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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
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
Function as the Operations Liaison for Braintree’s Documentation team
Started working in tech at Groupon
Carolyn Sinon: Technical Communicator
Focus: Community and collaboration
2007
2011 Ranking:
#47 Inc. 500’s Fastest Growing Companies
“Online Payments Service Braintree Acquires Social Payments Startup
Venmo for $26.2M” Posted Aug 16, 2012 by Frederic Lardinois
“Braintree’s Payments Platform Launches Across
Europe and Canada” Posted Aug 29, 2012 by Sarah Perez
“Braintree launches in Australia!” Nov 14, 2012
Support the people who support our customers
ConfluenceTechnical documentation
Policy
Procedure
Internal audience
ArticlesWalkthroughs
Product guides
Reference material
Less technical audience
API DocsWalkthroughs
Product guides
Reference material
Technical audience
Where We Started
Problems We Encountered
Four “Easy” Steps
Measuring Progress
Agenda
Where We Started
Problems We Encountered
Four “Easy” Steps
Measuring Progress
Multiple wikis Google Docs White Boards Post-It Notes
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http://www.blogcdn.com/www.mandatory.com/media/2013/05/tumblrmlqr8szgqd1rw9dz1o1400.gif
The system wasn’t working
• Easy to use • Easy to modify • Content migration • Expansion options
Needs
Build a Docs army
Communicator
Detail-oriented
Self-starter
Self-learner
Braintree Docs team today
Where We Started
Problems We Encountered
Four “Easy” Steps
Measuring Progress
http://www.funnyjunk.com/Not+so+happy+caturday+fj/funny-gifs/5166462
The most challenging aspect of knowledge management is fostering a documentation-minded culture
https://recodetech.files.wordpress.com/2014/01/tumblr_luhh7dbohs1qlqu5co1_500.gif
http://i.imgur.com/T2CqX2U.gif
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
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?
Where We Started
Problems We Encountered
Four “Easy” Steps
Measuring Progress
Tip 1: Provide lots of training resources and be prepared to repeat yourself
Tip 2: Encourage participation
BTU 411Early introduction
Encourage participation
Create personal spaces
Promote experimentation
Weekly UpdateInternal communication
Team updates
Product updates
Fostering community
Tip 3: Get leadership buy-in
Tip 4: Plan for rapid growth
0
1250
2500
3750
5000
March 2013
September 2015100
1.209790
4.080
Pages Users
Page and User Count
Where We Started
Problems We Encountered
Four “Easy” Steps
Measuring Progress
“Want” became “need”
Poll employees
• 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?
93%of employees regularly use the wiki for their jobs
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
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
95%of employees regularly use the wiki for their jobs
3,5
3,6
3,7
3,8
3,9
May November
3,6
3,9
Regularity of Use
3,4
3,475
3,55
3,625
3,7
May November
3,5
3,7
Criticality of Wiki
0
1,25
2,5
3,75
5
May November
3,5 3,5
Accuracy of Content
3,19
3,218
3,245
3,273
3,3
May November3,2
3,3
Searchability
“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.”
“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.”
“more consistent title names”
“more uniformity”
“searchable keywords”
Mar Apr Jun Aug Oct Dec Feb AprMarJanNovSepJulMay
20152014
Information overload
• 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
Conclusion
http://0.media.collegehumor.cvcdn.com/85/69/324b9d1f355f7af5753bc9d61fb3174b.gif
Tip 1: Provide lots of training resources and be prepared to repeat yourself
Tip 2: Encourage participation
Tip 3: Get leadership buy-in
Tip 4: Plan for rapid growth
http://38.media.tumblr.com/e95bd2a317c632ad00fce24bbf9385ca/tumblr_mloa08X1v91rq3i3ro1_500.gif
Thank you!
Liz Gray Knowledge Management Lead Braintree @elcgray
Carolyn Sinon Technical Communicator Braintree @carolynsinon
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