Your best bet for discovering these missing gaps is by asking your employees on the front lines for feedback. What content is missing from your knowledge base? Are there any gaps in the help guides you provide? Is a process unclear how it is currently written? But now that you are the Knowledge Champion, it’s you who are going to do something about it. Maybe they are making mistakes, not doing a procedure they need to, or just feeling confused about what to do.Īnybody can spot those gaps. Third, you’ll begin observing when employees are struggling to do something. You will add new products, switch to new technologies, and have other changes that make the original content you wrote in your knowledge base articles incomplete. Your company is always changing and your procedures will likely get outdated pretty often. Second, you’ll find that over time, the articles you do have are inaccurate. While you have a collection of base articles, those articles likely don’t cover ALL the processes your company handles. Here are 6 tasks you should repeat to keep your knowledge base healthy.Īfter you have launched your ScreenSteps site, you’ll come across at least three different situations.įirst, you’ll begin noticing gaps in your content. So, to help you get started with your new role, below I’ve summarized the day-to-day responsibilities of a Knowledge Champion in a succinct routine, known as the Cycle of a Knowledge Champion. But after we worked together, they settled into their role and were doing amazing things for their company. In the beginning, they too felt a bit overwhelmed, didn’t know what to expect, and weren’t quite sure what to do. As Customer Care Advocate at ScreenSteps, I’ve worked with hundreds of employees stepping in to fill the shoes of a Knowledge Champion. If they need to know the steps for doing procedure X or the policy about process Y or information about system Z, you make sure they have it. What is a Knowledge Champion?įirst off, I should probably give you a quick explanation of what a knowledge champion is.īasically, you help your company by making sure employees have the knowledge they need to do their job excellently. So, we took it upon ourselves to help you out by outlining the process you can follow to be an awesome Knowledge Champion. They just said, “You’re now in charge of ScreenSteps. #Screensteps how to#Nobody in your company wrote a rulebook on how to be a Knowledge Champion. This role has never existed before in your company. How are you going to write all of that content? How are you going to keep it up to date? How are you going to gather and organize everything? It’s exciting to lead out on this new role! But, unfortunately, it all adds up to one thing - you feel like you have a lot on your plate and it’s a bit overwhelming. You may not have heard of that title before, or realized that’s what you were told to do, but that’s the role that you are now taking on. You’re the Lewis and Clark set out on a new frontier. You’re the pioneer of ScreenSteps for your company.
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