Cultivating Content: Designing Wiki Solutions That Scale

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Cultivating Content: Designing Wiki Solutions That Scale

  1. 1. 8 November 2013 Cura%ng  Content:     Designing  Wiki  Solu%ons  that  Scale   Rebecca  Glassman   Opower  Product  Documenta6on  Manager  
  2. 2. Opower   •  So9ware  company  that  partners  with   u%li%es  that  want  to  help  their   customers  save  energy   •  6  minutes   •  Mo%vate  people  to  pay  a?en%on  and   change  their  behavior              
  3. 3. 3  Terawa?s  Saved   $325,000,000+  
  4. 4. Products   •  Printed  Home  Energy  Reports   •  Email  Reports   •  Web,  Mobile,  and  Thermostat  Apps   •  Alerts   •  Many  more!      
  5. 5. Opower  Product  Docs   •  Audiences   –  Opower  employees   –  U%li%es   –  U%lity  customers   •  Deliverables   –  Confluence  knowledge  base   –  Online  help   –  API  guides   –  Many  more!  
  6. 6. The Best Laid Plans… 8 November 2013 OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 6
  7. 7. One  month   100,000+  views     8 November 2013 OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 7
  8. 8. =  121,000  Page  Views    
  9. 9. The Best Laid Plans… 8 November 2013 OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 9
  10. 10. 25,000+  Pages   600+  Month   8 November 2013 OPOWER CONFIDENTIAL: DO NOT DISTRIBUTE 10
  11. 11. Hyper-­‐growth  is  a  hyper-­‐problem  for   knowledge  management.  
  12. 12. Opower  at  Scale   •  Hiring  and  onboarding  constantly   •  Mul%ple  product  lines   •  Itera%ve  development   •  Interna%onal  clients  and  offices     •  Specialized  teams  
  13. 13. Knowledge  management  enables   hyper-­‐growth.  
  14. 14. •  Symptoms  of  scaling   problems     •  How  you  can  uncover   root  causes   •  Real  solu%ons  to  solve   similar  problems    
  15. 15. •  Symptoms  of  scaling   problems     •  How  you  can  uncover   root  causes   •  Real  solu%ons  to  solve   similar  problems    
  16. 16. •  Symptoms  of  scaling   problems     •  How  you  can  uncover   root  causes   •  Real  solu%ons  to  solve   similar  problems    
  17. 17. You  might  have  a  scaling  problem  if…   you  get  the  bad  wiki  buzz.         Can’t  find  what  I  need     Search  doesn’t  work     Missing  informa%on    
  18. 18. You  might  have  a  scaling  problem  if…   you  get  the  bad  wiki  buzz.       Too  much  informa%on     Can’t  find  what  I  need     Old  informa%on     Search  doesn’t    work     Keep  ge`ng  lost     Missing  informa%on    
  19. 19. You  might  have  a  scaling  problem  if…   you  get  the  bad  wiki  buzz.       Don’t  understand  how  ranking  works     Too  much  informa%on     Can’t  find  what  I  need     Duplicate  informa%on     Old  informa%on     Search  doesn’t    work     Keep  ge`ng  lost     Missing    informa%on   Don’t  know  if  it’s  current     Don’t  know  where  to  start    
  20. 20. You  might  have  a  scaling  problem  if…   people  start  hoarding  informa%on.   “I’m  going  to  save  this  informa%on   in  a  Google  Doc,  so  I  know  I  can  get   to  it  later.”  
  21. 21. You  might  have  a  scaling  problem  if…   people  request  new  knowledge     sharing  tools.   “I  can’t  find  anything  on  the  wiki.   Let’s  buy  another  tool  instead.”  
  22. 22. Too  Many  Tools  
  23. 23. You  might  have  a  scaling  problem  if…   major  influx  of  product  ques%ons.     “I’m  not  sure  if  this  is  current.  I’m   going  to  check  with  the  Product   Manager.”  
  24. 24. You  might  have  a  scaling  problem  if…   people  start  making  more  mistakes.      “I  didn’t  know  I  could  only  sell  that   feature  in  the  US.  It  didn’t  say  so  on   the  wiki  page.”    
  25. 25. Manage  your  wiki  like  a  product.  
  26. 26. Unearth  Root  Causes   1.  Stakeholder  interviews   2.  Metrics   3.  Usability  tes%ng   4.  Ques%on  tracking   5.  Knowledge  mapping  
  27. 27. Interviews:  Groups   •  Different  roles   •  New  hires  and  experienced   •  Tech  and  non-­‐tech   •  Browsers  and  contributors   •  Management  
