november 9, 2012
DESCRIPTION
Contrasting Solutions: Shared Knowledge Base Content – A Crowd s ourced Approac h. November 9, 2012. Overview : Today’s Journey. Knowledge Base Business Problem Approaches to the Challenge Use of Crowd s ourcing Impact Reflection Questions. What is a “Knowledge Base?”. - PowerPoint PPT PresentationTRANSCRIPT
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
