Crafting Self-Help Websites
Design & Troubleshooting Guide
Our training, intranet, extranet and support knowledgebases exist to deliver game-changing ROI as customers, partners and staff discover timely solutions to vexing problems. When we’re successful, users swarm the site(s) expecting to find answers and are gobsmacked when they don’t.
Conversely, flat demand signals failure. Whether it is a lack of useful content or treasure buried beneath clunky navigation, our audiences are getting their answers elsewhere which is both wasteful and risky.
Effective knowledge sharing requires us to have an enterprise content strategy reflecting that — in addition to our goods and services — we are in the business of publishing.
These 12 problem-solving articles offer practical insights and proven solutions to thorny problems that undermine the success of online knowledge sharing.
Support The Experts
Why are our experts balking at documenting their insights?
Overcome The Curse of Elegance
The better we do our job, the easier it looks…
Build Problem-Solving Toolkits
When facing a time-critical problem, nothing beats finding a collection (toolkit) of useful resources curated by an expert to be of use to someone like me.
Produce Timely Content For Actual Customers
It’s unwise to invest more talent and energy preparing marketing content (and executive briefs) than preparing for customer (and staff) support.
Mitigate The Risks of Online Publishing
Our credibility is tied to our online content. Risks are mitigated by operationally committing to resourcing, accountability and quality control.
Enact An Enterprise Content Strategy Targeting All of Our Audiences
Follow the key principles of publishing to implement best practices.
Move Quickly From Strategy to Operational Planning
It’s wise to engage those who will do the work to help draft the plan. This article includes an exercise to jump-start the operational planning process.
Aligning the Expectations of Decision-Makers
How to ensure leaders hear and understand important nuance and caveats.
Leverage the Support Team
A user engaging the support center may be a symptom of deficient self-help resources we can quickly identify and fix for all users.
Use Advanced Tagging to Label Content for Discovery
How to combine the flexibility of tags with the utility of controlled vocabularies to offer a rich browsing experience.
Best Practices for Acquiring Content
Avoid costly mistakes when acquiring and integrating content produced by others.
Think Like a Librarian
Librarians focus on the nature of the resources and the needs of the users and refine their approach over time.