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Knowledge Management ver. 2.0

Presented by Jon Wright, Manager ResNet Services

A bit about myself and Purdue…

• 38,712 student enrollment (West Laff.)

• 69,098 system wide enrollment

• ~11,300 ResNet subscribers

• ~ 95% Windows users

• ResNet Desk staffed by ~30 students

The background info

Responsibilities

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PURDUE

UNIVERSITY

RESIDENCES

Objectives for today

Discuss the thought process of redesigning your Knowledge Base

Share some of the issues that were encountered along the way

Demonstration of key components and functionality

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Knowledge Management

Our situation…

Our current solution…

Our task…

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Overview

Old KB vs. new KB

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•What was wrong with the old KB?

•What items/functionality did we want to keep?

•How could we benefit other groups/departments?

Old Knowledge Base

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New Knowledge Base

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How did we get there?

Continual meeting of the minds

Feature requests keep on coming

Deliverables, test accounts

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New ideas

Concept of roles, services, owners, and groups

KB user accounts have associated service memberships and groups

Role development helps in providing parent/child group permissions

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Image management

Images stored internally on server

Uploaded to KB, categorized

Image must be approved before use

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Maintaining the Knowledge

Article reviewing policy

Constant ongoing process

Can’t set it and forget it.

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Some Stats

Demonstration

Conclusion

Revising KB requires planning

In our case, total costs were low

Continually improve content and features

Promote and gather support

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Questions

Questions?

Links:

ResNet KB http://kb.resnet.purdue.edu

ITaP KB http://help.itap.purdue.edu

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Contact info/evaluations

Contact info:

jdwright@purdue.edu

Evaluate me and this presentation at:

www.resnetsymposium.org/resnet2007

Thanks to:

Thomas Bunton, Paula Mezo, Matthew Rogers,

Ty Shuff, and Aaron Capriglione

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