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ASPonline.com
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> Knowledge Management |
Knowledge Management
REPORTS
Managing Support Forums
(2004)
How to develop an effective self-service support forum where
users contribute most of the solutions.
EXPERTS
 Indicates
complimentary Open House hours
David Kay,
principal, DB Kay & Associates
Greg Oxton,
executive director, Consortium for Service Innovation
Ann Rockley,
principal, The Rockley Group
Françoise
Tourniaire, principal, FT Works
Phil
Verghis, President, The Verghis Group
LIBRARY
Putting
the A in the FAQs
(Leslie O'Flahavan & Marilynne Rudick)
Tips on creating better FAQ sections.
How
to Create a FAQ Page Your Customers Will Love
(Rahel Anne Bailie)
Hint: The FAQ page should be more than a dumping ground for
miscellaneous stuff.
Managing Enterprise
Content (Ann Rockley)
A clear, comprehensive guide for integrating the work of
multiple authors for multiple audiences.
Knowledge Management White
Paper (eGain)
An insightful white paper about knowledge management and
customer interaction.
Why Aren't Users Reading the
Manual? (Tanja Rosteck)
Don't assume users are lazy or dumb, says a documentation
expert.
FORUM POSTINGS
Rich Media ROI?
"Does rich media—specifically, video how-to clips—really
help resolve support issues? We're thinking about adding video to
our knowledgebase, but it's so expensive that we want to be sure
there's a positive ROI before we go ahead. Feedback, please."
Tech note best practices
"We get a lot of complaints that our tech notes are 'too technical'
(they were written for our support engineers, not for end users).
Are there best practices for writing tech notes we could adopt?"
Capturing outsourcer knowledge?
"We have a very talented outsourcing team, but I've just realized
that whenever they solve a tough problem the solution should be
added to our knowledgebase. How can we make this happen? I don't
want to pay them to write tech notes that duplicate what we
already have."
Wiki format for knowledgebase?
"We're thinking about adopting a Wiki format (collaborative
knowledgebase) for our Web support content. Has anyone
tried this approach or can offer advice?"
USEFUL LINKS
[Under construction—recommendations welcome]
The Content Wrangler,
Indianapolis, IN 46220; 317/466-1840.
Web: www.thecontentwrangler.com.
Resources and news for technical communicators.
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Collective Wisdom: Transforming Support with
Knowledge
Françoise Tourniaire and David Kay
Click image for details.
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Information Architecture for the World Wide Web
Louis Rosenfeld and Peter Morville
Click image for details.
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