Liz Gray Knowledge Management Lead Braintree @elcgray

Documentation Domination:

Carolyn Sinon Technical Communicator Braintree @carolynsinon

How to Build a Knowledge Sharing Culture in 4 Easy Steps

Worked at Braintree for the past four years, founded

Docs team in 2014

Moved into education as Director of Technology

Started working in tech at Apple

Liz Gray: Knowledge Management Lead

Function as the Operations Liaison for Braintree’s Documentation team

Started working in tech at Groupon

Carolyn Sinon: Technical Communicator

Focus: Community and collaboration

2007

2011 Ranking:

#47 Inc. 500’s Fastest Growing Companies

“Online Payments Service Braintree Acquires Social Payments Startup

Venmo for $26.2M” Posted Aug 16, 2012 by Frederic Lardinois

“Braintree’s Payments Platform Launches Across

Europe and Canada” Posted Aug 29, 2012 by Sarah Perez

“Braintree launches in Australia!” Nov 14, 2012

Support the people who support our customers

ConfluenceTechnical documentation

Policy

Procedure

Internal audience

ArticlesWalkthroughs

Product guides

Reference material

Less technical audience

API DocsWalkthroughs

Product guides

Reference material

Technical audience

Where We Started

Problems We Encountered

Four “Easy” Steps

Measuring Progress

Agenda

Where We Started

Problems We Encountered

Four “Easy” Steps

Measuring Progress

Multiple wikis Google Docs White Boards Post-It Notes

?

?

?

?

? ?

?

?

?

?

? ?

http://www.blogcdn.com/www.mandatory.com/media/2013/05/tumblrmlqr8szgqd1rw9dz1o1400.gif

The system wasn’t working

• Easy to use • Easy to modify • Content migration • Expansion options

Needs

Build a Docs army

Communicator

Detail-oriented

Self-starter

Self-learner

Braintree Docs team today

Where We Started

Problems We Encountered

Four “Easy” Steps

Measuring Progress

http://www.funnyjunk.com/Not+so+happy+caturday+fj/funny-gifs/5166462

The most challenging aspect of knowledge management is fostering a documentation-minded culture

https://recodetech.files.wordpress.com/2014/01/tumblr_luhh7dbohs1qlqu5co1_500.gif

http://i.imgur.com/T2CqX2U.gif

http://i.imgur.com/JbTdlZr.gif

https://notesfromachair.files.wordpress.com/2015/08/will-ferrell-bush.gif

http://static1.businessinsider.com/image/552fe495ecad043e4ae8a4d8/hammond%20as%20gore%20.gif

We asked ourselves Why does it matter that they

contribute?

Why is it valuable to them?

How do we get people to want to be involved?

What happens if they don’t?

Where We Started

Problems We Encountered

Four “Easy” Steps

Measuring Progress

Tip 1: Provide lots of training resources and be prepared to repeat yourself

Tip 2: Encourage participation

BTU 411Early introduction

Encourage participation

Create personal spaces

Promote experimentation

Weekly UpdateInternal communication

Team updates

Product updates

Fostering community

Tip 3: Get leadership buy-in

Tip 4: Plan for rapid growth

0

1250

2500

3750

5000

March 2013

September 2015100

1.209790

4.080

Pages Users

Page and User Count

Where We Started

Problems We Encountered

Four “Easy” Steps

Measuring Progress

“Want” became “need”

Poll employees

• How regularly do you use the wiki? • How critical is it to your job? • How accurate is it? • How easily can you find what you need? • What would you like to see change

or improve?

93%of employees regularly use the wiki for their jobs

What we learned

May 2015 The wiki is considered to be a necessary tool for employees, but the accuracy of some of the information is still questionable

What we’re doing

Start at the door Ensure that wiki training is a part of every new hire’s education

Continuing education Introduce tips and tricks for better wiki use via Weekly Update PSAs

Dedicated resources Hire someone to focus entirely on improving the wiki

95%of employees regularly use the wiki for their jobs

3,5

3,6

3,7

3,8

3,9

May November

3,6

3,9

Regularity of Use

3,4

3,475

3,55

3,625

3,7

May November

3,5

3,7

Criticality of Wiki

0

1,25

2,5

3,75

5

May November

3,5 3,5

Accuracy of Content

3,19

3,218

3,245

3,273

3,3

May November3,2

3,3

Searchability

“I think even having like a Docs check-in person per team so you know who

you can hound to fix things or give you truth might be helpful.”

“I wish it was easier to add things. There are so many things I learn

that should be wiki-ed, but it’s so much effort to update.”

“more consistent title names”

“more uniformity”

“searchable keywords”

Mar Apr Jun Aug Oct Dec Feb AprMarJanNovSepJulMay

20152014

Information overload

• Create a taxonomy • Establish a controlled vocabulary • Eliminate outdated and duplicate

information • Identify content experts that can help

oversee quality and accuracy of department-specific content

• Establish a tiered permission structure

Conclusion

http://0.media.collegehumor.cvcdn.com/85/69/324b9d1f355f7af5753bc9d61fb3174b.gif

Tip 1: Provide lots of training resources and be prepared to repeat yourself

Tip 2: Encourage participation

Tip 3: Get leadership buy-in

Tip 4: Plan for rapid growth

http://38.media.tumblr.com/e95bd2a317c632ad00fce24bbf9385ca/tumblr_mloa08X1v91rq3i3ro1_500.gif

Thank you!

Liz Gray Knowledge Management Lead Braintree @elcgray

Carolyn Sinon Technical Communicator Braintree @carolynsinon