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Consortium for Service Innovation

KCS Roles: What do we do with our existing knowledge authors and editors?

Question: We are looking to adopt KCS and we are wondering what we do with our exiting Knowledge Authors and Editors? - Anonymous


This is a common question/challenge for organizations who are moving from the traditional waterfall model for KM (knowledge from very few for the use of many) to the more dynamic KCS model (knowledge from many for the use of many).  The role the existing authors and editors play in KCS really depends on the individuals: their skills and flexibility. Some become KCS Coaches (if they understand the content standard and can deal with the "good enough” concept), some move to work on more formal documentation, some look after high-value self-service content and self-service pages. If they have subject matter expertise in a domain, they may become KDEs and focus on the high-value articles and/or complex issues.


KCS v6 makes the distinction between experience-based articles and compliance-based articles (see the Article Governance section in the Practices Guide). In environments that have compliance-based articles (policy, legal, or regulatory content), if the existing authors have the appropriate authority they may look after the compliance-based content.


KCS articles compliment more formal documentation.  See the Content Continuum in the KCS Practices Guide for more information on this concept.


- Greg Oxton

1 August 2017

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