2. Atlassian Q&A
INSIDE AND OUT
JEREMY LARGMAN
JOHN WETENHALL •
•
KNOWLEDGE GURU
•
ATLASSIAN
CONFLUENCE MARKETING MANAGER
•
•
@J_LARGE
ATLASSIAN
•
@JPWETENHALL

3. MAGIC OF ANSWERS
JEREMY LARGMAN •
KNOWLEDGE GURU
QUESTIONS IS BORN
JOHN WETENHALL •
GUY
MARKETING

4. 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 ?

5. Who’s Jeremy?

7. 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

12. Not just a tool...
It’s an experience

13. 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

14. 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 ?

15. How do you create
Answerers?

16. GAMIFICATION WORKS!
NATURAL
GROWTH

17. Gamification works

22. GAMIFICATION WORKS!
NATURAL
GROWTH
NEEDS A PUSH
SUPPORT
TEAM
JUMPS
ON

24. GAMIFICATION WORKS!
NATURAL
GROWTH
NEEDS A PUSH
SUPPORT
TEAM
JUMPS
ON
REDESIGN
CRITICAL
MASS

31. Who’s John?

32. 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 ?

33. Questions at work

35. Email?

36. (Hip)Chat?

37. 60%
of workers email/IM colleagues
Source:
CMS Wire, "Enterprises Waste Time Searching for Documents"

38. Do you like answering
those questions?

40. What’s wrong?

41. 65%
of information is exchanged
via email
Source:
Huddle, "State of the Enterprise Information Landscape."

44. What did we build?

45. Essential features
topics
people
gamificati
on

47. It was an experiment

48. At first, a trickle

49. (success)

50. Atlassian adoption

51. Open company, no bull$h!t

52. Topics
BROWSE BY TOPIC

53. “
What questions can I answer at
the September Sydney all-staff?
SCOTT FARQUHAR, CO-FOUNDER
”

54. ADD TOPICS

55. Michael
Dev Lead
Sherif
Product Manager
Dominic
Engineering

56. Dana
Finance
Brad
Systems Architect

57. Voting
VOTE FOR ANSWERS

58. Voting

59. New hires

60. Issac
Anna
New guy
Confluence Developer
Atlassian veteran
Confluence Developer

61. “
What are some great links and
resources for a new developer?
ISSAC GERGES, NEW CONFLUENCE DEVELOPER
”

62. Issac’s question
TOPICS

63. Watch topics of interest
CLICK TO WATCH

64. Answer!

66. No picture?

67. Discover questions
QUESTIONS IN
SEARCH

68. “
How can I update my photo on
directory.atlassian.com?
KRZYZSTOF PIWOWAR
”

69. @ mentions connect Q to A
@ MENTION
COLLEAGUES

70. Problem solved!

71. the list goes on...

72. 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 ?

73. Discovery
Topics
FOUNDERS
DEVELOPMENT
JIRA
BEER
Search

74. Discovery
Popular

75. Connecting Q with A
@ mentions
Watch topics

76. Validation
Voting
Experts

77. 1. Think longterm

78. 2. Seed content

79. 3. Enlist help
Internal Experts
Executives

80. 4. Identify incentives

82. Sign up for the beta!
atlassian.com/questions
We love feedback!

83. Rate this Talk
Atlassian Q&A - Inside and Out
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