creating & managing content on the its website and servicenow knowledgebase
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CREATING & MANAGING CONTENT on the ITS Website and ServiceNow Knowledgebase. ITS Web Team IT Strategy, Governance & eServices. Yale Information Technology Services. Managing Content: ITS Website & SN Knowledgebase. Welcome, Authors and Editors Our mission - PowerPoint PPT PresentationTRANSCRIPT
CREATING & MANAGING CONTENTon the ITS Website and
ServiceNow Knowledgebase
ITS Web TeamIT Strategy, Governance & eServicesYale Information Technology Services
Managing Content: ITS Website & SN Knowledgebase
Welcome, Authors and Editors
Our missionTo capture, maintain, and protect
the knowledge of the organization.
Our goalTo elevate our reputation andbuild credibility by providing
the foundation for excellent service.
Managing Content: ITS Website & SN Knowledgebase
AGENDA
Part I — Overview
• Roles, responsibilities, and expectations• Editorial standards and style• Content types
Part II — ServiceNow
• ServiceNow Knowledgebase
Part III — ITS Website
• Introduction to Drupal• Creating new content for the ITS website• Editing existing content for the ITS website
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Workflow at a Glance
ITS Website
Knowledgebase
Author Editor
I write content.
I edit, approve and
publish.
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Author and Editor Responsibilities
Authors
•Research and write Knowledgebase (KB) and web content
•Update content
Editors
•Research, write and update content
•Approve new KB articles
•Approve new pages and content on website
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Expectations for Authors and Editors
• Take ownership of your subject area: Actively identify need for new content Update and correct content as needed
• Maintain editorial standards
• Adhere to style guidelines for consistency
• Protect integrity of the KB and website
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Editorial Standards & Style
Writing Goals
•Be clear, concise, and organized
•Follow Yale and ITS style
•Put reader understanding first
•Aim to minimize questions and the burden on Help Desk
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Editorial Standards & Style
Example #1: Too little information
SEP 12.1.2 is available in the software library. This version provides support for Mac OS X 10.8 and Windows 8 desktop computers.
?!?!
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Editorial Standards & Style
Example #1: More complete information
Symantec Endpoint Protection (SEP) 12.1.2 is now available in the Software Library (authentication required). This version provides support for Mac OS X 10.8 and Windows 8 laptop and desktop computers.
If you are running Mac OS X 10.8 (Mountain Lion) or Windows 8, please install SEP 12.1.2 as soon as possible. If you are not running either of these operating systems, you do not need to upgrade your Symantec Endpoint client software at this time.
Symantec Endpoint Protection provides your computer protection from viruses and malware. The software is available at no cost to all Yale faculty, staff, and active students.
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Editorial Standards & Style
Example #2
An administrator tells a recently hired faculty member that she must complete a Data Self Scan. “What the heck …?” she thinks.
Task #1: Write a short list of questions she might have.
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Editorial Standards & Style: Exercise
Possible Questions:
•Am I required to do this?•How do I start?•What application do I use?•Where do I get it?•How long will it take?•Will this delete or change anything on my computer?•What is the scan looking for?•What do I do if it finds something?•What if I need that information to do my job?
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Editorial Standards & Style
Example #2 (continued)
Searching the ITS website, she finds a page called “Scanning for Confidential Data”:
http://its.yale.edu/node/251
Task #2: Discuss with your group how well the page presents information and addresses her questions.
Task #3: Suggest a better way to organize the page.
Managing Content: ITS Website & SN Knowledgebase
Managing Content: ITS Website & SN Knowledgebase
Business Operations Communications
Know, Feel, Do: Bottom Line of Communication
People are listening for one thing: “How does this affect me?” Tailor your communications to the needs of the receiver.
1.KNOW
What’s the one thing I want people to know, believe, understand, learn, or question?
•FEEL
How do I want people to feel about receiving my message?
While you can’t mandate how people will feel, this reminds you to prepare for the emotional impact of your words, possibly changing your delivery.
