Knowledge-Centered Support

Slide 1: Knowledge-Centered Support Kelly Drahzal July 16, 2008

Slide 2: http://www.flickr.com/photos/kacey/1392172498

Slide 3: There are lots of questions Clients have lots of questions http://www.flickr.com/photos/ben-sci/413986774

Slide 4: Q: Animalsquick 3-letter names with quiz… A I have a http://www.flickr.com/photos/-bast-/349497988

Slide 5: You can answer it this way… http://www.flickr.com/photos/tylerdurden/529028040/

Slide 6: There are lots of questions But they will ask again. And again. http://www.flickr.com/photos/ben-sci/413986774

Slide 7: Or you can… Tech Note #4875892 Animals w/ 3 Letter Names Cat Rat Dog Create knowledge http://www.flickr.com/photos/playingwithpsp/2546732439

Slide 8: Reuse/Update Knowledge Tech Note #4875892 Animals w/ 3 Letter Names Cat Rat Dog Ant Doe Bee Elk http://www.flickr.com/photos/playingwithpsp/2546732439

Slide 9: And again… Tech Note #4875892 Animals w/ 3 Letter Names Tech Note #4875892 Tech Note #4875892 Animals w/ 3 Letter Names Animals w/ 3 Letter Names Cat Cat Rat Rat Dog Ant Cat Dog Ant Ewe Rat Doe Cub Dog Bee Fly Ant Elk Doe Gnu Bee Ape Elk Creation Update Update http://www.flickr.com/photos/playingwithpsp/2546732439

Slide 10: This is only part of our job This is only part of our job http://www.flickr.com/photos/tylerdurden/529028040

Slide 11: We can answer questions one at a time… How do Do X I…? Can you help me…? Where How do do I…? I…? My x doesn’t work… Where is…?

Slide 12: …over and over again… How do Do X I…? Can you help me…? Where How do do I…? I…? My x doesn’t work… Where is…?

Slide 13: Or we can answer them once… Can you help me…? How do I…? How do answers I…? Where is…? Where do I..? …and reuse the answers….

Slide 14: We are RCS

Slide 15: We DO RCS • Resolve problems • Create solutions • Share knowledge

Slide 16: Without sharing knowledge, all we’re doing is this… • Resolve problems • Create solutions • Share knowledge

Slide 17: …over and over again… http://www.iwantoneofthose.com/new-arrivals/usb-hamster-wheel/index.html

Slide 18: Don’t Be a Hamster http://www.flickr.com/photos/annia316/247816310/

Slide 19: (Shared) Knowledge is Power http://www.flickr.com/photos/loty/326761635/

Slide 20: Knowledge-Centered Support Kelly Drahzal July 16, 2008

Slide 21: Photo credits •http://www.flickr.com/photos/tylerdurden/529028040/ •http://www.flickr.com/photos/kacey/1392172498/ •http://www.flickr.com/photos/ben-sci/413986774 •http://www.flickr.com/photos/playingwithpsp/2546732439/ •http://www.flickr.com/photos/loty/326761635/ •http://www.flickr.com/photos/-bast-/349497988/ •http://www.iwantoneofthose.com/new-arrivals/usb-hamster-wheel/index.html •http://www.flickr.com/photos/annia316/247816310/