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Knowledge Management

General

Knowledge Management (KM) is only component of Information Management. A robust Knowledge Management system supports the Information Management system and addresses specific needs to put Information into action. Information is simply data, but Knowledge is Information in action.

To be a learning company and to actuate information in the most useful way we must master Knowledge Management. It is also imperative that we master KM not only for ourselves but for our clients. As we mature, so do our clients and we must be in the lead helping them get to the next level.

Our Knowledge Management system has many components some of which are listed here:

  • Share Site – Public and Private content, resources and collaboration
  • Website – Portals and Libraries
  • File System – File Structure or Shared Files

Share Site Structure

Sites

  • Home
    • Components
      • Links
      • Calendar
      • Company Images
      • Activity (Notices)
      • File Share
        • Folder Structure
  • Management
    • Components
      • Links
      • Calendar
      • Company Images
      • Activity (Notices)
      • File Share
        • Folder Structure
  • Human Resources
    • Components
      • Links
      • Calendar
      • Company Images
      • Activity (Notices)
      • File Share
        • Folder Structure
          • Employee Information
          • Employee Records
  • Sales
    • Components
      • Links
      • Calendar
      • Sales Images
      • Activity (Notices)
      • File Share
        • Folder Structure
  • Marketing
    • Components
      • Links
      • Calendar
      • Marketing Images
      • Activity (Notices)
      • File Share
        • Folder Structure
  • Service Delivery
    • Components
      • Links
      • Calendar
      • Service Delivery Images
      • Activity (Notices)
      • File Share
        • Folder Structure
          • Getting To The Next Level
          • Email Templates
          • Document Templates
          • Standards and Procedures
          • Best Practices
          • How-To’s
          • Active Clients
          • Archived Clients
          • Work in Progress

Share Site Management

Share Site General Rules of Use

Attachments

It is MPI policy to never attach any file or content to any form of correspondence or transferring any file or content using any device unless it cannot be reached by the recipient under any means. Doing so creates issues with document revisions and document management. Wherever possible content should be made available to the client, partner, provider, etc. using permissions based solution such as a special public facing site and folder.

Linking and Embedding

It is MPI policy that we always use links to files and content wherever possible. We will also take care to use clean and familiar names for the links versus simply pasting the link into the message or content.
E.g. we will do this: Get the File Here
Not this: http://www.manuelpalachuk.com/resources/free-stuff/culture-and-compass-webinar

Further, we will always take care to select New Window for the Target where a website is the link.
E.g. www.manuelpalachuk.com

Referencing Content

Whenever referencing any content on the Share Site that is not a specific link the following format should be used consistently.
Example:
MPI Share > Marketing > Files Share > The Document Your After

Website Structure

Website Management

File System Structure

File System Management

Standard Document Templates

All MPI branded document templates are to be stored in the Share Site in the top level Document Template folder. All of the Document Templates are to be set to Read Only. No other files should be stored in the Document Template folder.

Standard Email Templates

General

All MPI Email Templates are to be stored in the Share Site in the top level Email Templates folder. All of the Email Templates are to be set to Read Only. No other files should be stored in the Email Templates folder.

Formats
Files stored in the Email Templates folder should be of only two types: .msg or .oft.

  • .oft files are Microsoft Email Template files. When they are opened from a machine that has any Outlook compatible application the email will look exactly as designed but will auto-populate the signature of the Outlook user if it has been configured.
  • .msg files are Microsoft Email Message files. When they are opened from a machine that has any Outlook compatible application the email will look exactly as designed and will not auto-populate a signature.

Which Format To Use

  • When the email templates is built for a specific use by anyone in the company and require a specific email signature such as:

Reminder about upcoming Service Call or Meeting

More text
More text

Yours truly,

The Service Team
Phone: 561-577-1979
Support@ManuelPalachuk.com

  • When the email templates is built for general use by anyone in the company and require the email signature for the user who is sending the email such as:

A follow up to our conversation regarding your service
More text
More text

Sincerely,

Manuel Palachuk
Phone: 561-577-1979
Manuel@Palachuk.com

Written Documentation

When updating any written document do not scratch out or otherwise obscure the original entry with anything other than a single line through the middle of the entry. The intent is to not remove from eternal history the entry but to mark it as outdated, updated, inaccurate, or no longer relevant.

Last Update: November 27, 2018  

November 12, 2018   311   Catheryn Felipe    Agile Service Delivery Run Guide  
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