•DO
What do I want people to do as a direct result of my communication?
(adapted from a Business Operations presentation)
Managing Content: ITS Website & SN Knowledgebase
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Write for Understanding
• What do you want the reader to do?o Be informedo Call to action
• Know your audienceo What level of knowledge do they have?o What questions might they have?
• How can I best present the information:o Organizationo Formattingo Imageso Links
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Editorial Standards and Style
• Simplicity• Succinctness• Consistency• Acronyms• Numbers vs. bullets• Type styles (bold, italic, underline)• Headings• Screen shots• Photos and clipart (must be licensed!)
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
So Now You’re Ready to Write …
•Does the content already exist?
•Has the content been properly vetted with the subject
matter expert (SME)/process owner?
•Is this client-facing or internal?
•Who is the audience for this content?
•Where does this content belong?
Managing Content: ITS Website & SN Knowledgebase
Part I — Overview
Where Does Content Go? New Content
ITS WebsiteServiceNowKnowledgebase
News
Centers
Audience Page
About ITS
Workshop/Event
Advice
Services
How To(if client-facing)
(if client-facing)
Managing Content: ITS Website & SN Knowledgebase
Part II
ServiceNow Knowledgebase
Dorothy OrtaleKnowledge ManagerIT Service Management
Managing Content: ITS Website & SN Knowledgebase
Part II — ServiceNow Knowlegebase
Knowledge is not a tool.It is part of the process.
Managing Content: ITS Website & SN Knowledgebase
Part II — ServiceNow Knowledgebase
Knowledge Articles•Write articles by running through the process.
•When you learn something new, write it down.
•Never make a new article by copy the text and images from
a Microsoft Word document.
Managing Content: ITS Website & SN Knowledgebase
Part II — ServiceNow Knowledgebase
Images in Knowledge Articles•Images can help in the instruction of a Knowledge article
but are not required.
•Never copy and paste images into Knowledge articles.
•Always attach images to knowledge articles.
Managing Content: ITS Website & SN Knowledgebase
Part II — ServiceNow Knowledgebase
Templates and Knowledge Articles•Templates store populated versions of a form for reuse and
can save time by reducing the amount of time spent filling
out forms by Tier 1 support.
•Templates ensure that key fields are populated with the
appropriate data.
Managing Content: ITS Website & SN Knowledgebase
Part III — ITS Website
ITS Website:Workflow and Drupal Basics
Dave BroggiITS Web TeamIT Strategy, Governance & eServices
Managing Content: ITS Website & SN Knowledgebase
Part III — ITS Website
Workflow Overview: New Content
Drupal-topiaEveryday World
AmazingDrupal
Universe
Managing Content: ITS Website & SN Knowledgebase
Part III — ITS Website
Workflow Overview: Updating Content
Editor makes changes
Note: Page must remain published; do not move page into “draft” mode
Humdrum Everyday World
Managing Content: ITS Website & SN Knowledgebase
Part III — ITS Website
What is Drupal?
Drupal is a content management platform powering millions of websites and applications.
•Modular and extensible•Open source•Ease of use (for content managers)•ITS website based on Drupal 6•YaleSites now offers Drupal 7
Learn more at drupal.org and drupal.yale.edu
Managing Content: ITS Website & SN Knowledgebase
Part III — ITS Website
DEV Environment vs. Production
DEV: http://its-dev.yale.edu
• Your training and testing sandbox• Does not push to Production• Periodically overwritten by Production• Generally, not a place to store or work on new content
Production: http://its.yale.edu
• New content is created in the live website• Only one version of each page exists• Pages should never be taken down (unless retired)• Not possible to save in-progress work on published pages
Managing Content: ITS Website & SN Knowledgebase
Part III — ITS Website
Drupal Basics (hands-on)
Managing Content: ITS Website & SN Knowledgebase
ITS Web Team
ITS Web Team [email protected]
David Broggi [email protected] Liu [email protected] Livingston [email protected] Ngim [email protected]
Dorothy Ortale [email protected]