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Repost: Be kind to your users ❤️

Hi admins!

I just read a recent article posted by @Rodrigo Martinez who is a Premier Support Engineer on the Atlassian Team titled Be gentle and kind to your users

In his post, he talks about the importance of being empathetic to your users and about the responsibility of a Jira admin! I think it's very good, and would love to know your thoughts/tips on how to care for your endusers in the comments below :). 


I agree with Rodrigo that, as an Admin for these products (Atlassian or otherwise) we have a complex responsibility. The user-facing aspect can make all the difference in how people feel about the product, how willing they are to use it, how likely they are to ask for help, etc.

Here are a few ways that I try to ensure that my Atlassian product users feel well cared for:

  • I respond as soon as I possibly can to requests for support from users.
  • I subscribe to status updates on the Atlassian Status hub, and proactively message my users (in an Atlassian-specific Slack channel) about known major problems, and when they are resolved.
  • I listen to user requests, ask questions, and try hard to understand their need before starting to talk about possible solutions.
  • I created a one-page, simple "quick start" page in Confluence per Atlassian application, to help new hires self-serve their onboarding as much as possible.
  • I reach out to new employees to introduce myself, and share just a few key resources:
    • the Slack channel previously mentioned (which is open to product Q&A also)
    • my name, role, and contact information -- and my eagerness to help them
    • links to the appropriate "quick start" pages for the apps they will be using

There's so much more to being an Admin than our user-facing side. But getting that aspect right makes all the difference.

It's kind of cool to be able to maximize the value of these products for our users / teams / organizations. I couldn't succeed at that mission without truly serving each user!

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Taranjeet Singh Community Leader May 03, 2021

@Bridget I strongly agree with this thought/practice that any good Atlassian Tools admin should have the traits of being kind and empathetic to their end users, in order to provide them the best support service for these tools in a prioritized and timely fashion.

These traits definitely differentiate a good Atlassian Tools admin in any organization.

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