Image Source: Articulate Rise AI
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Knowledge Management
Knowledge Management
Sarah drove 90% reduction in inquiries by connecting 1,000s of staff to 100s of real-time resources. She also eliminated 600+ IT helpdesk tickets per month, equivalent to 9 FTEs, and improved information access and dissemination by 95%.
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SharePoint
SharePoint
Watch the video for a tour of the SharePoint site Sarah created and maintained for 50,000 staff, 1,000s of managers, and 100s of mid-level administrators. The site hosted the following and enabled access to up-to-date, self-paced resources and analytics:
Pop out the video to view it larger.
Resource examples:
Announcements
Compliance courses, frequency, and deadlines
FAQs
Forms
Fun competitions and quizzes with drawings and prizes
Help resources
Live course registration links
Mentor program
Onboarding information
Recorded webinars
Self-paced courses
Standardized Curriculum
Tips and reminders, including deliverables and deadlines
Templates
Video demonstrations
User guides
Analytics Examples:
Both site-level and page-level analytics were available. Look back durations varried between 7 to 90 days. The examples below are from Microsoft and do not represent actual organizations' data. Rather, regular and close monitoring of the data identified which resources users found the most useful and illustrated usage trends. This feedback demonstrated 95% increase in usage and information access. This site contributed to the 90% reduction in inquiries.
Note: It is particularly helpful to make the company intranet page the default internet browser homepage for all staff and to configure it to use single sign on (SSO).
Source: Microsoft
Source: Microsoft
Resource Libraries
Resource Libraries
Sarah configured mid-level administrative access for department heads, their designees, and key stakeholders to the SkyPrep LMS's Resource Center. She built interactive tutorials, videos, user guides, eLearning, and GIFs that were auto-assigned in the LMS to the mid-level admins or available in their dedicated environments (i.e. Manager pages on the SharePoint intranet site). Regular reminders were included in their weekly Manager Toolbox emails sent org-wide by the Communications SVP.
Links to the library's folders and files could be embedded in emails, policies, documents, courses, playbooks, onboarding materials, Teams channels, private M365 groups, Microsoft Forms, intranet pages and more.
Standardized file naming conventions, permission governance, regular testing, search configuration, and regular maintenance to remove old or outdated materials were a must to keep information relevant, accessible to the correct audiences, and working correctly.
Source: Skyprep
Knowledge Base Articles
Knowledge Base Articles
Sarah wrote Knowledge Base Articles for the IT Helpdesk so they could help users upon the first contact. Common issues end-users faced could be address via decision trees Tier 1 support used to ask users questions. This guided them through how to fix the issue in under 24 hours.
Slightly modified versions of the Knowledge Base Articles were available on a self-service platform for users, so calling the Helpdesk was not needed.
The example to the right is from HubSpot but looks very similar to the self-paced IT Helpdesk portal Sarah contributed content to.
Source: HubSpot
AI Assistant Chat Bots
AI Assistant Chat Bots
Sarah set up an AI Assistant Chat Bot in Microsoft Copilot's Studio for use in the SharePoint intranet and configured it to look only at the company's resources - not the general internet.
Why require users to know where information is and to navigate to it? Enable users to enter their exact question into the AI Assistant. Let the AI Bot mine the site and answer their question.
The AI Chat Bot can provide the link to the resource it took the answer from so users can access the original material to double-check the information and read for more details.
The faster people can get answers to their questions, the more likely they are to use your materials, rather than rely on word of mouth. Users referencing actual policies instead of asking colleagues, for example, improves compliance and safety and reduces risk.
Sarah enabled the AI Chat Bot in the LMS as well. The digital assistant could help learners prioritize which learning assignments to complete next and more. This was just one more way to reduce inquires requiring manual staff time. Number of inquires to the department mail box went from 100s per month to only a few.
Example of AI Chat Bot. Source: SkyPrep LMS
Example of Copilot's Agent to build AI Asisstant. Screenshot is example ony; source: Teacher's Tech - watch their 10 minute how-to video here.
Communities and Collaboration
Communities and Collaboration
We are stronger when we work together and support each other.
Sarah continuously trains people on the latest tools.
She configures and implements cutting edge technology.
And, she implements research-backed strategies.
Altogether, this helps organizations capture significant productivity gains and the contributions of their talented workforce.
Below are examples of tools and strategies Sarah has configured, created, implemented, and/or taught:
Teams Channels
Private SharePoint Groups and their sites
Distribution Lists
Dynamic M365 Groups
File share link permissioning
Cohorts
Learning Communities
Mentoring
Coaching
Informational Interviews
Job Shadows
Social Learning
Source: Articulate Rise AI
Documentation and Accountability
Sarah documents, documents, documents, and supports others with doing so.
Processes, steps, expectations should all be documented, so it is clear what someone should do or what is being done. This reduces stress, takes out guesswork, reduces inquiries, and implements accountability.
User guides, manuals, playbooks, checklists, best practices, standard operating procedures, policies, procedures are Sarah's favorite words. She believes in communicating as clearly and thoroughly as possible.
She also implements cross-training and knowledge sharing, for staff coverage and to prevent knowledge loss.
Below is an example of a project Sarah completed in partnership with Subject Matter Experts (SMEs) to implement a paperless skills assessment, feedback, and remediation process.
Source: Graphic generated with ChatGPT
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