News and Updates
Read announcements and celebrate wins
Exciting news! Knowledge Fest is going virtual*, it'll be 100% free, and it's now taking place on September 28-29. Best of all, you can register now!Whether you’re in operations, communications, sales, or support, Knowledge Fest is a great place for you to connect with peers, hear inspiring talks, and learn knowledge management strategies that will help your teams thrive in the hybrid world.It will feature incredible speakers from innovative companies Shopify, Zoom, Airtable, Monday.com, and more, and together we'll explore three tracks: Reinventing Collaboration and Communication in the New World of Work Knowledge Management Strategies for the Age of Information Overload How to Drive Company-Wide Alignment in an Asynchronous Environment Check out the speaker line-up (more coming soon!) and register here for free! We’re still in the planning process, and would love your input so we can create the best possible experience for this amazing community!Have questions, other ideas, or ex
Hey friends 👋🏻 I was curious, who’s planning to make it to Support Driven Leadership Summit coming up June 6-7 in Portland? @Caroline Krueger, @Marie Frei, @Adrian Guggenheim, Amanda, Audrey, and I will be there, and we’d love to connect with folks here in the community who will be there!Drop a comment if you’ll be there, and we’ll figure out some plans to meet up if we can 😊Coping in a few folks because I’m seeing the companies where you work are going on the SD page 👀 @Siobhan @Joshua Ordehi @Jessica Valero-Gil @Adrienne S
In a recent Deep Dive, we had the chance to learn from @Renee Osgood , Head of Customer Success Enablement at Ceros.“Ceros’ mission is to unlock creativity. Our Guru onboarding reflects this and introduces new hires right away to our company culture.” - Renee OsgoodCeros is a cloud-based experiential content creation platform that empowers marketers and designers to create content - without the need for coding. New hires are ramped up to their roles with a combination of Lessonly, Guru, and Slack. Mission, culture, and values information included in onboarding so that new hires can build a connection with Ceros. Everyone gets a 100 day onboarding journey, which includes checkpoints for progress and feedback. Renee walked us through about Cero’s approach to onboarding folks with Guru. Watch her interview:Questions covered with Renee: What is your role at Ceros? How does Ceros use Guru? What does the new hire experience look like at Ceros? How does Guru support that? How does the new
Hey everyone! At this week’s Guru Deep Dive, we talked about structuring content with Guru. Shoutout to our speakers @Jag Gill and @Lindsey Hart for sharing their best practices and learnings! Structuring content in GuruLearn how to effectively organize content in Guru to enable your end user. Map your knowledge Optimize your content for search discovery Analyze the behavior of your end user How did they do it? Here are some pro tips from customers and the Guru team! @Jag Gill , Senior Training & QA Specialist at Wealthsimple - 12:34About Jag and Wealthsimple How Jag’s team audited and mapped their knowledge Jag’s recommendations for knowledge mapping@Lindsey Hart , Coach Project Manager at Noom - 29:13About Lindey and Noom How Noom tackled their findability challenge by conducting user-testing How Noom’s user personas help them maintain and optimize their content over timeResourcesGuru Academy Course: Structuring Content in Guru Help center article (includes content mappin
In a recent Deep Dive, we had the chance to learn from @Vicki Yang , VP of People Operations at Bonusly. Vicki walked us through about Bonusly’s approach to onboarding (and offboarding) with Guru. “Guru Cards are embedded within our onboarding process so new hires don’t feel overwhelmed with information.” - @Vicki Yang, VP of People Operations at Bonusly, a peer-to-peer recognition platform. How Bonusly uses Guru for new hires: Guru is their searchable knowledge base Supplemented onboarding process with Cards Balancing remote-first work and company culture Navigating growth and attrition Questions covered with Vicki: What is your role at Bonusly? How does Bonusly use Guru? What does the new hire experience look like at Bonusly? How does Guru support that? What advice would you give to companies in the brain drain maintaining their employee experience in Guru? Catch the full Deep Dive recap here: Questions for Vicki? Have a takeaway you’d love to share? Drop em down below!
Dive into Guru for different teams! Guru authors across Marketing, Sales, Support, Product, Engineering, and People Ops came together to talk team-specific knowledge tips and inspiration in our Deep Dive on Guru for Different Teams. Hear from our special guests!These knowledge leaders are just a few of the amazing customers and Guru team members we heard from!@Kristin Fretz , Director of Revenue Operations at Bread Financial Renata Lapetina, Marketing at Pipefy Mario Frenkel, Knowledge Management at Pipefy Emma Healy, Internal Communications at Guru @Caroline Krueger , Support at Guru Ryan Yurkanin, Engineering at GuruDive into specificsContinue the breakout room conversations! Share your feedbackIf you have feedback on the Deep Dive experience and content, please share your feedback in this 5 min Deep Dive Survey. A winner is chosen every month to get a $25 Amazon Gift Card!
