Introducing Help Central
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A presentation given to employees about a new knowledge ma
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Introducing Help Central
- 1. Ode To Fishman T. Wiki The Life And Times
- 3. Yo, where are all the fly fishes at?
- 6. How can we do better? • We need a new system that is built just for us. • That system must be easily searchable and scalable. • The content must be clear, consistent, and current. • That system must have a SPA. • The SPA must have helpers.
- 7. Help Central A fully-integrated and customized answer repository
- 8. The Goal
- 9. ..to centralize the answers to questions from members, admins, clients, and employees about our product and our company The Goal Of Help Central is...
- 10. The Content
- 11. Space Content Examples Our Tools • Links to platform tools (e.g., CORE) • Links to operational tools (e.g., SalesForce) Our Culture • Vision Statement • Master Plan • ILRU Materials • Company Values Our Product • Product Roadmap • Feature / Sell Sheets • Product Glossary • Support Docs (e.g., Help, Known Issues) • Program FAQs Our Home • Tech Support • Staff Phone / IM Directory • Office Locations (Toronto, Boston, ...) • TTP • Events
- 12. The System
- 14. No Lost Pages, No Cryptic Organization
- 15. Find What You Need When You Need It
- 17. See Attachments And Create Galleries Instantly
- 18. Know Who Does What And Where
- 19. The Plan
- 20. • Product documentation population begins. The Plan For Help Central is... • Read-only Help Central launches. • Shepherds volunteer and are trained. • Shepherd-driven content population begins and the platform is opened up (slowly). • The redacted is officially laid to rest. • Help articles are exposed to the public. Sept 2010 Today The Future
- 21. help.iloverewards.com • No accounts needed. Go forth and read! • If you’re interested in becoming a shepherd, or have any questions, queries, quandaries, comments, or suggestions, contact Frank. • Don’t forget the “w” word is banned.
Notes de l'éditeur
- As you might have heard at retreat, the death of the Wiki via a freak flip-cup accident was prophesized for the coming year. I have some sad news. I can’t keep the secret any longer.The Wiki is already dead. My first order of business when I started here nearly two months ago was to dive into the Wiki. Little did I know that the entire Wiki was being run by one thankless, perserverant fish. Amazingly, almost no one knew about this fish – not even Donkey. He died at retreat. This is his story.
- This… is Fishman T. Wiki. You may never have met him, but in his own way, he touched each of his. The wiki was his fish tank, and in it he swam. Until the weekend of retreat…
- Unbeknownst to the company, I decided to bring Fishman T. Wiki with me to retreat. He and I had begun to bond and I spent the first bit of my time with the company trying to figure out how to replace his fish tank.Not wanting to miss out on the festivities on Friday night of retreat, he agreed to play some flip-cup with me. Unfortunately, the only room in the house that was open (believe it or not) was the bathroom. After moving some drunken corpses out of the way, we got our game on.
- Anxious to win back favor in the company, Fishman was playing his hardest. Unfortunately, a rogue flip on my behalf sent Fishman T. Wiki – rest his soul – tumbling into the toilet.So ended the wiki.
- Needless to say, I was very sad. “What will we do without the wiki? Where will all our information go?” I asked. Fishman and I had grown close as we worked on his home.And that’s when I realized what I had to do. I – nay, we – had to let go of Wiki. We had to throw out his old, crusty, tank. We needed to start fresh. We had to honor him. We had to do better.In Fishman T. Wiki’s memory, I made a list…
- I asked myself how we could honor fishman. I came up with these key tenets.Ultimately, I wrapped all of these points up and built, from the ground up, a new home for us, and I’m honored and excited to present to you that new home now.
- Help Central.What is it? In a short byte, it is a fully-integrated and customized knowledgebase.
- This solution is based on all my experience, and it summates the lessons learned at organizations of different sizes with complex (and numerous) applications.However, there are some challenges.
- Who we are What our product is How to use our productAddresses: on-boarding documentation, CORE/CAP/Express documentation, product support documentation (feature sheets, etc.)
- Talk about the content
- Talk about the system
- This is what Help Central looks like at launch.
- This is what Help Central looks like at launch.
- This is what Help Central looks like at launch.
- This is what Help Central looks like at launch.
- This is what Help Central looks like at launch.
- This is what Help Central looks like at launch.
- This solution is based on all my experience, and it summates the lessons learned at organizations of different sizes with complex (and numerous) applications.However, there are some challenges.
- Who we are What our product is How to use our productAddresses: on-boarding documentation, CORE/CAP/Express documentation, product support documentation (feature sheets, etc.)
- This solution is based on all my experience, and it summates the lessons learned at organizations of different sizes with complex (and numerous) applications.However, there are some challenges.