Content vs knowledge
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This is the PowerPoint slides from a workshop I did to the Higher Education User Group conference on the Gold Coast in early November 2014. There is a further Word document associated with this PowerPoint which is an agenda for a bi-weekly content / knowledge review meeting.
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Content vs knowledge
- 1. CONTENT VS KNOWLEDGE MARK KEHOE KEHOE CONSULTING
- 2. CONTENT VS KNOWLEDGE Agenda Who am I? Who are you? Why are we here? What are we going to do? What do I need? What will I get from this?
- 3. CONTENT VS KNOWLEDGE Agenda Introductions Discussion on content vs. knowledge Analysis and examples Workshop – How to hold a content review Workshop – Understanding analytics Any questions
- 4. WHAT IS THE DIFFERENCE BETWEEN CONTENT AND KNOWLEDGE? Content is the cake Knowledge is how to bake the cake Clarification: Content is organic growth Clarification: Knowledge is absolute truth Who is content for and who is knowledge for?
- 5. ANALYSIS AND EXAMPLES Evolutionary Prescribed journey; strong navigation Structured and ordered, extensive metadata Typically has strong governance Version control, revision control and archiving Extensive publication process with workflow Role-based delivery
- 6. DEFINING KNOWLEDGE Empirical Bite Sized Discovered; highly searchable Collective experiences Event-based delivery
- 7. THE INFORMATION LIFECYCLE How does content compare to knowledge? Focus on Knowledgebase: Don’t be afraid to remove articles that aren’t relevant Prepare for change Using announcements effectively
- 8. MIXED CONTENT AND KNOWLEDGE The academic calendar Content will show the academic calendar for each year Knowledge will have a narrative about the academic year with a link to the calendar Other examples; census dates, graduation
- 9. FOCUS ON THE KNOWLEDGEBASE Understanding the results Remove the emotive Look for insights Don’t be all things to all people Know your audience
- 10. FOCUS ON THE KNOWLEDGEBASE Growing the knowledgebase How much content? How long should an answer be? How do people consume the knowledge? What writing standards should I have? Segmentation; interface, categories, products Advanced segmentation; access levels
- 11. FOCUS ON THE KNOWLEDGEBASE Providing the right answer Place at top, fix at top, historical usefulness Search priority words Parent and child answers Figuring out what’s useful and what’s not How to use guided assistance
- 12. WORKSHOP: CONTENT REVIEW Suggestions on planning your changes
- 13. WORKSHOP: KNOWLEDGEBASE Inside Oracle Service Cloud Reports
- 14. ANY QUESTIONS?
- 15. CONTENT VS KNOWLEDGE MARK KEHOE KEHOE CONSULTING M: 0487 335311 E: MARK.KEHOE@OUTLOOK.COM T: @MUDDYRIDER67 L: HTTP://AU.LINKEDIN.COM/IN/KEHOEMARK
Editor's Notes
- “I would like to show my respect and acknowledge the traditional custodians of this land, of elders past and present on which this event takes place”
- Name, where you are from, where you work and one interesting fact about your knowledgebase Who are knowledge managers or content and knowledge managers? How many people are both knowledgebase and content authors? Why – We want to learn how the knowledgebase (FAQs) and content management system (Website) can work together, and where do we need to apply our resources to best help the student
- Potentially we stop for a horse race! Discussion is an open forum, I’m looking for debate Analysis will be around the knowledgebase but in the real world this will include the content management system (website) too Workshop - The content review we’re going to do together based on some examples from USC, UNE and La Trobe Workshop – Understanding analytics is your opportunity to gain an understanding into your KB reports
- Content is king in both the CMS and the KB The CMS (web site) is the cake (the University shop window), the KB (FAQs) is how to bake the cake (the ingredients). Both need each other, and one cannot exist without the other. Both offer a unique experience – more of which comes later. Two interfaces, describe how each should be designed. Discuss post-graduate, research, international and where SmartAssistant should be used.
- Content evolves over time, with each iteration tracked. For example, University history is constantly being added to. Updates and version control Centrally controlled; brand awareness; marketing-focused, ask who controls the website? Where do they see the knowledgebase? What are the links to and from?
- Absolute, give example of where one piece of knowledge has replaced another Social value phenomenon, others who viewed this answer also viewed
- Two slides on this KB: Rapid change, no restrictions or limitations, highly responsive, dynamic, sensitivities to statistics CM: Emphasis on design, visual engagement, compelling interface and emotional connection, non-relational Orientation week, census date http://www.une.edu.au/study/fees/student-fees http://study.une.edu.au/app/answers/detail/a_id/372
- Do you keep last years census dates in the KB? No, it gets replaced. Points to landing page Student ID cards Single source of truth Engagement tool for future students
- Get a few examples of where categories are working and where they aren’t. Compare browsers to searchers. Show Melbourne University, La Trobe University and others (less successful) use of browsing. Answer length vs. visit length
- Examples of fix at top for both current and future students. Using search priority words. Answers within answers. Hiding phone numbers and email addresses. Out of step – check the answer links, adding tags to keywords (inlink / outlink) for searching. Chat gives absolute resolution – should be considered by everyone.
- Switch to Word Document
- Knowledgebase reports