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But if you're scratching your head because you’re not familiar with Stack Internal and are wondering how it can be a resource as you tackle your day-to-day responsibilities, there's no need to fret - we’ve got you covered with this super simple user guide.","2023-10-24T16:17:00.000Z",{"_type":27,"current":1224},"how-to-use-stack-overflow-for-teams",{"_createdAt":1199,"_id":1200,"_rev":1201,"_type":35,"_updatedAt":1202,"slug":1226,"title":1215},{"_type":27,"current":1214},"Guide: How to use Stack Internal",{"image":1229,"link":53,"preface":1232,"publishedAt":1233,"slug":1234,"subcategory":1236,"title":1238},{"_type":49,"asset":1230},{"_ref":1231,"_type":52},"image-f99d67ff371d844130c2afffe7aea86b826b6d9b-2400x1260-png","We’ve curated ten of the most frequently asked questions about Stack Overflow for Teams to save you time and get your team up and running faster.","2023-03-15T15:42:31.203Z",{"_type":27,"current":1235},"10-tips-for-using-stack-overflow-for-teams",{"_createdAt":1199,"_id":1200,"_rev":1201,"_type":35,"_updatedAt":1202,"slug":1237,"title":1215},{"_type":27,"current":1214},"10 tips for using Stack Overflow for Teams",{"image":1240,"link":53,"preface":1243,"publishedAt":1244,"slug":1245,"subcategory":1247,"title":1249},{"_type":49,"asset":1241},{"_ref":1242,"_type":52},"image-7a37a1095dfc6d87ffe23d519b32422a70b775ad-2400x1260-png","We asked Stack Overflow’s adoption community of practice to share a definitive set of tagging best practices that you can take back to your team.","2022-12-17T01:44:00.000Z",{"_type":27,"current":1246},"tagging-best-practices-applying-tags",{"_createdAt":1199,"_id":1200,"_rev":1201,"_type":35,"_updatedAt":1202,"slug":1248,"title":1215},{"_type":27,"current":1214},"Best practices for tag lifecycle management: Applying tags",{"image":1251,"link":53,"preface":1243,"publishedAt":1254,"slug":1255,"subcategory":1257,"title":1259},{"_type":49,"asset":1252},{"_ref":1253,"_type":52},"image-c69302b4223ef640b47a7034338803cfbbe7a4fc-2400x1260-png","2022-11-02T00:44:36.622Z",{"_type":27,"current":1256},"tagging-best-practices-strategy-and-maintenance",{"_createdAt":1199,"_id":1200,"_rev":1201,"_type":35,"_updatedAt":1202,"slug":1258,"title":1215},{"_type":27,"current":1214},"Best practices for tag lifecycle management: Tag strategy and maintenance",{"image":1261,"link":53,"preface":1264,"publishedAt":1265,"slug":1266,"subcategory":1268,"title":1270},{"_type":49,"asset":1262},{"_ref":1263,"_type":52},"image-51de7a98f08c9f84e95e8ac23f25ffd1b8f5ff8f-1200x630-png","We’ll explain the big problems inaccurate knowledge can cause, how to determine if your knowledge base is inaccurate, and discuss how you can solve this common challenge.","2022-03-17T22:25:33+0000",{"_type":27,"current":1267},"how-do-you-stack-up",{"_createdAt":1199,"_id":1200,"_rev":1201,"_type":35,"_updatedAt":1202,"slug":1269,"title":1215},{"_type":27,"current":1214},"Knowledge base health: how do you stack up?",{"image":1272,"link":53,"preface":1275,"publishedAt":1276,"slug":1277,"subcategory":1279,"title":1281},{"_type":49,"asset":1273},{"_ref":1274,"_type":52},"image-9449b415944187a6c31c38f5a48ee31d0eac13a3-1200x630-png","An overview of the roles that can be assigned to users within the Stack Overflow for Teams knowledge sharing and collaboration platform.","2021-12-10T11:53:30+0000",{"_type":27,"current":1278},"teams-enterprise-user-roles",{"_createdAt":1199,"_id":1200,"_rev":1201,"_type":35,"_updatedAt":1202,"slug":1280,"title":1215},{"_type":27,"current":1214},"Introduction to user roles – Enterprise plan",{"image":1283,"link":53,"preface":1286,"publishedAt":1287,"slug":1288,"subcategory":1290,"title":1292},{"_type":49,"asset":1284},{"_ref":1285,"_type":52},"image-b7a87742b6652c9814b6f547bd700d44d50ab0c8-2400x1260-png","You’ve decided to try Stack Overflow for Teams. 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","2022-03-02T21:39:13+0000",{"_type":27,"current":1487},"introduction-to-content-health",{"_createdAt":1350,"_id":1351,"_rev":1352,"_type":35,"_updatedAt":1353,"slug":1489,"title":1366},{"_type":27,"current":1365},"Introduction to Content Health and its new capabilities",{"image":1492,"link":53,"preface":1275,"publishedAt":1495,"slug":1496,"subcategory":1498,"title":1500},{"_type":49,"asset":1493},{"_ref":1494,"_type":52},"image-1e1b70788e6393935e9924c8fd5f3da6a3f64710-1200x630-png","2021-12-09T11:19:15+0000",{"_type":27,"current":1497},"teams-business-user-roles",{"_createdAt":1350,"_id":1351,"_rev":1352,"_type":35,"_updatedAt":1353,"slug":1499,"title":1366},{"_type":27,"current":1365},"Introduction to user roles – Business plan",{"image":1502,"link":53,"preface":1505,"publishedAt":1506,"slug":1507,"subcategory":1509,"title":1511},{"_type":49,"asset":1503},{"_ref":1504,"_type":52},"image-e4c6d28e234594513591152907156e83a29cdf6a-1200x628-png","A step-by-step guide for using Content Health to keep your knowledge base up-to-date and reliable","2021-11-17T17:10:01+0000",{"_type":27,"current":1508},"how-to-keep-your-knowledge-base-healthy-with-content",{"_createdAt":1350,"_id":1351,"_rev":1352,"_type":35,"_updatedAt":1353,"slug":1510,"title":1366},{"_type":27,"current":1365},"How to keep your knowledge base healthy with Content Health",{"image":1513,"link":53,"preface":1515,"publishedAt":1516,"slug":1517,"subcategory":1519,"title":1521},{"_type":49,"asset":1514},{"_ref":1220,"_type":52},"To build great products, you need great discovery. Sometimes that means looking at old code or projects that never made it out the door to learn and evolve. Being able to find answers to questions on specific PRs, Gists and Commits, you’ll spend less time digging and more time building. See how our GitHub Enterprise integration works in this quick demo.","2021-03-29T21:08:41+0000",{"_type":27,"current":1518},"github-integration-demo",{"_createdAt":1350,"_id":1351,"_rev":1352,"_type":35,"_updatedAt":1353,"slug":1520,"title":1366},{"_type":27,"current":1365},"GitHub integration demo",{"image":1523,"link":53,"preface":1526,"publishedAt":1527,"slug":1528,"subcategory":1530,"title":1532},{"_type":49,"asset":1524},{"_ref":1525,"_type":52},"image-100c8d180459948466e3642078952e7bb3ad065e-1200x630-png","Grouping questions, answers, and Articles together into a Collection is one of the key benefits of our Business and Enterprise plans. 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","2021-06-25T18:51:02+0000",{"_type":27,"current":1615},"to-really-get-going-with-stack-overflow-for-teams",{"_createdAt":1568,"_id":1569,"_rev":1570,"_type":35,"_updatedAt":1571,"slug":1617,"title":1584},{"_type":27,"current":1583},"Enabling rapid platform adoption",{"image":1620,"link":53,"preface":1623,"publishedAt":1624,"slug":1625,"subcategory":1627,"title":1629},{"_type":49,"asset":1621},{"_ref":1622,"_type":52},"image-c137c0ba95ce2b1ce6d53d2dc84dc33b22f81d5c-1200x630-png","To get your people talking on Teams, try creating an internal newsletter. This template will make that process as quick and easy as possible. ","2021-04-09T11:33:57+0000",{"_type":27,"current":1626},"internal-newsletters",{"_createdAt":1568,"_id":1569,"_rev":1570,"_type":35,"_updatedAt":1571,"slug":1628,"title":1584},{"_type":27,"current":1583},"Boost engagement with an internal newsletter (Template) ",{"image":1631,"link":53,"preface":1634,"publishedAt":1635,"slug":1636,"subcategory":1638,"title":1640},{"_type":49,"asset":1632},{"_ref":1633,"_type":52},"image-6b32a8b0318c47db5227f949b4dec44e89a31071-2344x1049-jpg","You don’t have to rely on your memory or Slack’s search capabilities to do great work. With the power of your team’s collective wisdom in an easy-to-search and easy-to-find location, you’ll be able to access information and get back to doing what you do best.","2021-02-17T16:13:40+0000",{"_type":27,"current":1637},"stack-vs.-slack-a-users-guide",{"_createdAt":1568,"_id":1569,"_rev":1570,"_type":35,"_updatedAt":1571,"slug":1639,"title":1584},{"_type":27,"current":1583},"Stack or Slack: A user’s guide",{"_type":27,"current":1583},{"body":1643,"title":1644},"Subscribe to receive Stack Internal content around knowledge sharing, collaboration, and AI.","Stay updated",{"_createdAt":1646,"_id":1647,"_rev":1648,"_type":1649,"_updatedAt":1650,"body":1651,"category":1907,"estimatedReadingTime":1923,"headers":1924,"linkedResources":1937,"preface":1938,"product":1939,"publishedAt":1966,"related":1967,"resourceType":3184,"seo":3191,"sidebarCta":3193,"slug":3201,"subcategory":53,"tags":3203,"title":3204,"updatedAt":3205,"visible":3206},"2022-04-05T19:57:58Z","prismic_YRzsIBEAACIAboFs","7eLU1MOVuFTYeFlIeLMS6B","resource","2023-02-07T10:47:33Z",[1652,1660,1669,1677,1685,1693,1701,1709,1718,1726,1734,1742,1750,1758,1766,1774,1782,1790,1798,1806],{"_key":1653,"_type":17,"children":1654,"markDefs":1659,"style":25},"050cb16bff15",[1655],{"_key":1656,"_type":21,"marks":1657,"text":1658},"050cb16bff150",[],"As part of the Adidas group, Runtastic develops a continuously evolving portfolio of apps and online services to track fitness and health data. Their product is used by 142 million fitness enthusiasts and those wanting to become more active. The team committed to an agile development philosophy, but as it grew from 20 developers to an engineering team of 120, the leadership team recognized there was a challenge in maintaining that culture. Stack Overflow for Teams became a central tool to enable collaboration across offices and department silos.",[],{"_key":1661,"_type":17,"children":1662,"markDefs":1667,"style":1668},"62f217523383",[1663],{"_key":1664,"_type":21,"marks":1665,"text":1666},"62f2175233830",[],"The challenge(s): Protect a culture of flowing communication in a growing tech department",[],"h2",{"_key":1670,"_type":17,"children":1671,"markDefs":1676,"style":25},"f47f2027436f",[1672],{"_key":1673,"_type":21,"marks":1674,"text":1675},"f47f2027436f0",[],"Founded in 2009, Runtastic grew from a small team to a 250-person-strong organization spanning Salzburg, Pasching, and Vienna. With many of the core team members still around, they had to adjust from a place where everyone was catching up with everyone on a daily basis to one where information flows through static written sources. Here they faced the problem many development teams face: “The documentation ends up more then you needed.” David Österreicher Head of Engineering Premium describes one of the inherent problems of documentation.",[],{"_key":1678,"_type":17,"children":1679,"markDefs":1684,"style":25},"c082d9397573",[1680],{"_key":1681,"_type":21,"marks":1682,"text":1683},"c082d93975730",[],"“You sit down to write a piece of documentation in a wiki, in our case Atlassian Confluence, but the person writing documentation never knows how many details to include. You then need all these smaller clarifications around it, so you ping someone on Slack, and get more context.” This additional conversation would then be lost, not searchable, in the Slack timeline. With the result of the team answering the same question over and over again. “We were just repeating ourselves constantly.”",[],{"_key":1686,"_type":17,"children":1687,"markDefs":1692,"style":25},"1f74ae47290d",[1688],{"_key":1689,"_type":21,"marks":1690,"text":1691},"1f74ae47290d0",[],"So Österreicher was instantly convinced when the Stack Overflow for Teams announcement came: “Someone suggested it in a chat room ‘Hey could this be useful?’ And the offer was instantly convincing: Only document the things your team wants to know at any given point. 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But Teams works as an index.”",[],{"_key":1710,"_type":17,"children":1711,"markDefs":1716,"style":1717},"f5140e8d3a12",[1712],{"_key":1713,"_type":21,"marks":1714,"text":1715},"f5140e8d3a120",[],"Establishing a standard during adoption",[],"h3",{"_key":1719,"_type":17,"children":1720,"markDefs":1725,"style":25},"f56a88a1721f",[1721],{"_key":1722,"_type":21,"marks":1723,"text":1724},"f56a88a1721f0",[],"The roll-out initiated by Österreicher on the backend team was later adopted by all product development teams. Team members were required to add example questions to the Team. “We followed the onboarding recommendations from Stack Overflow. Finding example questions was easy, we just looked at the questions in chat for the last two weeks.” Leading by example quickly resulted in establishing a good standard for questions. Österreicher “I believe people experienced first hand if they put in the effort, format a question nicely, re-read it, then they get a better answer in return.”",[],{"_key":1727,"_type":17,"children":1728,"markDefs":1733,"style":25},"cd1d358f6e51",[1729],{"_key":1730,"_type":21,"marks":1731,"text":1732},"cd1d358f6e510",[],"“We saw a slightly different usage than on public Stack Overflow. People don’t just give a straight answer, they also add some context. 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Which Österreicher says sits well with the matrix model in which they are structured. So tags reflect not only the teams of engineers working together but cluster around fields of expertise.",[],{"_key":1759,"_type":17,"children":1760,"markDefs":1765,"style":25},"6dd8719a0492",[1761],{"_key":1762,"_type":21,"marks":1763,"text":1764},"6dd8719a04920",[],"Zavarnitsyn sees the benefits here of working across different teams and offices. Conversations that would have happened in a smaller group are now visible to the whole company. “I am in Linz, so it really helps to just post something under, say, the Android tag. And then we have a Slack channel set up for that, so everyone at the company will see that question.” As an active user of the public Stack Overflow site Zavarnitsyn enjoys the additional means to notify members in Runtastics private instance. “My favorite feature is that on the private instance you can mention a specific person who might know the answer.”",[],{"_key":1767,"_type":17,"children":1768,"markDefs":1773,"style":1717},"849821131d64",[1769],{"_key":1770,"_type":21,"marks":1771,"text":1772},"849821131d640",[],"Adding context and history to formal onboarding documentation",[],{"_key":1775,"_type":17,"children":1776,"markDefs":1781,"style":25},"94debff83e55",[1777],{"_key":1778,"_type":21,"marks":1779,"text":1780},"94debff83e550",[],"Not only did the quality of answers improve massively to those previously shared hastily in an email or chat, but Österreicher also notices that because Stack Overflow for Teams isn’t full-blown documentation, the kind of questions sometimes have a conversational aspect them. “I call this Runtastic lore: decisions and context that otherwise, only two people would mention over coffee.” He gives an example of a backend service called VEGAS, which is confusing to new starters. 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in 2007, ",{"_key":1987,"_type":21,"marks":1988,"text":1990},"bb9a971acce21",[1989],"b83d4c87af7e","Dropbox",{"_key":1992,"_type":21,"marks":1993,"text":1994},"bb9a971acce22",[]," offers secure, flexible cloud storage and file sharing for individuals, teams, and enterprise customers. With Dropbox, teams can work together in one place; manage tasks; and securely store, sync, and share files. Organizations across education, media, technology, retail, and construction use Dropbox as a smart workspace: a digital environment that connects a team’s content, their preferred tools, key stakeholders, and critical conversations in one place—rather than fragmented across different communication and collaboration channels. 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Their group became a go-to resource within Dropbox for mobile engineering questions, so the team often found itself overwhelmed with repeat questions that were answered (or not) in different documents and formats across their then-current set of tools. Lily's team needed a knowledge management solution that was centralized and searchable, so people could find the information they needed easily without needing to ask the same questions over and over again.",[2020],{"_key":2013,"_type":1997,"href":2021},"https://www.linkedin.com/in/lchen8/",{"_key":2023,"_type":17,"children":2024,"markDefs":2029,"style":25},"99207f091734",[2025],{"_key":2026,"_type":21,"marks":2027,"text":2028},"99207f0917340",[],"“Our big pain points were finding the right links to send around and searchability,” Lily said.",[],{"_key":2031,"_type":2032,"citation":2033,"copy":2034},"XQbFu7g1","quote","Lily Chen, Android engineer at Dropbox","“We had a lot of repeated questions, for my team in particular. And we found that we had a couple of teammates who spent a significant amount of their time just fielding questions from other mobile engineers… And a lot of the time they were just responding with links because other people couldn’t find the links.”",{"_key":2036,"_type":17,"children":2037,"markDefs":2042,"style":25},"3962ad3e8f74",[2038],{"_key":2039,"_type":21,"marks":2040,"text":2041},"3962ad3e8f740",[],"Members of Lily’s team who had valuable historical knowledge were spending time and energy answering questions they had already answered—often responding with links to information the questioners theoretically had access to, but couldn’t locate because the knowledge base wasn’t searchable. Clearly, this wasn’t an effective or scalable approach.",[],{"_key":2044,"_type":17,"children":2045,"markDefs":2059,"style":25},"d273482e9ac6",[2046,2050,2055],{"_key":2047,"_type":21,"marks":2048,"text":2049},"d273482e9ac60",[],"Initially, Lily was looking for a knowledge management solution that would make it easy for everyone to find the answers they needed, when they needed them in a centralized, searchable location. “My team had a quarterly goal of exploring options for knowledge management,” they said, “and then I was put in touch with ",{"_key":2051,"_type":21,"marks":2052,"text":2054},"d273482e9ac61",[2053],"42f30049babd","Ju Shin Lee",{"_key":2056,"_type":21,"marks":2057,"text":2058},"d273482e9ac62",[],", a Product Manager who was tackling broader knowledge management solutions for the wider Dropbox community.”",[2060],{"_key":2053,"_type":1997,"href":2061},"https://www.linkedin.com/in/jushinlee/",{"_key":2063,"_type":17,"children":2064,"markDefs":2078,"style":25},"1779949b9f40",[2065,2069,2074],{"_key":2066,"_type":21,"marks":2067,"text":2068},"1779949b9f400",[],"Both for the mobile team and across the company, Dropbox needed a solution that would document historical knowledge and connect people with the answers they needed without interrupting developer workflows. ",{"_key":2070,"_type":21,"marks":2071,"text":2073},"1779949b9f401",[2072],"52420de4c412","Ian Gordon",{"_key":2075,"_type":21,"marks":2076,"text":2077},"1779949b9f402",[],", a Dropbox Engineering Manager, reflected:",[2079],{"_key":2072,"_type":1997,"href":2080},"https://www.linkedin.com/in/ianegordon/",{"_key":2082,"_type":2032,"citation":2083,"copy":2084},"CMZ4C9Ev","Ian Gordon, Engineering Manager at Dropbox","“We had these subject matter experts and they have a ton of arcane knowledge locked in their brains or possibly in some documents, but getting people to the right documents was really hard.”",{"_key":2086,"_type":17,"children":2087,"markDefs":2092,"style":25},"1022b18f1161",[2088],{"_key":2089,"_type":21,"marks":2090,"text":2091},"1022b18f11610",[],"The challenge for Dropbox, in Ian’s words, was: “How do we solve the problem of finding answers to questions that are either common and keep coming up—frequently asked questions—or questions that are very detailed and specific and may only live in a couple people’s area of expertise?”",[],{"_key":2094,"_type":17,"children":2095,"markDefs":2100,"style":1668},"a83c5bf83b37",[2096],{"_key":2097,"_type":21,"marks":2098,"text":2099},"a83c5bf83b370",[],"The solution: A tool to capture and discover knowledge",[],{"_key":2102,"_type":17,"children":2103,"markDefs":2108,"style":25},"7e148aa85415",[2104],{"_key":2105,"_type":21,"marks":2106,"text":2107},"7e148aa854150",[],"Ju Shin, the Product Manager, saw that the problems Lily and Ian were encountering were also challenges for Dropbox as a whole. Across teams, the company wanted to grow its knowledge base organically, capturing and sharing knowledge without disrupting developer’s workflow or demanding too much time from internal SMEs.",[],{"_key":2110,"_type":17,"children":2111,"markDefs":2116,"style":25},"10c64063506b",[2112],{"_key":2113,"_type":21,"marks":2114,"text":2115},"10c64063506b0",[],"Dropbox has been a leader in cloud storage and file sharing for close to 15 years, but their shift to a remote-first workplace over the last two years meant they needed something centralized and searchable to enable knowledge reuse and prevent rework across teams.",[],{"_key":2118,"_type":17,"children":2119,"markDefs":2124,"style":25},"74ef78232480",[2120],{"_key":2121,"_type":21,"marks":2122,"text":2123},"74ef782324800",[],"Dropbox began their search for a new solution by surveying their developers to find out how much time and effort they spent answering questions or tracking down previously-answered questions. One version of the survey went to managers and another to individual contributors (ICs). The findings confirmed that people were indeed spending significant time answering questions or looking for answers to their own queries.",[],{"_key":2126,"_type":2127,"elements":2128},"4MfQNsih","spotlight",[2129,2142],{"_key":2130,"body":2131,"headline":2140,"icon":2141},"IOGrI6Mh",[2132],{"_key":2133,"_type":17,"children":2134,"markDefs":2139,"style":25},"393a221faccc",[2135],{"_key":2136,"_type":21,"marks":2137,"text":2138},"393a221faccc0",[],"Thirty-four percent of managers said their engineers spent five hours a week answering technical questions, while 48% said their team members spent between five and seven hours a week looking for technical information they needed.",[],"Time saved for Dropbox managers...","SpotRefresh",{"_key":2143,"body":2144,"headline":2153,"icon":2154},"dlZdIoCd",[2145],{"_key":2146,"_type":17,"children":2147,"markDefs":2152,"style":25},"3e098326c9c1",[2148],{"_key":2149,"_type":21,"marks":2150,"text":2151},"3e098326c9c10",[],"Among ICs, 24% reported spending two hours a week looking for answers to questions they had on infrastructure, components, platforms, systems, or code owned by other teams. About 43% spent between three and five hours a week searching for information. When it came to answering questions, about 40% of ICs reported spending one hour a week, while 46% spend more than an hour.",[],"...And for ICs","SpotAstronaut",{"_key":2156,"_type":17,"children":2157,"markDefs":2162,"style":25},"0689afe5c419",[2158],{"_key":2159,"_type":21,"marks":2160,"text":2161},"0689afe5c4190",[],"Like Lily, Ju Shin cited searchability and the ability to document historical knowledge for reuse as the top attributes Dropbox needed in a solution. “We picked Stack Overflow to grow that Q&A function,” he explained. “To bring conversations out of the various siloed channels where they had been taking place (email, Slack), which were crowded and full of noise, and put them in a form where knowledge was discoverable.”",[],{"_key":2164,"_type":17,"children":2165,"markDefs":2170,"style":1668},"8cd2585247ce",[2166],{"_key":2167,"_type":21,"marks":2168,"text":2169},"8cd2585247ce0",[],"The approach",[],{"_key":2172,"_type":17,"children":2173,"markDefs":2178,"style":1717},"f04ee5788d07",[2174],{"_key":2175,"_type":21,"marks":2176,"text":2177},"f04ee5788d070",[],"The pilot",[],{"_key":2180,"_type":17,"children":2181,"markDefs":2195,"style":25},"24adffbdb120",[2182,2186,2191],{"_key":2183,"_type":21,"marks":2184,"text":2185},"24adffbdb1200",[],"Developers at Dropbox were already familiar with Stack Overflow’s public platform; its searchable Q&A platform is a trusted resource for developers, and most already knew how to search and share answers. So it was an easy step to recruit a small group of SMEs and moderators on the mobile team to try Stack Internal. They set out to capture, document, and share internal knowledge. Using the mobile team as a pilot group also made sense because the team comprised SMEs ",{"_key":2187,"_type":21,"marks":2188,"text":2190},"24adffbdb1201",[2189],"em","and ",{"_key":2192,"_type":21,"marks":2193,"text":2194},"24adffbdb1202",[],"was the main consumer group for the answers.",[],{"_key":2197,"_type":17,"children":2198,"markDefs":2203,"style":25},"6e666f7979e4",[2199],{"_key":2200,"_type":21,"marks":2201,"text":2202},"6e666f7979e40",[],"The mobile team’s relatively small size was another factor that made it ideal for a pilot, Lily said: “Mobile turned out to be a good place to pilot, to try this stuff out in a closed environment. We’re under a hundred people total in the mobile org in comparison to the wider Dropbox [which has more than 2,500 employees].”",[],{"_key":2205,"_type":17,"children":2206,"markDefs":2211,"style":25},"30e5a916e9e4",[2207],{"_key":2208,"_type":21,"marks":2209,"text":2210},"30e5a916e9e40",[],"Dropbox worked with Stack Overflow on a training session for the pilot group, coordinated with a “spring cleaning” week where the team was focused on closing out unfinished projects. Lily asked mobile developers to seed their new workspace with three to five questions they had been asked before, plus the answers. That got the conversation started. “If we go back and look at the metrics,” said Lily, “that week is a very vertical line for the number of questions and answers received.”",[],{"_key":2213,"_type":17,"children":2214,"markDefs":2219,"style":1717},"d6bdc4b78998",[2215],{"_key":2216,"_type":21,"marks":2217,"text":2218},"d6bdc4b789980",[],"The rollout",[],{"_key":2221,"_type":17,"children":2222,"markDefs":2227,"style":25},"b662a7e94ee2",[2223],{"_key":2224,"_type":21,"marks":2225,"text":2226},"b662a7e94ee20",[],"After running Stack Internal as a closed experiment with the mobile team for a month, Dropbox began rolling out the tool to the rest of the company: announcing it at an all-hands meeting, recruiting more moderators from across the company to seed additional questions and answers, and scheduling more training sessions. As the number of users grew, Dropbox refined guidelines and showcased the best practices that were working for the mobile team.",[],{"_key":2229,"_type":17,"children":2230,"markDefs":2235,"style":25},"710443c2c005",[2231],{"_key":2232,"_type":21,"marks":2233,"text":2234},"710443c2c0050",[],"When Dropbox launched Stack Internal, they also organized a scavenger hunt with the larger EPD (engineering, product, and design) team. This drove adoption by encouraging people to use Stack Overflow. Dropbox also coordinated with Stack Overflow to offer swag to people who participated in the scavenger hunt.",[],{"_key":2237,"_type":17,"children":2238,"markDefs":2243,"style":25},"29daac8badc8",[2239],{"_key":2240,"_type":21,"marks":2241,"text":2242},"29daac8badc80",[],"Thanks to the mobile team’s positive reputation as Dropbox’s pioneering early adopters, interest in Stack Overflow was high, and Dropbox received many requests for early access. Ju Shin, the Product Manager, recalled, “I was getting so many requests around, ‘Hey, can our team use it? Can I use it? Can I get access?’”",[],{"_key":2245,"_type":17,"children":2246,"markDefs":2251,"style":1668},"4fb52f7fdab0",[2247],{"_key":2248,"_type":21,"marks":2249,"text":2250},"4fb52f7fdab00",[],"The results",[],{"_key":2253,"_type":17,"children":2254,"markDefs":2259,"style":25},"2ad20058d522",[2255],{"_key":2256,"_type":21,"marks":2257,"text":2258},"2ad20058d5220",[],"Since rolling out Stack Internal, Dropbox has seen positive results across the organization, from fewer repeat questions and more knowledge reuse to building a company-wise culture of knowledge sharing. With Stack Overflow for Teams, people are more comfortable asking questions, and they have confidence they’ll find the information they need.",[],{"_key":2261,"_type":17,"children":2262,"markDefs":2267,"style":25},"09bf7a4adeb7",[2263],{"_key":2264,"_type":21,"marks":2265,"text":2266},"09bf7a4adeb70",[],"And with Stack Internal helping to capture and organize institutional knowledge, the Dropbox team doesn’t worry about losing crucial information if team members move on to other jobs or take an extended trip to the Bahamas.",[],{"_key":2269,"_type":17,"children":2270,"markDefs":2275,"style":25},"8d4a942f793d",[2271],{"_key":2272,"_type":21,"marks":2273,"text":2274},"8d4a942f793d0",[],"Here are the results they’ve noticed:",[],{"_key":2277,"_type":17,"children":2278,"level":1845,"listItem":2288,"markDefs":2289,"style":25},"6cbff41ef68d",[2279,2284],{"_key":2280,"_type":21,"marks":2281,"text":2283},"6cbff41ef68d0",[2282],"strong","More knowledge reuse:",{"_key":2285,"_type":21,"marks":2286,"text":2287},"6cbff41ef68d1",[]," Fewer repeat questions, since users can easily search for and discover the knowledge they need","bullet",[],{"_key":2291,"_type":17,"children":2292,"level":1845,"listItem":2288,"markDefs":2301,"style":25},"736a3014770c",[2293,2297],{"_key":2294,"_type":21,"marks":2295,"text":2296},"736a3014770c0",[2282],"Improved work experience:",{"_key":2298,"_type":21,"marks":2299,"text":2300},"736a3014770c1",[]," Knowledgeable team members don’t have to spend hours (re)answering questions",[],{"_key":2303,"_type":17,"children":2304,"level":1845,"listItem":2288,"markDefs":2313,"style":25},"e43cac3eeef1",[2305,2309],{"_key":2306,"_type":21,"marks":2307,"text":2308},"e43cac3eeef10",[2282],"Seamless onboarding:",{"_key":2310,"_type":21,"marks":2311,"text":2312},"e43cac3eeef11",[]," New employees get the information they need; new and outstanding questions are answered for the next cohort",[],{"_key":2315,"_type":17,"children":2316,"level":1845,"listItem":2288,"markDefs":2325,"style":25},"9b9820ae8a1d",[2317,2321],{"_key":2318,"_type":21,"marks":2319,"text":2320},"9b9820ae8a1d0",[2282],"Community health:",{"_key":2322,"_type":21,"marks":2323,"text":2324},"9b9820ae8a1d1",[]," Stack Internal helps the community self-moderate and makes knowledge sharing an integral part of the Dropbox community",[],{"_key":2327,"_type":17,"children":2328,"markDefs":2333,"style":25},"cf6890ddd785",[2329],{"_key":2330,"_type":21,"marks":2331,"text":2332},"cf6890ddd7850",[],"To measure the success of the adoption, Dropbox tracks two primary metrics: time to answer and reusability. They create monthly reports on these two metrics.",[],{"_key":2335,"_type":17,"children":2336,"markDefs":2341,"style":25},"d6930ef97946",[2337],{"_key":2338,"_type":21,"marks":2339,"text":2340},"d6930ef979460",[],"In less than a year, the Stack Internal grew from 700 users to close to 1,200. It takes an average of less than two hours to get an answer to new questions and knowledge is reused over 40 times per day on average. They continue to rely on the familiar Q&A structure of Stack Overflow, which has been very useful, said Ian: “I do like that it’s very purpose-built, you know, like I have a question, someone will provide an answer. I can describe that in a sentence. 