May 2018: Websites vs Knowledge Bases

• Presenters:

  • • Carla Herling, Drake University

• • Diane Yee, Rice University

    • Steve O'Donnell, Duke University (Health)

  • Host/Moderator: Courtney Cunningham, Trinity University

Resources

• • Presentation (PDF) -- attached to this website (scroll to bottom)

  • Presentation (Google Slides)

  • Recording: https://educause.acms.com/pax6rak4ap6v

Chat Transcript

Jody Tracy, EDUCAUSE: Welcome, everyone! The IT Communications Constituent Group Coffee Shop will begin at 4pm ET.

Denis Burns: Is KB being used synonymously with Service Catalog?

Stan - NC State: Good question Denis. Others, feel free to add your questions in the chat window and Courtney will present them to the panelists.

Stan - NC State: Steve, are there specific parts of your KB that are restricted based on roles?

Becky Klein @ Valpo: Can we see an example of the curated article?

Denis Burns: Thanks for the great responses!

Allan Hoffman: How do you differentiate articles and info for IT staff from info for a more general audience?

Chris - University of Arkansas: Do you have a policy for reviewing KB content on a regular basis?

Jonathan Frost 2: Do you include or embed media "show/tell me" content within the KB system or simply link to it?

Carla Herling-Drake University: Our KB is accessible by going to service.drake.edu/its

Carla Herling-Drake University: Drake ITS website is at www.drake.edu/its

Steve Blackburn: Do you allow users to suggest or submit content for inclusion in the KB?

Stan - NC State: Rice's KB is at: https://kb.rice.edu

Stan - NC State: Do others of you in the coffee shop have KBs you would like to share with us?

Jonathan Frost 2: Does your KB tool inherently support accessible content or is it up to you as the content writer/editor?

Nancy Novitski @ U of Oregon: Our is at https://service.uoregon.edu (also TeamDynamix). The KB is under "Knowledge Base" or "Self-Help." We just transitioning to TeamDynamix in August 2017 (previously our KB articles were on a Drupal-based website) and we're still building it out.

Nancy Novitski @ U of Oregon: That is, we just *transitioned*

Becky Klein @ Valpo: Valpo's KB is at https://confluence.valpo.edu/display/ITKB/Knowledge+Base

Haines Eason: The University of Kansas' KB: https://kuit.service-now.com/kb

Haines Eason: Thanks, all. This was great.

Sheri Thompson, LSU: Thank you!

Jonathan Frost 2: thank you

Anthony Santucci, WFU: Thank you ....

Ben Baker: Thanks!

Verna Holcomb, Drew University: Thank you!

Lisa Stage: Thank you so much!

Karen Wetzel, EDUCAUSE: IT Communications CG home: https://www.educause.edu/discuss/it-communications-constituent-group

Karen Wetzel, EDUCAUSE: Thanks everyone!

Russ Bilotta: Thanks

Allan Hoffman: Thanks!

Stan - NC State: Thanks everyone for tuning in.