Support Guide: KM / KB templates

Purpose

• The Knowledge Management process employs standard article templates that provide consistent structure (organization), predefined content (guidance), and format (appearance) for concise, professional documentation
• The process also allows the creation and publication of content-specific templates, as required by subject-matter experts for non-standard documentation

User

• Miami University IT Services
  • KB Contributor
  • KB Subject-matter Expert (SME) + Editor
• Knowledge Management Process Owner

Environment

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

Guidelines

• Two types of article templates are used: standard and content-specific 
  • All article templates follow WCAG 2.0 accessibility guidelines
  • All article templates are produced in WYSIWYG and HTML versions

Standard templates

• Standard templates are adequate for most articles
• The following standard article templates are available in the editor tool under the Templates drop-down menu:
   
  • Use the USER Instruction article template to document: 
    • user instructions for our public users
       
  • Use the Request article template to document:
    • form links and instructions for standardized service requests available to our public users
       
  • Use the Fulfillment article (service request / standard change) template to document:
    • standard/normal operating procedure supporting a service request form or standard change ticket
       
  • Use the Procedure article (application) template to document:
    • analytical procedure (e.g., troubleshooting script)
    • maintenance procedure (e.g., work-around, corrective/preventive requirements, known-error)
    • standard/normal operating procedure (e.g., specific routine tasks)
    • technical procedure: (e.g., service implementation)
       
  • Use the Best Practice article template to document: 
    • statement of best practices for an organization, service, process, etc.
    • high-level information and rules for consistent practices and compliance 
       
  • Use the USER Guide / Directory article template to document: 
    • introduction and general overview of a new product or service
    • directory of sources or links
    • advice on how to act in a given situation (e.g., scripts for dialog with an angry user)
    • recommended, but non-mandatory controls (e.g., recommendations, suggested practices)
    • established expectations (e.g., rules for interacting with co-workers)
    • checklists

Content-specific templates

• Subject-matter experts may draft and submit content-specific templates for non-standard documentation
  • Follow these instructions to create a content-specific template

Notes templates

• For consistency in content, KM offers formatted Notes templates for use in KB articles about third-party apps — all-things Google, Apple, Microsoft, Canvas, and Zoom — and client offices, like Miami Online and MiTech Computer Services
• To add one of these Notes templates to your article, follow these instructions:
  1. When you reach the bottom of your draft, hit Return twice to clear your format option
  2. Click the Templates option in the editor tool bar and select (add Notes to <app> article) from the Formatted Notes section
  3. This will add correctly spaced and formatted service and help links to your article.

• Have a suggestion for a specific formatted Notes template? Contact KM at KBManager@MiamiOH.edu