Responding to forum post (Major technical/change annoucements)
In some cases, when a major technical or change announcement is made, intense community participation and/or reaction is pre-anticipated. To handle these situations in a productive and consistent manner, the Community Management Team has established (and is evolving) the following process.
These announcements usually comprise of:
- an official announcement on forums.rocket.chat by CEO / CTO (or other executives)
- a detailed technical document, linked to via the announcement, that explore in total technical details the actual change or elements of the announcement
- an Frequently Answered Question document capturing the official answer to the most anticipated and most asked questions
These announcements also usually involve:
- product management team representing the need for change, or the rationale for the implementation
- product engineering team and members for the detailed technical interactions that are often required
- public relations team member to ensure responses are consistent with the voice of the company
- documentation team member to revise the technical document "Live", as well as tweaking the FAQ as more responses are created
- community team member to handle the actual response and to make sure community comments are adequately addressed and technical matter adequately resolved
Responding to forum posts - an evolving process
- 1.Transcribe : Community team member transcribe the forum post content onto the worksheet (or Clickup) to start the workflow
- 2.Draft Answer - Depending on the nature of the query, different team members should draft the initial answer: * in-depth technical answer will require product engineering team member * product feature related answers will require product management team member * other queries are most likely answerable by community team member directly
- 3.One voice alignment - member of public relations team will review the draft answer and rewrite / modify to enforce the company one-voice alignment. This step can be done asynchronously depending on the situation. The one voice alignment may require an update of the response in an asynchronous case.
- 4.Final message tweak - the member answered in 2 can have a final message tweak based on the adjustment in 3.
- 5.Final approval - this approval before posting should be performed by a product team member.
- 6.Posting - this is done by a community team member.
- 7.FAQ edition - documentation team member will review the post to determine if a question should be added to the FAQ
A member of the Community Management Team should own, co-ordinate and run the process during the response period of the announcement.