Samples
Knowledge Engineering and Knowledge Management Discipline
We all have to start somewhere including self-service content. For a lot of companies, the journey to self-service content starts from within and grows to benefit larger audiences. But content development is much more than just drafting what you know and publishing it for the masses. Developing content, like any other project, requires planning, setting milestones, envisioning a future that doesn't yet exist and a path to get there. That's where a Knowledge Management Methodology comes in.
Did you know!?
​
Companies who implement successful knowledge management methodologies start to see improvements in customer experience, service goals, and resolution times. Other benefits include product improvements, skill and company growth, even enabling AI and analytics for improved discovery and self-service.
Self-Service Content Development and Knowledge Base Design
Companies rely on well-crafted, data-driven support content as a foundation for providing their customers with self-service options beyond submitting tickets or escalating issues. Knowing how this information is discovered, presented, and used is key to fostering a better customer experience.
Click the image to navigate to content I authored for Outreach's self-service library and note the organization and ease of navigation.
With over 20 years of professional experience, it should come as no surprise I've authored a variety of content. Get in touch for more information!
