Nelnet

Over 130 trained site contributors maintain more than 9,300 pages of content.

Over 550 How-To, Training Class, and Q&A video articles have been created for our internal and external customers.

Weekly content team meetings and bi-weekly editor office hours to collaborate on content creation, problem-solving, and ways to enhance our knowledge base.

100% of links to HubHelp from NBS products (hard-coded or through Pendo) include authentication to improve the transition into the help site and reduce friction.

Over 22,000 site contributions in 2022, including a 15% increase in the number of pages in the help site. 70% of the contributions were edits to existing content.

We’ve created a self-guided training program for editors that includes videos, written documentation, knowledge checks, and instructor-led practice sessions. All editors must go through this training process prior to creating internal or external-facing content. We also provide editor walk-throughs, with options determined by whether the editor is at a Guide or Article level. These tools have empowered over 120 editors to contribute content to our knowledge base.

Our Online Help team collaborates with editors who are creating internal-facing articles to repurpose that content for our customers.

Regular analysis to ensure common search term display the most relevant articles within the top five search results site-wide.

Our company serves K-12 and higher education schools, and the needs of our customers are seasonal, based on the time of the school year. We took on a project that analyzed support calls and online chat events, looking at what types of issues our customers faced throughout the year.

With that information, we created, I need to… hyperlinks to the most-needed content on the home category of many of our most-used products, and rotate those links throughout the year.

We take that same approach with our Pendo Resource Center, creating checklists and walk-throughs that are based on our seasonal content in HubHelp, and since we want HubHelp to be the single source of truth, we can link to resources in our knowledge base from almost every screen in our applications.

NBS recognizes that KCS is about value-creation through knowledge, and that our associates and customers only realize value if we do something with the knowledge they share. To that end, we continually request feedback from our associates and customers to aid in improving our content. Twice a month during our NBS new associate orientation, one of our knowledge base administrators gives a live demonstration of HubHelp, including a request that they provide feedback on our articles se we can leverage their product knowledge.

Our Online Help team members also have regular direct communication with our Product, UX, and Development teams, not only via bi-weekly Sprint Review and Product Release meetings, but via Teams channels with members of these three groups.

We also join NBS Account Management team meetings to discuss how they can best use our knowledge base and to request feedback on our content.

This many-to-many approach allows us to stay up-to-date on changes to all our products, to ensure our documentation is always in sync with our applications. 

NBS recognizes that KCS is about value-creation through knowledge, and that our associates and customers only realize value if we do something with the knowledge they share. To that end, we continually request feedback from our associates and customers to aid in improving our content. Twice a month during our NBS new associate orientation, one of our knowledge base administrators gives a live demonstration of HubHelp, including a request that they provide feedback on our articles se we can leverage their product knowledge.

Our Online Help team members also have regular direct communication with our Product, UX, and Development teams, not only via bi-weekly Sprint Review and Product Release meetings, but via Teams channels with members of these three groups.

We also join NBS Account Management team meetings to discuss how they can best use our knowledge base and to request feedback on our content.

This many-to-many approach allows us to stay up-to-date on changes to all our products, to ensure our documentation is always in sync with our applications. 

In order to keep our articles focused and limited to one or two pages, we've created an intro table at the top of articles for many of our products, which allow us to prominently display hyperlinks to related articles or instructional videos.

We train all our editors how to reuse content from other articles, including adding conditional text in each article to track from where the content is shared. We are also in the process of implementing a custom classification for content reuse articles so we can use Page Classification Manager to more easily identify them.

We take customer and associate feedback very seriously, forwarding each email to the person responsible for the content, and replying to the sender, thanking them for their feedback and letting them know what changes we've made based on their information.