Onboarding Groups and Applications
- What is the strategy for the content?
- Your platform needs to offer mechanisms for content migration AND crawling. Some organizational knowledge is where it should reside and crawling it will allow you to surface that knowledge without moving it. Migration requires an easy-to-use tool and a clear set of expectations and instructions for teams that want to have their content migrated, thus minimizing your involvement in the process.
- How will you support/change their current processes?
- Discovery and capture may be a broad description of what any team should have knowledge processes around. However, the specifics of what the captured data looks like, where it is surfaced, and the entire mindset around what constitutes good content may vary greatly. Do these differences matter? What taxonomic alignment is needed, or is reasonable to enable the best possible discovery? You will need to have a clear set of guidelines, recommendations, and expectations that address these questions. Moreover, your platform will need a technical way to address taxonomic needs of on-boarded groups. This can be as simple as finding a suitable match (Product, Platform, Version) or significant design time to integrate disparate taxonomies.
- How do you educate the new group’s management and individual contributors about obtaining the most from your platform?
- There is a marketing aspect to the success of your program, and the easier it is to learn about your platform’s existence and offerings; the easier it is to sell their management on moving to your platform. Additionally, training materials for all of your recommended knowledge roles, as well as, training modules that on-boarded groups can easily modify and integrate into their own required training materials will be needed.
- What additional applications will require knowledge integration?
- More on this in the next section.
- Make it easier for you to swap your knowledge tool out in the future (or a system that is integrated to it)
- Enable you to follow your coding practices
- Bundle what the tool sees as multiple requests into what integrating systems would want to see as a single request. For example: System X wants search results for a particular context and question, but in your platform this translates to resolving the context for a meaningful set of taxonomic values prior to performing the search
- A well-defined process for resolving defects as well as scheduling enhancements
- Good communication lines with the business owners to keep up with expected changes on how the platform will be used
- Knowing how to monitor system health
- Having a clear process and trigger for scaling
From a business perspective, maintenance means having feedback loops that are actively being monitored and acted upon.
At the business unit level feedback loops around content and discovery quality are required. Your platform must offer a mechanism for capturing this feedback, acting upon it, and letting the person that left the feedback know what happened. There will also be desired actions coming out of this feedback that can only be achieved at the platform level. How to raise tickets against your system must be clearly defined along with the SLAs around those tickets.
You should proactively look for opportunities to improve your platform AND those improvements should be entered into the same ticketing system/release cycle as those coming from your business units. Everyone should have the ability to view these tickets, with the goal to decrease redundant tickets. Take advantage of the social opportunity presented here and give your community the option to vote on enhancements.
Another feedback loop comes from a robust business intelligence practice connected to your knowledge platform. Business units should easily be able to identify and respond to content gaps, issues in their workflow, determine level of utilization, and more. At the enterprise level you need to easily locate search tuning issues, groups showing lower levels of platform utilization, growing contact channels, etc. Thinking through your business intelligence needs up front is critical to knowing whether or not you have been successful.
Some of the actions coming out of your feedback channels will be items that require IT involvement. Whether that is a performance concern, new service offering, UI tweak, patch, or some other issue that requires server access; having a clearly defined process around these changes assures the most stable possible environment for your end users.
We welcome your opinions and feedback on this Blog article.
- What are your experiences and challenges around driving enterprise adoption of your knowledge platform?
- What resources and tools are you considering to help you move above and beyond your current capabilities?
By Chris Mengel
Chief Architect, Infogain