What are your Knowledge Managers duties if your database is set to instant publish / retire

[chapmak]

If your Knowledge managers are not used to review and approve the publishing and retiring of articles, then what are their daily duties?

[Aerin]

We don't have a well established knowledge culture, so I spend a lot of time proselytizing. I also do training on how to write content, how to use the Knowledge module, and working with the devs to implement upgrades and configurations.  I also do a lot of work to help develop and implement standards for the Service Catalog and for the Portal. Basically, everything that needs to happen to develop the maturity of the Knowledge Management practice.

[andreababch]

Along with what Aerin mentioned, standard maintenance of the knowledgebase including making sure there are no items sitting idle in draft a long time, if you have a valid to date making sure expired items are renewed, running reporting and looking for knowledge gaps, reviewing user feedback or flags if that is enabled to make sure article is improved or that the teams responsible are taking this action, if articles are not used are they not needed or need better wording, and a lot of other actions can take based on reporting - like starting with incidents to see what are top issues, or what people search for and making sure the knowledge is available proactively.

[Aerin]

Thank you! It's been a while since I had to quantify everything, so yes, all of that too! At some point, the volume of article creation will become more than I can review alone, so I'm also looking into developing the AQI and training in-team reviewers to take that over. And working on expanding the understanding among other teams about how KM can tie into their work - what metrics can we collect to measure case deflection, onboarding time reduction, etc.

[John Regalado]

Aerin and Andrea, are spot on as it relates to many of the important daily duties and responsibilities of a KM.  In my domain I would also add that another duty a KM might have is recommending processes and polices that help the overall health of your knowledge services.  Often times a KM will need to have difficult conversation with various knowledge teams/groups to ensure they are doing their part in providing our customers with the best support through updated KBA's.