The Illuminate Community is a place where you can ask questions, collaborate with other districts and users currently using Illuminate, and learn things you did not already know about Illuminate. It’s also a place where you can answer questions to help others and share your knowledge and experience. And for everyone, it’s a place to connect with other users and see how they are using Illuminate tools to achieve student and educator success.
One of the best things about Illuminate Education is the culture. And part of that culture is you - the incredible educators and administrative staff using Illuminate Education every single day to help us reach our dream of changing the world of education.
We encourage you to participate in the community. Before you get started, though, take a look at these community guidelines to learn more about our community and how it works.
This article covers the following topics:
- Community is everywhere
- Community roles
- Community guidelines
- Community participation
- Reporting bugs and weirdness
Community is everywhere
When you visit illuminate.zendesk.com, you will find one category that is labeled “Community.” However, community extends to our Help Center or what you might recognize as our help documents. Commenting is enabled everywhere and, in some areas, you can add your own contributions as questions or tips.
There is community around all our content. We encourage users to register and participate in the community. We value all the great questions, feedback, tips, and insights. It’s invaluable to us and to our users.
If you are not registered and signed in, you can only browse, view, and search. When you register and sign in, you can also participate in our community.
Signed in users can participate in the following ways:
- Comment on existing content
- Ask questions
- Share tips, best practices, or specific workflows
- Participate in community discussions
- Vote on articles
- Subscribe to individual articles or entire sections
To participate in our community, you will need to do so through your Illuminate Education user account or by contacting our help desk at 949.242.0343.
At illuminate.zendesk.com you will find many different users. Everyone is here to either get answers or give answers.
These are the roles for the users you will encounter in the Illuminate community:
Registered end-users. These are users who have registered and signed in to participate. All registered end-users all use one of our products (DnA, ISI, or ISE) through their district or school organization.
Illuminate employees. In addition to the team of employees dedicated to supporting the community, there are many other employees who participate in the community. Usually these employees are product managers, implementation managers, product developers, or support advocates, but anyone from Illuminate might jump in at any time to help users succeed!
We support an open and friendly environment in the community. It’s your platform for asking questions, sharing information, and giving feedback. And everyone comes with unique experiences, opinions, and perspectives that make the community even more valuable.
In the community, though, it’s important to be respectful of one another and Illuminate Education, act with good intentions, and use good judgment. Assume that others are doing the same, unless they prove otherwise. You are responsible for your own actions while participating in this community.
Here are some things to keep in mind in the community:
- Be respectful, friendly, and sincere
- Use appropriate tone and language
- Encourage others, especially new users
- Share what you know
- Ask for help and help others
- Provide constructive, helpful answers and feedback
- Give enough detail, including screenshots and specific navigation instructions if needed
- Relax and have fun!
Here are some things we do not permit in the community:
- Do not post or link to information that is deceptive, fraudulent, threatening, libelous, harassing or hateful.
- Do not post or link to offensive or inappropriate content or content intended to be inflammatory.
- Do not post or link to content that promotes or encourages illegal activities, sexual services or products, or pornography.
- Do not post or link to viruses, bots, worms, trojan horses or other malicious software, or utilize the community to post, link to, generate, distribute or promote any kind of spam.
- Do not post or link to content that violates anyone’s intellectual property rights (including copyright, patent, trademark, publicity, moral and other property or proprietary rights) or which you do not have the right to post or link to. You may link to other community content or publicly available Illuminate Education documentation if appropriately attributed and relevant.
- Do not post or link to content that violates any person’s privacy rights.
- Do not post or link to confidential information of Illuminate Education, its partners, affiliates or vendors or any third party.
- Do not misrepresent yourself or lie about your identity or affiliation or falsely imply any association or sponsorship by Illuminate Education.
- Do not solicit community members for any commercial purpose.
- Do not post or link to content that disparages Illuminate Education, its vendors, partners or affiliates.
- Do not provide inaccurate answers to questions; if you don't know the answer, it's better not to comment.
- Do not post any Student Data or other Personally Identifiable Information as those terms are defined by the Family Educational Rights and Privacy Act (FERPA), state-law equivalents, and other federal and state privacy-related laws.
We reserve the right to immediately remove any posts that do not conform to our Community Guidelines. We also reserve the right to temporarily or permanently suspend or bar a user who violates these Community Guidelines.
To report behavior or content that violates or is inconsistent with these Community Guidelines, please let us know at firstname.lastname@example.org.
Participating in the Illuminate community should be a fun and rewarding experience, whether you are just reading content or you are actively commenting and posting content. It is an easy way to ask questions, share your expertise, and provide feedback on our Help Center articles and documentation.
Your participation helps make our content better, our product more effective and our community stronger.
Community support: Q&A
In the community you can get help and you can help others. It’s a great place to get effective and timely answers to questions.
Our Help Center allows you to make comments in context so that you ask questions, give doc feedback, or share information about a specific topic or feature. In our community forums, you can post specific questions or see how other users are using Illuminate to meet a specific need.
You will encounter many supportive and helpful Illuminate users in the community, including some of our most experienced users and longest standing clients. If someone in the community can’t help you, though, then someone from Illuminate Education will definitely jump in.
We treat the community as a support channel. We have community support leads dedicated to helping users in the community. They will escalate questions to tickets when they need input from other groups, like our product team or advanced support team.
Community sharing: tips, insights, best practices
The value of the community is learning what others are doing and building collective knowledge and best practices. So the more real-world knowledge you share, the stronger the community will be!
Regardless of the size of your school or your district, there are similar users who want to know what you’re doing to use Illuminate Education and positively impact the success of your fellow educators and students.
We encourage you to share your workflows, to share insights and tips, and to discuss best practices.
Reporting bugs and weirdness
You will find helpful people in the community, but it is not a place to report bugs.
If you think you are experiencing something unusual or unexpected in your Illuminate instance, contact our support team at email@example.com.