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Knowledge management strategies; does your company have any?

 

As your company’s technology rapidly grows and develops and there isn’t a strategy in place to capture and communicate that knowledge, you may find that you’re experiencing…

  • frustration in working with out-dated or incomplete technical information or worse yet, not finding documentation at all. Up-dating information becomes a nightmare with a multitude of formats and versions, each targeted to specific audiences; how do you keep track?

  • documentation that doesn’t follow a style guide and isn’t brand consistent; it may be detrimental to sales due to poor presentation, complexity and redundancy. Or you’ve entered into a global market and require multiple translations.

  • a search for ways to reduce the number of logs and stress on your Help desk staff. Are they spending time solving repetative tier one problems? And then creating end-user solutions that get filed away, sometimes never to be shared again.

  • a newly implemented budget for developing e-learning and now you’re requiring mobile-learning; what’s the difference and how is it managed?

  • a lack of metrics as you don’t have any idea of how customers are using or not using your documentation; a measurement valuable to Research and Development and Marketing.

  • the demand for a better online experience for your customers; moving to Web 2.0 but need a searchable knowledge base, fresh and relevant communication and a wikki to capture customer ideas.

A successful content strategy takes planning and involves building information architecture and highly structured writing. By capturing knowledge, tying it together as topics and tagged content units or building blocks and publishing it from a single-source using an Extensible Markup Language (XML), knowledge can be built only once and then repurposed for multiple uses.

The XML separates content from its presentation layer and is platform neutral. When multiple deliverables are produced that share some of the same content, single-sourcing can reduce the resources in time required to produce them. The real efficiency is that when it’s time to edit and update the deliverables, all of the changes can be made to a single document.

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