Best Practice: KM / Review unpublished drafts or abandoned articles

Statement of Best Practice

  • Our Knowledge Management practice incorporates regular audit and review cycles to ensure that our Knowledge Base (KB) content is current and relevant, and informs internal and external users
  • The review and assessment of unpublished drafts or abandoned articles is intended to prompt (a) the completion and publication of valid proactive content, or (b) the elimination of redundant, incomplete, or irrelevant content

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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 practices, 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 on-boarding 

Entities Affected by Best Practice

  • Knowledge Management practice owner is responsible for maintaining the currency of KB content
  • Service Owner or Group Manager is accountable for the user experience and the assessment of unpublished or abandoned KB articles
  • Subject-matter Expert, an acknowledged authority who has particular knowledge, is responsible for article assessment and subsequent completion or elimination of content 

Responsibilities

  • Knowledge Management practice owner issues reports of unpublished or abandoned articles due for assessment by the Service Owner or Group Manager 
  • Service Owner or Group Manager executes or delegates assessment to those responsible and is accountable for the completion of the task
    • If the person in this role lacks the technical knowledge to evaluate content, assigns assessment to the group's Subject-matter Expert(s) 
    • Executes article assessment and (a) completes content and approves article for publication, or (b) rejects content for elimination, according to the procedure listed below under Related Documents and Tools
  • 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, according to the procedure listed below under Related Documents and Tools

Related Assets, Links, Reports, and Procedures 

 

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