§ Journal
Guides
6 min read
A short guide to rolling out an answer engine
Start with one team, one folder and ten real questions. Here is the two-week plan we give new customers.
Mira Castellanos
The teams that succeed do not start with everything. They start with the questions they are tired of answering.
Week one
Connect one folder. Collect ten real questions from the last month. Ask them all and mark each answer right, wrong or missing.
Week two
Fix the missing documents, invite the rest of the team and switch on the review queue. Look at the numbers together at the end of the week.
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Keep reading
Engineering
How we check that a source really says what we claim
A citation that points at the wrong page is worse than no citation. This is the checking step we run before an answer is shown.
Guides
Writing a company handbook people actually search
Seven habits that make a handbook easier for people, and for tools like ours, to answer questions from.
Research
What we learned from 40,000 unanswered questions
Most unanswered questions are not hard. They are missing a document nobody wrote down.
The Ostler letter
Notes like these, once a month.
New articles, release notes and one useful link.