Contributing

Here are guidelines to contributing to Support Wiki.

Types of Content

1. Blog Posts

2. Questions & Answers

3. Article Links

Content Categorization

We are trying to keep a solid structure in place so that someone looking for information can easily navigate with the site's structure in addition to search. Please keep this in mind as you categorize your content. If you don't find a logical category/sub-category for your content, please feel free to add it.

Here's a sample to show where we would categorize content about calculating NPS. It's nested under Customer Feedback and NPS because they help to describe what you're calculating.

1. Blog/Q&A/Article

   1. Customer feedback

      1. Customer Effort Score

      2. CSAT

      3. NPS

         1. Calculating NPS

Blog Posts

On Support Wiki, blog posts are longer-form ways to express your knowledge. They are intended to be longer pieces, which you're representing expertise on. They can also be be in-depth interviews on a single or wide-ranging topics. Any topic is fair game!

If you feel that your content is short-form, or your idea isn't fully fleshed out, we suggest posting a Question and subsequent Answer in the Q&A section.

Blog Format

Copy this format to get started on your blog post (link).

Q&A

The Q&A section is a place for you to engage with other community members, have lively debates about a topic, and share/receive knowledge. Because we are all often faced with new work challenges questions inevitably arise. It's best to have an expert's help, someone who's been there, to help guide you through a difficult situation.

Asking a Question

🙌 It's amazing that you've decided to further your knowledge. Here's a guideline for asking a great question on Support Wiki:

• Add lots of details and context so you get a great answer

• Respect anonymity (when needed) and the privacy of your company (don't get fired)

• Try tweeting a link to your question to reach a wider audience, use the hashtag #customerwiki

• If you feel comfortable, add your bio to the question

Answering a Question

Thank you for taking the step to contribute to this project. Your expertise will help others lear and help you refine your thinking. We ask that you answer in a way that you would want your questions answered:

• Assume best intent - you too didn't know how to ride a bicycle at some point

• Answer the next two questions as well. Because you're an expert in this field, you know the next 2-10 steps that will be required, so please think ahead and provide additional help

• Add your bio to the response so that others can learn from your expertise

Q&A Format

Copy this format to get started on your Question or Answering a question (link).

Articles

There are many talented and experienced professionals and companies who have collectively seen a lot. Many of them frequently write amazing Articles of their own, and we always wanted a place to catalog them. If you encounter a post that you've found helpful, we would love if you could post a link+summary in this section.

Article Format

Use this format to post an article (link).

Add your name to Contributors Page

You can copy the style below. We recommend adding your name with a headline, a link to your gravatar image, and a brief bio. Your bio can be a link to your LinkedIn profile, personal website, or a short blurb about who you are.

Use this format for your bio (link).

Adding Your Content

Using GitHub or GitBook

You can do a Pull Request directly from the GitHub Repo (link) or choose to make an edit directly from Gitbook.

1. Send @zacharybk a request on GitHub to become a collaborator on the Support Wiki Github repo

2. Become a contributor on GitBook using this link.

Formatting Your Content

Gitbook also provides a WYSIWYG, which means there's nothing to learn, and you can start contributing right away!

The easiest and fastest way to format your content for Support Wiki is using Markdown. Though it's a simple language to learn, it can be intimidating at first. Once you get the hang of it you'll realize the power of the tool.

Markdown is a lightweight markup language with plain text formatting syntax. Its design allows it to be converted to many output formats, but the original tool by the same name only supports HTML.

Guide to using Markdown -

Once you you spend a few minutes using Markdown, you'll quickly recall the syntax and you can use any text program to type Markdown. If you're unfamiliar with the syntax, here's a guide to become familiar with Markdown.

A very easy way to learn Markdown is with the online editor called Stack Edit. It's a web-based tool which means there's nothing to download. It has WYSIWYG controls, which makes it very easy to write content, format it, and see your changes instantly.