Houston, we have a knowledge problem (but not for long!)
In this playbook, we'll cover:
Defining your team's Guru success
Structuring your knowledge base to scale
Building out your team's knowledge in Guru
Training the team and monitoring their adoption
Wahoo! You got Guru.
Welcome to the knowledge-sharing network— we're glad you're here!
To ensure your team's success, we've laid out a clear path to guide you
and your team to Guru greatness, complete with questions to keep in
mind as you're getting started and tips and tricks for driving strong Guru adoption.
🎉 Getting Started in Guru
Invite your content creation team!
Invite your subject matter experts to the Guru instance
Add your users to the appropriate Groups. Groups and advanced permissions are available in our Builder/Expert editions.
Assign permissions to your Collections so your Groups have Author or Collection Owner access.
🍎 Week 1: Capture the low-hanging fruit
1. Begin the Knowledge Capture Process
Follow these three easy steps to quickly capture the information your team is currently sharing - that's likely going to waste!
Step 1 - Count:
How many questions have been asked in a common Slack channel or shared email account over the past 7 days;
How many times a few top "experts" have been asked questions over the past 7 days (ask them to estimate).
Step 2 - Add these up, and you'll probably find:
There's a lot of wasted information;
Customers aren't getting fast/accurate answers;
Subject matter experts are spending non-trivial amounts of time answering internal questions;
New employees don't even know what to ask, are afraid to ask, and/or are sharing half-truths in an effort to help one another.
Step 3 - Ask subject matter experts to add as many of the above into Guru as you can in 30 minutes
We've found it takes just 30 minutes to create 25 Guru Cards from wasted knowledge.
💡 Tip
To complete Step 3, try using:
Guru Slack action to create new Cards or add to existing Cards in Slack;
Knowledge Clipper to create Cards from web pages;
Copy / Paste into Spreadsheet for bulk import.
Learn more about Knowledge Syncs, which enable Guru to extract content from an external source and populate that content in Guru.
2. Create and Share Guru Training Resources
Create a Card in your instance overviewing the following resources:
Download the Guru Browser Extension
Learn how to search with filters
Search the Guru Help Center
Take a Guru Academy course
Join the Guru Community to ask questions and share feedback
Publish the Card and then use Guru's announcement feature to send this new Card out to the team!
📣 Week 2: Push information to users
Send an Announcement
For critical updates you want to A) get in front of your team, and B) certify that they received it, try using an announcement.
Create Knowledge Triggers for key systems and webpages
To push information to your team in the Guru Browser Extension, based on keywords and fields, set up Knowledge Triggers.
Create Slack Activity Feeds
To automatically post an update to a Slack channel each time you add new information to Guru, create a Guru Slack Activity Feed.
✍️ Week 3: Import, sync, and curate
Import information that will live in Guru
The power of Guru is the immediate accessibility of your content. Our content migration options will expedite the process of importing your existing content, so your team can experience the benefit of Guru right away.
Sync information that will continue to live in an external system
The Guru Knowledge Sync feature enables Guru to extract content from an external source and populate that content into a Read-Only Collection within Guru. This way, Guru users can search both internal and external-facing content from one place.
Assign others to keep the information in Guru up to date
It's important to ensure that Cards are being verified by subject matter experts and in a timely fashion. Thus, Verifiers and verification timelines for Cards should be updated to reflect any personnel changes on your team, such as promotions or transfers. You can edit the verification timeline and Verifier on individual or multiple Cards using Card Manager.
Review Slack Trending Topics
Guru's Trending Topics digest in Slack helps you identify gaps in your knowledge base by surfacing trends in designated Slack channels. This makes it easy to transfer content from Slack conversations back into Guru to ensure that information lives where it can be searched for and trusted.
📈 Week 4: Measuring success and adoption
Gain buy-in from the team
To help get the team onboard with Guru, remind folks of why you are adopting Guru as a company.
Get your managers, executives, & team leads to commit to documenting their team meeting outputs, projects, and processes in Guru. Your company goals & OKRs are a great thing to put in Guru!
Remind users to add the Guru Chrome Browser Extension. It adds a layer of verified knowledge on top of the apps they use every day. Adding the extension is crucial to realizing Guru's potential for increased efficiency and access to information from your workflow.
Review Analytics
Once these users use Guru in their normal workflows, review the Analytics tab to determine the Cards they used the most, what they searched for and found, and more importantly, what they searched for but didn't find. The latter provides a great indication of what to add to Guru next!
Use our Slack or Microsoft Teams integration to answer questions with Guru Cards
When your team asks a question in Slack or Microsoft Teams, answer with a Guru Card! This is a great way to encourage users to check Guru before asking a question.
📑 Related articles
Using Guru for a specific use case? Check out these articles in order to set your team up for success: