november 9, 2012

November 9, 2012

Contrasting Solutions:Shared Knowledge Base Content –

A Crowdsourced Approach

• Knowledge Base• Business Problem• Approaches to the

Challenge • Use of Crowdsourcing • Impact• Reflection• Questions

Overview: Today’s Journey

• Identify, Collect, Maintain Knowledge• Quick Searchable Access of:

Self-Help (FAQ’s), Procedures, Policies & Training Aids

• Just in time support• Authoritative Source

What is a “Knowledge Base?”

• 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

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

UW’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

IU’s Approach to the Business Problem

• Crowdsourcing involves partners, technology customers, SME’s and 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!

Leveraging the Crowd to Address the Problem

• Subject matter experts, service providers and partners provide content

• Users provide feedback to improve content• Advisory board provides improvement to

improve tool and processes

Crowdsourcing and the UW KB

• 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

Crowdsourcing and the IU KMS

Impact of the UW KnowledgeBase

Upward trend over last year (and several previous) Page view mirrors business cycle

14,616,931 Unique Page Views

Impact of the UW KnowledgeBase

UW Madison – Still the Largest Consumer

But our external partnerships grow in number!

Impact of the UW KnowledgeBase

• Managing internal knowledge still leads the pack

• Substantial increase over last two years in sharing

Impact of the Knowledge Base at Indiana University

Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct

0.00

500000.00

1000000.00

1500000.00

2000000.00

2500000.00

3000000.00

3500000.00

3081132.00

1943568.00

2340313.00

2805035.00

2052223.00 2068469.00 2039572.001941482.00

1804626.00

2458809.002366231.00

2265392.00

IU KB Page Views per Month 11/2011-10/2012

Views

28 Million page views annually

Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct

0

500000

1000000

1500000

2000000

2500000

3000000

Other

UITS.IU.EDU

KB.IU.EDU

IU KB Page Views (by source) per Month 11/2011-10/2012

Impact of the Knowledge Base at Indiana University

KB OSE Chat Email Phone Walk-in$0.00

$1.00

$2.00

$3.00

$4.00

$5.00

$6.00

$7.00

$8.00

$9.00

$10.00

$11.00

$12.00

$13.00

$14.00

$0.07 $0.02

$10.18

$13.50

$12.47

$13.27

Comparing Support Costs

Cost/Contact

Impact of the Knowledge Base at Indiana University

Do More with Less!

Do More with Less!

Do More with Less!

Source Cost/Contact Contacts

KB $0.07 18,000,000

OSE $0.02 10,000,000

Chat $10.18 31,765

Email $13.50 37,148

Phone $12.47 107,865

Walk-in $13.27 30,418

University of Wisconsin

Sean Bossinger, Assistant Director User ServicesSandee Seiberlich, Engagement ManagerWei-Zhong Wang, Knowledge Management

Coordinator

Indiana UniversityChuck Aikman, Manager, Knowledge ManagementJonathan Bolte, Knowledge Management LeadCathy O’Bryan, Director of Client Support

Reflection

Questions

kb.iu.edukb.wisc.edu

wzwang@doit.wisc.edu

seiber@doit.wisc.edu

bossinger@wisc.edu

bolte@indiana.edu

caikman@indiana.edu

caobryan@iu.edu