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html) | #movingtogitlab campaign (deprecated) | E-mail alias | Zendesk | ✓ |
| [E-mail (education@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html) | Support contact | E-mail alias | Zendesk | ✓ |
| [E-mail (opensource@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html) | Support contact | E-mail alias | Zendesk | ✓ |
| [E-mail (personal inbox)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html) | E-mails to track as tickets | E-mail alias | Zendesk | ✓ |
| [Website: blog](/handbook/marketing/community-relations/community-advocacy/workflows/blog.html) | Disqus comments | Zapier | Zendesk, #mentions-of-gitlab | ✓ |
| [Website: DevOps Tools](/handbook/marketing/community-relations/community-advocacy/workflows/devops-tools.html) | Disqus comments | Zapier | Zendesk and Slack: #devops-tools-comments | ✓ |
| [Speakers](/handbook/marketing/community-relations/evangelist-program/workflows/find-a-speaker.html) | Find-a-speaker form | Zapier | Zendesk | ✓ |
| [Reddit](/handbook/marketing/community-relations/community-advocacy/workflows/reddit.html) | Reddit mentions | Zapier | Zendesk and Slack: #reddit | ✓ |
| [Documentation](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | Disqus comments | Zapier | Slack: #docs-comments | ✓ (Docs Team)|
| [Lobste.rs](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | lobste.rs mentions | Zapier | Slack: #mentions-of-gitlab | ✖ |
| [Stack Exchange](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | Stack Exchange mentions | N/A | N/A | ✖ |
| [GitLab forum](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | forum.gitlab.com | N/A | N/A | ✖ |
| [IRC](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | IRC support | N/A | N/A | ✖ |
| [Gitter](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | Gitter support | N/A | N/A | ✖ |
| [YouTube](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | YouTube comments | N/A | N/A | ✖ |
| [Mailing list](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | GitLabHq Google Group (deprecated) | N/A | N/A | ✖ |
| [Quora](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | GitLab Quora topic | N/A | N/A | ✖ |
| [Wider community content](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html) | Blog post comments | N/A | N/A | ✖ |
| [`@gitlab`](/handbook/marketing/community-relations/community-advocacy/workflows/twitter) | Twitter mentions | Zendesk | Zendesk | ✓ |
| [`@movingtogitlab`](/handbook/marketing/community-relations/community-advocacy/workflows/twitter) | Twitter mentions | Zendesk | Tweetdeck | ✓ |
| [`@gitlabstatus`](/handbook/marketing/community-relations/community-advocacy/workflows/twitter) | Twitter mentions | Zendesk | Zendesk | ✓ |
| [Facebook](/handbook/marketing/community-relations/community-advocacy/workflows/facebook) | Facebook page messages | Zapier | Zendesk | ✓ |
| [Hacker News](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews) | Hacker News mentions | Zapier | Zendesk and Slack: #hn-mentions | ✓ |
| [Education initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource) | Education application form | Marketo | Salesforce and Zendesk | ✓ |
| [Open Source initiative](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource) | Open Source application form | Marketo | Salesforce and Zendesk | ✓ |
| [E-mail (merch@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | Shop contact | E-mail alias | Zendesk | ✓ |
| [E-mail (community@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | Handbook | E-mail alias | Zendesk | ✓ |
| [E-mail (movingtogitlab@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | #movingtogitlab campaign (deprecated) | E-mail alias | Zendesk | ✓ |
| [E-mail (education@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | Support contact | E-mail alias | Zendesk | ✓ |
| [E-mail (opensource@gitlab.com)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | Support contact | E-mail alias | Zendesk | ✓ |
| [E-mail (personal inbox)](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail) | E-mails to track as tickets | E-mail alias | Zendesk | ✓ |
| [Website: blog](/handbook/marketing/community-relations/community-advocacy/workflows/blog) | Disqus comments | Zapier | Zendesk, #mentions-of-gitlab | ✓ |
| [Website: DevOps Tools](/handbook/marketing/community-relations/community-advocacy/workflows/devops-tools) | Disqus comments | Zapier | Zendesk and Slack: #devops-tools-comments | ✓ |
| [Speakers](/handbook/marketing/community-relations/evangelist-program/workflows/find-a-speaker) | Find-a-speaker form | Zapier | Zendesk | ✓ |
| [Reddit](/handbook/marketing/community-relations/community-advocacy/workflows/reddit) | Reddit mentions | Zapier | Zendesk and Slack: #reddit | ✓ |
| [Documentation](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | Disqus comments | Zapier | Slack: #docs-comments | ✓ (Docs Team)|
| [Lobste.rs](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | lobste.rs mentions | Zapier | Slack: #mentions-of-gitlab | ✖ |
| [Stack Exchange](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | Stack Exchange mentions | N/A | N/A | ✖ |
| [GitLab forum](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | forum.gitlab.com | N/A | N/A | ✖ |
| [IRC](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | IRC support | N/A | N/A | ✖ |
| [Gitter](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | Gitter support | N/A | N/A | ✖ |
| [YouTube](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | YouTube comments | N/A | N/A | ✖ |
| [Mailing list](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | GitLabHq Google Group (deprecated) | N/A | N/A | ✖ |
| [Quora](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | GitLab Quora topic | N/A | N/A | ✖ |
| [Wider community content](/handbook/marketing/community-relations/community-advocacy/workflows/inactive) | Blog post comments | N/A | N/A | ✖ |
 
## How we work
 
......@@ -130,7 +130,7 @@ The two channels that we see the biggest increases in are:
 
## Involving experts
 
As Community Advocates, we will often want to involve experts in a topic being discussed online. The [Involving experts workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts.html) describes how we do it.
As Community Advocates, we will often want to involve experts in a topic being discussed online. The [Involving experts workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts) describes how we do it.
 
### Can you please respond to this?
 
......@@ -144,7 +144,7 @@ If you can't respond to the linked comment, that's OK, but please quickly let th
 
### Education / OSS
 
While we're restructuring our handbook, this topic has now moved to the [Education/open Source workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource.html).
While we're restructuring our handbook, this topic has now moved to the [Education/open Source workflow section](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource).
 
## Supporting community initiatives
 
......
......@@ -13,9 +13,9 @@ 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).
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#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/workflows/involving-experts.html). 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.
_Every comment should get a response from someone from the company._ Feel free to use [this template](/handbook/marketing/community-relations/community-advocacy/workflows/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.
 
......@@ -25,7 +25,7 @@ The [#hn-mentions](https://gitlab.slack.com/messages/hn-mentions) Slack channel
 
1. React to notifications and go to the [#hn-mentions](https://gitlab.slack.com/messages/hn-mentions) channel when you see them appear
1. Read every new message in the channel and make a decision for each one: does it need a response?
1. Respond to the message if necessary, or [involve an expert](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts.html) using the template
1. Respond to the message if necessary, or [involve an expert](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts) using the template
1. Ping `@sytse` in the `#community-relations` Slack channel if you judge his input is required, or in case of doubt
1. Add a checkmark (`:heavy_check_mark:`) to the message on the Slack channel
 
......@@ -34,7 +34,7 @@ The [#hn-mentions](https://gitlab.slack.com/messages/hn-mentions) Slack channel
{: .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.
;"></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/#mentions-of-gitlab-slack-channel) Slack channel.
{: .alert .alert-info}
 
## Best practices
......
......@@ -13,15 +13,15 @@ title: "Community advocacy workflows"
 
## Community response workflows
 
- [Hacker News](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews.html)
- [Education and Open Source](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource.html)
- [Twitter](/handbook/marketing/community-relations/community-advocacy/workflows/twitter.html)
- [Website comments](/handbook/marketing/community-relations/community-advocacy/workflows/website-comments.html)
- [E-mail](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail.html)
- [Reddit](/handbook/marketing/community-relations/community-advocacy/workflows/reddit.html)
- [Inactive workflows](/handbook/marketing/community-relations/community-advocacy/workflows/inactive.html)
- [Hacker News](/handbook/marketing/community-relations/community-advocacy/workflows/hackernews)
- [Education and Open Source](/handbook/marketing/community-relations/community-advocacy/workflows/education-opensource)
- [Twitter](/handbook/marketing/community-relations/community-advocacy/workflows/twitter)
- [Website comments](/handbook/marketing/community-relations/community-advocacy/workflows/website-comments)
- [E-mail](/handbook/marketing/community-relations/community-advocacy/workflows/e-mail)
- [Reddit](/handbook/marketing/community-relations/community-advocacy/workflows/reddit)
- [Inactive workflows](/handbook/marketing/community-relations/community-advocacy/workflows/inactive)
 
## Other workflows
 
- [Involving experts](involving-experts.html)
- [Knowledge base](knowledge-base.html)
- [Involving experts](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts)
- [Knowledge base](/handbook/marketing/community-relations/community-advocacy/workflows/knowledge-base)
......@@ -22,7 +22,7 @@ The purpose of this is to monitor all mentions of GitLab within Reddit.
2. See if the comment or post has received a response
 
3. Respond if necessary using your **personal** Reddit account
* If needed, [ask an expert for help](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts.html)
* If needed, [ask an expert for help](/handbook/marketing/community-relations/community-advocacy/workflows/involving-experts)
* Mark post as `On Hold` if you're waiting for an expert to reply
* If your response asks a question or sparks conversation, mark the ticket as `Pending`
* NOTE: Typically, the only posts that will need responses are those that are questions, support issues, feedback, or are spreading misinformation. Comments such as "I use GitLab and I love it!" should not be replied to as they would on other social media platforms.
......
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