1. Context
During a short-term contract with the Change team at Government Technology Platforms (GTP), I led a knowledge management initiative. After several restructures, the 600-strong organisation needed to standardise internal knowledge creation and governance.
2. Objectives
My objectives were to improve the processes and materials within their SharePoint knowledge management framework. I focused on what I could build to enable consistent, clear, scalable and sustainable knowledge creation. My priorities included:
- Self-serviced, collaborative knowledge creation.
- Standardisation of content and design: knowledge type templates, categories, content and UX patterns, a writing guide.
- Improve SharePoint UX and navigation.
- Developing a content governance workflow that clarified roles and responsibilities.
- General uplift and education of teams and subject matter experts on the importance of clear and accessible content.
4. My process
- Audited existing onboarding and knowledge resources, identifying inaccurate and unreadable content and off-brand graphic design.
- Defined obvious inefficiencies and pain points in knowledge creation processes for key stakeholders.
- Identified where I could disrupt the dysfunction and empower content champions/authors through governance levers.
- Identified key knowledge types and the content patterns to support clarity and usability.
- Aligned deliverable artefacts and processes to the business’s strategic pillars and NSW Government Knowledge Management Strategy.