Reinventing the Rules of Engagement
Roshni Champati, Sr. Program Manager, KCS, Pivotal Support
Have you heard that story about a guy, who used to read the pile of newspapers and was satisfied reading them all? You must have also heard about the other guy, who absorbs it all and then tries it out to see if the learning works. He uses his experience to communicate what worked and what didn’t. Now how many of us are the first guy and how many of us are (or aspire to be) the second one? We all tend to be the second one, while some of us are still trying to get there. We all seek to cross the chasm in this world of disruptive knowledge. We want to test our analysis, try out what we know, try the first thing that comes to our domain of technology and we fail delightfully. We enjoy failing and build from there because we learn the most by failing. The fact remains that our knowledge does not do the work for us. It’s us, who do the work. Our learnings are useless if we are not applying them, sharing them, and testing them out. This is the ideology behind Pivotal’s Knowledge Base (KB).
We've heard that the best thing about Pivotal’s Knowledge Base is that it is built upon the idea of breaking the rules of siloed engagement between operators and engineers with a promise to be their advisor day-two-onwards when “day-one” is the day you implemented Pivotal’s software. It ensures that the documented facts are based on the insights of our customers. For example, the app failed and was reported and documented in a KB article. The developers at Pivotal are always searching for the real use cases.
It’s a people-driven system of knowledge sharing. There are a group of developer dojos huddling for the development of the features and they are always collaborating, communicating, and organizing the content. These people are the people from Pivotal Support and Pivotal R&D. That’s what matters in Pivotal, people matter, communications matter. For Pivotal, our Customers matter, and the rules for our engagement matter. We hear real user’s voices, and that echoes in the Knowledge Base articles, in the community threads often times. Customers identify needed features. Customers are the real advocates of the products. They test and learn and retest to understand why something is not working as desired. Therefore, this desire creates the journey for feature improvements and product developments. The Knowledge Base becomes the living example of our Customer's Voice.
Nothing in our lives is going to change because of the mere acquisition of information. Change happens when we work with information long enough to figure out how to make it work. The feedback is imperative and breaks the silos. Pivotal Documentation is the Guidebook to all that you need to learn about Pivotal software and the Knowledge Base is becoming the answer to the questions when you have trouble. Many issues after getting discussed in Knowledge Base articles gets attention, gets extended and eventually lands up in Pivotal Documentation as full-fledged features. We are breaking many rules and reinventing a consolidated knowledge centered service that helps you trust in our efforts. Check out the latest KB articles in our Knowledge Base, where to go when you need to know. We will keep reinventing the rules and you keep telling us how we are doing in our Knowledge Base. Write to us firstname.lastname@example.org.