Platform Engineering #5: Effective Communication
Learn to communicate efficiently with your end users and boost your Internal Developer Platform adoption.
Hey Folks 👋,
I'm Romaric Philogene, CEO and co-founder of Qovery, and in this fifth post on my Substack. In my previous post, we explored how to measure the success of your Internal Developer Platform.
In our journey of shaping robust Internal Developer Platforms, we often focus heavily on technical aspects. However, there's a crucial element that can make or break our platform's success: effective communication with our end users.
Why Communication Matters
Foundation for User Adoption: Good communication is not just about disseminating information; it's about engaging users, making them aware of the platform's capabilities, and guiding them on effectively leveraging these features. This clarity and engagement are crucial for initial adoption.
Ensuring User Retention: Retention is nurtured through ongoing engagement. Consistent updates, responsiveness to feedback, and transparency about platform changes keep users committed and reduce the likelihood of them seeking alternative solutions.
Reflecting the Success of the Platform Engineering Team: How we communicate impacts user perception, interaction, and satisfaction with the platform, directly reflecting on our team's effectiveness.
Building a Strong Communication Strategy
Now, understanding the 'why' paves the way for the 'how.' Let's explore the key components of a strong communication strategy for Platform teams and Internal Developer Platforms adoption.
1. User Documentation as a Tool for Empowerment
User documentation should be more than just a reference guide; it should be an integral part of the user experience. It's about providing the right information at the right time. Tools like Docusaurus allow us to create interactive, easily navigable documentation that can be seamlessly integrated into the platform. This approach ensures that users don't just have access to information but are guided through their journey on the platform.
2. Transparent Roadmaps: A Window to the Future
A public roadmap, like the one we manage with Frill (roadmap.qovery.com), serves as a transparent communication tool that outlines the future of the platform. It allows users to see planned features and enhancements, setting clear expectations and building trust. This transparency also invites user feedback, turning the roadmap into a collaborative tool.
3. Forums and Q&A: Building a Community of Users
A thriving community around a platform is a sign of its success. Platforms like Jira or Discourse provide a space for users to ask questions, share feedback, and suggest improvements. Actively managing these forums and responding to queries with detailed answers helps in building a rich knowledge base. This engagement demonstrates to users that their input is valued and considered in the platform's evolution.
Case Studies: Bringing Concepts to Life
Let's look at real-world examples where effective communication has led to significant improvements in IDPs:
Case Study 2: An instance where transparent communication about a major platform update led to smooth transition and user adaptation.
Best Practices for Effective Communication
Here are some best practices to ensure our communication is impactful:
Integrated Documentation: Ensure that your documentation is not only comprehensive but also intuitively accessible within the platform.
Interactive Roadmaps: Keep your roadmap dynamic and interactive. Regularly update it and incorporate user feedback.
Engaged Community Management: Prompt and detailed responses in forums show that every user query is valued.
Regular Updates: Use newsletters or in-platform announcements to keep users informed about new features, updates, and general improvements.
Feedback Loops: Encourage and act on user feedback. This creates a loop of continuous improvement and user engagement.
Regular Updates and Feedback: Keeping the Conversation Alive
Beyond these platforms, regular updates are vital in maintaining an ongoing dialogue with users. Whether through newsletters, emails, or announcements within the platform, these communications keep users informed and involved.
Wrapping up
Effective communication with end users is not just a practice; it's an ethos that should permeate every aspect of platform engineering. It's about building a relationship with our users, where they feel heard, supported, and an integral part of the platform's journey.
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