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%3CLINGO-SUB%20id%3D%22lingo-sub-574734%22%20slang%3D%22en-US%22%3EExamples%20of%20communities%20with%20help%20documentation%3C%2FLINGO-SUB%3E%3CLINGO-BODY%20id%3D%22lingo-body-574734%22%20slang%3D%22en-US%22%3E%3CP%3EHi%20everyone%2C%3C%2FP%3E%3CP%3EI%20am%20looking%20for%20examples%20of%20communities%20that%20have%20integrated%20a%20help%20documentation%20portal%20or%20built%20one%20out%20using%20Khoros%20functionality.%26nbsp%3B%3C%2FP%3E%3CP%3EExamples%20of%20the%20type%20of%20portals%3A%3C%2FP%3E%3CP%3E%3CA%20href%3D%22http%3A%2F%2Fdocs.h2o.ai%2Fdriverless-ai%2Flatest-stable%2Fdocs%2Fuserguide%2Findex.html%22%20target%3D%22_blank%22%20rel%3D%22nofollow%20noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttp%3A%2F%2Fdocs.h2o.ai%2Fdriverless-ai%2Flatest-stable%2Fdocs%2Fuserguide%2Findex.html%3C%2FA%3E%3C%2FP%3E%3CP%3E%3CA%20href%3D%22https%3A%2F%2Fdeveloper.khoros.com%2Fkhoroscommunitydevdocs%2Fdocs%2Fgetting-started%22%20target%3D%22_blank%22%20rel%3D%22noopener%20noreferrer%20noopener%20noreferrer%22%3Ehttps%3A%2F%2Fdeveloper.khoros.com%2Fkhoroscommunitydevdocs%2Fdocs%2Fgetting-started%3C%2FA%3E%3C%2FP%3E%3CP%3EAs%20seen%20in%20the%20second%20link%2C%20Khoros'%20own%20dev%20docs%20aren't%20utilizing%20the%20TKB%20functionality.%20So%20I%20have%20to%20think%20that%20the%20best%20practice%20is%20to%20use%20another%20platform%20to%20build%20this%20type%20of%20robust%20content%3F%20It's%20just%20unfortunate%20to%20have%20to%20send%20users%20off%20to%20a%20different%20experience%20rather%20than%20keep%20them%20in%20the%20community.%20I'd%20love%20to%20see%20examples%20of%20communities%20doing%20this%20well%20though.%3C%2FP%3E%3CP%3EThanks!%3C%2FP%3E%3C%2FLINGO-BODY%3E
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Honored Contributor

Examples of communities with help documentation

Hi everyone,

I am looking for examples of communities that have integrated a help documentation portal or built one out using Khoros functionality. 

Examples of the type of portals:

http://docs.h2o.ai/driverless-ai/latest-stable/docs/userguide/index.html

https://developer.khoros.com/khoroscommunitydevdocs/docs/getting-started

As seen in the second link, Khoros' own dev docs aren't utilizing the TKB functionality. So I have to think that the best practice is to use another platform to build this type of robust content? It's just unfortunate to have to send users off to a different experience rather than keep them in the community. I'd love to see examples of communities doing this well though.

Thanks!

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Lili McDonald
Senior Community Manager @ Udemy
Connect on LinkedIn
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Honored Contributor
Honored Contributor

Re: Examples of communities with help documentation

Hi @lilim!

I don't have a good answer for this personally, as our documentation & community are completely separate. Only unified by Google :-). We looked into using TKB to replace our documentation site before we launched a couple of years ago, but TKB doesn't have some key features our team needed (e.g. internal-only comments). 

I also poked around a tiny bit to see if I could find any good examples for you. And, well, I couldn't. Alteryx, who I always admire, does have a lot of knowledge in their community knowledge base (eg https://community.alteryx.com/t5/Alteryx-Connect-Knowledge-Base/tkb-p/connect-kb) but also a separate documentation site (https://help.alteryx.com/current/ToolCategories/Documentation.htm) - which may or may not be integrated in some way. 

I also looked @ Atlassian, who also has a number of TKB-based "articles" - e.g. https://community.atlassian.com/t5/Confluence-articles/bg-p/confluence-articles - but separate documentation (which makes sense since Confluence is a documentation product!)

Hopefully this is a tiny bit helpful, and hopefully others will reply with better examples! (Or perhaps the lack of examples is telling...)

