What is common between product docs, Slack channels, and Wikis? Why, everyone ignoring all of those and instead asking the subject matter expert the same question over and over again, of course!
A 🧵on the next big thing in tech: effective knowledge management: #knowledgeispower
1/ It is no exaggeration when @SlackHQ calls itself the Digital HQ of a company - our chat apps accrue staggering amounts of information. This information can be tapped to unlock tremendous value! #chatops #KnowledgeManagement #projectmanagement
2/ Answers v. Information: Answers are often derived by putting together information from multiple sources. These sources are often not well documented or rely on the user knowing the system to find them. New hires are disadvantaged. #information #KnowledgeGraph
3/ Info silos: There is 1 source of truth - code in tech. All docs, procedures etc are derived frm it. Despite this, Sales, CSMs etc often have their own information silos. If a process involves interacting with another org, say Sales w/ Legal, its a complete blackhole! #silos
3. Lazy information seekers: The first instinct for anyone seeking information is to ask. Usually, without checking the chat history in the channel to see if a similar question has already been answered. #MisalignedIncentives #LMGTFY #ReadTheManual
@StackOverflow is trying to solve for Ans v. Info @zulip @Mattermost @gitchat @github are taking on ChatOps @shelf_io @moveworks @Guru_HQ are tackling the lazy seeker problem. Any solution that successfully targets all three would be an absolute game-changer!
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