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