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Update product office hours (#9744)

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Co-authored-by: Mo Zhu <mozhu@mos-macbook-air.lan>
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4
handbook/customers/README.md
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@ -440,8 +440,8 @@ The following table lists the Customer's group's rituals, frequency, and Directl
| Internal follow-up | Daily | Go through Fleet's internal Slack channels to check for any relevant new information or tasks from other teams. | Kathy Satterlee |
| [Customer voice](https://docs.google.com/document/d/15Zn6qdm9NyNM7C9kLKtvgMKsuY4Hpgo7lABOBhw7olI/edit?usp=sharing) | Weekly | Prepare and review the health and latest updates from Fleet's key customers and active proof of concepts (POCs), plus other active support items related to community support, community engagement efforts, contact form or chat requests, self-service customers, outages, and more. | Kathy Satterlee |
| Stand-up | Weekly | Meet with the Engineering team three to four times a week to share information and prioritize issues. | Kathy Satterlee |
| Customer request backlog | Weekly | Check-in before product office hours to make sure that all information necessary has been gathered before presenting customer requests and feedback to the Product team. | Kathy Satterlee |
| Product office hours | Weekly | Present and advocate for requests and ideas brought to Fleet's attention by customers that are interesting from a product perspective. | Kathy Satterlee |
| Customer request backlog | Weekly | Check-in before the 🗣️ Product Feature Requests meeting to make sure that all information necessary has been gathered before presenting customer requests and feedback to the Product team. | Kathy Satterlee |
| 🗣️ Product Feature Requests | Weekly | Present and advocate for requests and ideas brought to Fleet's attention by customers that are interesting from a product perspective. | Kathy Satterlee |
| Customer meetings | Weekly | Check-in on how product and company are performing, provide updates on new product features or progress on customer requests. These are private meetings with one meeting for each individual commercial customer. | Kathy Satterlee |
| Release announcements | Every three weeks | Update customers on new features and resolve issues in an upcoming release. | Kathy Satterlee |
| Sales huddle | Weekly | Agenda: Go through every [open opportunity](https://fleetdm.lightning.force.com/lightning/o/Opportunity/list?filterName=00B4x00000CTHZIEA5) and update the next steps. | Alex Mitchell

26
handbook/product/README.md
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@ -154,7 +154,7 @@ What happens during priority drafting?
## Planning
- The intake process for a given group (how new issues are received from a given requestor and estimated within the group's timeframe) is up to each group's PM. For example, the Interface group's intake process consists of attending Interface PM's office hours and making a case, at which time a decision about whether to draft an estimate will be made on the spot.
- The intake process for a given group (how new issues are received from a given requestor and estimated within the group's timeframe) is up to each group's PM. For example, the Interface group's intake process consists of attending the 🗣️ Product Feature Requests meeting and making a case, at which time a decision about whether to draft an estimate will be made on the spot.
- New unestimated issues are created in the Planning board, which is shared by each group.
@ -319,9 +319,9 @@ We track competitors' capabilities and adjacent (or commonly integrated) product
## Intake process
Intake for new product ideas (requests) happens at the 🗣 Product office hours meeting.
Intake for new product ideas (requests) happens at the 🗣 Product Feature Requests meeting.
At the 🗣 Product office hours meeting, the product team weighs all requests. When the team weighs a request, it is prioritized or put to the side.
At the 🗣 Product Feature Requests meeting, the product team weighs all requests. When the team weighs a request, it is prioritized or put to the side.
The team prioritizes a request when the business perceives it as an immediate priority. When this happens, the team sets the request to be estimated or deferred within five business days.
@ -341,24 +341,24 @@ greater Fleet community.
At Fleet, we tell the requestor whether their
request is prioritized or put to the side within one business day from when the team weighs the request.
The 🗣 Product office hours meeting is a recurring ritual to make sure that the team weighs all requests.
The 🗣 Product Feature Requests meeting is a recurring ritual to make sure that the team weighs all requests.
