How to run the X Gov Slack channel - alphagov/notifications-manuals GitHub Wiki

Team members

Enter your Display name like this:

Saima Ghafoor - GOV.UK Notify

Including ‘GOV.UK Notify’ tells other users which responses come from members of the team.

To encourage users to engage with us, we should introduce who is on Slack each day.

For example:

Hi, Saima here to help today with any questions about GOV.UK Notify.

If there’s more than one person on Slack then both names should be included in the introductory message. The admin responsible for updating the #govuk-notify description should post the introductory message on the X Gov Slack channel.

Replying to questions

If a user asks a general question, we can let users know they can search for the answer using the search bar.

We should also signpost users to the Notify website for answers where possible.

Push messages

We should announce new features in the Slack channel.

We can also post about:

newsletters
updates to the roadmap
good news stories (could get involvement/ engagement from the user community to share how notify has helped)
recruiting users for any research

Incident status updates

Post the system status update messages in Slack with a link to the page. Encourage users to subscribe to the system status update page for updates.

Code of conduct

Slack channel admins may need to remove any posts and responses that:

have sensitive information such as security codes or passwords
have personal information that could identify an individual such as name, date of birth or contact information
could be deemed offensive or aggressive

Admins should use their judgement on what posts to remove or edit. If in doubt, ask the team for help.

Find further guidance on civil servants’ behaviour in the Civil Service Code.

The team code of conduct includes:

writing in plain English where possible
replying directly to messages in a thread to keep the conversation flowing
using direct message with a user if a topic contains sensitive or personal information