Should the release notes live in a Help Center (e.g. Zendesk) or on a Community platform (e.g. Telligent).
You should probably begin answering a question like this with "It depends..." because there are so many variables that should be considered. So I'll elaborate on our scenario in order to tighten the scope of this question.
- We currently use ZenDesk (primarily designed as a ticketing software that has some secondary add-on tools for documentation, and even some community components.)
- We just purchased Telligent to build a holistic Community that will be used primarily for demand gen (Marketing) but also to help drive business objectives for other teams including Product, Sales, and Customer Success.
- While most of the community is focused on being a platform for thought leadership and folks who are not customers, there is a single group in the community where our Company will have a voice. This is a place where we will communicate with customers and prospects alike, about all things Canopy (our product).
- The Product team will be leveraging the community to showcase Feature Ideation forums
- We will show the stages of product development and solicit customer feedback on the features we are building
- We will also allow customers to add feature ideas and share feedback/vote on one anothers feedback
- Sales will be directing prospects to this Canopy focused group to ask questions and get answers from existing Canopy customers, etc.
So now lets look back at my initial question. We are at a pivotal intersection right now...
Host Notes in the Help Center (Software Speak)
- The Help Center is designed to provide specific information and send users on their way feeling empowered, and satisfied with using the information we’ve offered.
Host Notes in the Canopy Group within the Community (Software Speak + Tax Talk)
- The Community is designed to provide specific information coupled with strategic programs and engagement loops targeted to hook users to spend more time searching, exploring, and enjoying themselves after they get the information we’ve offered. After they get what they came for we have a toolset that allows us to offer additional value, thus exceeding user expectations.
What do my fellow Community professionals think?