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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