1. Instructor: Kurt Baker
9/3/2019
WELCOME!
What’s New in Knowledge Management (for Contributors to the Public KB)
Instructor: Kurt Baker
Welcome to the session!
Penn State IT
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2. 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.

3. 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.

4. Public KB Workflow

5. 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.

6. 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.”

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

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

9. Conducting Peer Review
Demonstration
Conducting Peer Review

10. 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.

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

12. 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.
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