The Signpost Help Center is a comprehensive resource designed to provide orientation, training, and support for individuals involved in various aspects of the Signpost organization. It covers many topics, including an introduction to Signpost and training guides for editorial content creation, moderation, analytics, service mapping, and social media management.
The main purpose of the Help Center is to equip Signpost team members with the necessary knowledge and skills to effectively fulfill their roles and contribute to the organization's mission. It is a centralized hub for accessing information, guidelines, and best practices related to different areas of Signpost's operations, and requesting help and changes.
Key sections of the Help Center include:
1. Welcome to Signpost: Provides an overview of Signpost, its mission, target audience, growth story, technology philosophy, and team structure. You can also take a look at our ongoing tech roadmap HERE.
2. Editorial: Offers guidance on creating, managing, and maintaining Signpost's content, including principles, workflows, SEO best practices, and using tools like Zendesk Guide and Transifex.
3. Moderation: Focuses on the role of Digital Community Liaisons, communication guidelines, and moderation principles such as people-centered approach, non-discrimination, active participation, safety and security, and confidentiality.
4. Analytics: Covers the Signpost Analytics tool suite, including the Analytics Hub, Google Analytics 4, Zendesk Explore, and survey tools.
5. Service Mapping: Provides information on managing the service database using Directus, including creating services and providers, layouts, user settings, and data import/export.
6. Social Media: Offers guidance on creating and managing Signpost's social media presence, including Facebook, Instagram, social media ads, and Meta ad credits.
Navigating the Help Center and Community Features:
The Signpost Help Center offers several convenient ways for users to submit support requests and bug reports, ensuring that they can easily access assistance whenever needed. One method is through the help widget located in the bottom right corner of the Help Center. This widget serves as a quick and accessible point of contact for users to initiate support inquiries. You can also submit a support request or bug report by emailing support@signpost-help.zendesk.com.
When a user submits a request through the help widget, it is integrated into the Zendesk support system. Users can track the progress of their ongoing requests by clicking on their user profile and navigating to the "Requests" or "Activities" section. Here, they can view updates on their submitted inquiries, including any responses or actions the support team took. This feature provides transparency and keeps users informed throughout the support process.
In addition to the support request functionality, the Signpost Help Center also offers community features that foster user collaboration and knowledge sharing. One of these features is a dedicated forum where users can request new features, read updates and release notes, and suggest improvements to the Help Center content.
The feature request forum allows users to contribute their ideas and suggestions for enhancing the Signpost platform. By engaging in this community-driven process, users can actively participate in shaping the platform's future development and ensure that it continues to meet their evolving needs. You can also vote and comment on the feature requests shared by other Signpost Global team members. Your votes and engagement will steer our roadmap priorities. These requests can be related to technology needs, content or policy recommendations, or other changes to the process that would benefit many Signpost programs.
Moreover, the forum serves as a platform for users to stay informed about the latest updates and release notes related to Signpost. This includes information about new features, bug fixes, and other important changes to the system. By regularly checking the forum, users can stay updated with the ongoing improvements and enhancements made to Signpost.
There is also a community board for suggesting updates to the Help Center content. If users identify areas where the documentation could be improved or expanded, they can submit their suggestions through the forum. This collaborative approach ensures that the Help Center remains a comprehensive and up-to-date resource for all users.
To further support users in their onboarding process and help them keep track of their progress, the Signpost Help Center includes a "Mark as Read" button for each article. When a user finishes reading an article, they can click this button to indicate that they have completed reviewing the content visually. This feature helps users maintain a clear overview of the materials they have covered during their onboarding journey, making tracking their progress easier and ensuring they have all the important information.
The Help Center is a valuable resource for onboarding new team members, providing ongoing training and support, and ensuring consistency and quality across Signpost's various initiatives. It aims to empower Signpost team members with the knowledge and tools to effectively contribute to the organization's goals and deliver valuable services to its target audience.