Come for content - Stay for the conversation

Per Fragemann, Confluence Team Lead,Atlassian

Make your wiki come alive!

How we use Confluence inside Atlassian

Overview: Our electronic watercooler

Example A: Crowdsourcing specifications documents

Example B: Discussing real time reporting

Sure, we write documentation too...

Guidelines, process overviews, job descriptions, code conventions, meeting minutes, department goals, troubleshooting guides, FAQs, personal quarterly objectives, product feature explanation, customer information, hardware topology, etc. etc.

But everyone does that. Not exactly exciting to go to your wiki to look up content

... but Change matters!

We blog:

• Serious stuff: Product updates, future hiring plans, upcoming pricing changes, marketing campaigns results, feedback from customers, conference outcomes...

• Fun stuff: Humor, sports and activities, book reviews, worst code ever, best coffee in town...

No one needs to tell us to use the wiki - we just want to know the latest buzz.

Need RSS to keep up

Need RSS to keep upEngineering know-how

Humor

News

Social

Discussions like Usenet was supposed to be

You post, and someone will know how to improve things even further

The better your initial proposal/observation/question, the better feedback. Virtuous cycle!

At the same time self-regulating. No one will waffle everything, or just whinge. Their boss would notice. It is not Usenet after all

The blogging leaderboard

The blogging leaderboard

88 comments. Not even counting pages...

Example A: Crowd-sourcing

May prepare a draft with a closed group of experts

But at some point you “go public” on our intranet

Get amazing feedback from people you never expected to care

E.g. specifications, the domain of product management

Specification

Public Feature Specification

Specification39 comments so far from....

Public Feature Specification

Actual Feedback

Quality Engineer

Actual Feedback

Quality Engineer

Developer

Actual Feedback

Quality Engineer

Developer

CEO

Actual Feedback

Exhibit B: Discussing Real Time Reports

Reports are is too valuable to be locked into warehouses or hidden on obscure web-servers

We include reports right into our internal Confluence whenever possible

Top 3: SQL macro, RSS feed macro, JIRA issues macro

Turning gibberish...{chart:type=line|dataOrientation=vertical|width=600|height=300|domainAxisUpperBound=125|title=Cumulative Sales by Hour|xLabel=Hours into promotion|yLabel=# Licenses|showShapes=false}{sql:datasource=wwwDS}select hours.hour, sum(case when po.created < timestamp '2009-04-20 00:00' + (hours.hour * interval '1 hour') then 1 else 0 end) as "Sales"from persistedorderitem poi, flat_orderable fo, persistedorder po,(select generate_series(0, 125, 5) as hour) as hourswherepoi.orderableitem_id = fo.id and poi.order_id = po.idand fo.licensetype = 'starter' and poi.usdtotal > 0and po.status = 'PAID' and po.processinvoiceand timestamp '2009-04-19 23:00:00' + (hours.hour * interval '1 hour') < now()group by hours.hour, (timestamp '2009-04-20 00:00' + (hours.hour * interval '1 hour'))::textorder by hours.hour{sql}{chart}

... into Campaign Reporting

Regular SQL Macro

... into Campaign Reporting

Regular SQL Macro

SQL in Chart macros

... into Campaign Reporting

And a discussion board too!

... and a discussion board too!

And a discussion board too!122 comments within days!

... and a discussion board too!

And a discussion board too!

Serious suggestions

122 comments within days!

... and a discussion board too!

And a discussion board too!

Fun comment turned reality...

Serious suggestions

122 comments within days!

... and a discussion board too!

Cost and benefit

Keeping up with discussions takes time

But everyone needs a break now and then anyway. Better read and discuss work on the company wiki than on Facebook or Twitter!

Some comments may indeed not be useful

Great transparency and knowledge transfer between departments

Thank you

Making InDorse Tech Manuals As Good as Atlassianʼs

Product DocumentationPowered By Confluence

Using Confluence for Documentation   Follow Atlassianʼs documentation organization

o Guides for different roles   Installation  Admin

o Separate guides for different products & versions o Online and PDF

  Using Confluence for collaboration   Accessible via Internet   Easy security

o Permissions o Compliance o DLP

Organizing InDorseʼs Documentation   Product & Version = Confluence space

o Installation Guide o Administratorʼs Guide o Userʼs Guide o API Programmerʼs Guide

Accessing Confluence   Separate permissions per space

o Groups o Named users o Anonymous users

  Licensing o Additional named users cost money o Hybrid approach possible

  Public IP address

Employee View Customer View

Include Macro: Reuse & Roles   “Frame” pages include “content” pages

o  Hierarchy of “frame” pages easy to copy o  Reuse “content” pages o  Include (macro) from other spaces

  Macros can include separate content based on user or role

  Include confidential documentation from separate spaces to reuse Confluence roles

Process for New Versions   Follow Atlassian process for copying

previous versionʼs space   Update hierarchy of “frame” pages to

reflect added or removed product functionalities

  Update “content” pages to reflect specific product updates o Example: updated screen shots

