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Knowledge Management ver. 2.0

Presented by Jon Wright, Manager ResNet Services

A bit about myself and Purdue…• 38,712 student enrollment (West Laff.)• 69,098 system wide enrollment• ~11,300 ResNet subscribers• ~ 95% Windows users• ResNet Desk staffed by ~30 students

The background info

Responsibilities

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PURDUEUNIVERSITY RESIDENCE

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Objectives for today

Discuss the thought process of redesigning your Knowledge Base

Share some of the issues that were encountered along the way

Demonstration of key components and functionality

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Knowledge Management

Our situation…

Our current solution…

Our task…

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Overview

Old KB vs. new KB

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•What was wrong with the old KB?

•What items/functionality did we want to keep?

•How could we benefit other groups/departments?

Old Knowledge Base

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New Knowledge Base

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How did we get there?

Continual meeting of the minds Feature requests keep on coming Deliverables, test accounts

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New ideas

Concept of roles, services, owners, and groups

KB user accounts have associated service memberships and groups

Role development helps in providing parent/child group permissions

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Image management

Images stored internally on server Uploaded to KB, categorized Image must be approved before

use

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Maintaining the Knowledge

Article reviewing policy Constant ongoing process Can’t set it and forget it.

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Some Stats

Demonstration

Conclusion

Revising KB requires planning In our case, total costs were low Continually improve content and

features Promote and gather support

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Questions

Questions?Links:

ResNet KB http://kb.resnet.purdue.edu ITaP KB http://help.itap.purdue.edu

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Contact info/evaluations

Contact info:jdwright@purdue.edu

Evaluate me and this presentation at:www.resnetsymposium.org/resnet2007

Thanks to:Thomas Bunton, Paula Mezo, Matthew Rogers,

Ty Shuff, and Aaron Capriglione

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