We thought the Knowledge Base thread needed a refresh, so here we are. We want all our members to understand this part of our site - what it is, how it can be used, how you can get involved. If knowledge is power as they say, then we want everyone to have a bit of it.
Here are some headlines we will expand on:
What is the Knowledge Base?
What is the Knowledge Base Editors Group?
How can you make a difference and get involved?
What is the purpose of this thread?
What is the Knowledge base & where can I find it?
Straight to the point, as a former member of staff said it, the Knowledge Base(or the KB as we sometimes call it) is the community's source of information, think of it like our encyclopedia of all things giffgaff.
The KB is first a place where members can search for answers when in need. Second, it can be used by our helpers as a base for the advice they are giving in Help and Support. Considering those two alone, it is a very important tool that can make life easier for all giffgaffers.
You can find the giffgaff Knowledge Base by clicking on the Help button on the top right of the navigation bar then find FAQ on the right side of the drop down menu.
Another way to get to it if you are browsing the Community is to simply click the forth button of the labeled 'aq which is on the right side just under the banner.
For mobile, on a browser you will find a KB tab on the top navigation and on the App, go to Community, then under the More tab you will find the KB button.
To make things really easy for this time around, click here and you will be redirected to the wonderful place that is the Knowledge Base.
What is the Knowledge Base Editors Group
No better way to explain this than through the eyes of a member: The KB group has at the moment 44 members and is made up of gg staff (from various areas), KB Publishers & Editors as well as other interested members. It is a place where everyone is equal and every idea is investigated. We discuss & implement changes to the KB with a sound view of making it as accessible as possible to get the correct information with the least amount of effort. It is a closed group but were always interested to hear from members who have something to add. If you are interested in joining to discuss the future of the KB please go to the KB Discussion Group page and request to join the group.
If you want to know more about the crowd you will find if you join the group, reveal this:
Your KB Publishers:
Besides being involved in improving the KB and taking it to the next level on all aspects, these are the members that will make sure the article edits are as accurate as they can be before publishing them.
These will be members that have been around the Knowledge Base and giffgaff for a good amount of time showing a lot of dedication, passion and professionalism in delivering the information in the best way possible.
Your KB Editors:
As well as sharing their ideas and being hands on with pushing forward the discussion to improve the KB, the editors are the members that can edit articles, keeping them as accurate and up to date as possible and then submitting them for publication.
They work hand in hand with the publishers in delivering the accurate, on point articles we all love.
Your dedicated educator and giffgaff staff:
All educators can be nudged for urgent matters, but you will see me more in the group, trying to get the answers to questions addressed to HQ, bring the editors information about new changes or releases and make sure the group is nice and tidy so our members can discuss and debate ideas in the best environment possible.
The group also has a wide variety of giffgaff staff members that have a look when possible and try to answer more specific questions and give support when needed.
How can you make a difference & get involved?
We know that our members are different and they get involved in different ways and we are happy to accommodate all of them. We appreciate and encourage everyone to have a say in what we do and how we do it and here are some examples of how you can make your voice heard:
Submit your feedback in the Feedback Form and keep an eye on the updates.
Have an open conversation with us on this thread.
Join the KB group and get into more details with us.
Send me a private message if you have a real passion for this and want to become an editor.
What is the purpose of this thread?
Having an open conversation about what we do and how we do things is important to us and we want all of you to be involved. This thread is here to host any type of conversation regarding the Knowledge Base. You can just throw an idea at us or dive into details. You can ask questions about the group, the platform or what we are up to. If you think we did something wrong, keep us real. Anything small or big, we want to hear it, so do not be shy.
Note: If you are having any issues and need help please make your way to Help and support and make a new post, as that is the best place to get answers from our super helpful members.