Category: How Tos

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...

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...