This is part 2 of a tentatively planned 5 part series. You can read part 1 here, or learn more about the Knowledge Project in general here.

Now that we had an idea of what we wanted to work on within the knowledge project, the first step was overhauling our user manual. We wanted to have a great repository of knowledge about Support Driven. Something that’s easy to search at any time. Support Driven already had a great manual stored in Guru, but it needed updates, additions, and reorganizing. So I set about spending a few weeks writing.

The user manual

Within Guru, members of the Support Driven Slack community would be able to easily and quickly search for knowledge. In any channel they’d just type /guru and then what they were looking for. The trick was making sure we really were giving the knowledge that was needed.

Since the #1 thing new users brought up in terms of knowledge they needed was which channels to join, the first thing that was set up was a continuously updated channel directory. Try searching for it and check it out. The manual lets you search within Slack or you can also search on a web version (link coming soon!).

In Guru you can set how often knowledge needs to be verified, and since we all know channels change constantly, these are set up to be verified weekly. From there our volunteer team gets an alert and makes certain everything is up-to-date.

That way everyone in the community always has a trustworthy source of knowledge about Support Driven.

The manual isn’t just channels, though. It’s all those frequent topics that come up. It’s for information about events like Summit or Expo. It’s how to join the Slack (share the community with friends!). It’s information about groups like the Leadership Group or the Aspire mentorship program.

If it’s part of Support Driven and people have questions about it, you’ll find it covered in the manual. And if you don’t, reach out in the #workgroup-km channel in the slack and let the team know. Want to help with the updates? Reach out in that same channel and let’s chat!

The manual isn’t your one-stop-shopping environment for support knowledge itself, though. There are a few general topics, like try searching NPS or job titles. Those topic articles are meant to start conversation rather than end it.

What’s next?

Next is the start of the onboarding process. Before we could start building more formal onboarding we needed a knowledge base (the user manual) that’s accessible, but now that we have one it’s time to share that information with new members of the community. How? Stay tuned.

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