  28. 28. Interviews:  Ques%ons   •  How  o9en  do  you  use  the  wiki?   •  What  frustrates  you  about  the  wiki?   •  What  other  systems  of  record  do  you   use?   •  What  are  the  five  most  important   things  your  team  needs  on  the  wiki?  
  29. 29. Interviews:  Results   •  Frequency  of  use:  varied  by  group   •  Frustra%ons:  credibility    and   accessibility   •  Other  systems:  too  many   •  Cri%cal  content:  product  limita%ons  
  30. 30. Metrics:  Google  Analy%cs  
  31. 31. More  Metrics   View  Tracking  Macro   Usage  Macros
  32. 32. Easy  Usability  Tes%ng:  Method   •  Schedule  15  minutes   •  Ask  them  to  answer  a  ques%on   •  Observe  how  they  answer  (2  min.   max)   •  Ask  5  more  ques%ons   •  Repeat  with  5+  more  people  
  33. 33. Easy  Usability  Tes%ng:  Ques%ons   •  Did  they  search  or  browse?   •  What  keywords?     •  Where  did  they  start?   •  How  many  levels  deep?   •  Did  they  find  the  answer?   •  If  not,  what  did  they  expect?  
  34. 34. Easy  Usability  Tes%ng:  Results   •  55%  TOC,  45%  search   •  Users  skip  landing  pages   •  Users  only  check  top  2-­‐3  results  
  35. 35. Ques%on  Tracking  V.1:  Simple  Journal   3  PMs  for  3  weeks  =     80  ques%ons  from  37  people  
  36. 36. Ques%on  Tracking:  V.1  Results       Easy 45%   55%   Hard or Missing 17%   50%   43%   40%   Same 8 people 50%   TPM Everybody else Other 42%   58%   EM New hires Veterans
  37. 37. Ques%on  Tracking  V.2:  JIRA  Agile   Rapid  Board  
  38. 38. Knowledge  Mapping   Type  of  Product  Info.     Role  of  Employee  
  39. 39. What  did  I  forget?  
  40. 40. Your  Business  Case  
  41. 41. Model  your  wiki  a9er  a  Na%onal  Park.   1.  Sustainable:  Easy  for  your  team  to  maintain.   2.  Accessible:  Easy  for  everyone  to  find.     3.  Credible:  Easy  for  everyone  to  believe.  
  42. 42. The  BOOK   •  Internal  Guides   •  Client  Guides   •  Product  Roadmap   •  Opower  Glossary  
  43. 43. Sustainability   1.  Only  what’s  cri%cal   •  Use  templates   •  Exclude  “extra”  info.   2.  Plan  for  maintenance   •  Build  snippets  library   •  Mul%-­‐excerpt  &  archive  macros   3.  Allow  contribu%ons   •  Set  boundaries   •  Ad  hoc  workflows  macro   Ad  hoc  Workflows  Macro  
  44. 44. Accessibility   1.  Search  and  discovery   •  Create  mul%ple  paths   •  Target  content  by  role     2.  Lessons  from  UX   •  Toc  <  3  levels   •  No  content  only  on  landing  pages   3.  Other  systems  of  record   •  Incorporate  data     •  Keep  people  in  their  workflow   BOOK  TOC  
  45. 45. Credibility   1.  Set  cri%cal  content  apart   •  Keep  it  in  different  space   •  Suggest  space  search   2.  Brand  it   •  Add  a  logo   •  Use  unique  colors  and  layout   3.  Promote  it   •  Get  endorsements   •  Go  on  a  roadshow  
  46. 46. Results   “This  is  going  to  help   Opower  be  a  be?er   company.”   -­‐  Execu%ve   “The  BOOK  looks  great.   Using  it  daily  already!”   -­‐  Client  Engagement   “BOOK  =  RAD”   -­‐Technical  Staff  
  47. 47. 30  Day  Metrics    Welcome  Page    10X   •  Old  =  134  page  views   •  New  =  1,469  page  views    Alerts  Guide  Page  7X   •  Old  =  43  page  views   •  New  =  294  page  views   4th  Most  Popular  Page  
  48. 48. Solu%ons  Summary   •  Use  knowledge  management  to  enable   hyper-­‐growth.   •  Manage  your  wiki  like  a  product.   •  Model  your  wiki  a9er  a  Na%onal  Park.    
  49. 49. =  Page  views  
  50. 50. OFun  on  the  Wiki  
  51. 51. 1.  What  if  I  don’t  have  enough  people  or  resources?   2.  What  if  I  can’t  afford  plugins?   3.  What  if  I  can’t  get  cross-­‐team  consensus  on  a   solu%on?   4.  What  if  I  don’t  have  support  from  management?    
  52. 52. Any  ques%ons?  
  53. 53. Rate this Talk Cultivating Content: Designing Wiki Solutions that Scale Text code below to 22333 or visit http://bit.ly/197j4mC MEH = 2Q NOT BAD = 2R PRETTY GOOD = 2S AWESOME = 2T To join this session, send text 136888 to 22333

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