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To put it most simply, 84.51° is a retail data science, insights and media company that helps Kroger and its consumer-packaged-goods partners create more personalized and valuable experiences for shoppers across the path to purchase.",[],{"_key":2381,"_type":17,"children":2382,"markDefs":2387,"style":25},"9d54a4fa8da7",[2383],{"_key":2384,"_type":21,"marks":2385,"text":2386},"9d54a4fa8da70",[],"Leveraged by its cutting-edge science, 84.51° leverages first-party retail data from nearly half of U.S. households to fuel a more consumer-centric journey. What started out as a team of around 400 associates has grown to more than 1,000, which has led to increased complexity with uncovering and organizing knowledge.",[],{"_key":2389,"_type":49,"asset":2390},"XVC6iY1q",{"_ref":2391,"_type":52},"image-1ba25cada2d1fdd608cc0e6e2c72446f3a26c451-1024x682-jpg",{"_key":2393,"_type":17,"children":2394,"markDefs":2399,"style":1668},"7e8583834949",[2395],{"_key":2396,"_type":21,"marks":2397,"text":2398},"7e85838349490",[],"The problem",[],{"_key":2401,"_type":17,"children":2402,"markDefs":2407,"style":25},"0df186f60818",[2403],{"_key":2404,"_type":21,"marks":2405,"text":2406},"0df186f608180",[],"Like many successful tech organizations, 84.51° wasn’t just growing bigger, it was also spreading out. What began with a single office in Cincinnati was now distributed across hubs in Chicago, New York, and Portland, Oregon, with an ever-growing roster of fully remote coders and data scientists joining the ranks. “We literally used to sit all of our data scientists in one spot in the office. You could just yell ‘Who knows this?’” said Michael Carrico, director of data science at 84.51°.",[],{"_key":2409,"_type":2032,"citation":2410,"copy":2411},"4ggL6Yea","Michael Carrico, Director of Data Science","“As we've grown as an organization, we've both diversified the scale of the projects that we take in and the staffing models that we accomplish those with. It was no longer as simple as just hollering in the office and getting an answer.”",{"_key":2413,"_type":17,"children":2414,"markDefs":2419,"style":25},"d44222534b11",[2415],{"_key":2416,"_type":21,"marks":2417,"text":2418},"d44222534b110",[],"With a distributed workforce, the team decided to move from a legacy stack that was largely on-prem—Oracle Exadata and SAS—into a more cloud-based solution that leveraged Spark and Airflow. The organization was on the path to more fully adopting the cloud and transforming their processes to agile methodologies. Then the pandemic hit, and the entire company went fully remote.",[],{"_key":2421,"_type":17,"children":2422,"markDefs":2427,"style":25},"b2ae63fbf344",[2423],{"_key":2424,"_type":21,"marks":2425,"text":2426},"b2ae63fbf3440",[],"“When you couple the growth with the geographic diversification, it even further emphasizes that you can't be digitally fragmented or else it's just going to cause more and more pain points,” said Carrico.",[],{"_key":2429,"_type":17,"children":2430,"markDefs":2435,"style":25},"6cf993511660",[2431],{"_key":2432,"_type":21,"marks":2433,"text":2434},"6cf9935116600",[],"Without SMEs physically located in the same room, it soon became clear just how fragmented their digital workflows and institutional knowledge were. It became harder to find the right person to answer a quick question or troubleshoot an error that was slowing a project down. A lot of questions went through Microsoft Teams channels, Confluence wikis, and endless email forwards that never found an answer. “If you're sitting next to the expert, it's pretty cool. If you know where the Confluence document is, then you will be able to move forward,” says Engineering Lead for Merch Analytics and Operations Chris Wones. “But we have really struggled to search for and find answers when using these other mediums.”",[],{"_key":2437,"_type":17,"children":2438,"markDefs":2443,"style":25},"1284cd0eb272",[2439],{"_key":2440,"_type":21,"marks":2441,"text":2442},"1284cd0eb2720",[],"Even if someone at 84.51° found an answer and shared it, it wasn’t always easy for the next colleague with a similar question to find that answer again. Often, the knowledge was lost in the endless daily deluge of emails and chats, inaccessible to anyone who wasn’t part of the conversation the first time. And so, the laborious cycle of seeking knowledge would repeat.",[],{"_key":2445,"_type":17,"children":2446,"markDefs":2451,"style":1668},"74cfcc44f1ed",[2447],{"_key":2448,"_type":21,"marks":2449,"text":2450},"74cfcc44f1ed0",[],"The solution",[],{"_key":2453,"_type":17,"children":2454,"markDefs":2459,"style":25},"2161671a5ae7",[2455],{"_key":2456,"_type":21,"marks":2457,"text":2458},"2161671a5ae70",[],"To ensure their Agile transformation went smoothly and to defragment their digital workflows, 84.51° signed up for Stack Internal (Business plan). Their first job was to find out who knew what. The engineering team sent a survey asking everyone to rate their knowledge of certain internal tech and tools from “knowing nothing” to “expert.” Those who self-identified became the tag experts who would get notified anytime a question within their domain of knowledge was asked. “It became the virtual way to shout in the office and see who knows this,” said Carrico.",[],{"_key":2461,"_type":17,"children":2462,"markDefs":2467,"style":25},"f174e6db265d",[2463],{"_key":2464,"_type":21,"marks":2465,"text":2466},"f174e6db265d0",[],"As employees began sharing on Stack Internal something interesting happened. Data scientists showed off their deep technical knowledge, answering questions on the nuances of PySpark calculations before the designated experts. Junior developers came out of the woodwork to answer questions and contribute. It wasn’t just the universally-known SMEs who were the go-to shoulder to tap on. Anybody who had knowledge was sharing it. “You start to identify who the real subject matter experts are,” said Wones.",[],{"_key":2469,"_type":2032,"citation":2470,"copy":2471},"BpgDZ0vr","Chris Wones, Engineering Lead for Merch Analytics and Operations ","“Stack Overflow broke down the barriers to be a recognized SME (Subject Matter Expert) as much as it broke down barriers to learn from them.”",{"_key":2473,"_type":17,"children":2474,"markDefs":2479,"style":25},"4e21ac7987c9",[2475],{"_key":2476,"_type":21,"marks":2477,"text":2478},"4e21ac7987c90",[],"Not only do Wones and his team have an easy channel to ask questions of the SMEs in the entire company, but those questions and answers remain easily accessible for the next person. They didn’t come to Stack Internal looking to build a new knowledge repository, but by creating a persistent and searchable record of regularly asked questions, they effectively did. “I would not have guessed that just the format of a question and an answer fits so much better for many pieces of information that we need than a Confluence document,” said Mattias Moser, director of data engineering.",[],{"_key":2481,"_type":17,"children":2482,"markDefs":2487,"style":25},"0a2dada7075b",[2483],{"_key":2484,"_type":21,"marks":2485,"text":2486},"0a2dada7075b0",[],"Never underestimate the power of helping out another person. People still ask questions through the old channels: email, Teams channels, etc. But to maximize the impact, folks like Moser have been doing a little redirection: happy to answer, just ask it in Stack Internal. “People are forced to be more precise in their questions if they have to put it into a written format,” said Moser. “The documentation being created through Stack Internal is both higher quality and easier to find.”",[],{"_key":2489,"_type":17,"children":2490,"markDefs":2495,"style":25},"870bb743ebce",[2491],{"_key":2492,"_type":21,"marks":2493,"text":2494},"870bb743ebce0",[],"Everyone still has their own learning style: some folks like reading white papers and textbooks; some learn through videos. But one of the benefits of learning through Stack Internal is that you can weigh multiple perspectives from those in the know. “As somebody who likes to have a consensus and diversity of approach, it's really good because I'm getting multiple perspectives on demand,” said Carrico. “I'm still going to pester someone, but I'm going