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Community Response and Activity Updates

Wil Spillane requested to merge wspillane-comms-patch-1 into master

Closes: https://gitlab.com/gitlab-com/marketing/corporate_marketing/corporate-marketing/-/issues/3468

Following the shift in community strategy in September, teams have been working on a new way to work together and to fill some of the important gaps left by the community advocacy team. This MR has been informed by comms, social, and community working together to figure out our scope and time budget for new community efforts. Below is a summary of our conversations which have translated into this MR.

  • Community Operations, Developer Evangislists, and Social Team absorbing the bulk of response operations
  • Minimizing the requirements and the volume of responses; we do not need to respond to everything, and it's up to our teams to use our judgment when deciding to respond, based on the escalation workflow added to the new page in this MR
  • Routing folks off social to the forum when appropriate
  • New and clear escalation workflows
  • New and clear channel ownership and reviewer cyces
  • No 24-hour coverage available unless of a crisis/emergency situation; This does not include incident management which is covered under a different process.

The diffs are not very easy to understand since we are using tables. Please review the formatted file here and consider leaving suggestions to the specific line of code or comments to the MR with feedback.

Requesting the review and approvals of:

  • Wil Spillane (social)
  • Kristen Sundberg (social)
  • Lindsay Olsen (CO)
  • David Planella (CO)
  • Natasha Woods (social/comms)
  • Mel (Corp mkt)
  • Todd Bar (e-group/mtk)
  • Sid (e-group/CEO)

Approving this MR reflects your acknowledgment of this new page and the strategy behind it.

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
  • Assign this change to the correct DRI
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to your manager.
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.
    • If the changes relate to any part of the project other than updates to content and/or data files please make sure to ping @gl-static-site-editor in a comment for a review and merge. For example changes to .gitlab-ci.yml, JavaScript/CSS/Ruby code or the layout files.
Edited by Wil Spillane

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