Conference Session

Description

The key to good documentation that gets used is ongoing, regular maintenance baked into the organization’s workflow. I will highlight the importance of documentation for improved resilience in an organization, simpler internal knowledge transfer, and increased self-help from end-users. I will use examples from my experience as the Help Desk KB Administrator and Documentation Lead for Help Desk support documents. I will also draw on my experience co-leading the knowledge management workstream for DoIT and AIMS combining their two separate knowledge management systems. Our Help Desk agents truly see the internal Help Desk KB as the life blood or headquarters of their work, but maintaining it regularly is often forgotten. I’d love to change that!

Presenter Information

• Dana Gerber-Margie