First Three Steps

Assemble Your Team	Capture Your Knowledge	Organize and Curate
Community Team Identify Top SME Contributors Employee Volunteers Identify Rising Stars (super contributors)	Draw from other channels; share with other channels	Add new spaces slowly Expand topics Build articles from Q&A

Last Three Steps

Put Knowledge to Work	Measure Impact	Evaluate and Evolve Strategy
Understand areas within the community with greatest activity & success	% solved trend Consider Value Survey Align with other processes (calls / email / chat sessions) & trend	Scaling volumes, capacity or solvency?