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Atlassian Q&A - Inside and Out

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  • 1. Atlassian Q&A INSIDE AND OUT JEREMY LARGMAN JOHN WETENHALL • • KNOWLEDGE GURU • ATLASSIAN CONFLUENCE MARKETING MANAGER • • @J_LARGE ATLASSIAN • @JPWETENHALL
  • 2. MAGIC OF ANSWERS JEREMY LARGMAN • KNOWLEDGE GURU QUESTIONS IS BORN JOHN WETENHALL • GUY MARKETING
  • 3. Atlassian Q&A INTRO D U C TIO N MA GIC BEH IND A NS WERS MA GIC BEH IND QU ES TIO NS H O W C A N YO U D O IT ?
  • 4. Who’s Jeremy?
  • 5. Answers is a success... 2.2 Million Visitors Over 50K Questions (150 per day) 90% Answer rate (StackOverflow is 77%) 40% Answered in under 1 hour
  • 6. Not just a tool... It’s an experience
  • 7. Why do we need Answers? Support was growing fast Many Add-ons are out of support scope Atlassian has a self-service model Allow customers to help themselves The Atlassian Community is powerful
  • 8. Atlassian Q&A INTRO D U C TIO N MA GIC BEHF A NS WERS ? MA GIC O IND A NS WERS MA GIC BEH IND QU ES TIO NS H O W C A N YO U D O IT ?
  • 9. How do you create Answerers?
  • 10. GAMIFICATION WORKS! NATURAL GROWTH
  • 11. Gamification works
  • 12. GAMIFICATION WORKS! NATURAL GROWTH NEEDS A PUSH SUPPORT TEAM JUMPS ON
  • 13. GAMIFICATION WORKS! NATURAL GROWTH NEEDS A PUSH SUPPORT TEAM JUMPS ON REDESIGN CRITICAL MASS
  • 14. Who’s John?
  • 15. Atlassian Q&A INTRO D U C TIO N MA GIC BEH IND A NS WERS MA GIC BEHF QU QU ES TIO? MA GIC O IND ES TIO NS NS H O W C A N YO U D O IT ?
  • 16. Questions at work
  • 17. Email?
  • 18. (Hip)Chat?
  • 19. 60% of workers email/IM colleagues Source: CMS Wire, "Enterprises Waste Time Searching for Documents"
  • 20. Do you like answering those questions?
  • 21. What’s wrong?
  • 22. 65% of information is exchanged via email Source: Huddle, "State of the Enterprise Information Landscape." 
  • 23. What did we build?
  • 24. Essential features topics people gamificati on
  • 25. It was an experiment
  • 26. At first, a trickle
  • 27. (success)
  • 28. Atlassian adoption
  • 29. Open company, no bull$h!t
  • 30. Topics BROWSE BY TOPIC
  • 31. “ What questions can I answer at the September Sydney all-staff? SCOTT FARQUHAR, CO-FOUNDER ”
  • 32. ADD TOPICS
  • 33. Michael Dev Lead Sherif Product Manager Dominic Engineering
  • 34. Dana Finance Brad Systems Architect
  • 35. Voting VOTE FOR ANSWERS
  • 36. Voting
  • 37. New hires
  • 38. Issac Anna New guy Confluence Developer Atlassian veteran Confluence Developer
  • 39. “ What are some great links and resources for a new developer? ISSAC GERGES, NEW CONFLUENCE DEVELOPER ”
  • 40. Issac’s question TOPICS
  • 41. Watch topics of interest CLICK TO WATCH
  • 42. Answer!
  • 43. No picture?
  • 44. Discover questions QUESTIONS IN SEARCH
  • 45. “ How can I update my photo on directory.atlassian.com? KRZYZSTOF PIWOWAR ”
  • 46. @ mentions connect Q to A @ MENTION COLLEAGUES
  • 47. Problem solved!
  • 48. the list goes on...
  • 49. Atlassian Q&A INTRO D U C TIO N MA GIC BEH IND A NS WERS MA GIC BEH IND QU ES TIO NS H O W C A N YO U D O IT ?
  • 50. Discovery Topics FOUNDERS DEVELOPMENT JIRA BEER Search
  • 51. Discovery Popular
  • 52. Connecting Q with A @ mentions Watch topics
  • 53. Validation Voting Experts
  • 54. 1. Think longterm
  • 55. 2. Seed content
  • 56. 3. Enlist help Internal Experts Executives
  • 57. 4. Identify incentives
  • 58. Sign up for the beta! atlassian.com/questions We love feedback!
  • 59. Rate this Talk Atlassian Q&A - Inside and Out Text code below to 22333 or visit http://bit.ly/18efjJ2 MEH = 1F NO T BA D = 1G P R ET T Y GO O D = 1H A WES O ME = 1I To join this session, send text 136888 to