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Documentation Domination: How to Build a Knowledge Sharing Culture in 4 Easy Steps
1. Liz Gray
Knowledge Management Lead
Braintree
@elcgray
Documentation Domination:
Carolyn Sinon
Technical Communicator
Braintree
@carolynsinon
How to Build a Knowledge Sharing
Culture in 4 Easy Steps
2. Worked at Braintree for the
past four years, founded
Docs team in 2014
Moved into education as
Director of Technology
Started working in
tech at Apple
Liz Gray: Knowledge Management Lead
3. Function as the Operations
Liaison for Braintree’s
Documentation team
Started working in tech
at Groupon
Carolyn Sinon: Technical Communicator
Focus: Community and
collaboration
44. We asked
ourselves Why does it matter that they
contribute?
Why is it valuable to them?
How do we get people to
want to be involved?
What happens if they don’t?
59. • How regularly do you use the wiki?
• How critical is it to your job?
• How accurate is it?
• How easily can you find what you need?
• What would you like to see change
or improve?
61. What we
learned
May 2015
The wiki is considered to be a
necessary tool for employees, but
the accuracy of some of the
information is still questionable
62. What we’re
doing
Start at the door
Ensure that wiki training is a part of
every new hire’s education
Continuing education
Introduce tips and tricks for better
wiki use via Weekly Update PSAs
Dedicated resources
Hire someone to focus entirely on
improving the wiki
77. • Create a taxonomy
• Establish a controlled vocabulary
• Eliminate outdated and duplicate
information
• Identify content experts that can help
oversee quality and accuracy of
department-specific content
• Establish a tiered permission structure