harness tribal knowledge with confluence questions - kim wall

#atlassian

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KIM WALL • IT SYSTEM ANALYST SENIOR • PRINCIPAL FINANCIAL GROUP • @YOGAGIRL

Harness Tribal Knowledge with Confluence Questions

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Hello, my name is…

Kim Wall • Application Development Support • Agile Evangelist • AUG Leader for Des Moines, IA • “Atlassian Girl”

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Introducing Q & A

Agenda

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Introducing Q & A

Introducing Q & A at Principal Financial Group

• Why Confluence Questions • Who’s it for • How we rolled it out • How’s it going

About Principal Financial Group

•  The Principal Financial Group® is a leading global financial company offering products and services including retirement solutions, insurance, and investment products

•  Headquartered in Des Moines, IA •  13 consecutive years on Computerworld’s 100

Best Places to work in Information Technology ranking 18th among large companies

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Introducing Q & A

Why Confluence Questions

• Large IT Community in multiple states and across the world

• Decades of experience • Multiple business units each with own IT area • Cross business unit sharing – or lack thereof

Image credit Julian Stodd

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Introducing Q & A

Target Audience

• Limited to IT Community • Already accustomed to Q&A self-help • Developers • Quality Assurance • Business Analysts • Architects •  IT Project Managers

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Introducing Q & A

Set CQ Up for Success

•  Identify (and possibly bribe) internal experts – they’ll thank you later • Seed initial questions and topics to act as a guide for users and to avoid a

mess • Get the word out

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Introducing Q & A

Targeted Marketing

•  Initial Audience • Java developers •  .NET developers

• Why? • Stack Overflow • SME Overload

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Introducing Q & A

Reinforce Good Habits

• Monitor & encourage good habits • Direct users to Questions

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Introducing Q & A

Encourage Adoption

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Introducing Q & A

Mission Accomplished

• 36 unique topics and growing

• Dev, testing, UX, agile, hackathons, tools, user groups, etc.

• Reduction of repeat issues in JIRA

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Introducing Q & A

CQ and the New System

Agenda

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CQ and the New System

CQ and the New System

• Replacement of widely used system •  IT-wide use • Limited support staff • Need for knowledge base • Sharing of best practices • Common questions

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CQ and the New System

Self-Service

• Single point of service • System & User documentation in

Confluence • Confluence Questions macro in space • JIRA project for escalation

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CQ and the New System

The Rollout

• New system pilot group • Full system rollout • FAQ section pulls in Questions topic • Natural seeds for knowledgebase articles • More structured rollout and guidance than general CQ adoption

Tribal Knowledge Captured.

Sanity of SMEs Saved.

Productivity Improved.

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Key takeaways: #atlassian

Thank you!

KIM WALL • IT SYSTEM ANALYST SENIOR • PRINCIPAL FINANCIAL GROUP • @YOGAGIRL