From Helpdesk to Communities
Learning at the Point of Need

Alvaro Caballero - OrangeTrail

@alvarodotcc          #soccnx

Support communities
are a vector for

positive change

This is the story of a team

With a pretty newsletter...

...turned into a community...

...with unexpected results!

Generic support process

• Training sessions
   
• Support materials
   
• Helpdesk

Training sessions

• Diverse level of expertise
   
• Out of your workflow

Support materials

• From who's point of view?
   
• Too simple, or too complex

Helpdesk

• Thou shalt not go offscript
   
• 1 on 1

Back to our community

• When you need it
• Close to your workflow
• Relevant and bite-sized
• Powered by the community!!!

The 'corporate web' fallacy

How to make it work?

• Digital capabilities
  • Create & remix content
  • Search / Find
  • Curation
  • Handle conflicting or inaccurate info
  • Valuable conversations
• Create immediate value
  • Embed #incident_management
  • Build social capital

Did it work?

...and after a while

• Better feedback loop
   
• From what to why
   
• New purposes

Points to remember

• People
  • Develop digital skills
  • Build social capital
• Process
  • Community management
  • Curation
  • Peer review
• Content
  • Chunk it down
  • Distributed co-creation

Support communities
are a vector for

positive change