What kind of best practices/guidelines are folks using to make sure people making good use - but not over use - of Knowledge Alerts, especially if you've got the whole company in Guru?
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Great question, very curious to hear what folks here do for this! @siobhan has over use become a problem, or are you preparing ahead to it doesn't become a problem?
I'm going to check with our internal communications team to see if we've normed on guidance and best practices at Guru, will circle back to share anything I learn.
I'm going to check with our internal communications team to see if we've normed on guidance and best practices at Guru, will circle back to share anything I learn.
Sort of both. We did have a lot of KA's going out for Product Updates as they happen frequently since we have 4 different tools in our platform (plus we do our own billing). People thought was a lot of noise, so I'm trying to think of a way to strike a balance.
I'm hoping that Zapier will allow a digest style card to be easily created and then THAT could be the KA for the week.
But I'm foreseeing when we have People Ops in as well, there will Product Updates, Policy Updates, Process Updates… and which should get a KA? One thing I've done so far is set up a Zap that shares two filters from Card Manager for cards new/updated in last 7 days in our Support Collection into our Support channel every Tuesday. It's not a digest per se, but it's an easy way to remind people to check out new & updated cards.
Got it, thanks for the additional info! Have you considered starting a newsletter like this (shout out to @zev !) that summarizes key updates and is sent with a KA on a recurring basis (e.g., weekly, bi-weekly, or monthly)? We have two similar newsletters like this - one with general company updates (authored by People Ops.) and one on go-to-market and product updates, which has worked really well for us.
I'm hoping we can get something like that in the future. For now we're looking for something more automated to reduce notifications. I really liked the Product Enablement blog post recently but we iterate a bit too fast for that at the moment :slightlysmilingface:
• Knowledge alerts should be associated with an action. `Send an alert if there's something you need the team to be able to do`
• Send knowledge alerts with a consistent format (template) /cadence basis (i.e. on Tuesdays at 1pm)
• Send knowledge alerts as meeting pre-reads, reading it is your ticket
to the meeting• No more than 2 company-wide KAs per week
this is helpful, thanks! i'll take it back to the team.
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