Meet Sara Knop, Customer Experience Content Specialist at Tidio@Sara Knop // LinkedIn: Sara KnopI have been working in Tidio for almost three years. Our company switched to remote work during that time, giving me a chance to travel and work. I traveled and worked in a few European countries but found my place for longer in Budapest, where I have lived now for more than a year. It's not my last destination as I am already looking for a new place to live and work from, haha :) I joined our Customer Experience Operations team a year ago, switching from the Support team. One of my biggest tasks in a new position was designing and introducing a new internal knowledge base for our team, so I am grateful the Guru tool turned out to be a great choice. How does your company use Guru?Guru is our internal knowledge management tool for the Customer Experience department, where we gather solutions & guides on troubleshooting the most common user issues & questions. Guru also lets us kee
THIS JUST IN: Guru’s first ever Out-of-Home campaign has now gone live in multiple cities in the United States!We’re being overloaded with information at work—and we’ve gotten so used to this that we rarely stop to think if the information we’re being inundated with actually serves a purpose. We’re showing the world the four types of “information overload”—too much, outdated, scattered, and irrelevant—and how Guru can help combat it. SPREAD THE WORD AND WINTeam up with us to help folks bogged down by information overload with Guru! Check out the following ways to spread the word. Each social mention will get you entered to win one of the 8 prizes! VIP KNOWLEDGE FEST TICKETS - 5 winners will receive $100 VISA GIFT CARD - 3 winners will receive a $100 visa gift card. We recommend spending this on self-care to heal from past information overload, but it is up to you! BASED IN NEW YORK, SAN FRANCISCO OR BOSTON? Take a selfie when you find a Guru ad out in the wild and post on social
Hey everyone! Reminder that today, Thursday, April 21st 10am PST / 1pm EST is our Deep Dive on structuring content in Guru! You'll hear from knowledge experts @Jag Gill , Training and QA Specialist at Wealthsimple, and @Lindsey Hart Hart, Coach Project Manager at Noom. Join us and learn how to: Audit and map your knowledge into a structure that serves your end users Optimize your content for adoption and search discovery Analyze the behavior of your end userRSVP here to grab a link to the Zoom! See you soon!P.S. A full recap and recording will be shared afterwards.
Welcome to the Guru Community, we’re thrilled that you’re here with us! Help others get to know you - in a comment below, introduce yourself with your name, role, company, and what brings you to the community :) After you introduce yourself, think about what you're looking to learn about from others and create new Q&A post to get input from the Community!We can’t wait to meet you and see you in the discussion!
Way back in the summer of 2020, when this Community was on Slack, we had a Best Guru Hype or Reminder Gif/Meme Contest (original thread carried over, below, for posterity), and the submissions were hilarious and amazing 😆 @Shona Fenner was and is the undisputed champion 👏🥇🙌 Check out this incredible bank of gifs/memes here, use them unapologetically in your company Slack or Teams to playfully encourage folks to use Guru, and share any new gifs/memes you come up with here in a comment below!Giphy makes it super easy to create these by the way!
Hey everyone! At today’s Guru Deep Dive, we talked about streamlining the new hire experience with Guru. Shoutout to our speakers @Vicki Yang , @Renee Osgood , and @Elyssa Lakin from Bonusly, Ceros, and Guru! Streamlining the New Hire Experience with GuruLet’s break down how Guru can help you gain a competitive edge in today’s hiring environment and create an exceptional onboarding experience. What type of information should you include in Guru for new hires?🌟 Onboarding Information🚨 Team-specific Information🌲 Reinforced Learning Best practices:Use Guru Knowledge Triggers to reinforce learning for new hires Leveraging project management tools like Asana, Monday.com, etc. for onboarding checklists. Spell out your onboarding steps and link folks to specific Guru content at a specific time Create Company-wide collections—go-to destinations for certain types of information (i.e. benefits information) How did they do it? Here are some pro tips from customers and the Guru team! @Vicki
Hey everyone! Reminder that today, Thursday, March 24th 11am PST / 2pm EST is our Deep Dive on streamlining the new hire experience! We’ll hear from VP of People Ops at Bonusly Vicki Yang, Head of CS Enablement at Ceros @Renee Osgood , and Sr People Ops Generalist at Guru @Elyssa Lakin ! This Deep Dive is for you if you’re wondering how you can ramp up new hires at double the speed Learn how you can accelerate your new hire onboarding process and company impact. We'll cover how to: Automate onboarding Consolidate company knowledge Gain visibility into new hire progressRSVP here! See you soon!
