Hello, I am new to the GitLab forum!
I’ve recently joined an open source team who are trying to manage support burnout and a focal point of my role is to help with this, in part by building a knowledge base. I am looking for a document that describes this once-upon-a-time feature of responding to a thread with an ⏏️ emoji (I think it might have once been mentioned in the GitLab corporate handbook, but perhaps it has been removed…)
As y’all likely already know plenty well, the handbook describes culture with “remote-first” values and a “handbook-first” approach to organizing. The idea being, “if it’s not in the docs, it should be” – my recollection is something like, a Slack emoji reaction of “eject”, or thread response, would trigger some workflow to help remove friction and ensure that things reliably get documented when needed.
I have suggested this idea to several teams over the past few years, I remember finding in the GitLab handbook, (at least I think so, I attribute it to GitLab handbook…) that after answering someone’s FAQ in a chat channel or git issue report of some kind, you can reply to the thread with an Eject emoji “⏏️” which someone on a documentation team can later search for and follow up, (or a robotic process would follow up) to create a piece of documentation, issue report about missing docs, etc. to be sure that action is taken re: adding or clarifying some docs.
However I can not find any reference to this today, searching the handbook, it’s almost like this was never in the GitLab handbook, and maybe I got it from somewhere else altogether! Is my memory faulty? Did this idea originally come out in the GitLab handbook or values doc?
Are there any people reading now that remember this idea, or perhaps even remember if it was once in the handbook but has since been removed? I’m looking for a reference to cite, so I don’t have to explain it again for the first time; I know I got this idea from somewhere, and in particular I’m wondering if it fell out of favor, turned out to not be a very good idea, etc. I’d love to hear from someone who remembers, and if applicable, find out more about what didn’t work.
My team liked the idea, I’m on the hook to describe it more fully so we might try it out, but if it was removed and didn’t go so well, I’d love to hear more from anyone that remembers about this practice.