Instructor: Kurt Baker 9/3/2019 WELCOME! What’s New in Knowledge Management 2.0 (for Contributors to the Public KB) Instructor: Kurt Baker Welcome to the session! Penn State IT Using Box at Penn State- Powerpoint

Training Objectives By the end of this session, you should be able to… Identify the most critical differences between KM 1.0 and KM 2.0 (related to workflow, roles, and public access to knowledge). Create and submit articles to the Public KB, utilizing article templates and the KB style guide. Peer review articles in the Public KB. Apply best practices and guidelines for editing articles in the Public KB.

Two KB’s The new Public Knowledge Base is truly public, not behind webaccess. Purpose: To share how-to & other important service information with end-users so they can access it via the self-service portal and via attachment to incidents when possible. The IT Knowledge Base will be available to all SNow users but not accessible to the public. Purpose: To share knowledge across IT.

Public KB Workflow

Editing Etiquette & Best Practices Choose Carefully: Suggestions vs Edits Always Add Work Notes Use the KB Style Guide When to Edit an Article Yourself: You see a small number of spelling, grammar, or formatting errors that are simple to fix. You identify a problem with accuracy that can be addressed by minor changes to one or two steps in the article. When to Suggest Edits: The article is confusing or substantially inaccurate throughout (incorrect steps, unclear technical jargon, illogical order of content, etc.) The article is missing important formatting features throughout, like numbers or bullets for lists, headings for major sections, etc. The article is much too long, and you feel it should be split into smaller pieces.

Editing Etiquette & Best Practices Choose Carefully: Suggestions vs Edits Always Add Work Notes Use the KB Style Guide If you make any change to a knowledge article, always add a clear and specific description of the change in the work notes and why it was necessary. Example: “Changed button name in steps 2 and 3 due to recent system change that altered the former name of that button.”

Editing Etiquette & Best Practices Choose Carefully: Suggestions vs Edits Always Add Work Notes Use the KB Style Guide KB Style Guide: Article #KB0010266 Always refer to the current version of the KB style guide, and use it as a reference when making changes to an article.

Editing an Existing Article Authoring a New Article Demonstration Editing an Existing Article Authoring a New Article

Conducting Peer Review Demonstration Conducting Peer Review

Peer Review Best Practices Be Concrete SAY THIS: “I ran into difficulty following the steps starting at step 3, but I am not sure what the correct step should be at that point.” INSTEAD OF THIS: “These steps are confusing.” Make Suggestions, Not Demands SAY THIS: “I think users may be confused by [specific term]. Is there another word that could be used to replace it in step 2?” INSTEAD OF THIS: “Use better word choice that people will understand.” Put Yourself in the User’s Position SAY THIS: “I think users may be confused by the technical jargon in the first paragraph. I suggest simplifying those lines and removing the references to administrative tools they won’t be using directly.” Re-Read Before Sending It’s always a good idea to re-read your comments for clarity and tone before sending.

More Information Overview of Editorial Review Process Moving an Article from the IT to Public KB Authoring an Article in the Public KB

Session Review & Evaluation 9/3/2019 You should now be able to . . . Identify the most critical differences between KM 1.0 and KM 2.0 (related to workflow, roles, and public access to knowledge). Create and submit articles to the Public KB, utilizing article templates and the KB style guide. Peer review articles in the Public KB. Apply best practices and guidelines for editing articles in the Public KB. Thank everyone for coming Review objectives and check for final questions. Ask participants to complete session evaluation at link provided. Please open a browser and navigate to: http://bit.ly/2AalBh2 Using Box at Penn State- Powerpoint