Since its launch in July, the service.purdue.edu portal has become a powerful tool for sharing knowledge with Purdue IT’s customers and with each other.
In October alone, there were 9,000 pageviews of the Purdue IT Knowledge Base and an average of more than 400 active users on the site each day.
As exciting as those figures are, the truth is the Purdue IT knowledge base is far from being a widely utilized tool. It is even farther from capturing the vast amount of knowledge that is residing in our collective minds.
In the coming months, the IT Service Management Office (ITSMO) will expand the opportunities for individuals and teams to participate in knowledge capture and sharing. In the meantime, there are steps all of us can take to help improve the knowledge base, provide better customer self-service, and help reduce the drain of redundant work by expanding and improving our source of knowledge.
Two things you can do:
Knowledge management is a group project – the kind where we all benefit when we do it right. If you have thoughts on ways we can improve the knowledge base, we want to hear them. Send an email to Dave Stephens, the Purdue IT Knowledge manager, at steph103@purude.edu.