Resources for Internal Employees: Guidelines, Rules, Policies

Oh, two pieces of advice I like to give:

1. When you make your documentation, I recommend putting a “TL;DR” summary of the top 3-4 bullet point items they should know. 
   
   Your documentation is likely to be detailed and longer than they’ll want to read at first glance. Don’t make them go searching for the key insights. Put the most critical items at the top and entice them to read further. 
    
2. A picture is worth a thousand words. Visualizing processes will aid understanding and increase adoption. 

I talked about each of those a bit at 24:20 in this event recording (skip to 36:40 for when I talk about those two things) 

LOVE these tips! Just wanted to point out this guide which I wrote a while ago, hope that it helps:

Hiya folks! Figured I owe the Gainsight community an update after creating this topic eons ago.. we’ve officially hit the half year mark of going live with our community and some internal resources I’ve created are the following:

• Community Policy for all employees (dos and don'ts, reiteration of our community mission statement)
• Community Style Guide (tone, style of writing)
• Community Contributors (think a table chart for roles we have for internal employees that participate often in our community other then Community Managers)
• Community Guidelines for our Community Writers (think length of Product Update posts, how to submit your document to the Community manager team, how we publish on their behalf etc)
• Community Basics and FAQ for CSMS (How CSMs can use community with our customers, their role in community and other resources)

All in all I’ve been busy writing up a lot of internal documentation for our company. We host these policies/guidelines on an intranet and while not mandatory it is something that our employees can search for in our intranet and it’s super helpful for our Community management team to send as a quick link resource to our employees.

My current focus is documenting resources moreso for our Community Management team such as workflows, moderation tips, escalation process etc. If anyone has moderation tips or workflows that they’ve leveraged using the features available in the CONTROL area please share. 🤔

Hi @Grzegorz Byrski ! Are you looking for Community Guidelines for community members or Community Guidelines/Policy for internal employees?

While I do have guidelines for our community members (collaborative effort between our marketing and legal departments), my thread above was discussing the guidelines I created for our internal teams. For my internal guidelines, unfortunately I had no public resources to go off of so I ended up creating my own from scratch. 🤓 (It was quite the endeavor)

Here is how I outlined our company wide policy regarding community (aka internal guidelines):

1. Purpose (mission statement and type of community we have for our customers)
2. Expectations (what the community is and what it isn’t)
3. Access levels (who has access to what)
4. Roles (who has permission to contribute in our community)
5. Engagement Metrics and where they live (think CRM, Dashboards for engagement, registration etc)

From there, my internal documentation for my peers branched out to other documents like I listed above; style guide (for those roles who contribute to community), Customer Success positioning (to help our CSMs position our community), walkthrough documentation for accessing our community through our SSO solution, Roles and Responsibilities documentation for those who are contributing to our community, and Ideation Guidelines to set expectations internally on how our Product team dispositions ideas and how that review process looks like.

Hope that helps!