### Making a request
To make a request or advocate for a request from a customer or community member, Fleet asks all members of the organization to add their name and a description of the request to the list in the [🗣 Product office hours Google
To make a request or advocate for a request from a customer or community member, Fleet asks all members of the organization to add their name and a description of the request to the list in the [🗣 Product Feature Requests Google
doc](https://docs.google.com/document/d/1mwu5WfdWBWwJ2C3zFDOMSUC9QCyYuKP4LssO_sIHDd0/edit#heading=h.zahrflvvks7q).
Then attend the next scheduled 🗣 Product office hours meeting.
Then attend the next scheduled 🗣 Product Feature Requests meeting.
All members of the Fleet organization are welcome to attend the 🗣 Product office hours meeting. Requests will be
All members of the Fleet organization are welcome to attend the 🗣 Product Feature Requests meeting. Requests will be
weighed from top to bottom while prioritizing attendee requests.
This means that if the individual that added a feature request is not in attendance, the feature request will be discussed towards the end of the call if there's time.
All 🗣 Product office hours meetings are recorded and uploaded to the [🗣 Product office hours
All 🗣 Product Feature Requests meetings are recorded and uploaded to the [🗣 Product Feature Requests
folder](https://drive.google.com/drive/folders/1nsjqDyX5WDQ0HJhg_2yOaqBu4J-hqRIW) in the shared
Google drive.
Each week Noah Talerman follows the [directions in this document](https://docs.google.com/document/d/1MkM57cLNzkN51Hqq5CyBG4HaauAaf446ZhwWJlVho0M/edit?usp=sharing) (internal doc) and a backup copy of the Product office hours document is created and dropped in the [Product office hours backup folder](https://drive.google.com/drive/folders/1WTSSLxA-P3OlspkMKjlRXKjzZsDRoe-4?usp=sharing) in the shared drive.
Each week Noah Talerman follows the [directions in this document](https://docs.google.com/document/d/1MkM57cLNzkN51Hqq5CyBG4HaauAaf446ZhwWJlVho0M/edit?usp=sharing) (internal doc) and a backup copy of the 🗣️ Product Feature Requests document is created and dropped in the [🗣️ Product Feature Requests backup folder](https://drive.google.com/drive/folders/1WTSSLxA-P3OlspkMKjlRXKjzZsDRoe-4?usp=sharing) in the shared drive.
## Usage statistics
@ -374,9 +374,10 @@ Directly Responsible Individuals (DRI) engage in the ritual(s) below at the freq
| Ritual | Frequency | Description | DRI |
|:-----------------------------|:-----------------------------|:----------------------------------------------------|-------------------|
| 🗣 Product office hours | Weekly (Tuesdays) | We make a decision regarding which customer and community feature requests can be committed to in the next six weeks. We create issues for any requests that don't already have one. | Mo Zhu |
| 🗣 Product Feature Requests | Weekly (Tuesdays) | We make a decision regarding which customer and community feature requests can be committed to in the next six weeks. We create issues for any requests that don't already have one. | Mo Zhu |
| 🗣️ Product Feature Requests prep and cleanup | Weekly (Tuesdays) | Every week a backup doc is created to accompany the 🗣️ Product Feature Requests event | Mo Zhu |
| 🗣 Product Office Hours | Weekly (Thursdays) | Ask questions to the product team | Mo Zhu |
| ✨ Product design review | Weekly (Thursdays) | The Product team discusses "ready for review" items and makes the decision on whether the UI changes are ready for engineering specification and later implementation. | Noah Talerman |
| Product office hours doc prep | Weekly | Every week a backup doc is created to accompany the Product office hours event | Mo Zhu |
## Slack channels
@ -385,7 +386,8 @@ This group maintains the following [Slack channels](https://fleetdm.com/handbook
| Slack channel | [DRI](https://fleetdm.com/handbook/company#why-group-slack-channels)|
|:------------------------------------|:--------------------------------------------------------------------|
| `#help-product` | Mo Zhu |
| `#g-mdm` | Mo Zhu |
| `#g-mdm` | Noah Talerman |
| `#g-customer-experience` | Zay Hanlon |
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<meta name="title" value="⚗️ Product">