Best Practice: KM / Curate published Knowledge content

Statement of Best Practice

The Knowledge Management practice incorporates a regular practice in which content and categories are curated to ensure that our Knowledge Base (KB) content can be efficiently searched and consumed by our users and support teams. The review and curation of published content is intended to (a) simplify search results, (b) combine similar content, (c) promote special request and fulfillment articles, and (d) reduce the number of duplicate articles.

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Reason for Best Practice

  • To provide our external self-service users with current and valid Knowledge content that is comprehensive and accessible     
  • To provide our support teams with the information they need to solve repeat user-issues in less time
  • To provide our internal users with current and valid Knowledge content on group- and organizational-level processes, standards, procedures, and management tasks to continuously improve services     
    • To reduce or eliminate the time spent in rediscovering or recreating group or organizational Knowledge
    • To reduce time and effort spent in on-boarding new staff members

Entities Affected by Practice

  • Knowledge Management practice owner is responsible and accountable for the curation of KB content    
  • Subject-matter Expert, an acknowledged authority who has particular knowledge of a subject, is responsible for article assessment and subsequent completion or elimination of content 

Responsibilities

  • Knowledge Management practice owner
    • Curates — identifies, examines, organizes, and optimizes — the most relevant KB content in relation to a specific subject matter. The review and curation of published content is intended to (a) simplify search results, (b) combine similar content, (c) promote special request and fulfillment articles, and (d) reduce the number of duplicate articles. Content is then shared in a way which makes the information easy to discover and of maximum benefit to end-users and support teams
      • Anyone involved in this process is described as a content curator
  • Subject-matter Expert maintains the accuracy and currency of a group's articles     
    • Executes article assessment and (a) completes content and approves article for publication, or (b) rejects content for elimination or archive, according to the procedures listed below under Related Documents and Tools  

Related Assets, Links, Reports, and Procedures 

 

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