|Beth Vanderkolk||Sr. Community Advocates Manager|
|Borivoje 'Bora' Tasovac||Junior Community Advocate|
|Emily Cook||Senior Community Advocate|
|Annie Huang||Community Advocate|
|Samantha Lee||Community Advocate|
|Lindsay Olson||Senior Community Advocate|
#community-advocateschat channel for questions that don't seem appropriate to use the issue tracker for.
The goal of community advocacy is to respond to all of the GitLab mentions and questions asked online in a timely manner.
#swagSlack channels and making sure that they are heard, and that we help them with our input and assistance.
As Community Advocates, we will often want to involve experts in a topic being discussed online. The Involving experts workflow section describes how we do it.
You got a link to this because we'd like you to respond to the mentioned community comment. We want to make sure we give the best answer possible by connecting the wider community with our experts and expose you to more community feedback.
If you or your team is unsure how to best collaborate on a community response, consider using one of these strategies:
The Community Advocates actively monitor and respond to the following set of channels.
In this overview:
|Facebook page messages||Zapier||Zendesk||✓|
|Hacker News||Hacker News mentions||Zapier||Zendesk and Slack: #hn-mentions||✓|
|Hacker News front page stories||Hacker News front page mentions||Zapier||Slack: #community-advocates||✓|
|Education Program||Education application form||Marketo||Salesforce and Zendesk||✓|
|Open Source Program||Open Source application form||Marketo||Salesforce and Zendesk||✓|
|Startups Program||Startup application form||Marketo||Salesforce and Zendesk||✓|
|E-mail (email@example.com)||Shop contact||E-mail alias||Zendesk||✓|
|E-mail (firstname.lastname@example.org)||Handbook||E-mail alias||Zendesk||✓|
|E-mail (email@example.com)||#movingtogitlab campaign (deprecated)||E-mail alias||Zendesk||✓|
|E-mail (firstname.lastname@example.org)||Support contact||E-mail alias||Zendesk||✓|
|E-mail (email@example.com)||Support contact||E-mail alias||Zendesk||✓|
|E-mail (firstname.lastname@example.org)||Support contact||E-mail alias||Zendesk||✓|
|E-mail (personal inbox)||E-mails to track as tickets||E-mail alias||Zendesk||✓|
|Website: blog||Disqus comments||Zapier||Zendesk, #mentions-of-gitlab||✓|
|Website: DevOps Tools||Disqus comments||Zapier||Zendesk and Slack: #devops-tools-comments||✓|
|Reddit mentions||Zapier||Zendesk and Slack: #reddit||✓|
|Documentation||Disqus comments||Zapier||Slack: #docs-comments||✓ (Docs Team)|
|Stack Overflow||Stack Exchange mentions||Zapier||Zendesk||✓|
|GitLab forum||forum.gitlab.com||Zapier||Zendesk and Slack: #gitlab-forum||✓|
|Lobste.rs||lobste.rs mentions||Zapier||Slack: #mentions-of-gitlab||✖|
|Mailing list||GitLabHq Google Group (deprecated)||N/A||N/A||✖|
|Quora||GitLab Quora topic||N/A||N/A||✖|
|Wider community content||Blog post comments||N/A||N/A||✖|
At this time, the Community Advocates team spans across three main timezones: CST (Chinese Standard Time, UTC +8), CET (Central European Time, UTC +1) and CDT (Central Daylight Time, UTC -5). Our typical coverage based on these time zones is Monday - Friday from 8:00UTC to 22:00UTC, plus occasional weekend coverage for release days.
While this gives us the capacity to address most mentions during the working day, often important and/or urgent mentions happen outside our current coverage times.
This is the ideal case where there is coverage from the full team and we follow the regular workflows for each one of our monitored channels.
