As the community manager for Jive's internal employee community, it is my charter to ensure that new features are setup for successful usage. Today, I'd like to share my tips and learnings for setting up the new Support Center feature in Jive's internal community.
Support Center allows our employees (Jivers) to come to a single place to get their questions answered. Functions like IT, HR, Sales and Products are constantly fielding questions by Jivers on a variety of topics. Being able to point people to a single source of truth is mutually beneficial for employees (they can find the right stuff) and for the support organization (via question deflection). Here is how we planned the Support Center roll out.
Preparing to use the new Support Center feature
20 Days before Go-Live: Identifying what "Support" means to us and taking an inventory of content sources
The Support Center feature gives communities an ability to point users to a single location to get their questions answered. Sure, users can post questions almost anywhere within our community but there are a set of questions that almost everyone asks to get their work done. It was really important for us to identify what those questions were, who owned the official answer and where these answers currently lived. We considered how-to content from these sources as "high demand" and must-haves for inclusion on the initial roll out of Support Center.
Examples of must-have content include:
- Community tips & tricks
- Community onboarding
- IT official docs
- HR onboarding docs
We then trained the owners of these spaces around what Support Center could mean for their content:
- Featured content from a place appears front and center under Support Center
- Top and trending content also appears front and center
- People are now able to search content only within the places specified as support places and filter on place categories
- Content accuracy and relevancy is improved
Once all the functions were on board, we turned on Support Center within our community but did not make any announcements around it to the larger community right away. This gave us some time to really optimize the Support Center experience using real data with key place owners.
IT Support example:
People often visited the IT space to ask questions, submit a request, read how-to documents. But in the same space, there were also operational content like vendor information, asset list, environmental architecture and so on. The operational content is not equally relevant to all end users. So we created a subspace within IT called IT Support and moved all self-service / how-to content from the top level space. IT then re-launched their community experience with a clear purpose for the IT space (where you can learn about the organization and its operations) and its subspace for IT Support (where you get your self help). We then configured the IT Support subspace to the overall Support Center experience.
Community How-To example:
A similar exercise was done for the Community How-To space. In addition to various content on how to use the community, Community How-To contained content on configuration, metrics, and people making access requests. Similar with IT, we created a new Community Management space and moved Community How-To as a subspace of Community Management. We then moved all non how-to content from Community How-To into Community Management. We then configured Community How-To into the overall Support Center experience. We also implemented a new process for Community How-To where if questions were asked in this space which could benefit a large audience, we would create a How-To document as a formal response to a specific question. Our VP Roberto Lino also launched a crowd sourcing initiative around "How can we get more awesome How-To Brewspace content?" where all Jivers were encouraged to contribute into the Community How-To space and be rewarded through gamification and prizes. This process encourages the creation of fresh and accurate content for Community How-To.
Support Center go-live day!
Now that all the sources of help content were cleaned up and we had processes in place to generate new and accurate content in the right places, configuration was easy. The search results for support content were clean. We were ready to announce support to our community. The announcement was done via a blog by me. It included screenshots of various areas of Support and descriptions on what each feature did. The link to the Support Center was published on our News page (which also happens to be the landing page of our community) so that people had easy access to it.
What we learned
For each click-able element on the Support Center experience, due diligence was necessary to examine the current content, information architecture and how the content was being managed and generated. The success of the Support Center is heavily dependent on this critical step which took time and energy. The effort was well worth it and our Support Center is awesome. If done right, it you will see a drastic rise in end user satisfaction and overall company efficiency.
For more information on Support Center
You can read the Support Center Onboarding guide published by our fabulous product team here: Support Center Onboarding Guide | Jive Community
Or you can watch the video: How to Enable and Configure the Jive Support Ce... | Jive Community