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.
Remember that you represent GitLab and our culture. When commenting on posts please keep in mind: "Don't argue but represent".
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.
Please do not engage in competitor bashing. Instead, highlight positive differences — it's best to focus on the ways that GitLab outperforms other solutions.
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.
Profile assets for social media can be found in the corporate marketing repository
Please do not use the GitLab logo as the avatar for your personal accounts on social. You are welcome to use our branded banners, but it is important that your profile avatar does not lead users to confuse your account with the official GitLab accounts.
While you should display the fact that you work at GitLab in your bio if you intend to advocate for GitLab on social, we suggest that you avoid including the word
gitlab in your handle. Team member advocacy is incredibly valuable and we are lucky to have so many engaged team members, but creating an account to solely post about GitLab is not effective. The reason team member advocacy is so powerful is because people trust employees more than brands and executives. Your advocacy is powerful when it is authentic, and having an account that only exists to promote GitLab will not ring true to others who browse your tweets.
For more info on representing GitLab on social, please see the social marketing handbook.