Best Practice: KM / Review currency of published Knowledge articles

Body

Statement of Best Practice

  • The Knowledge Management process incorporates a regular 12-month audit and review cycle to ensure that our published Knowledge Base (KB) content is current and relevant, and informs internal and external users
  • The assignment of procedures of unpublished or abandoned articles is intended to prompt (a) the completion and publication of valid proactive content, or (b) the elimination of redundant, incomplete, or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

Contact

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 on-boarding time

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 currency of related KB articles
  • Subject-matter Expert, an acknowledged authority who has particular knowledge on a subject, is responsible for review and update of content 
  • Project Group

Responsibilities

  • Knowledge Management practice owner issues monthly reports of content due for review by the Service Owner or Group Manager 
  • Service Owner or Group Manager executes or delegates currency review to those responsible and is accountable for the completion of the task
    • Assigns currency review to the group's Subject-matter Expert(s), if the person in this role lacks the technical knowledge to evaluate content
    • 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

Related Links, Reports, and Documents

 

Details

Details

Article ID: 24943
Created
Wed 2/15/17 1:19 PM
Modified
Thu 1/30/25 11:41 AM
Can you resolve this issue yourself?
Yes! This is self-service with a smile.