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Knowledge Base
Knowledge Management
KM: Procedures
Procedure: KM / Add public-facing content to the KB
Procedure: KM / Add public-facing content to the KB
Tags
KM-2
Knowledge
SOP
Objective
To provide instruction on adding proactive, public-facing Knowledge content to the Knowledge Base (KB)
To provide links to templates typically used in a public-facing category:
Public-facing article
Request article
Guide/Directory article
Best Practice article
Notice/Redirect/Prompt article
User
Miami University IT Services
KB Contributor
KB Subject-matter Expert (SME) & Editor
KB Owner (Service Owner/Group Manager)
KB Publisher
Knowledge Management Process Owner
Environment
348532: Knowledge Base (KB)
56345: Knowledge Management (KM 2.0)
349513: Knowledge Base Team Drives
Procedure
In the client portal,
open the KB folder assigned to your group
In the folder, click the
+ New Article
button to open a new document
The
Category
field will be auto-populated with the name of the folder you selected
Leave the
Order
field set at
1
Do
not
check the
Pin Article
box
In the
Subject
field, enter the title of your article according to this format:
<Service, App, or Asset Name> / <Direct Action or Specific Issue>
In the editor tool bar, click the
Templates
option
From the drop-down, select the
USER Instructions
template
Your template will be automatically loaded into the editor window
Follow the
instructional text
under each header to complete each section
Write in complete thoughts, not complete sentences — this isn't a hi-tech tech paper
Use the appropriate level of direction for your public reader — imagine explaining a tech procedure to your mom
Number procedural steps
Label links descriptively, and include the correct hyperlink for each
Example:
Choose the right template for your KB article
Use proper names when referring to products, applications, etc —
check out our approved spelling list!
Do
not
use graphics or content attachments
Ask about the
Knowledge Base Team Drives
, where you can store inaccessible content and generate a limited-permissions link for your KB article
Do
not
use images or tables,
unless you know how to format to accessibility standards
Ask about the
Knowledge Base Team Drives
, where you can store inaccessible content and generate a limited-permissions link for your KB article
Leave
Summary
and
Tags
fields blank
Click the
Status
field and select
Submitted
from the drop-down to submit your article for review and publication in the KB
Select
Not Submitted
from the drop-down if you are not ready to submit your article for publication
DO NOT CHECK the
Published to KB
check box
Leave the
Next Review Date
field blank
In the
Owner
field, enter and select the name of your group manager or the asset service owner
Check the
Notify Owner on Feedback
box
Add the Asset ID of the asset that is associated with your article, as follows:
<Asset ID number>: <Title of Asset> at <URL of TDX asset record>
In the
Subject-matter Expert (or Adviser)
box, check the box next to your name
Save
!
Save
!
Save
!
Your saved and submitted draft will appear on my TDX report of drafts to be reviewed and prepped for publication
Notes
Viewing Permissions
Your article will be published according to the viewing permissions of the category selected; most are public-facing
If viewing permissions should be restricted to an internal group,
email the KBManager
before submitting your article for publication
What happens next? (Everything else you should know)
As your KBManager, it's my job to make sure that your content is readable, presentable, current, and properly curated until it is committed to the great archive in the ether
When you submit your article for publication, I'll:
Review format and content for accessibility, accuracy, clarity, completeness, grammar, placement, and permissions
Edit format and content, if necessary
Add internal-use artifacts, like reporting tags, an asset record, and a currency review date
Add related article links and back-link from associated service request forms, as needed
And when everything is copacetic, I'll publish your article to the KB
I'll also notify you of publication in the Slack channel
#kb_knowbodies
I will
not
research or write your article for you, and I will not harass you for missing information
Incomplete or inaccurate drafts will be returned to you with a detailed request for revision
Unsubmitted and unpublished drafts will be considered abandoned documents
and, after ample and direct notice, removed from the KB
Related Documents
Currency review of published Knowledge articles
Retire obsolete KB articles to archive
Consignment of abandoned or incomplete articles to the virtual round-file
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Print Article
Details
Article ID:
40849
Created
Mon 10/16/17 10:02 AM
Modified
Wed 9/18/24 3:22 PM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.
Related Articles (11)
(template) [Service/App/Asset Name] / Notice of Intent/Redirect/Prompt [Subject]
Standard: Template for use in documenting notice of intent, providing redirect page or return link, providing prompt to report outage
(template) Best Practice: [Service Name] / [Subject]
Standard: Template for use in documenting statement of best practice for organization, service, process, etc; high-level information and defined rules to ensure consistent practices and compliance
(template) Request: [Service/App/Asset Name] / [Action]
Standard: Template for use in documenting standardized service requests available to our public users
(template) USER Guide/Directory
Standard: Template for use in documenting general instructions, checklists, recommendations, directory of sources/links, rules
(template) USER Instructions
Standard: Template for use in documenting Knowledge to publish for our public users
KM Standard / Approved spelling list of names and terminology
Procedure: KM / Check the accessibility of an article
Procedure: KM / Retire a Knowledge article to archive
Procedure: KM / Review currency of published KB content
Support Guide: KM / KB templates
Training: KM / Create and maintain Knowledge content
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Press Alt + 0 within the editor to access accessibility instructions, or press Alt + F10 to access the menu.
Check out this article I found in the IT knowledge base.<br /><br /><a href="https://miamioh.teamdynamix.com/TDClient/1813/Portal/KB/ArticleDet?ID=40849">https://miamioh.teamdynamix.com/TDClient/1813/Portal/KB/ArticleDet?ID=40849</a><br /><br />Procedure: KM / Add public-facing content to the KB