  Give permissions when product launches

PDF Export   Post updated PDFs regularly   Enforcing parent-child relationships

eases PDF export

Integrated EnterpriseSecurity and Compliance   InDorse solution validates Confluence

compliance o Enforces enterprise DLP rules o Protects both wiki and attachment content

  Attachment uploads & downloads o Reported on (activity log) o Digitally tagged or password-protected

based on content & policy

Example: Confluence Attachment Upload & Download Activity Report

Example: Enforcing Enterprise DLP Rules

Example: Tagging & Password-Protecting Attachments

Password‐protec-onanddigitaltaggingautoma-callyappliedbased

ona7achmentcontent

Questions & Feedback

Daniel Pohl VP, Engineering InDorse Technologies daniel.pohl@indorse-tech.com

2382 Faraday Ave, Suite 250-30, Carlsbad, CA 92008 Phone: (877) 696-5959

sales@cpoconsulting.net

Atlassian Conference

At CPO Consulting, we offer solutions to your IT problems. Our company provides configuration, customization, and development solutions by using analytics, collaboration tools, and process improvement.

We use Six-Sigma techniques, which include: define, measure, analyze, improve, and control, along with the proven 4C's methodology: collect, consolidate, condense, and communicate.

These verified techniques help us to optimize your company’s work flow and provide the vital information that enables executives and work groups to make informed decisions.

About CPO Consulting

Examples of CPO Customers

When new projects start or business changes,

such as mergers, new products, or new

business processes occur, an ever stretched IT

organization is pressed to research and

implement new applications that do not fit into

the scheduled work load.

Challenge to Responsiveness

•  Inexpensive wiki business applications

•  Rapid deployment

•  Low learning curve for users

•  Start doing business while IT concentrates on strategic long term solutions

•  Short or long term solutions

How to Fill the IT Resource Gap

•  Manual collation of metrics from different quality systems

•  Not all sites on automated systems

•  Time consuming merging of spreadsheets

•  Email routing of large spreadsheets

•  Metrics not real time and reports could be up to two weeks later

Current Metrics Process

•  Implement quality metrics dashboard

•  Integrate with complaints and quality systems

•  Provide forms for manual data entry for sites without systems

•  Provide global collation of metric data

•  Present in easy to view format

The Solution

Business Health at a Glance

Global Dashboard

Real Time Management Reporting

Merging Data from Desperate Systems

Compliance and Metrics

•  Global real time view of quality status

•  Reduced costs in collating Data and commenting.

•  Management visibility to corporate metrics

•  Department and site incentive for quality improvement real time feedback

•  Departments use the wiki to track to targets and achieve greater compliance to targets

o

The Results

•  Confluence

•  Theme Builder

•  Community Bubbles for discussion groups and communities

•  Frevvo Forms

•  Jasper Reports

Phase II Enhancement Tools Used

Easy Data Entry Forms from Frevvo

Creating a Form is Simple

•  Wiki is not just a social tool for social networking

•  Real business uses

•  Corporate wide collaboration-the new way to do business

Wiki: Not Just a Pretty Facebook

•  Virtual consultations with attorneys and health care providers

•  Electronic patient records

•  Contract negotiations

•  Community projects

•  Special interest groups and lobbying

•  Education class discussion forums

Future Applications

Killer JIRA & Confluence Examples to Root Your Deployment

Killer JIRA & Confluence Examples to Root �Your Deployment�

R.Mazzarella

2

JIRA & Confluence:�Force Multipliers For Program Management

•  Program Managers Can Exploit Collaboration Workspaces For:

–  The Short Term, To Build Solutions And Satisfy Customers

And

–  The Long Term, Build “Process Assets” for Longer-Term Support Of Products And Customer

•  Case Study Approach: –  Integrated JIRA and Confluence installations,

where: •  JIRA tracks latest status of issues, tasks, and project management

information •  Confluence provides webpage environment that persists beyond

lifecycles of individual projects

3

Agenda

•  Confluence: For Information Layering & Collaboration •  JIRA: For Point Issue Tracking And Project Mgmt. •  Communications Planning With JIRA & Confluence •  Information Transfer Challenges •  Tailoring JIRA Workflows •  Best Practice: Handling Long-Duration Issues •  Metrics •  Adoptions Steps And Recommendations

4

Confluence Collaboration Site For Group’s Structure, Caseloads, Critical Issues, …

MTBF

WW Pareto

WW

Accept.s

MTBF

WW

Pareto

WIKIs allow websites to be �quickly constructed & maintained by end users for dashboard views, current metrics, org. info., …

Confluence: For Information Layering & Collaboration

5

Confluence - JIRA Synergy

Product Install.s

MTBF

WW Pareto

WW Confluence: •  Group Collaboration space •  Easy to layer, customize �

pages to individual projects

JIRA: • Tracks individual issues

Web-based Issue Tracking Tool

Desc.