to pester them in the least intrusive way possible.”",[],{"_key":2497,"_type":17,"children":2498,"markDefs":2503,"style":1668},"eceb62418550",[2499],{"_key":2500,"_type":21,"marks":2501,"text":2502},"eceb624185500",[],"After - The Results",[],{"_key":2505,"_type":17,"children":2506,"markDefs":2511,"style":25},"8cb3e937700b",[2507],{"_key":2508,"_type":21,"marks":2509,"text":2510},"8cb3e937700b0",[],"84.51° now has approximately 250 engineers and 250 data scientists sharing their knowledge through Stack Internal. There is Q&A on topics like on-demand onboarding and troubleshooting, with questions and answers organized by tags, which both efficiently categorize information and determine who the best people are to answer the question.",[],{"_key":2513,"_type":17,"children":2514,"markDefs":2519,"style":25},"ca9c37756177",[2515],{"_key":2516,"_type":21,"marks":2517,"text":2518},"ca9c377561770",[],"Along with tagging by topic, Stack Internal allows users to tag specific people and request that they answer. “People will tag me,” said Moser. “I see the question and I don't really know this, but I know a person who might. Over time, everyone’s network of SMEs grows the more they use Stack Overflow for Teams.”",[],{"_key":2521,"_type":17,"children":2522,"markDefs":2527,"style":25},"bd83d666f4b1",[2523],{"_key":2524,"_type":21,"marks":2525,"text":2526},"bd83d666f4b10",[],"Where 84.51° gets the most traction is in the same subjects that the public Stack Overflow site does: the deeply technical weeds that busy coders working on large projects get into every day. The organization is still maturing on the platform, trying to add SMEs to tags and using the tags more constantly. But as more people subscribe to tags, adoption goes up. “It's a way to help spread institutional knowledge through that entry point person and make connections,” said Carrico. “Otherwise it would have been seen as more intrusive to directly ping or email somebody.”",[],{"_key":2529,"_type":17,"children":2530,"markDefs":2535,"style":25},"977362d71dda",[2531],{"_key":2532,"_type":21,"marks":2533,"text":2534},"977362d71dda0",[],"Sometimes just being able to see some of the knowledge that exists behind the scenes can be amazing. It’s not just getting the surface answer—how is Spark persisting Parquets—but the much more interesting explanation of “why.” If you’d just asked in a busy work chat room or lengthy email thread, that information would be as good as hidden. “Hearing someone with very deep technical knowledge talk about what's going on under the hood; I think is something that we just wouldn't have had exposure to otherwise,” said Carrico.",[],{"_key":2537,"_type":17,"children":2538,"markDefs":2543,"style":25},"c279e1f81daa",[2539],{"_key":2540,"_type":21,"marks":2541,"text":2542},"c279e1f81daa0",[],"When someone has spent a few hours figuring out an obscure issue, they want to share with their organization. But adding it to ordinary documentation often felt like throwing it into the void. With tags and search, a solution to an odd edge case can find the right home in the future. “I spent a ton of my life figuring out this weird nuance,” said Carrico. “I'm not going to email blast everyone explaining an obscure answer to an obscure occurrence, because it’s not urgent and will likely not apply to everyone.” With Stack Internal, the knowledge can be stored and categorized, making it easy to find when that edge case does emerge for a colleague in the future.",[],{"_key":2545,"_type":17,"children":2546,"markDefs":2551,"style":25},"cd5eafc5f9b2",[2547],{"_key":2548,"_type":21,"marks":2549,"text":2550},"cd5eafc5f9b20",[],"“Many mornings, I just read the questions and answers,” said Wones. “I find it fascinating what we're asking, and I learn a lot from doing it.”",[],{"_key":2553,"_type":49,"asset":2554},"Bn3bwSW7",{"_ref":2555,"_type":52},"image-628543b390b7f229c918afbd5400dd097037eff3-2048x1365-jpg",{"_key":2557,"_type":17,"children":2558,"markDefs":2563,"style":1668},"5165d7092cb7",[2559],{"_key":2560,"_type":21,"marks":2561,"text":2562},"5165d7092cb70",[],"The future",[],{"_key":2565,"_type":17,"children":2566,"markDefs":2571,"style":25},"c892a85031f3",[2567],{"_key":2568,"_type":21,"marks":2569,"text":2570},"c892a85031f30",[],"After using the tool for over a year, the leaders on this project have an appreciation for its value. They accrued roughly 800 questions in their instance within the first 12 months, and the knowledge was reused over 7,000 times within the first year by their colleagues searching for answers, a median of 27 times a day. “If we save an hour or two of elapsed time per question,” said Wones, “we're far more than breaking even.”",[],{"_key":2573,"_type":17,"children":2574,"markDefs":2579,"style":25},"c710c3c061b5",[2575],{"_key":2576,"_type":21,"marks":2577,"text":2578},"c710c3c061b50",[],"The benefit of Stack Internal goes beyond the hours or dollars saved. It was brought in by technical leadership for the developers to use as a community tool. “This is one of the few things that we brought in for our developers that is for them to benefit them,” said Wones. Happy developers are more productive, and software is key to driving digital innovation.",[],{"_key":2581,"_type":17,"children":2582,"markDefs":2587,"style":25},"94e383448156",[2583],{"_key":2584,"_type":21,"marks":2585,"text":2586},"94e3834481560",[],"Approximately 4,000 data scientists and engineers at Kroger Technology & Digital (KTD) work closely with the 84.51° team. After seeing the success 84.51° had with Stack Internal, Kroger recently expanded its engagement, adding roughly 1,000 seats for KTD users so they could share knowledge with colleagues at 84.51° “As a subsidiary of a much larger organization, it’s natural to have a silo challenge,” said Moser. “We could use Stack Internal to learn who the experts are across our parent organization, Kroger, and they can learn who the experts are at 84.51° so we can more seamlessly integrate together.”",[],{"_key":2589,"_type":17,"children":2590,"markDefs":2595,"style":25},"85c16aea10d3",[2591],{"_key":2592,"_type":21,"marks":2593,"text":2594},"85c16aea10d30",[],"Are you ready to find out who your experts are and what they know?",[],{"_key":2597,"_type":17,"children":2598,"markDefs":2612,"style":25},"6eb3ce6f3100",[2599,2603,2608],{"_key":2600,"_type":21,"marks":2601,"text":2602},"6eb3ce6f31000",[2189],"To learn more about 84.51°, visit ",{"_key":2604,"_type":21,"marks":2605,"text":2607},"6eb3ce6f31001",[2189,2606],"a4d6f97b15bc","8451.com",{"_key":2609,"_type":21,"marks":2610,"text":2611},"6eb3ce6f31002",[2189],".",[2613],{"_key":2606,"_type":1997,"href":2614},"https://www.8451.com/",{"_createdAt":1908,"_id":1909,"_rev":1910,"_type":12,"_updatedAt":1908,"description":2616,"slug":2622,"title":1922},[2617],{"_key":1913,"_type":17,"children":2618,"markDefs":2621,"style":25},[2619],{"_key":1916,"_type":21,"marks":2620,"text":1918},[],[],{"_type":27,"current":1921},{"_type":49,"asset":2624},{"_ref":2625,"_type":52},"image-662ccb3de20793a6a5ecba411ea582f95db87b95-1200x630-png",[],"Centralizing knowledge made critical answers easier to find, allowing 84.51° to grow a distributed team at scale.",{"_ref":1822,"_type":52},"2021-12-16T11:57:52+0000",[2631],{"_key":2632,"_ref":2360,"_type":52},"npi6YFsH",{"seoDescription":1809,"seoTitle":1809},{"_type":27,"current":2635},"8451-case-study",{"_ref":2637,"_type":52},"7f7321bf-ebd5-4325-80e6-9dc613eb34fe","84.51° speeds up agile transformation by uncovering subject matter experts with Stack