Community Advocates Coverage Handoff: before ending your day, please review ongoing conversations and mentions in our channels to assess whether there is any one of them that could potentially become important and/or urgent. If that is the case,
AMERand contain each advocate working in those specific timezones. Mark the priority of the ticket as either
urgent. Be sure the Zendesk ticket links to all relevant discussions/expert outreach on Slack.
urgent, you should also ping
@advocatesin the #community_advocates slack channel for higher visibility.
highsecond. After you've reviewed and taken necessary action on these tickets, start your regular processing workflow.
Community Advocates: if a member of the Community Advocates team is offline during their regular working hours (e.g. due to Paid Time Off, illness or unforeseen events) for a day or more, and that leaves their timezone uncovered, please activate the Advocate for a day process with at least two additional advocates.
If the time offline extends more than a few days, it is advisable to find additional advocates and rotate their roles.
In general, if you notice an online mention that needs to be addressed, please ping
@advocates on the #community-advocates Slack channel. All Community Advocates have notifications enabled for this group handle and this channel –notifications are also sent if the handle is mentioned on any GitLab Slack channel.
You can also [contact any of the Community Advocates] directly via Slack or text message.
If required, please consider using the Marketing Rapid Response Process as well.
Every 22nd of the month we release a new version of GitLab. More often than not we get a spike in community mentions. To help deal with this we have dedicated release advocates that own the effort of responding to community mentions on/after a release.
Every month a different advocate has release advocate duty. It rotates on a monthly basis. If the release day takes place on a weekend, one of the advocates is assigned to monitor the traffic and to process mentions. We keep track of the assignments on the
Community Advocates GitLab team calendar.
The two channels that we see the biggest increases in are:
#release-postSlack channel throughout the day to be ready at the time the release blog post is published
Their role is to process and manage program applications as per the application management workflow.
Community Advocates manage merchandise requests, inventory and the merchandise tech stack.
During news cycles such as the Microsoft acquisition of GitHub, there may be an increase in new GitLab users. The movingtogitlab specific Twitter account highlights all the users who tweeted about switching to GitLab.
Advocates should always look for new users moving to GitLab and make sure to thank them and ask what the benefits of using our products are. When doing so, please follow the #movingtogitlab workflow.
When community advocates aren't available, or we expect high traffic on social media (because of some major outage, or some significant announcement), we should try to recruit more GitLab team-members who would help us cover our social networks. Our Advocate for a Day page is meant to help assist anyone who has been asked to perform this duty.
Every Community Advocate owns one or more of the team's processes. These are called expertises.
From time to time we run expertise rotation rounds to ensure all Advocates are trained in all expertises.
The Customers Portal is the in-house platform to manage customer subscriptions. We use it mostly in the context of the Education, OSS and startup programs for:
Printfection is the swag management platform. Community Advocates use it to manage the inventory and orders for most swag items.
Salesforce is the CRM platform we use to support the Education, Open Source and Startup Programs.
Stickermule is the swag platform used to print and order custom stickers.
TanukiDesk is an in-house open source project. Its goal is to provide bidirectional communication between Zendesk and Disqus/HackerNews.
We're currently utilizing this app to work on Disqus mentions via TanukiDesk Disqus Channel app.
Purpose: The purpose of this shadow program is to build effective collaboration and community building strategies between the Community Advocates and the Social Media team.
The planning of this process can be followed on this GitLab issue.
Community Channel Response Time is the time between an inbound message and the first-reply time. The current goal is to be under 7 hours for all channels and under 5 hours for high-priority channels. This response time is currently tracked in Zendesk.
Each month the marketing team hosts a Key Monthly Marketing Metics meeting. The advocates team is responsible for updating relevant data in the presentation slides.
Each quarter we define and have the opportunity to share our OKRs publicly. An advocate is responsible for creating an epic from the content in the quarter's OKR page by following the steps listed below.
Translating our OKRs into an epic each quarter is in line with our transparency value, and it helps us collaborate better as a team when it comes to our objectives and key results.
New Epicbutton in the upper right corner and follow the title naming convention "FY2X-QX OKR: enter name of OKR " (ex. FY21-Q1 OKR: Scale Community Advocates team)