Hey everyone! The Guru Deep Dive this week was jam-packed with pro tips and recommendations for scaling your knowledge in Guru. We specifically learned how to leverage our new, free Light users feature. In case you missed it (or want to relive the greatness and take steps to scale your knowledge) here is the recap! Shoutout to our knowledge experts and speakers @Chandler Sopko and @Taylor Paschal for sharing Light user recommendations and their experiences at Noom and Guru. Scaling knowledge with Light users What happens when more people need access to knowledge? If this is the case at your company, chances are two things are likely happening: You have awesome resources in Guru you KNOW other team members would benefit from. Example → FAQ questions in your support collection. You have a compelling event that requires multiple teams to become ~ in the know ~. You know Guru would be a great place to house the knowledge, but many teams don’t have access. Example → You’re holding a
Looking to celebrate all the folks on your team who make the outcomes of Guru possible? You’re in the right place! For the actual ceremony, customize this deck. Work with your team to figure out the logistics - will you have a mic? What time will it be held? Is the whole company invited? How is word getting out? NOTE: To make the ceremony more interactive (and give more chances for winning!) pull the answers for the Q&A as well! Congratulations! You did it! Don’t forget to come back to the original challenge post to share your experience creating your own Guru Awards and get your exclusive Community badge!Host your own Guru Awards! Introducing the Guru Awards Challenge
Looking to celebrate all the folks on your team who make the outcomes of Guru possible? You’re in the right place! Now that you’ve identified honorees, you can make your Guru Awards! Make a copy of this slide deck (they're each individual awards) and fill in the proper names - the winners & your name. Adjust design to incorporate your company branding (optional) Print them out (try to find nicer paper) and make sure to print single-sided. Or, if this is virtual, save each slide as an individual PDF to send to folks.Once you’ve created your awards, head to the next step to plan your Guru Awards ceremony. Don’t forget to come back to the original challenge post to share your experience creating your own Guru Awards and get your exclusive Community badge!Host your own Guru Awards! Introducing the Guru Awards Challenge
Looking to celebrate all the folks on your team who make the outcomes of Guru possible? You’re in the right place! Welcome to step two of the Guru Awards challenge Today we’ll choose our award winners by using Guru data. As you pull the numbers to decide the winners, keep these things in mind: Spread the wealth: We should celebrate the most amount of people so if there was a duplicate name (person won more than one category) you can give the award to the next highest person Verify winners: Work with your team to make sure everyone on the list still works there/makes sense. Agree on timeline: Are you pulling data for the last year? 6 months? Decide your timeline and stay consistent! Identifying honoreesMaster of the Guru Universe → Most Cards created Card Conqueror(s) → New Guru users and/or power users crushing it from the start! Sherlock Holmes Award → Most cards found/viewed Xerox Award → Most copied Cards MVP - Most Verifier Player → Highest personal trust score (most cards v
Looking to celebrate all the folks on your team who make the outcomes of Guru possible? You’re in the right place! Welcome to step one of the Guru Awards challenge Today we’ll choose what awards will be included in your Guru Awards announcement and ceremony. Here are some suggestions. Leverage the list, and feel free to create your own. Share your ideas below to give other Guru Community members ideas! Suggested Awards! Award Reason Master of the Guru Universe Most Cards created Card Conqueror(s) New Guru users and/or power users crushing it from the start! Sherlock Holmes Award Most cards found/viewed Xerox award Most cards copied MVP - Most Verifier Player Highest personal trust score - most cards verified Guroofiest Funniest search terms Guru, but make it fashion. Author of the most-used card Most likely to ask “Did you Guru it?” Always searching Guru & contributing to it HashTAG - amazing Most searchable content - Best use of tags Shoulder tap d
Happy Guru Anniversary! Congratulations on one whole year with Guru, AND finding yourself at the final step of the Guru Anniversary Challenge. Today we’re reflecting on our Guru milestones. What were your biggest wins for the year? What’s next for your company and Guru? Head straight to the Guru Anniversary Challenge intro post and share your findings to grab your exclusive badge! It's your Guru birthday! Take the Guru Anniversary Challenge! Can’t wait to hear your wins!
Happy Guru Anniversary! Congratulations on one whole year with Guru, AND finding yourself at step eleven of the Guru Anniversary Challenge. Today’s metric of the day is about estimating your minutes saved during your year with Guru! How much time did you save with Guru? Multiply Card views x Estimated time it would take to find the answer shoulder tapping. The result = your estimated total time saved! Easily pull your Total # of Card Views from step #3: I’ll be estimating that we saved 5 minutes every time we find information on a Guru Card vs. Shoulder tapping. For example, at Guru, in 2021 our total card views were 585,030 . 585,030 x 5 = 2,925,150 minutes saved!!! WOW. That’s crazy! I can’t wait to see what your minutes saved were! Drop your calculations below. Don’t forget to share findings after completing the Guru Anniversary Challenge in this post to grab your exclusive badge! It's your Guru birthday! Take the Guru Anniversary Challenge!
