RE: Knowledge Base Software Tools

Subject: RE: Knowledge Base Software Tools
From: "Jelus, Susan C." <susan -dot- jelus -at- thermofisher -dot- com>
To: Daniel Friedman <daniel -dot- friedman42 -at- gmail -dot- com>
Date: Tue, 24 Nov 2015 20:35:40 +0000

Thanks, Daniel. We would need to moderate it. My hope is that we could use this to create content and capture common questions/problems. In the end we will produce something (without a TON of effort) that addresses commonly-encountered problems and questions.

From: Daniel Friedman [mailto:daniel -dot- friedman42 -at- gmail -dot- com]
Sent: Tuesday, November 24, 2015 1:19 PM
To: Jelus, Susan C.
Cc: TechWR-L
Subject: Re: Knowledge Base Software Tools

You seem to be describing a forum rather than a knowledge base. Knowledge bases tend to be more for companies to post answers to FAQs or documentation to customers, so they tend to be more centrally managed. Whereas forums allow posting by customers as well as internal resources. Forums can be a good resource for users to find help (speaking from personal experience as a user, never having worked at a company with a forum). However, any forum would have a high overhead of moderation to ensure that people are not posting inappropriate stuff, spam, or stuff that just trashes your company.

On Tue, Nov 24, 2015 at 2:40 PM, Jelus, Susan C. <susan -dot- jelus -at- thermofisher -dot- com<mailto:susan -dot- jelus -at- thermofisher -dot- com>> wrote:
Hi everyone.

I'm trying to encourage my company to establish a "knowledge base" that could be used as a help system to answer customer (and internal) technical questions. Ideally, anyone could enter a question and a response, including tech support, tech writers, engineers, and customers. We would include a check/approval step before it is published.

Do any of you have experience with this type of system? What tools do you use to produce/check/compile it? Any other random thoughts about this? We're NOT in the business of developing software, and so don't produce html help or anything like that. It would be freestanding, probably available through the corporate website.

Thanks for your help.

Susan Jelus
Logan, Utah
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Daniel Friedman
friedmantechpublications.com<http://friedmantechpublications.com>
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References:
FM (2015) text insets - no track text edits when imported...: From: Monique Semp
Re: FM (2015) text insets - no track text edits when imported...: From: Laura Phillips
Knowledge Base Software Tools: From: Jelus, Susan C.
Re: Knowledge Base Software Tools: From: Daniel Friedman

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