Internal","2022-01-13T18:04:54+0000",{"_createdAt":2641,"_id":2642,"_rev":1180,"_system":2643,"_type":1649,"_updatedAt":1184,"body":2646,"category":3031,"image":3039,"linkedResources":3042,"preface":3043,"product":3044,"publishedAt":3045,"resourceType":3046,"seo":3049,"slug":3051,"title":3053,"updatedAt":3054,"visible":1905},"2022-04-05T19:57:59Z","prismic_YWRibxEAACAAx2Ag",{"base":2644},{"id":2642,"rev":2645},"yY1aViAEH6Mx1bwq0cdy38",[2647,2655,2659,2666,2674,2690,2698,2706,2713,2721,2729,2737,2745,2852,2860,2868,2877,2885,2892,2900,2908,2916,2920,2928,2936,2944,2952,2961,2969,2977,2985,2989,2997,3005,3013],{"_key":2648,"_type":17,"children":2649,"markDefs":2654,"style":25},"f7ec319a35c7",[2650],{"_key":2651,"_type":21,"marks":2652,"text":2653},"f7ec319a35c70",[],"For more than a decade, Skai’s solutions have powered data-driven insights and marketing execution for some of the world’s most sophisticated consumer brands. Skai’s platform includes a suite of AI-enabled products for market intelligence, omnichannel media activation, testing, and measurement that enable teams to accurately plan strategies and benefit from connected omnichannel launches. Formerly known as Kenshoo, the company rebranded after its acquisition of Signal Analytics. With its expanded product suite, Skai is unifying data and helping companies better understand their consumers in real-time. It has seven international locations and is backed by Sequoia Capital, Arts Alliance, Tenaya Capital, Bain Capital Ventures, Pitango, and Qumra Capital. All told, the company has over 300 engineers spread across eight sites, three countries, and two continents.",[],{"_key":2656,"_type":49,"asset":2657},"k1p1nuCz",{"_ref":2658,"_type":52},"image-723e771bae3351f062fc4aa54ddf0a5934c6094c-1606x1079-png",{"_key":2660,"_type":17,"children":2661,"markDefs":2665,"style":1668},"e09e7816e2f5",[2662],{"_key":2663,"_type":21,"marks":2664,"text":2398},"e09e7816e2f50",[],[],{"_key":2667,"_type":17,"children":2668,"markDefs":2673,"style":25},"b0843238eafc",[2669],{"_key":2670,"_type":21,"marks":2671,"text":2672},"b0843238eafc0",[],"After 15 years of building, two acquisitions, and a rebrand, Skai faced a knowledge challenge. The number of products and projects Skai’s teams were working on had started to proliferate.",[],{"_key":2675,"_type":17,"children":2676,"markDefs":2689,"style":25},"56b69b223358",[2677,2681,2685],{"_key":2678,"_type":21,"marks":2679,"text":2680},"56b69b2233580",[],"“Our teams work collaboratively on some older, shared, monolithic codebases as well as many newer, smaller, team-owned projects. This amounts to ",{"_key":2682,"_type":21,"marks":2683,"text":2684},"56b69b2233581",[2189],"a lot",{"_key":2686,"_type":21,"marks":2687,"text":2688},"56b69b2233582",[]," of internal knowledge that has to be shared across teams,” said Tzach Zohar, a systems architect at Skai. “Newer teams spend a lot of time trying to figure things out, and veteran teams find themselves repeating the same answers or chasing outdated documents.”",[],{"_key":2691,"_type":17,"children":2692,"markDefs":2697,"style":25},"96694f0564bb",[2693],{"_key":2694,"_type":21,"marks":2695,"text":2696},"96694f0564bb0",[],"From common error messages, to naming conventions, to legacy processes, certain common questions arose over and over again as new teams tried to learn the existing system and deploy fresh updates and ideas.",[],{"_key":2699,"_type":17,"children":2700,"markDefs":2705,"style":25},"18bb9a927c82",[2701],{"_key":2702,"_type":21,"marks":2703,"text":2704},"18bb9a927c820",[],"Skai realized this challenge was an opportunity for improvement and innovation. It needed a solution to help them document institutional knowledge, share knowledge across teams, and find answers faster.",[],{"_key":2707,"_type":17,"children":2708,"markDefs":2712,"style":1668},"a9b4dc628818",[2709],{"_key":2710,"_type":21,"marks":2711,"text":2169},"a9b4dc6288180",[],[],{"_key":2714,"_type":17,"children":2715,"markDefs":2720,"style":25},"d20ec4b8e7e9",[2716],{"_key":2717,"_type":21,"marks":2718,"text":2719},"d20ec4b8e7e90",[],"Skai didn’t come to Stack Internal right away. At first, it tried Google Sites, GitHub wikis, and several other documentation solutions. It saw partial success and gradual improvements here and there. But it continued to struggle with specific recurring technical questions related to writing code or troubleshooting a system.",[],{"_key":2722,"_type":17,"children":2723,"markDefs":2728,"style":25},"c113cf389412",[2724],{"_key":2725,"_type":21,"marks":2726,"text":2727},"c113cf3894120",[],"Skai’s developers went looking for “institutional knowledge” like this by informally asking someone on the team. However, remote working culture made this method challenging, especially for new employees.",[],{"_key":2730,"_type":17,"children":2731,"markDefs":2736,"style":25},"b4dfff7084f9",[2732],{"_key":2733,"_type":21,"marks":2734,"text":2735},"b4dfff7084f90",[],"Dedicated Q&A channels in Slack offered a partial fix, but suffered from poor searchability, low signal-to-noise ratio, and poor visibility. Developers felt helpless, and subject matter experts (SMEs) answered the same series of frustrated DMs over and over again. Or worse, they wasted time searching through random messages and documents with the vague feeling they answered something, but not quite remembering when and where.",[],{"_key":2738,"_type":17,"children":2739,"markDefs":2744,"style":25},"3bfcaf27f57c",[2740],{"_key":2741,"_type":21,"marks":2742,"text":2743},"3bfcaf27f57c0",[],"Faced with this dilemma, Zohar and his team set out to map the key pain points and sketch out a system that would meet their needs and provide a sustainable benefit to the company. 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They also identified some key SMEs to jumpstart the activity on the platform by answering some questions.",[],{"_key":2909,"_type":17,"children":2910,"markDefs":2915,"style":25},"953f8f1596a7",[2911],{"_key":2912,"_type":21,"marks":2913,"text":2914},"953f8f1596a70",[],"15 subject matter experts (SMEs) took to Stack Internal, each with a mandate to answer the top 3-5 questions they’re most frequently asked. Within a week, Skai had more than 50 Q&As, validated and labeled with the relevant tags.",[],{"_key":2917,"_type":2032,"citation":2918,"copy":2919},"0G3Dm9Eu","Tzach Zohar, systems architect at Skai","Technical teams typically face an adoption hurdle. But because Stack Overflow is already second-nature for developers, the transition to Stack Internal was easy.",{"_key":2921,"_type":17,"children":2922,"markDefs":2927,"style":25},"f7df9b6c190a",[2923],{"_key":2924,"_type":21,"marks":2925,"text":2926},"f7df9b6c190a0",[],"Adoption quickly extended to the engineering team, who began searching Stack Internal instead of Slack regularly.",[],{"_key":2929,"_type":17,"children":2930,"markDefs":2935,"style":25},"5ccf24b35151",[2931],{"_key":2932,"_type":21,"marks":2933,"text":2934},"5ccf24b351510",[],"To help move those questions off of Slack, Stack Internal includes a Slack integration that allows users to respond to questions on Slack with an automated entry in Stack Overflow for Teams. The team also responded well to gamification encouraging participation, with prizes awarded to the most active users on the platform. This created positive buzz and gave recognition to early adopters.",[],{"_key":2937,"_type":17,"children":2938,"markDefs":2943,"style":25},"a0ec376ebb60",[2939],{"_key":2940,"_type":21,"marks":2941,"text":2942},"a0ec376ebb600",[],"An enduring benefit of the platform was a boost in knowledge reuse. Stack Internal has a metric, Knowledge Reuse, that measures the people who come to the platform but don’t ask a question. They are able to leverage existing information from the knowledge base to solve their problem and get back to work. Skai is seeing this happen 42 times a day. That’s 42 times a day employees don’t have to interrupt one another to find a solution and make progress on their tasks.",[],{"_key":2945,"_type":17,"children":2946,"markDefs":2951,"style":25},"ec4261910aaa",[2947],{"_key":2948,"_type":21,"marks":2949,"text":2950},"ec4261910aaa0",[],"By the end of the 60-day