Category: Knowledge Management

Work that shows how I’ve helped create value by using practices related to knowledge sharing, knowledge transfer, and knowledge retention in my organizations.

Consultation Logs

I used our publishing platform to create a private site for logging helpful details about support sessions.

Support Model

How knowledge management works in support of client service.

Content Audits

I periodically conduct content audits to overhaul the information that users access.

Usability Testing

I set up simple entry forms to guide our testers through user stories, test cases, and acceptance criteria.

Change Management

I played key roles in both phases of NYU IT’s change management effort

Solutions Log

I set up a way for my team to document stuff that works or record knowledge about best practices.

Support Center

Users weren’t finding our help content so we built a resource that is visual, clear, accessible, and contextual.