topic Re: Knowledge Base guides/Index of Help links in Discussions & Feedback

Knowledge Base guides/Index of Help links

Cleoriff — Tue, 15 Nov 2016 10:29:39 GMT

Thought I would mention this here as a standalone topic.

Knowledge Base guides are being produced with current updated information.

The forum still has Index of Help guides available...which are all in one place and easy to find HERE

Problem is, some of the Index guides are outdated...but the format for finding them (in one section) is better than finding KB guides which are all over the place

Two suggestions

1) When a guide is updated the link should take us directly to the new KB guide

2) The KB guides.. when completed, should go in one easy to find section

Just asking for opinions...?

Re: Knowledge Base guides/Index of Help links

MI5 — Tue, 15 Nov 2016 10:33:56 GMT

I agree - have a KB section and put them all in it.
Allow edits to be submitted from the article.
Someone volunteer to review the index thread and all guides included for accuracy and relevance

Re: Knowledge Base guides/Index of Help links

gmarkj — Tue, 15 Nov 2016 10:37:11 GMT

Are the edits a post/reply or do they go to someone for review?
So a bit like the inappropriate content option?

Re: Knowledge Base guides/Index of Help links

Cleoriff — Tue, 15 Nov 2016 10:41:25 GMT

It's just confusing to have all the Index of Help links in one place, easy to access and provide info quickly......though being unsure whether ...

1) The guide is outdated

2) A KB guide has been produced which is more current

3) If a KB guide has been produced...where is it?...(so I end up posting the Index guide knowing it 'may not' be current...)

Not happy doing that if honest...

Re: Knowledge Base guides/Index of Help links

Cleoriff — Tue, 15 Nov 2016 10:43:48 GMT

Seeing @gmarkj post.....I will say he has recently completed a great new KB guide. I can never find it.

Purely because it could be anywhere on the forum

Re: Knowledge Base guides/Index of Help links

jonsie — Tue, 15 Nov 2016 10:45:06 GMT

Any guides are factual and correct when initiated by a community member and checked by O2, whether it's admin or fed back. I would want the guide in the KB to always be available for editing by the author and then confirmed by O2 and authenticated before the edit is accepted. Many sites have this in place so it shouldn't be difficult. As I have said before, some authors no longer contribute on here for one reason or another and those guides in particular need to be looked at for being uptodate.

Re: Knowledge Base guides/Index of Help links

MI5 — Tue, 15 Nov 2016 10:47:30 GMT

@gmarkj wrote:
Are the edits a post/reply or do they go to someone for review?
So a bit like the inappropriate content option?

It used to be that anyone could modify an article and the only option to post it was "send for review".

This would then be checked and either posted or deleted by admin, but that went away due to the change to blog style posts.

Re: Knowledge Base guides/Index of Help links

gmarkj — Tue, 15 Nov 2016 11:13:38 GMT

@Cleoriff wrote:

Seeing @gmarkj post.....I will say he has recently completed a great new KB guide. I can never find it.

Purely because it could be anywhere on the forum

Had to go on a "bear" hunt to find it as well - not in the community/knowledge base section, but under o2 products & services/apps (as it is about an o2 app...)

http://community.o2.co.uk/t5/Apps/My-O2-App-guide/td-p/1010668

and as an expansion @Fellwalker has gone into more detail about bolt-ons here -

http://community.o2.co.uk/t5/Apps/Bolt-ons-within-the-My-O2-app-MINI-GUIDE/td-p/1017022

To be honest, the index is the one that should be kept up to date with guides/articles. That should be like a contents page (or an index, if you will) which lists everything that has been written so long as it is still correct.

Depending on whether or not the original author can/wants to, the original articles being updated are the first option. Re-writing or new guides are an alternative, but only so long as they cover the topic (or at least allow for later updates).

Ideally all guides should be accessible from two sources - a central point, like the KB section (or the index) and also as part of the correct area. In the example of the My o2 app, it should be in both the apps sub-forum and the KB.

Whether or not it is a duplication (not ideal) or hosted in one place and linked to from both (better in terms of space and efficiency) is something for o2/Lithium to sort out...

Re: Knowledge Base guides/Index of Help links

Cleoriff — Tue, 15 Nov 2016 11:26:16 GMT

I store the Index guides in one link (in One Note) ...A click ....and all of them are there to access.

You are making my point exactly @gmarkj I have only once posted your guide. To find it I had to go back into the October rewards and access via Martins link. Not good enough when we want to provide info in timely manner. I have saved it to one note now....but that means there are loads of links in there...instead of one taking me directly to all of them...

Re: Knowledge Base guides/Index of Help links

Cleoriff — Tue, 15 Nov 2016 11:32:51 GMT

I have to say when @MI5 compiled all current guides under one banner it was a lifesaver for me personally.

