Knowledge Management Style Guide: System revamp

 
 

Summary:

Staples’ Knowledge Management system is the main resource for frontline agents. It contains articles that can be searched for and then used to help customers on the phone. The system was very difficult to manage because administrators came from different business units and all had different needs. My role was to come up with a system to improve its functionality. I devised a plan to improve search results by utilizing custom article summaries already in use. Then improve article formats by creating templates for the two main categories; “Step-By-Step” and “Knowledge Base” articles. Pictured here is the style guide used by system developers to revamp their existing articles.
Note: some content is blurred to protect Staple’s processes.

Project info:

    • Style guide and process development

    • Interviewing SMEs

    • Graphic design

    • Project management

    • InDesign

    • Minor HTML

    • Internal proprietary systems

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Style guide intro: Outlines how to implement and use article examples

Style guide intro: Outlines how to implement and use article examples

Step-By-Step article guide

Step-By-Step article guide

Knowledgebase article guide

Knowledgebase article guide