From e19a4e2cf50ac781eda541ef0b4cd23a805c18ab Mon Sep 17 00:00:00 2001 From: Mike McNeil Date: Fri, 9 Jul 2021 11:53:14 -0500 Subject: [PATCH] Add tips for moderating comments diplomatically --- handbook/support-process.md | 6 ++++-- 1 file changed, 4 insertions(+), 2 deletions(-) diff --git a/handbook/support-process.md b/handbook/support-process.md index a7298cbc7e..9cf13d7090 100644 --- a/handbook/support-process.md +++ b/handbook/support-process.md @@ -34,7 +34,9 @@ This way, the Fleet team can constantly improve the effectiveness and experience - If you do not understand the question or comment raised, [request more details](#requesting-more-details) to best understand the next steps. -- If an appropriate response is outside your scope, please post to #oncall-chatter, an internal slack channel designed to filter community support questions to the Fleet team. +- If an appropriate response is outside your scope, please post to `#oncall-chatter`, a confidential Slack channel in the Fleet Slack workspace. + +- If things get heated, remember to stay [positive and helpful](https://canny.io/blog/moderating-user-comments-diplomatically/). If you aren't sure how best to respond in a positive way, or if you see behavior that violates the Fleet code of conduct, get help. #### Requesting more details @@ -86,4 +88,4 @@ There are several locations in Fleet's public and internal documentation that ca 1. The frequently asked question (FAQ) documents in each section found in the `/docs` folder. These documents are the [Using Fleet FAQ](../docs/1-Using-Fleet/FAQ.md), [Deploying FAQ](../docs/2-Deploying/FAQ.md), and [Contributing FAQ](../docs/3-Contributing/FAQ.md). -2. The [Internal FAQ](https://docs.google.com/document/d/1I6pJ3vz0EE-qE13VmpE2G3gd5zA1m3bb_u8Q2G3Gmp0/edit#heading=h.ltavvjy511qv) document. \ No newline at end of file +2. The [Internal FAQ](https://docs.google.com/document/d/1I6pJ3vz0EE-qE13VmpE2G3gd5zA1m3bb_u8Q2G3Gmp0/edit#heading=h.ltavvjy511qv) document.