- I expect you to act like a group of friends who care about each other, no matter how much some of us might disagree, no matter what political opinions some of us hold, no matter what games some of us like or dislike. We're a community of many types of people, who all have the right to feel comfortable. Offer honest help, thank people for useful posts, and be patient with others (some of us are not as technical as others)!
Share your own content.
- Respect the copyright of others. This means don't take other people's words and pass them off as your own.
- Do you have something interesting to add to a conversation or a question? Don't just pass through; add your voice to the conversation, and earn points, rewards and status while you're at it!
- Maybe someone else has already asked your question? We have federated search which aggregates all of the content across our community, marketo.com, our partner sites and more. Take a look through the suggested content before posting.
Keep it clean.
- Most people use the Marketo Community from work. Would your boss like to see you looking at that junk?
Don’t be a spammer.
- Although we are all marketers, no one wants to read spammy “marketing messages” and we don't want money from a Nigerian bank.
- Customers benefit from the knowledge and expertise consultants and partners provide in Community but what they don't want to hear is a sales pitch. Don't push your services or products in Community.
Don’t just go fishing
- Don't link users to a form to collect emails on your site.
Don’t be a troll.
- If you don’t want that said about your mother, neither would the other guy.
Don't be a hater.
- Hate is easy to recognize. Cruelty is easy to recognize. We don't tolerate these in our community.
- Types of harmful patterns that hurt overall community health:
- Endless Contrarianism: Disagreement is fine, even expected, provided people can disagree in an agreeable way. But when someone joins your community for the sole purpose of disagreeing, that's Endless Contrarianism
- Axe-Grinding: Part of what makes discussion fun is that it's flexible; a variety of topics will be discussed, and those discussions may naturally meander a bit within the context defined by the site and whatever categories of discussion are allowed there. Axe-Grinding is when a user keeps constantly gravitating back to the same pet issue or theme for weeks or months on end
- Griefing: In discussion, griefing is when someone goes out of their way to bait a particular person for weeks or months on end. By that I mean they pointedly follow them around, choosing to engage on whatever topic that person appears in, and needle the other person in any way they can, but always strictly by the book and not in violation of any rules… technically.
- Persistent Negativity: If you've seen SNL's Debbie Downer skit, you know what we're talking about. Nobody expects discussions to be all sweetness and light, but never ending vitriol and negativity are giant wet blankets. It's hard to enjoy anything when someone's constantly reminding you how terrible the world is. Persistent negativity is when someone's negative contributions to the discussion far outweigh their positive contributions.
- Ranting: Discussions are social, and thus emotional. You should feel something. But prolonged, extreme appeal to emotion is fatiguing and incites arguments. Nobody wants to join a dry, technical session at the Harvard Debate Club, because that'd be boring, but there is a big difference between a persuasive post and a straight-up rant.
- Grudges: In any discussion, there is a general expectation that everyone there is participating in good faith – that they have an open mind, no particular agenda, and no bias against the participants or the topic. While short term disagreement is fine, it's important that the people in your community have the ability to reset and approach each new topic with a clean(ish) slate. When you don't do that, when people carry ill will from previous discussions toward the participants or topic into new discussions, that's a grudge.
Ultimately, the admins reserve the right to remove your posts or even your account if it’s felt to be obstructive for the Marketo Community. Read how we deal with violations here.
- The abuse management section was not created because Marketo was looking for ways to discipline our customers, but instead to create a clear understanding of how we deal with unpleasant situations within the community.
We have created these guidelines to ensure that everyone within the community has a great experience. If you don't feel that you can abide by the Community Guidelines as illustrated above, maybe the Marketo Community isn't for you. The Marketo Community is not an official technical support channel. While Marketo employees will participate, they are not always first line responders. They will help provide an answer to a question only if the Community cannot provide an answer within a certain time frame after the question is initially posted. For official support, please contact your Support team through regular channels.
If you ever have any questions or comments, we'd love to hear from you. Please feel free to drop our Community Manager a line.
- First occurrence: Private reminder that the behavior is inappropriate according to our guidelines.
- Second occurrence: Private message warning the user that any additional violations will result in removal from the community.
- Third occurrence: Depending on the violation, may include account deletion or banning.
- Violations are forgiven after 6 months of good behavior.
- Minor formatting / style infractions will be dealt with through education, not the 3 strikes process.
- Extreme violations of a threatening, abusive, destructive or illegal nature will be addressed immediately and are not subject to 3 strikes.
- Contact the Community Manager firstname.lastname@example.orgJanet Dulsky to report abuse or appeal violations (mistakes happen & will be corrected).