Harness Tribal Knowledge With Confluence Questions - Kim Wall
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Great products are only great if they get used. On the Atlassian growth team, we investigate what our users engage with as a focal point for improving their experience across the board. We'll show how to design successful experiments to help users get more out of their products, and share several major findings. From cross-sells to tweaking elements, this talk will teach you how to tell a compelling story to delight your customers.
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Harness Tribal Knowledge With Confluence Questions - Kim Wall
- 1. #atlassian
- 2. Harness Tribal Knowledge with Confluence Questions KIM WALL • IT SYSTEM ANALYST SENIOR • PRINCIPAL FINANCIAL GROUP • @YOGAGIRL
- 3. Hello, my name is… Kim Wall • Application Development Support • Agile Evangelist • AUG Leader for Des Moines, IA • “Atlassian Girl”
- 4. Agenda Introducing Q & A CQ and the New System
- 5. Introducing Q & A Introducing Q & A at Principal Financial Group • Why Confluence Questions • Who’s it for • How we rolled it out • How’s it going
- 6. About Principal Financial Group • The Principal Financial Group® is a leading global financial company offering products and services including retirement solutions, insurance, and investment products • Headquartered in Des Moines, IA • 13 consecutive years on Computerworld’s 100 Best Places to work in Information Technology ranking 18th among large companies
- 7. Introducing Q & A Why Confluence Questions • Large IT Community in multiple states and across the world • Decades of experience • Multiple business units each with own IT area • Cross business unit sharing – or lack thereof Image credit Julian Stodd
- 8. Introducing Q & A Target Audience • Limited to IT Community • Already accustomed to Q&A self-help • Developers • Quality Assurance • Business Analysts • Architects • IT Project Managers
- 9. Introducing Q & A Set CQ Up for Success • Identify (and possibly bribe) internal experts – they’ll thank you later • Seed initial questions and topics to act as a guide for users and to avoid a mess • Get the word out
- 10. Introducing Q & A Targeted Marketing • Initial Audience • Java developers • .NET developers • Why? • Stack Overflow • SME Overload
- 11. Introducing Q & A Reinforce Good Habits • Monitor & encourage good habits • Direct users to Questions
- 12. Introducing Q & A Encourage Adoption
- 13. Introducing Q & A Mission Accomplished • 36 unique topics and growing • Dev, testing, UX, agile, hackathons, tools, user groups, etc. • Reduction of repeat issues in JIRA
- 14. Agenda Introducing Q & A CQ and the New System
- 15. CQ and the New System CQ and the New System • Replacement of widely used system • IT-wide use • Limited support staff • Need for knowledge base • Sharing of best practices • Common questions
- 16. CQ and the New System Self-Service • Single point of service • System & User documentation in Confluence • Confluence Questions macro in space • JIRA project for escalation
- 17. CQ and the New System The Rollout • New system pilot group • Full system rollout • FAQ section pulls in Questions topic • Natural seeds for knowledgebase articles • More structured rollout and guidance than general CQ adoption
- 19. Sanity of SMEs Saved.
- 21. Key takeaways: • Know your users• Encourage good behavior • Provide guidance • Promote knowledge sharing #atlassian
- 22. Thank you! KIM WALL • IT SYSTEM ANALYST SENIOR • PRINCIPAL FINANCIAL GROUP • @YOGAGIRL