Happy Guru Anniversary! Congratulations on one whole year with Guru, AND finding yourself at step ten of the Guru Anniversary Challenge. This step is about gathering quotes from your team about Guru! How do team members feel about Guru? What do your coworkers say about Guru? Gathering quotes is such a feel good exercise because takes all the numbers around the impact you’ve created with Guru and makes it feel REAL. Here are some simple, easy ways to go about this: DM your top power users / authors. Remember the folks you highlighted in the Day 8 and Day 9 challenges? Consider asking your Power users with the most Guru interactions and Guru Authors how they feel about Guru to find a quote. Post a survey in your team chat tool. This could be as simple as starting a Slack thread in a team channel. Often times Guru customers have channels for questions to source content for Guru Cards, or channels for their Knowledge Councils. Meet your team members where they are at and get a quick rou
Happy Guru Anniversary! Congratulations on one whole year with Guru, AND finding yourself at step eight of the Guru Anniversary Challenge. Today we’ll be shouting out your Top Guru Authors who made your year with Guru so great! Who are your Top Guru Authors? It’s time to shoutout the team members who helped create and keep up with content in Guru. This may look different for every team. At Guru, everyone can be an author. Other companies like Dataiku have a specific author and verification set up. Whatever your set up, take this opportunity to recognize your contributors! If you’re curious, find more details about @Grace Taylor ‘s process with Dataiku’s knowledge council in this recent Deep Dive: Guru Deep Dive Recap: Creating & Engaging a Knowledge Council If you want to take a quantitive approach, you can pull information from Card manager and track # Cards created by Authors in a spreadsheet! Pull Cards created during your year with Guru into a spreadsheet: Web App: Go to the w
Happy Guru Anniversary! Congratulations on one whole year with Guru, AND finding yourself at step eight of the Guru Anniversary Challenge. Today we’ll be identifying our Guru Power Users from your year with Guru. Who are your Top Guru Power Users? Web App: Go to the web app (app.getguru.com) and head to the Analytics Tab Head to the Users Section in the Analytics Tab Change the date range to be “in the year XXXX” - Note: you may want to adjust this, depending on what window of time you’d like to measure with Guru. I recommend matching this to your approach in Step 1! Decide on a timeline and keep it consistent for reporting to come. Look at the bottom left section “Usage by User” Download CSV Import CSV into a spreadsheet tool like excel or Google Spreadsheets Find the sum of usage counts for each user for the whole year Sort the sum column by descending Find who rises to the top!NOTE: Usage encompasses all Guru active user events, including each time a user views, copies, searches,
Happy Guru Anniversary! Congratulations on one whole year with Guru, AND finding yourself at step seven of the Guru Anniversary Challenge. Today we’ll be sharing the total # of Guru Users we have at our companies. How many Guru users do you have? Share below! If you have admin access: Web App: Go to the web app (app.getguru.com) and head to “Team Summary” under the Billing page. Find a summary of your Guru users there! (This is just an example). If you don’t have admin access (like me hehe) you can:Head to the Users Section in the Analytics Tab Change the date range to be “in the year XXXX” Note: you may want to adjust this, depending on what window of time you’d like to measure with Guru. I recommend matching this to your approach in Step 1! Decide on a timeline and keep it consistent for reporting to come. Look at the bottom left section “Usage by User” Scroll down to capture the total number! Some folks may have over 1,000 Guru users. In that case, feel free to export the CSV a
Happy Guru Anniversary! Congratulations on one whole year with Guru, AND finding yourself at step six of the Guru Anniversary Challenge. Today we’ll be reflecting on knowledge gaps you’ve been able to fill in your year with Guru. These will come anecdotally as you reflect on the year. What questions came up in your team chat tool/Slack that were turned into Guru Cards? Did you expand to a new department this year, and create knowledge for a people ops collection or product collection? One way customers tend to find knowledge gaps and create Cards is by looking at the searches producing no results, and spinning up those keywords into optimized Guru Cards. @Sarah W recently shared how this approach contributed to stellar adoption at YNAB in last month’s Deep Dive, check it out here if you’re interested: Guru Deep Dive Recap: Increasing Guru Adoption Share an example knowledge gap you filled in your year with Guru! To review searches producing no results: Web App: Go to the web app (app
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