trial, Skai saw additional promising results:",[],{"_key":2953,"_type":2954,"points":2955},"4mhXWzAl","keyPoints",[2956,2957,2958,2959,2960],"More than 350 questions posted and answered","50% of the posts were organic, i.e. not posted by SMEs but actual questions and answers that would unblock a developer in need","Question answered, on average, in less than 1.5 hours","About 1 in 5 developers at the company visit each day","More than 200 daily searches",{"_key":2962,"_type":17,"children":2963,"markDefs":2968,"style":25},"58b8816f652c",[2964],{"_key":2965,"_type":21,"marks":2966,"text":2967},"58b8816f652c0",[],"In particular, the amount of knowledge reuse stood out as a healthy sign of a meaningful behavioral change. Engineers visit Stack Internal, search for answers, and remove obstacles to their work. This habit prevents them from disrupting someone else’s workflow, or sending pings after-hours.",[],{"_key":2970,"_type":17,"children":2971,"markDefs":2976,"style":25},"8ad8399a1667",[2972],{"_key":2973,"_type":21,"marks":2974,"text":2975},"8ad8399a16670",[],"SMEs, who had put in some extra effort up front, reported noticeable time savings, especially when a “hot topic” had a thorough answer on Stack Internal.",[],{"_key":2978,"_type":17,"children":2979,"markDefs":2984,"style":25},"176768f62734",[2980],{"_key":2981,"_type":21,"marks":2982,"text":2983},"176768f627340",[],"Today the knowledge reuse, as measured by number of searches and unique daily visitors, are still on the rise for Skai’s engineering organization.",[],{"_key":2986,"_type":49,"asset":2987},"TCqyMKnc",{"_ref":2988,"_type":52},"image-fe023d96bbfc9f942b953935bb079f2c60e8bccb-1066x221-png",{"_key":2990,"_type":17,"children":2991,"markDefs":2996,"style":25},"aab29f3baa48",[2992],{"_key":2993,"_type":21,"marks":2994,"text":2995},"aab29f3baa480",[],"The plan going forward is to continue working on backfilling older knowledge and growing the habit of searching on Stack Internal until it’s second nature.",[],{"_key":2998,"_type":17,"children":2999,"markDefs":3004,"style":25},"a2877ccbb5e0",[3000],{"_key":3001,"_type":21,"marks":3002,"text":3003},"a2877ccbb5e00",[],"The team is also leveraging features like Articles, which allows them to move beyond just Q&A to include long-form content like how-to guides, deep dives and manuals, and research in its knowledge base. Skai is collecting long-form content, which had previously been scattered across Google Drives and GitHub repositories, and putting it in one central, searchable location on Stack Internal.",[],{"_key":3006,"_type":17,"children":3007,"markDefs":3012,"style":25},"f2a1e8d328cb",[3008],{"_key":3009,"_type":21,"marks":3010,"text":3011},"f2a1e8d328cb0",[],"Skai has plans to make Stack Overflow available to product, client success, solutions, and even the sales team. 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The firm operates on ",{"_key":3070,"_type":21,"marks":3071,"text":3073},"de1c8e3a81ce1",[3072],"0a75566b4bd5","two simple maxims",{"_key":3075,"_type":21,"marks":3076,"text":3077},"de1c8e3a81ce2",[],":",[3079],{"_key":3072,"_type":1997,"href":3080},"https://blog.expensify.com/2016/06/03/rule-1-get-shit-done/",{"_key":3082,"_type":2954,"points":3083},"nAimBV3g",[3084,3085],"Get s**t done","Don’t ruin it for anyone else",{"_key":3087,"_type":17,"children":3088,"markDefs":3093,"style":25},"26c372f20c63",[3089],{"_key":3090,"_type":21,"marks":3091,"text":3092},"26c372f20c630",[],"Engineers can come in and choose what they want to work on every day, which means there is a constant dialog between coworkers trying to understand one another’s code. That involves lots of face to face conversation, email chains, chat rooms, and direct messages. “People ask questions on GitHub and Slack, and those can get lost,” said Nikki Wines.",[],{"_key":3095,"_type":17,"children":3096,"markDefs":3110,"style":25},"70f01f5f4549",[3097,3101,3106],{"_key":3098,"_type":21,"marks":3099,"text":3100},"70f01f5f45490",[],"There aren’t a lot of ",{"_key":3102,"_type":21,"marks":3103,"text":3105},"70f01f5f45491",[3104],"18cb8a624e25","titles or managers",{"_key":3107,"_type":21,"marks":3108,"text":3109},"70f01f5f45492",[],", which means developers need to rely on one another. To help onboard new hires, the team created a wealth of documentation, but it wasn’t easily accessible. “Our documentation at Expensify has been…fairly terrible in the past,” said software engineer John Lee. “People would rather talk to someone with more knowledge than to go search through all these pages of documentation we wrote.”",[3111],{"_key":3104,"_type":1997,"href":3112},"https://www.glassdoor.com/Reviews/Employee-Review-Expensify-com-RVW11373278.htm",{"_key":3114,"_type":17,"children":3115,"markDefs":3120,"style":25},"9fdc5cb274b9",[3116],{"_key":3117,"_type":21,"marks":3118,"text":3119},"9fdc5cb274b90",[],"Over the last six months, the team has also begun using a new tool: a private version of Stack Overflow where they can exchange questions and answers and vote on the best information.",[],{"_key":3122,"_type":17,"children":3123,"markDefs":3128,"style":25},"8f1e85e4365d",[3124],{"_key":3125,"_type":21,"marks":3126,"text":3127},"8f1e85e4365d0",[],"“Any programmer knows how to use Stack Overflow, so to have it applied to a single code base is just that much more valuable,” said Brandon Meeks. It’s been integrated with Slack, so that when a new question appears the whole team gets notified and people with the best answers can immediately respond.",[],{"_key":3130,"_type":3131,"url":3132},"XYVbUO6k","embed","https://www.youtube.com/watch?v=mFqhoOC9nvg",{"_key":3134,"_type":17,"children":3135,"markDefs":3140,"style":25},"dc29b8f09104",[3136],{"_key":3137,"_type":21,"marks":3138,"text":3139},"dc29b8f091040",[],"Expensify wants programmers to feel empowered to work on any project, and Stack Overflow has made that easier. “Everyone has a certain amount of code base that they are familiar with, but sometimes you might know about an issue much more deeply than the so called subject matter expert,” said software engineer Ira Praharaj. “It gives an open opportunity to everyone who has the knowledge to share it, and there is no bias.”",[],{"_key":3142,"_type":17,"children":3143,"markDefs":3148,"style":25},"439cfbadf8a9",[3144],{"_key":3145,"_type":21,"marks":3146,"text":3147},"439cfbadf8a90",[],"“I don’t have to go through the hassle of finding someone who knows the answer, figuring out if they’re available or online, and then talking to them. That conversation has already happened on Stack Overflow,” said Meeks. Engineers across the company estimated they were saving between two and three hours a week that had previously been devoted to hunting down knowledge.",[],{"_key":3150,"_type":17,"children":3151,"markDefs":3156,"style":25},"f1deafd8b9e8",[3152],{"_key":3153,"_type":21,"marks":3154,"text":3155},"f1deafd8b9e80",[],"The tech team was the first division to adopt Stack Overflow, but it didn’t stay contained to them. “As we started to use it and see how nice it was to have a repository of information, we started to see it spread to other teams,” said David Drake. “Our customer support team started using it, our people success team started using it, next thing we knew, we had integrations all over the place.”",[],{"_createdAt":1908,"_id":1909,"_rev":1910,"_type":12,"_updatedAt":1908,"description":3158,"slug":3164,"title":1922},[3159],{"_key":1913,"_type":17,"children":3160,"markDefs":3163,"style":25},[3161],{"_key":1916,"_type":21,"marks":3162,"text":1918},[],[],{"_type":27,"current":1921},{"_type":49,"asset":3166},{"_ref":3167,"_type":52},"image-b3acb7da06df9627674c05a44f5c8d42592da21b-1920x1080-jpg",[],"Engineers at Expensify go from having “terrible documentation systems” to feeling empowered as soon as they onboard.    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