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The Menu

The KM Chef has expertise in several aspects of knowledge management including process mapping, information architecture, technical writing, and marketing communications. Although a majority of my deliverables are proprietary, you may click the following links to view various types of documentation samples:

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]

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]

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.

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]

Portal Overview – designed and delivered this webinar to acquaint users with the features and benefits of the customer portal. [GoToMeeting, PowerPoint, LiveStream]

Dessert – MarComm

Habitat Build – designed slide show presentation to celebrate 25th partnership home build with Habitat for Humanity and local churches. Sent link to slide show via targeted email campaign. [Animoto, Constant Contact]

Corporate Newsletter Article– written to introduce and promote use of a new product information portal. [Abobe Illustrator, Adobe Flash]

Banquet Program – menu/program combo developed within heavy budget constraints [Publisher]

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