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Documentation Domination: How to Build a Knowledge Sharing Culture in 4 Easy Steps

Documentation Domination: How to Build a Knowledge Sharing Culture in 4 Easy Steps

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Documentation Domination: How to Build a Knowledge Sharing Culture in 4 Easy Steps

  1. 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. 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. 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
  4. 4. 2007
  5. 5. 2011 Ranking: #47Inc. 500’s Fastest Growing Companies
  6. 6. “Online Payments Service Braintree Acquires Social Payments Startup Venmo for $26.2M” Posted Aug 16, 2012 by Frederic Lardinois
  7. 7. “Braintree’s Payments Platform Launches Across Europe and Canada” Posted Aug 29, 2012 by Sarah Perez
  8. 8. “Braintree launches in Australia!” Nov 14, 2012
  9. 9. Support the people who support our customers
  10. 10. Confluence Technical documentation Policy Procedure Internal audience
  11. 11. Articles Walkthroughs Product guides Reference material Less technical audience
  12. 12. API Docs Walkthroughs Product guides Reference material Technical audience
  13. 13. Where We Started Problems We Encountered Four “Easy” Steps Measuring Progress Agenda
  14. 14. Where We Started Problems We Encountered Four “Easy” Steps Measuring Progress
  15. 15. Multiple wikis Google Docs White Boards Post-It Notes
  16. 16. ? ? ? ? ? ?
  17. 17. ? ? ? ? ? ?
  18. 18. http://www.blogcdn.com/www.mandatory.com/media/2013/05/tumblrmlqr8szgqd1rw9dz1o1400.gif
  19. 19. The system wasn’t working
  20. 20. • Easy to use • Easy to modify • Content migration • Expansion options Needs
  21. 21. Build a Docs army
  22. 22. Communicator Detail-oriented Self-starter Self-learner
  23. 23. Braintree Docs team today
  24. 24. Where We Started Problems We Encountered Four “Easy” Steps Measuring Progress
  25. 25. http://www.funnyjunk.com/Not+so+happy+caturday+fj/funny-gifs/5166462
  26. 26. The most challenging aspect of knowledge management is fostering a documentation- minded culture
  27. 27. https://recodetech.files.wordpress.com/2014/01/tumblr_luhh7dbohs1qlqu5co1_500.gif
  28. 28. http://i.imgur.com/T2CqX2U.gif
  29. 29. http://i.imgur.com/JbTdlZr.gif https://notesfromachair.files.wordpress.com/2015/08/will-ferrell-bush.gif http://static1.businessinsider.com/image/552fe495ecad043e4ae8a4d8/hammond%20as%20gore%20.gif
  30. 30. 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?
  31. 31. Where We Started Problems We Encountered Four “Easy” Steps Measuring Progress
  32. 32. Tip 1: Provide lots of training resources and be prepared to repeat yourself
  33. 33. Tip 2: Encourage participation
  34. 34. BTU 411 Early introduction Encourage participation Create personal spaces Promote experimentation
  35. 35. Weekly Update Internal communication Team updates Product updates Fostering community
  36. 36. Tip 3: Get leadership buy-in
  37. 37. Tip 4: Plan for rapid growth
  38. 38. 0 1250 2500 3750 5000 M arch 2013 Septem ber 2015100 1.209 790 4.080 Pages Users Page and User Count
  39. 39. Where We Started Problems We Encountered Four “Easy” Steps Measuring Progress
  40. 40. “Want” became “need”
  41. 41. Poll employees
  42. 42. • 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?
  43. 43. 93%of employees regularly use the wiki for their jobs
  44. 44. 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
  45. 45. 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
  46. 46. 95%of employees regularly use the wiki for their jobs
  47. 47. 3,5 3,6 3,7 3,8 3,9 May November 3,6 3,9 Regularity of Use
  48. 48. 3,4 3,475 3,55 3,625 3,7 May November 3,5 3,7 Criticality of Wiki
  49. 49. 0 1,25 2,5 3,75 5 May November 3,5 3,5 Accuracy of Content
  50. 50. 3,19 3,218 3,245 3,273 3,3 May November 3,2 3,3 Searchability
  51. 51. “I think even having like a Docs check- in person per team so you know who you can hound to fix things or give you truth might be helpful.”
  52. 52. “I wish it was easier to add things. There are so many things I learn that should be wiki-ed, but it’s so much effort to update.”
  53. 53. “more consistent title names”
  54. 54. “more uniformity”
  55. 55. “searchable keywords”
  56. 56. Mar Apr Jun Aug Oct Dec Feb AprMarJanNovSepJulMay 20152014
  57. 57. Information overload
  58. 58. • 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
  59. 59. Conclusion
  60. 60. http://0.media.collegehumor.cvcdn.com/85/69/324b9d1f355f7af5753bc9d61fb3174b.gif
  61. 61. Tip 1: Provide lots of training resources and be prepared to repeat yourself
  62. 62. Tip 2: Encourage participation
  63. 63. Tip 3: Get leadership buy-in
  64. 64. Tip 4: Plan for rapid growth
  65. 65. http://38.media.tumblr.com/e95bd2a317c632ad00fce24bbf9385ca/tumblr_mloa08X1v91rq3i3ro1_500.gif
  66. 66. Thank you! Liz Gray Knowledge Management Lead Braintree @elcgray Carolyn Sinon Technical Communicator Braintree @carolynsinon

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