Hi everyone,
Not sure how many of you this falls under here in the Technical forum, but I have some questions in regards to KB’s and documentation.
How do you go about maintaining and creating documentation around your specific Tess business practices for your user base? We currently take advantage of the Tess Help System and webinars etc. but need a more robust way of communicating, creating, and maintaining our own internal standards.
By biggest question is, what software do you use for this?
Word documents just don’t seem to cut it and can get messy pretty fast once you start hyperlinking to other documents. I also find people are very unlikely to use them and are often confused by which doc they need and how to find it. I tried placing some stuff the (?) in the client which I thought was a genius move but didn't really help as much as I would have hoped.
I experimented with MediWiki a little while ago which was great, but a bit labor intensive and not that user friendly for the non-techy when trying to maintain articles (the idea being that departments maintain their own stuff for the most part once it’s up and running).
Then there is SpiceWorks, which we use for our IT Help Desk. It has a KB function but I don’t find the layout all that appealing.
I guess in a perfect world I want something that is laid out like a wiki, possibly has a collaboration space, and is as easy to use as a word doc in regards to creating content.
Tell me Tessiturians….does anyone know if this magical product exist? Am I asking for too much?
Tash
Hi Natasha,
We've have been using Atlassian's Confluence for the last 6 months or so, and like it very much. We've segmented out different parts, too. For example IT has a KB section and a private Technical documentation section, where we document web builds and functionality.
I've also begun using it for all sorts of other projects, as a means of collaboration...and we're discussing launching it company wide as our new intranet...but we're not there yet.
Anyways, its an excellent product and free to non-profits who apply, and meet a handful of requirements.
James