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The two things holding us back at the moment are items that our current and previous systems made available: an internal company wiki and the ability to converse via threads.
The internal wiki has been incredibly helpful in training and retention of our overall knowledge base. It allows for a search by keyword for procedures, company policies, or just information on charts. It also keeps information consistent and avoids contradictions. Quite often, a question posed by a new employee can be answered by posting a reply with a link to the correct wiki page.
The thread format is important in its ability to clarify ideas as more responses are provided. Currently, the answer to a question on Glip comes in the form of a reply with a person tagged. If clarification was needed, then another tag would be made. The net result is that the question, and more importantly the answer(s) are scattered throughout the feed. That makes it difficult to get back to the original question, and impossible for others to follow, especially within the "Teams" structure.
In both cases, it's worth considering that a system like Glip serves the purpose of cross pollinating information between roles and departments. Quite often, we have production staff chime in with answers to service issues and vise versa. In this sense, the retention of ideas, solutions, or full blown procedures can be captured in a system like glip simply by allowing the structure of the system to capture that information as it occurs in every day work.
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