2025 Schedule
Session 305: Managing Knowledge Across University of Maryland
Ryan Raines (College Park, University of Maryland)
Date: Wednesday, November 19
Time: 3:45 pm - 4:45 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Connecting the Dots: Frameworks and Methodologies, Modernizing Service Management
Session Type: Case Study
Vault Recording: TBD
Audience Level: All
Over the last two years, the University of Maryland's Division of Information Technology has evolved from a singularly focused IT team to championing documentation accessibility and quality assurance across our campus. In sharing our story we hope attendees can identify ways to optimize and expand their knowledge management services and strategies holistically and efficiently.
Takeaway
Learn from our successes and stumbles in developing an operating knowledge management procedure. Our approach includes building a process to train new writers, review articles, provide coaching, allow flexibility to fit varying commitment levels, address reader feedback, and practice Knowledge-Centered Service (KCS) techniques.
Learn how to streamline the article review process in a way that can be used to onboard new teams and support authors across an organization. Access to filter conditions that you can apply to your knowledge management platform. Access to our author coaching and feedback mechanisms. Learn about communicating with multiple teams and responding to push-back. Reference our compact style guide.