What are your Knowledge Managers duties if your database is set to instant publish / retire
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‎02-06-2025 07:59 AM
If your Knowledge managers are not used to review and approve the publishing and retiring of articles, then what are their daily duties?
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‎02-06-2025 12:12 PM
I'm starting to remember why I feel so busy all of the time!
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‎02-06-2025 01:37 PM
For sure! There is so much can do and need to delegate and coach where needed as John said. So lucky last year we got a Knowledge Analyst who has taken over reporting and helping with gap analysis and finalizing articles. That has opened me up for focus on standards and enhancements as Process Owner and we have a Knowledge Admin who solely focuses on approval and re-validation and creation too. Of course, resources needed depends on the size of the knowledge base and organization, but it can grow quickly!
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‎02-07-2025 07:19 AM
This is a great discussion! Andrea, your last sentence I think is key. How many articles are y'all supporting in your knowledge bases? We have approximately 9,000 articles.
I do a lot of training and coaching, reporting, work with other teams on best practice development, review/approve articles, manage KFTs, drive SN enhancements, and recently I'm working on how to leverage AI to help create articles. I'm also building out a knowledge center of excellence as part of our ITIL practice.
