Procedure: KM / Add public-facing content to the KB

Objective

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

  • 55923: Knowledge Management Process
  • 348532: Knowledge Base (KB)
  • 56345: Knowledge Management (KM 2.0)
  • 349513: Knowledge Base Team Drives

Procedure

  1. In the client portal, open the KB folder assigned to your group 
  2. In the folder, click the + New Article button to open a new document
  3. The Category field will be auto-populated with the name of the folder you selected
  4. Leave the Order field set at 1
    • Do not check the Pin Article box
  5. In the Subject field, enter the title of your article according to this format:
    • <Service, App, or Asset Name> / <Direct Action or Specific Issue>
  6. In the editor tool bar, click the Templates option
  7. From the drop-down, select the Public-facing article template
    • Your template will be automatically loaded into the editor window
  8. 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
    • 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
  9. Leave Summary and Tags fields blank 
  10. 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
  11. DO NOT CHECK the Published to KB check box
  12. Leave the Next Review Date field blank
  13. In the Owner field, enter and select the name of your group manager or the asset service owner
  14. Check the Notify Owner on Feedback box
  15. Add the Asset ID of the asset that is associated with your article, as follows:
    • <Asset ID number>: <Title of Asset>
    • <URL of TDX asset record>
  16. In the Subject-matter Expert (or Adviser) box, check the box next to your name
  17. SaveSaveSave!
    • 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

 

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