Cheers!

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Honored Contributor

Re: Examples of communities with help documentation

Hi @CarolineS - thanks for the examples! It certainly seems to be the standard to have the two separate sites. 

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Lili McDonald
Senior Community Manager @ Udemy
Connect on LinkedIn
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Honored Contributor

Re: Examples of communities with help documentation

Hey @lilim 

So i'm very bias but i have a great example 🙂 About 2 years ago i merged my community and two other seperate websites which provided help/support to our consumer base into a single website hosted on Khoros https://community.talktalk.co.uk/ 

I'll be honest at the time i couldnt find any other Lithium client who had or was planning on doing this and even now, your first ive seen. Many communities have a TKB i'm not aware of anyone other than myself who use the community as their only support channel for an entire consumer base. 

We use TKB but 100% curated by a team who work for me, this allows us to maintain consistency of the content both in terms of design/layout and language, here are some of our TKBs:

https://community.talktalk.co.uk/t5/Articles/Boost-your-Wi-Fi-speed/ta-p/2205291

https://community.talktalk.co.uk/t5/Articles/Set-up-your-Wi-Fi-Hub-or-Wi-Fi-Hub-Black/ta-p/2200834

https://community.talktalk.co.uk/t5/Articles/Fix-slow-broadband-speeds/ta-p/2204649

All our content is authored using the TKB wysiwyg but we have made some tweaks to add custom widgets/layouts 

My advice.... it's no small task and in some parts counter intuitive as you have to re-design key elements to help level the playing field of topics vs tkb but well worth doing...

The workflow for TKB is shocking but we've put a few workarounds in to make it work however there is a new workflow coming for blog and TKB which would make your life so much easier if you did this. 

Good luck  

 

 

Stephen

Checkout some of the stuff i've built using the platform:

Community l Ideation l Blog l Product Hubs l Check & Report l Service Status 



My latest Ideas: Vanity URL Manager l @mention Roles l  LSW Password Policy


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Honored Contributor

Re: Examples of communities with help documentation

We have a mix of different designs, and sections, which I don't necessarily agree with, but it's a tremendous step above where we were a few years ago.

While our product release notes live in community, our actual product documentation lives outside, and we have training in community and outside of community.  In Community, we have Best Practices, Common Support Questions, and Known Issues and Workarounds

I would actually disagree a best practice is to use an outside platform.  When we first launched our Community, we did have our product documentation in Community in a similar style to those you showed but internal politics led to them moving it outside.  I'm guessing Khoros has similar problems, there is absolutely no reason they should not be using their own platform for this - It's not a tremendous amount of engineering work, but the problem for our own documentation team is that using the Khoros platform is different than using mad cap, or Kentico, and thus, that alone is reason to not do it. 

I'm a huge believer in the best tool you have is the one in front of you, and this is an opportunity for Khoros in onboarding their customers - The platform has the ability to be hugely extendable, but it requires an engineer on staff.  No contractors, no third parties (no offense to them), but my entire experience with Khoros flipped when I went from having to manage it as a platform (and thus its huge limits) to when I was able to treat it as a product, bring on an engineering team, and now we can literally do anything, in a few weeks time, without having to use a platform outside Khoros except when there is true benefits (SSO, Unified search).  I know this didn't necessarily answer the direct question, but maybe adds some clarity of my POV, lol.

/me steps off soapbox.

Also props to @Fellsteruk , as my boss has used talktalk for years as an example of what good looks like - So completely agree they are a perfect example of things that can be done!

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Honored Contributor

Re: Examples of communities with help documentation

Thanks @StanGromer  defo more we need to do to enhance the search experience though. 

Stephen

Checkout some of the stuff i've built using the platform:

Community l Ideation l Blog l Product Hubs l Check & Report l Service Status 



My latest Ideas: Vanity URL Manager l @mention Roles l  LSW Password Policy


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Honored Contributor
Honored Contributor

Re: Examples of communities with help documentation

Most of our documentation is on other platforms, but for some communities we migrated, the documentation came with it.   I made the pages out of a a category page with one column and one big  custom content box in the layout.   Here are examples:

Nothing fancy, but it works. 

--
Community manager in the Micro Focus Community. My computer always used to beat me at chess, but it is no match for me now I changed the competition to kick boxing.
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