TechWhirl (TECHWR-L) is a resource for technical writing and technical communications professionals of all experience levels and in all industries to share their experiences and acquire information.
For two decades, technical communicators have turned to TechWhirl to ask and answer questions about the always-changing world of technical communications, such as tools, skills, career paths, methodologies, and emerging industries. The TechWhirl Archives and magazine, created for, by and about technical writers, offer a wealth of knowledge to everyone with an interest in any aspect of technical communications.
About five people or so. They want me to create new items, edit the stuff that's already there, and think about how best to organize it.
-----Original Message-----
From: robert -dot- lauriston -at- gmail -dot- com [mailto:robert -dot- lauriston -at- gmail -dot- com] On Behalf Of Robert Lauriston
Sent: Friday, November 01, 2013 12:55 PM
To: Cardimon, Craig; TECHWR-L (techwr-l -at- lists -dot- techwr-l -dot- com)
Subject: Re: Organizing a Knowledge Base
You have a help desk crew using that same tool? If so, how many people?
On Fri, Nov 1, 2013 at 9:43 AM, Cardimon, Craig <ccardimon -at- m-s-g -dot- com> wrote:
> It's called "FreshDesk."
>
> -----Original Message-----
> From: robert -dot- lauriston -at- gmail -dot- com [mailto:robert -dot- lauriston -at- gmail -dot- com] On Behalf Of Robert Lauriston
> Sent: Friday, November 01, 2013 12:41 PM
> To: Cardimon, Craig; TECHWR-L (techwr-l -at- lists -dot- techwr-l -dot- com)
> Subject: Re: Organizing a Knowledge Base
>
> What software are you using?
>
> On Fri, Nov 1, 2013 at 8:54 AM, Cardimon, Craig <ccardimon -at- m-s-g -dot- com> wrote:
>> The KB software is already in place. I'm the cleanup crew.
>>
>> -----Original Message-----
>> From: robert -dot- lauriston -at- gmail -dot- com [mailto:robert -dot- lauriston -at- gmail -dot- com] On Behalf Of Robert Lauriston
>> Sent: Friday, November 01, 2013 11:54 AM
>> To: Cardimon, Craig; TECHWR-L (techwr-l -at- lists -dot- techwr-l -dot- com)
>> Subject: Re: Organizing a Knowledge Base
>>
>> Do you need to choose the KB software or is that already in place?
>>
>> A typical structure is:
>>
>> - problem statement
>> - solution(s)
>> - links to related articles and other resources
>>
>> A knowledge base is by definition unorganized.
>>
>> A KB is similar to a blog in that each article stands alone. It's similar to a wiki (especially a flat wiki without a navigation tree, such as MediaWiki) and SEO in that tagging / keywords can be important in helping users find the right information.
>>
>> On Fri, Nov 1, 2013 at 4:50 AM, Cardimon, Craig <ccardimon -at- m-s-g -dot- com> wrote:
>>> I have been asked to help with organizing/writing topics in a knowledge base.
>>>
>>> I'm enthusiastic, but I haven't done this kind of thing before.
>>>
>>> Where can I go to study up how to put together a KB?
>> Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient of this email, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please immediately notify the sender by telephone or email reply.
> Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient of this email, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please immediately notify the sender by telephone or email reply.
Information contained in this e-mail transmission is privileged and confidential. If you are not the intended recipient of this email, do not read, distribute or reproduce this transmission (including any attachments). If you have received this e-mail in error, please immediately notify the sender by telephone or email reply.
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
New! Doc-to-Help 2013 features the industry's first HTML5 editor for authoring.