It lists the authors so recognition is given...and access is quick.

My theory is, if I don't know where to find them....then newcomers certainly wont....

I have also said previously there should be a schedule for updating at least annually (or when new info becomes available) . This will always ensure info is current

Re: Knowledge Base guides/Index of Help links

jonsie — Tue, 15 Nov 2016 11:36:20 GMT

Seek and you will find....but if you don't know they exist then why would you seek.......?

Re: Knowledge Base guides/Index of Help links

Toby — Tue, 15 Nov 2016 11:43:26 GMT

Hi guys,

Please do let us know of any edits we need to make and we can open up editing for you on any of the content you have created. Just let us know

We do also have a Knowledge Base discussion thread here where you can flag any content we need to update.

@gmarkj, as your guide is slowly linked to the sub-guides, we are still working on it format-wise. Rest assured, it will definitely be going into the Knowledge Base when ready. Sorry if I had not made this clear

Great to see the suggestions here guys and do keep talking about this. The Knowledge Base is a work in progress, but we'll keep improving things and making it clearer, as well as making sure the Index thread is maintained. The more info you come to us with, the better we can tend to content.

Re: Knowledge Base guides/Index of Help links

Cleoriff — Tue, 15 Nov 2016 11:43:06 GMT

No time to seek @jonsie We shouldn't need to when the Help Guide system was welcomed and at the time considered the best thing since 'sliced bread' . Whilst I am all for change and welcome the KB's, The 'old' way for access 'ain't broke'

Re: Knowledge Base guides/Index of Help links

gmarkj — Tue, 15 Nov 2016 11:44:05 GMT

Completely agree @Cleoriff - the index should be the one stop shop for links to all of the guides / how-tos or anything else that gets written.
These should be checked on a fairly regular basis for accuracy/requirement and updated where it needs.
It could even be that the old guides are still referred to in the event of a current one being missed or a foot note to say that it needs to be verified...

Re: Knowledge Base guides/Index of Help links

MI5 — Tue, 15 Nov 2016 11:48:17 GMT

My point is that we need to be able to submit the edit for admin (or appointed persons) to approve.
Backwards and forwards on PM is time consuming and can sometimes be more difficult to explain.
A simple edit to the article with a short description of the edit and send for approval is all that is needed.

Re: Knowledge Base guides/Index of Help links

Toby — Tue, 15 Nov 2016 11:50:18 GMT

@MI5 wrote:
My point is that we need to be able to submit the edit for admin (or appointed persons) to approve.
Backwards and forwards on PM is time consuming and can sometimes be more difficult to explain.
A simple edit to the article with a short description of the edit and send for approval is all that is needed.

Hi @MI5,

I do agree with you in this sense with the old CKB we used. As we now use the blog platform, please PM us. Not perfect I know, but this will be the current process for now.

Re: Knowledge Base guides/Index of Help links

jonsie — Tue, 15 Nov 2016 11:54:02 GMT

I just feel that any KB thread should be available to be updated at anytime by the author but obviously subject after to being approved. A PM to ask for permission just seems to be a convoluted way of doing things at the moment.

Re: Knowledge Base guides/Index of Help links

Toby — Tue, 15 Nov 2016 12:06:28 GMT

@jonsie wrote:

I just feel that any KB thread should be available to be updated at anytime by the author but obviously subject after to being approved. A PM to ask for permission just seems to be a convoluted way of doing things at the moment.

I agree that its not the easiest way possible @jonsie, but I ask that everyone works with us on this

The approval we would need to obtain within the business for updated information in guides would take the same amount of time either way also.

I will think of some ways in which we can try and streamline this process though guys. If we can in any way, we will!

EDIT: Also guys, I have asked Martin to take a look at the Index today to see what else we need to add to the list. Do feel free to PM him with any suggestions

Re: Knowledge Base guides/Index of Help links

Cleoriff — Tue, 15 Nov 2016 12:45:10 GMT

@TobyIf @Martin-O2 is looking at the current Index https://community.o2.co.uk/t5/Other-Products-Services/Index-of-Community-Guides/m-p/638349#U638349.... will he be putting the KB guides into that one?

This is my problem... that the KB articles are all over the place?

Re: Knowledge Base guides/Index of Help links

jonsie — Tue, 15 Nov 2016 12:46:07 GMT

@Cleoriff wrote:
@TobyIf @Martin-O2 is looking at the current Index https://community.o2.co.uk/t5/Other-Products-Services/Index-of-Community-Guides/m-p/638349#U638349.... will he be putting the KB guides into that one?
This is my problem... that the KB articles are all over the place?

Exactly that ^^^