atlassian q&a - inside and out
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JEREMY LARGMAN • KNOWLEDGE GURU • ATLASS IAN • @J_LARGE
Atlassian Q&AINSIDE AND OUT
JOHN WETENHALL • CONFLUENCE MARKETING MANAGER • ATLASS IAN • @JPWETENHALL
MAGIC OF ANSWERS
JEREMY LARGMAN • KNOWLEDGE GURU
QUEST IONS I S BORN
JOHN WETENHALL • MARKETING GUY
HOW CAN YOU DO IT?
MAGIC BEHIND QUESTIONS
MAGIC BEHIND ANSWERS
INTRODUCTION
Atlassian Q&A
Who’s Jeremy?
Answers is a success...2.2 Million VisitorsOver 50K Questions (150 per day)90% Answer rate (StackOverflow is 77%)40% Answered in under 1 hour
Not just a tool...It’s an experience
Why do we need Answers?Support was growing fast
Many Add-ons are out of support scope
Atlassian has a self-service model
Allow customers to help themselves
The Atlassian Community is powerful
HOW CAN YOU DO IT?
MAGIC BEHIND QUESTIONS
MAGIC OF ANSWERS?
INTRODUCTION
Atlassian Q&A
MAGIC BEHIND ANSWERS
How do you create Answerers?
NATURALGROWTH
GAMIF ICATION WORKS!
Gamification works
NATURALGROWTH
GAMIF ICATION WORKS!
SUPPORTTEAMJUMPS
ON
NEEDS A PUSH
NATURALGROWTH
GAMIF ICATION WORKS!
SUPPORTTEAMJUMPS
ON
NEEDS A PUSH
CRITICALMASS
REDESIGN
Who’s John?
HOW CAN YOU DO IT?
MAGIC OF QUESTIONS?
MAGIC BEHIND ANSWERS
Atlassian Q&A
MAGIC BEHIND QUESTIONS
INTRODUCTION
Questions at work
Email?
(Hip)Chat?
60%of workers email/IM colleagues
Source: CMS Wire, "Enterprises Waste Time Searching for Documents"
Do you like answering those questions?
What’s wrong?
65%of information is exchanged
via emailSource:
Huddle, "State of the Enterprise Information Landscape."
What did we build?
Essential features
topics people gamification
It was an experiment
At first, a trickle
(success)
Atlassian adoption
Open company, no bull$h!t
Topics
BROWSE BY TOPIC
What questions can I answer at
the September Sydney all-staff?
SCOTT FARQUHAR, CO-FOUNDER
”“
ADD TOPICS
SherifProduct Manager
MichaelDev Lead
DominicEngineering
DanaFinance
BradSystems Architect
Voting
VOTE FOR ANSWERS
Voting
New hires
Atlassian veteranConfluence Developer
New guyConfluence Developer
Issac Anna
What are some great links and
resources for a new developer?
I SSAC GERGES , NEW CONFLUENCE DEVELOPER
”“
Issac’s question
TOPICS
Watch topics of interest
CLICK TO WATCH
Answer!
No picture?
Discover questions
QUESTIONS IN SEARCH
How can I update my photo on
directory.atlassian.com? KRZYZSTOF P IWOWAR
”“
@ mentions connect Q to A
@ MENTION COLLEAGUES
Problem solved!
the list goes on...
HOW CAN YOU DO IT?
MAGIC BEHIND QUESTIONS
MAGIC BEHIND ANSWERS
Atlassian Q&A
HOW CAN YOU DO IT?
INTRODUCTION
Discovery
SearchTopics
FOUNDERS
DEVELOPMENT
J IRA
BEER
Discovery
Popular
Connecting Q with A
@ mentions Watch topics
Validation
Voting Experts
1. Think longterm
2. Seed content
ExecutivesInternal Experts
3. Enlist help
4. Identify incentives
atlassian.com/questions
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Atlassian Q&A - Inside and Out
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