Attach.s

E-Mails

Issue 1001 Confluence – JIRA � Integration:

• Enables rollup of macro trends • Enables drilling down to core issues

Confluence: For Information Layering & Collaboration

6

Program Management Dashboard For <Customer X>

Links: Main CPM Page JIRA open issues list

Confluence: For Information Layering & Collaboration

7

MS Project Task Tracking Create JIRA issues to track/collect status on critical project tasks

JIRA: For Point Issue Tracking And Project Mgmt.

8

Broken Support Chains •  Deficiencies in escalation "Hand-off":

–  Inability to recover past e-mails, analyses, data collection logs, etc.

–  Uneven analyses standards (some diamonds, many lumps of coal)

•  Analyses Results Sequestered onto individual staff’s desktops and laptops

Inadequate Foundation For Metrics •  Basic metrics on caseload, closure times,

issue aging/process step unknown

Information Transfer Challenges Before �JIRA And Confluence

Field Service

Product Support

Product Management

H/W, S/W Engineering

Issue ID’d

Data Collection & Analysis

Issue Prioritization

Solution Development

Hand-Off

Hand-Off

Hand-Off

Issue Workflow

Informal Hand-offs Result in: •  Incomplete e-mail histories, missing/inaccurate attachments •  Incomplete routing of issues to proper owners, stakeholders

Information Transfer Challenges

9

Resolving Information Transfer Challenges �Using JIRA And Confluence

Issue Workflow

Hand-Off

Hand-Off

Hand-Off

Field Service

Product Support

Product Management

H/W, S/W Engineering

Issue ID’d

Data Collection & Analysis

Issue Prioritization

Solution Development

Issue Tracking Sys. Issue Record Data logs, Root Cause Analysis

Compiled Data, Status

Compiled Data, Status

Compiled Data, Status

E-Mail To Subscribers

Information Transfer Challenges

10

Program Management & Managing Communications: �Exploit WIKI Webpage Subscriptions!

Communications Planning With JIRA & Confluence

11

Customizing JIRA To Different Groups Of Users (Majority of setup effort = Customizing to your workflows)

Group 1:Product Support

Group 2: Product Engineering

These definitions show up In JIRA as choices: What change(s) in status are allowed?

Tailoring JIRA Workflows

12

Best Practices: Handling Long Duration Issues •  Problem: Issues with long histories tend to over-

burden JIRA with attachments, e-mails, comments, etc.

Desc.

Attach.s

E-Mails

Desc.

Attach.s

E-Mails

Sub-Issue 1 Desc.

Attach.s

E-Mails

Sub-Issue 2

Desc.

Attach.s

E-Mails

Sub-Issue 3

Issue

Problem Data Cause Solution Effects Standardize Post-

mortem

Problem Statement Data Collection

Root Cause

Solution 1:�Break-down �issue into �“sub-issues”

Solution 2:�Layer Issue Across WIKI Webpages

Best Practice: Handling Long-Duration Issues

13

Metrics Reporting Systems For Continuous Improvement

14

Installation & Adoption Steps

Evaluate WIKI Platforms

Select Engine

Pilot Staff Training

Publish WIKI Policy

Conduct General Training

Collect WIKI Metrics

Conduct End User Training

Adoptions Steps And Recommendations

15

Adoption Issues & Recommendations

Topic Trade-Off Recommendation

Servers Shared or separate?

1)  New group conducts their pilot with advocate’s server.

2)  If pilot is successful, new group purchases dedicated server.

Software Licenses Shared or separate?

1)  New group conducts their pilot with advocate’s sw licenses.

2)  If pilot is successful, new group purchases dedicated software licenses.

Staff to support WIKI, JIRA setup and

operations Shared or separate?

1) New group receives support from advocate’s resources during evaluation.

2)  If pilot is successful, joint resources for maintaining sites are put into plan.

Assuming Roles Of: “Advocate” = Internal agents pushing for Confluence, JIRA “New Group” = New groups considering adopting Confluence, JIRA

Adoptions Steps And Recommendations

16

Direct Results •  Decreased by 50% time-to-resolution rates for

product support issues

•  Received Intel’s “Preferred Quality Supplier” Award –  Back-to-back quarters of 90%+ scorecard ratings

•  Improved Installation & Warrantee Costs –  Reduced costs by > 15%

17

Questions & Answers

18

Backup Charts

19

JIRA Default Workflow (for Tasks) Tailoring JIRA Workflows

20

Issue Resolution Workflow

21

CUSTOMER: <Customer Q> [CPM Customer Dashboard]

Links: Main CPM Page JIRA open issues list

22

Web-based Issue Tracking Tools – Sample Issue

1

1 = Status Info. 2 = Issue Subscribers 3 = Customizable workflow 4 = Capability to layer info. 5 = Effort tracking 6 = Fully customizable fields 7 = Tagging for ad-hoc search 8 = E-mail capture of updates

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3

4

5

5

6 7

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