Knowledge Base Creation & Implementation
Role: Program Director, Business Technology Operations
Skills: Operations, Project Management, Tech
System: Freshservice, Google Workspace
Problem: Outdated articles being used, unclear article ownership, processes and policies hard to find
Solution: We gathered content by interviewing key stakeholders, selected a system (Freshservice), implemented processes and templates, and built out the system with content. After implementing a K-Base for Virtue five years earlier, I had some learnings to support Vice's launch.
- Without an enterprise Airtable plan, Virtue's K-Base lacked key security functionality. With Freshservice, Vice was already paying for the system and it included great security capabilities and search functionality. But the K-Base module was largely untapped. We identified this and then went to town once we had our infrastructure setup.
- As I did with Virtue's K-Base, I continued to hold article approvers accountable with their name and date at the top of each article and a quarterly maintenance plan.
- Due to Freshservice's expensive agent licenses, we were forced to allow certain articles to be embedded via Google Docs, entrusting certain stakeholders to manage updates directly to articles.
