Use case: Establish Haiilo help community

Communities are a great way to interact within teams, or project and interest groups, and organize your work. You can also make the most of this for your Haiilo project! With a help community, you will be supporting your users and giving them the chance to help themselves. The great thing about this: You create a place to share useful tips & tricks, and users have access to the information at all times. 

The layout of this kind of community generally varies depending on the size and structure of the company. We’ll use a practical example to give you general tips on the layout and content.

Aim of the community

Before we start creating the community, let’s first consider its objective:

  • Creating a place for discussion and questions for users and the editorial team

  • Providing assistance, tips, and best practices for the use of Haiilo

  • Digitalization of the most frequently asked questions from employees in a central location

  • Providing information to employees on how to use Haiilo
  • A central location for inquiries about training opportunities and new pages
Information about product developments at Haiilo is also often shared with the employees here.

Implementation with Haiilo

The community is accessible to all users and so set to "public". This allows employees to benefit from transparent interaction and a transfer of knowledge.

We have used the following apps in our example

  • Timeline
  • Blog
  • Wiki
  • Form
  • Content


Apps in detail 

  • Via the timeline (here "Timeline"), employees can get in touch directly with the Support Team in the help community or other users with the same concern. Questions that concern everyone are asked and answered there, as the app is visible to everyone, making it transparent. For many questions, you can also use the forum app.

  • With the help of a blog (here "Tips & Tricks"), attention is drawn to special tips and help on the use of certain features and product developments. Comprehensive posts that tend to have an editorial character are created here. The reach of these posts can be increased by sharing them on one or more timelines on other pages.

  • The use of a wiki makes it possible to compile usage information or frequently asked questions about Haiilo and present this content clearly for everyone. If something is updated or changed, users are automatically informed about this with a notification. You can find two wikis in our example: One wiki is for new users and is intended to help get to know the system. The second wiki is for editors who create lots of content on pages and require a deeper understanding of Haiilo.

  • The form allows training inquiries and requests for creating new pages to be processed in the community. The employees can quickly and directly submit their inquiries. In our example, we have also added a form to report missing content (here "Is something missing?"). This allows employees to easily report what content is missing in order to be able to use Haiilo even better.

  • The content app offers flexible ways to create layouts. In our example, we are using them to present netiquette – the rules of conduct on Haiilo – and short videos (here "Tutorials"). By doing this, we are helping users get to grips Haiilo.

Example of a training inquiry


Example of a wiki:

If you want to find out more about apps and how to use them, take a look here! We’ll explain to you what apps are and give you some practical examples.

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