Developing internal standards and guidelines for the College to maintain and develop knowledge and to be able to recommend the most appropriate system(s) in which to store this so as to increase self service and derive greater efficiency.
The College has a wide variety of systems to store knowledge content on. However, there is limited guidance on which is the most appropriate or the best to use. This, therefore, means that different departments are using different systems to store their content. As a result, staff are required to navigate a complex interface of systems in order to find an answer to their question, or a piece of information to help them complete their jobs.
In reviewing the knowledge and systems information is stored on, the objective of this project is to develop standards and guidelines to ensure the College has a clear and replicable approach for content, which departments can use consistently. The primary focus is on systems the College owns and to help us understand these better, we will be engaging with staff from across different the departments and Faculties to gain insights.
Knowledge content should be structured with an audience-first approach, and with a good user experience as a guiding principle. Information should be available when and where the user expects it (not where departments choose to put it), and in the most appropriate format.
In this project, we will be engaging with staff from across different departments and Faculties to gain insights into how they navigate the variety of systems at the College to find the knowledge that they need to do their jobs.
The project aims to achieve the following:
- Content should always be easy to find and portrayed in a way that makes it useful to its audiences.
- Content should be stored in the most appropriate system for it use.
- There should be a source of truth, removing duplicate and conflicting versions of content.
- Content will be relevant and helpful to its audiences and written in a consistent way, that is plain English and jargon-free.
- Content is up to date, aligning to new procedures, policies and compliance best practice.
- Ensure that content conforms to Web Content Accessibility Guidelines (WCAG) 2.1 AA standards.