Author: Robert Norris

Robert Norris is an accomplished content wrangler who helps organizations improve their knowledge sharing operations by boosting the ROI from their online help websites. A grey-haired technologist, author and content troubleshooter with 20+ years experience in digital library technologies, knowledge management and instructional design, Robert has served corporate, government and academic clients worldwide. After documenting the lessons learned from his impressive career, he is eager to share them with our community.

Building Problem-Solving Toolkits

Editor’s Note: The Content Wrangler is presenting a weekly series of twelve articles that provide useful insights and practical guidance for those who produce online help websites. Columnist Robert Norris shares how to overcome operational challenges related to harvesting, publishing and maintaining online help knowledge bases. His second installment details how we can develop special purpose collections that serve as, “Problem Solving Toolkits.” When we engage a knowledge base website to seek problem-solving resources, the ideal outcome is that we find a carefully tended collection of timely, useful content (instructions, policies, templates, links to internal and external resources, tutorials, warnings, exceptions, etc.). This...

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Think Like A Librarian When Creating Online Help Websites

Editors Note: Over the next twelve weeks, The Content Wrangler will present a series of articles designed to provide useful insights and practical guidance for those who produce online help websites. Columnist Robert Norris will teach you how to overcome operational challenges related to harvesting, publishing and maintaining online help websites starting with this first installment that encourages us to, “Think like a Librarian.” When engaging a new client who needs assistance with their online help system(s), I often characterize my role as consulting librarian. It is typically more meaningful to the staff than “knowledge manager,” “content troubleshooter” or any other...

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