From ac35c17c7ac561d65edc9d57878838ca80cc7e0b Mon Sep 17 00:00:00 2001 From: zackdotcat Date: Tue, 7 Jan 2025 15:24:58 -0500 Subject: [PATCH] Init --- .../community/guides/syften-keyword-alerts.md | 129 ++++++++++++++++++ docs/community/index.md | 8 +- 2 files changed, 136 insertions(+), 1 deletion(-) create mode 100644 docs/community/guides/syften-keyword-alerts.md diff --git a/docs/community/guides/syften-keyword-alerts.md b/docs/community/guides/syften-keyword-alerts.md new file mode 100644 index 000000000..213e43026 --- /dev/null +++ b/docs/community/guides/syften-keyword-alerts.md @@ -0,0 +1,129 @@ +# Syften Keyword Alerts + +!!! info "Tip" + Have you been assigned a keyword alert task and are looking for what to do? + See the [replying to users](#replying-to-users) or [documenting keyword alerts](#documenting-keyword-alerts) sections for next steps. + + +**Keyword alerts** refer to Mathesar-related keywords tracked across the web. We use a tool called [Syften](https://syften.com/) to monitor these keyword alerts, similar to Google Alerts, but more robust and tailored to technical products like Mathesar. + +Keyword alerts need to be **triaged daily** to ensure timely engagement, community building, and brand reputation management. + +## Understanding keyword alerts + +We currently classify three types of keyword alerts. In order of their importance, they are: + +1. **Mention**. + Direct references to Mathesar. Actual discussions or mentions of our product in technical contexts (e.g., blogs, forums, social media). These are occasionally references to _Galaxy Quest's_ character of the same name. These mentions help us: + - Collect user feedback. + - Understand where users are coming from. + - Find opportunities to respond to users directly. +1. **Recommendation**. + Opportunities to recommend Mathesar to users of competitors, spreadsheets, or other products. these mentions help us: + - Promote Mathesar to new users. + - Identify user pain points. +2. **Competitor**. + References to competing products. These mentions help us: + - Identify user pain points. + - Discover feature requests or gaps in competitors' products. + - Gauge general sentiment and understand use cases within our space. + +Keyword alerts are configured in [Syften](https://syften.com/setup). + +## Daily keyword alert triage + +!!! info "Tip" + See the [daily checklist](#daily-tca-checklist) for a systemized "runbook" of the approach outlined here. + + +Keyword alerts are triaged daily by the Technical Community Advocate (TCA). A [script](https://github.com/mathesar-foundation/mathesar-infrastructure/actions/workflows/syften-to-asana.yml) runs every 30 minutes to convert the keyword alerts to asana tasks in the ["Community - Syften Keyword Alerts"](https://app.asana.com/0/1208897974386293/1208899405158619) Asana project. + +The goals of the triage are to: + +1. Close inactionable, irrelevant keyword alerts +1. Identify keyword alerts that need a response from the Mathesar team. + - User support + - User feedback + - Opportunities to recommend Mathesar in a natural, relevant way. +1. Identify product feedback and user pain points to document, including from competitor and recommendation alerts. + +### Assessing keyword alerts + +Each keyword alert should be evaluated for any action items. If the keyword alert is actionable it should be moved to either the "Reply to user" or "Document" sections in Asana. If neither of these sections seem appropriate for an alert, it likely isn't actionable! Keyword alerts moved to these categories are assigned to a Mathesar maintainer and given a due date by the TCA. + +The TCA will leave on each task explaining its importance. For example: + +- The keyword alert: "I am running nocodb and n8n currently. What are the benefits of using Postgres instead of sticking with what nocodb defaults with (i think it’s SQLite)?" +- The task comment: "This user wants to learn more about Postgres. We should provide general advice but disclose we work on a competing product called Mathesar {link to our homepage}" + +Keyword alerts are **not actionable** when: + +- The mention is not about Mathesar, a competing product, or the data needs of a potential user. + - Examples: + - "Mathesar was my favorite character in Galaxy Quest!" + - Social media posts mentioning "Mathesar" in unrelated contexts like gaming or pop culture. + - Repeated or low-value mentions like SEO-generated spam posts. +- The mention is a duplicate of an already reviewed entry. + +#### Response schedule + +Ideally users are responded to **as quickly as possible** by the assignee. Social media communications move quickly. Other products in this space also monitor their keyword alerts and perform similar outreach. + +- Replies to users: **1 business day** +- Documentation: **2-3 business days** + +It is important that we reply to users as quickly as possible and prioritize outreach over documentation. + +### Assigning maintainers + +Keyword alert tasks should be assigned to the most appropriate team member based on complexity and expertise, starting with @amandaj, then progressing to engineers or leads as needed. + +Through this process we should develop and maintain a list of stock replies ([link here when created]()) to facilitate quick responses to common keyword alert types. + +### Questions and feedback +If you have questions about this process of suggestions to improve it, feel free to reach out to community@mathesar.org with your ideas. + +--- + + +## Daily TCA checklist + +This is the checklist for the daily triage of Keyword Alerts used by the Technical Community Advocate. + +!!! info "Tip" + If you do not see a particular category visible in Asana, it means there are currently no keyword alerts for that category. + +In the [Syften Keywords Asana project](https://app.asana.com/0/1208897974386293/1208899405158619): + +- [ ] 1. Check the ["past due" tab](https://app.asana.com/0/1208897974386293/1209010181792987) of the Asana project for any overdue replies or documentation. Ping the assignees of these tasks in the comments of the task. If tasks are repeatedly past due or require urgent atention, reach out to the assignee more directly using your preferred method (DM, email, etc.) +- [ ] 2. In the [todo tab](https://app.asana.com/0/1208897974386293/1208899405158619), Review the "Mention" category. + - [ ] Move actionable tasks requiring a reply to the "Reply to user" section, [assign a maintainer](#assigning-maintainers), and leave a comment with context. Set the due date to the end of the next business day. + - [ ] Move actionable keyword alerts that do not require a response to the "Document" section and assign a maintainer to respond within 2-3 business days. Be sure to leave a comment explaining what should be documented. + - [ ] Mark all non-actionable tasks as completed and leave a comment explaining why they were not actionable. +- [ ] 3. In the [todo tab](https://app.asana.com/0/1208897974386293/1208899405158619), review the "Recommendation" category. + - [ ] Move actionable tasks requiring a reply to the "Reply to user" section, [assign a maintainer](#assigning-maintainers), and leave a comment with context. Set the due date to the end of the next business day. + - [ ] Move actionable keyword alerts that do not require a response to the "Document" section and assign a maintainer to respond within 2-3 business days. Be sure to leave a comment explaining what should be documented. + - [ ] Mark all non-actionable tasks as completed and leave a comment explaining why they were not actionable. +- [ ] 4. In the [todo tab](https://app.asana.com/0/1208897974386293/1208899405158619), Check the "Competitor" category. + - [ ] Move actionable tasks requiring a reply to the "Reply to user" section, [assign a maintainer](#assigning-maintainers), and leave a comment with context. Set the due date to the end of the next business day. + - [ ] Move actionable keyword alerts that do not require a response to the "Document" section and assign a maintainer to respond within 2-3 business days. Be sure to leave a comment explaining what should be documented. + - [ ] Mark all non-actionable tasks as completed and leave a comment explaining why they were not actionable. + + +## Replying to users + +If you've been assigned a user reply, follow the below steps: + +1. Read the original keyword alert and any comments left on the Asana task. +2. Draft your reply and leave it as an Asana comment. +3. Assign the Asana task back to the Technical Community Advocate (TCA) for review. +4. When your reply is approved, post it and leave a link on the Asana task. +5. Mark the task as completed. +6. Log the interaction in the [CRM](https://github.com/mathesar-foundation/mathesar-internal-crm). + +## Documenting keyword alerts + +!!! warning "TODO" + We need a process for documenting "competitors" and "competitor" feature requests. Really, a mechanism to track broad user needs across the "database-backed spreadsheet" ecosystem. + +For now, responses to keyword alerts should be documented in our [CRM](https://github.com/mathesar-foundation/mathesar-internal-crm). diff --git a/docs/community/index.md b/docs/community/index.md index dbbad0c0a..13ef38e81 100644 --- a/docs/community/index.md +++ b/docs/community/index.md @@ -19,6 +19,12 @@ The Mathesar team does most of our work in public communication channels, which See [GSoC](./gsoc/) for information about Mathesar's participation in GSoC. +## Community Management + +### Guides + +- [Syften Keyword Alerts Guide](guides/syften-keyword-alerts.md) + ## Future Plans Some ideas we're considering in the future to grow the community: @@ -30,4 +36,4 @@ Some ideas we're considering in the future to grow the community: Let us know if you have more ideas! ## Resources -- The [GitLab Community Relations handbook](https://about.gitlab.com/handbook/marketing/community-relations/) might be useful reading for how to approach growing our community. \ No newline at end of file +- The [GitLab Community Relations handbook](https://about.gitlab.com/handbook/marketing/community-relations/) might be useful reading for how to approach growing our community.