Hey New Relic friends and family!
Communities can do LOTS of things. Here in the Online Technical Community we have been focused on SUPPORT - answering the questions that help you make the most of New Relic. We also turn to you to help shape our PRODUCT. Though there are always more Feature Ideas than we can implement, a lot of our product improvements come straight from your feedback here.
Another aspect of community is ENGAGEMENT - helping to foster conversations not just about New Relic products, but about the ideas, themes, and industry changes that impact how and why we use New Relic. We have some discussions over in Nerdvana, as well as our New Relic events category, for example.
In short - we’re doing a lot of things in this Community space, but it’s not always clear what we’re doing where or why. So we’d like to undertake a project to organize our space a bit more, especially to make it clear to our new folks what this community is all about and where they can best engage. This is where we need you. As Online Technical Community veterans, you probably don’t visit our home page a ton, but we’d love for you to pretend you’re brand new and see how these changes feel.
Here’s what we’re planning:
Updating the Information Architecture (Categories)
Because folks come to the Online Technical Community for a variety of reasons, we would like to match those motivations to how our community is organized. Generally speaking, we’ve found that most users come to the community after a google, docs, or support portal search. They often land on a related topic, and if that topic does not answer their specific question, they take one of two actions:
- Login and post a question (start a new topic) OR
- Check out our Level Up posts for a straightforward solution from our staff
Once a community member has been engaged for a while, we’ve also found that they want to expand their conversation from question/answer to discussions. In other words, they don’t just want to know why their NRQL isn’t working, they want to talk about what NRQL queries would help them solve business problems. We want to help those people too.
With that in mind, we plotted out some suggestions for how to better organize our categories to make it clear if you are getting support, leveling up your knowledge, or engaging in discussions. AND, it should make our home page cleaner and easier to navigate. Here was our suggested information architecture (ignore the colors! these are just for illustrative purposes):
Cleaning up the images - AKA making it look nice
We also need to make the Online Technical Community look and feel more like newrelic.com, and use stronger visual cues to help folks have a sense of place as they move through the community.
Putting the two concepts together - updating the information architecture and building a sense of place through visual cues, we expect that we will start to put together a community site that looks something like this:
What do you think?
While we think this is the right direction to go, we of course want your feedback!
- Do you think this will help new community members better navigate our GIANT community?
- Does it matter to you, the folks who are already in the community?
- Are we missing a big opportunity?
- Is there a community feature you would rather see us focus on because it would make things easier?
Thanks for checking things out and sharing your ideas and feedback with us!