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Leveraging Crowdsourced Knowledge Base Solutions for Business Success

Explore the benefits of crowdsourcing in managing a Knowledge Base, addressing business problems, capturing institutional knowledge, and improving user experience through shared content. Discover how institutions leverage the crowd for continuous improvement and resource optimization.

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Leveraging Crowdsourced Knowledge Base Solutions for Business Success

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  1. Contrasting Solutions:Shared Knowledge Base Content – A Crowdsourced Approach November 9, 2012

  2. Overview: Today’s Journey • Knowledge Base • Business Problem • Approaches to the Challenge • Use of Crowdsourcing • Impact • Reflection • Questions

  3. What is a “Knowledge Base?” • Identify, Collect, Maintain Knowledge • Quick Searchable Access of: • Self-Help (FAQ’s), Procedures, Policies & Training Aids • Just in time support • Authoritative Source

  4. The Business Problem • Information Needed Changes Constantly • Documentation is Scattered • Institutional Knowledge is Easily Lost • Knowledge in Pockets: SME’s • Knowledge not Captured Systemically • When Issue is Solved • During Project Use-Cases • By Users • Metrics are Scarce

  5. UW’s Approach to the Business Problem • Document repository with scheduled reviews • Users easily create, maintain and share documents • Separate sites with each partner managing their content • Knowledge capture and feedback • Robust metrics

  6. IU’s Approach to the Business Problem • Structured, versioned, components • Single-sourced, delivered to multiple end points • Distributed responsibility • Interface with trouble ticket systems • Logical lifecycle of content • Open feedback loop

  7. Leveraging the Crowd to Address the Problem • Crowdsourcing involves partners, technology customers, SME’sand end-users • Provides a better support product with continuous improvement • Saves resources over time • Aggregates the “wisdom of the crowd” • Common set of technologies and software being used across institutions – collaborate!

  8. Crowdsourcing and the UW KB • Subject matter experts, service providers and partners provide content • Users provide feedback to improve content • Advisory board provides improvement to improve tool and processes

  9. Crowdsourcing and the IU KMS • Diverse set of resources across institutions • Common applications being supported • Content repository allows institutions to accept changes from others, or filter via workflow • Common tool set • Dynamic mapping linked content • Feedback improves and informs content • Reuse with local flavor

  10. Impact of the UW KnowledgeBase • Upward trend over last year (and several previous) • Page view mirrors business cycle 14,616,931 Unique Page Views

  11. Impact of the UW KnowledgeBase UW Madison – Still the Largest Consumer But our external partnerships grow in number!

  12. Impact of the UW KnowledgeBase • Managing internal knowledge still leads the pack • Substantial increase over last two years in sharing

  13. Impact of the Knowledge Base at Indiana University 28 Million page views annually

  14. Impact of the Knowledge Base at Indiana University IU KB Page Views (by source) per Month 11/2011-10/2012

  15. Impact of the Knowledge Base at Indiana University Do More with Less! Do More with Less! Do More with Less!

  16. Reflection University of Wisconsin Sean Bossinger, Assistant Director User Services SandeeSeiberlich, Engagement Manager Wei-Zhong Wang, Knowledge Management Coordinator Indiana University Chuck Aikman, Manager, Knowledge Management Jonathan Bolte, Knowledge Management Lead Cathy O’Bryan, Director of Client Support

  17. Questions kb.wisc.edu kb.iu.edu bolte@indiana.edu caikman@indiana.edu caobryan@iu.edu wzwang@doit.wisc.edu seiber@doit.wisc.edu bossinger@wisc.edu

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