The KM Chef has expertise in several aspects of knowledge management including process mapping, information architecture, technical writing, and content strategy. Over her career, the KM Chef has used a variety of CMS, LMS, KMS, CRM, SEO, authoring, mind mapping, and project management platforms to deliver effective documentation and knowledge-sharing programs.
Although a majority of program deliverables are proprietary, you may click the following links to view documentation samples and conversations:
Appetizers – Process Mapping and Research
Technical Support Flow – visual representation of a client-facing technical support process. Designed as a reference to help first-level support team make better escalation decisions. [VISIO, Acrobat]
Video Hosting Vendor – conducted needs analysis and features comparison to recommend video hosting vendor. [MS Word]
Knowledge Management System – documented the distinct advantages of a knowledge management system versus other platforms available to the employee base [Guru, PowerPoint, Acrobat]
Soups and Salads- Information Architecture and Content Strategy
CSS Prototype – mock-up to reflect proposed style sheet changes for product information portal. [SnagIt, Illustrator, MindTouch]
Product Portal Roadmap – quarterly content development goals for product information portal. [PowerPoint]
User Persona– user profile developed for user assistance design considerations. [Word, Excel]
Developing a Knowledge Center – presentation using a sports analogy to explain KM approach. [PowerPoint]
Content Filtering – presentation explaining the power of customized content approach where only applicable information renders to the user. [Excel, PowerPoint]
Entrees – Information Development and Training Delivery
Knowledge Base Overview – overview for using a product support knowledge base. This repository was initially created for the Customer Support team. As it blossomed into a trusted repository, the audience expanded to include employees and eventually clients. [Interwoven TeamSite, Excel, VISIO, SnagIt, Microstrategy Reports, OmniFind, PowerPoint]
KB Tips QR – reminders for content creators authoring KB articles. This reference allows content contributors to be successful regardless of the frequency of their KB contributions. [PowerPoint]
Then and Now – updated one page of an Authentication topic from my award-winning WebTone Guides Toolkit Manual, first produced in 2001. Added a user persona and scenario to help readers more readily identify with the technical process behind this common consumer activity. Then links to the original image. Now links to the restyled version. [Word, Framemaker, PowerPoint, Acrobat]
Network Architecture – diagram from the WebTone Guides Toolkit manual. This is next on my Then and Now list. [VISIO, Framemaker, Paint Shop Pro]
Documentation Planning – facilitated multi-day strategic planning meeting to set goals, formalize workflows, and share best practices. [PowerPoint, Flare, Confluence, SharePoint]
Dessert – MarComm
Corporate Newsletter Article– written to introduce and promote use of a new product information portal. [Abobe Illustrator, Adobe Flash]
Heritage Fest Subcommittee Promo – designed handbill to recruit sorority members to serve on subcommittees for an annual Black History Calendar Festival. [Canva]
Coffee – Industry Conversations
Knowledge Management and Content Operations – conversation hosted by Scott Abel where panelists discussed the similarities and differences between managing content and managing knowledge and the ever-increasing need for organizations to operationalize content production. Panel included Rahel Anne Bailie, an internationally recognized content strategy consultant; Lucie Hyde, director of content for payment processing powerhouse, PayPal.com; and, Mirhonda Studevant, knowledge and content manager at people success platform vendor, Glint.
Evidence-Driven Content Strategy: Ask Us Anything – conversation hosted by Rahel Anne Bailie where panelists discussed using data to optimize and improve the content quality using evidence-based work analytics. Also learn how to serve as a content champion and trusted voice to help advocate for long-term content goals. Panel included Cruce Saunders, Found and Principal at [A]; Mirhonda Studevant, Program Manager of Knowledge Management at LinkedIn, and Adrian Kingwell, CEO at Mezzo Labs.
Knowledge Management Kitchen 