A bit of inside baseball: if you look at @SlackHQ's replies rn, you'll notice that the replies are coming faster than any one person is capable of making and they're not canned responses. That's bc Slack has a world class support org and everyone is trained on the Slack "voice."
In addition to that, *everyone* (and I truly mean everyone) does support @SlackHQ, so when it's all hands on deck time, nearly anyone can pitch in, because they already know the ropes. slackhq.com/several-people…
Tweeters get a bit more training, but anyone in the company can do it.
The everyone does support model not only makes it so anyone can pitch in when Customer Experience needs an assist, it gives everyone at the company an idea of what @SlackHQ customers are experiencing, building understanding of and empathy for the customers. It's awesome.
I'm tired of having Diversity and Inclusion 101 conversations. The reading is out there. The countless talks and panels are out there. If you don't understand the basics by now, I have to to assume you either don't want to do the work or don't want to understand.
We've been at 101 for years. Imagine repeating the same freshman level class for 4 years. It's time to move into the more nuanced discussions. It's time to finally talk about racism and how it permeates every single tech company and platform and what impact that is having.
I don't want to hear about diversity numbers, unless you're talking about promotion, retention, & equity. I don't want to hear about how much you care about women unless you've pledged to stop silencing them with NDAs and to rescind the harassment based NDA's that exist.