The purpose of this document is to provide a high-level process flow on the Knowledge articles process so that any employee can create a Knowledge article. Each Knowledge article type has an associated work instruction that provides more details into the creation of each article.

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All areas of the organization are affected by this procedure.

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Author - writes the article and prepares it for review Owner - is accountable for ensuring that the Knowledge articles are accurate and followed CI/QA - Continuous Improvement/Quality is responsible for reviewing and approving all Knowledge articles prior to publishing

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N/A

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Owner and/or Author:

1. Define the Purpose and Scope: Clearly outline the purpose of the knowledge article and the scope it will cover. This helps in setting the expectations right from the start.
2. Identify the Audience: Determine who the knowledge articles are for. This could be for internal team members, customers, or partners. Understanding the audience will guide the level of detail and complexity of the articles.
3. Select a Template: Use the correct standardized templates from the template list to ensure uniformity. Each template has sections for the title, purpose, and any other relevant information.
4. Set Quality Standards: Define quality standards for the articles, such as readability, accuracy, and completeness. Ensure that each article meets these standards before it is published.
5. Create a Meaningful Article: Craft a knowledge article that is clear enough to be used as a training tool for a new employee. Attachments can be used to support the article but will not work as the body of the article.
6. Review and Approval Process: Once the article is complete, save the work and place the article into “Review” status to prompt for a review and approval. All knowledge articles are vetted for accuracy and relevance before they are published.
7. Maintenance and Review: All articles should be updated immediately upon a change to a step or condition in the published article. All articles default to an annual review date, typically one year from the Published date. Establish a process for regularly reviewing and updating the knowledge articles to keep them current and relevant.
8. Feedback Loop: Create a process for receiving feedback on the knowledge articles from users and incorporate this feedback to improve the content.
9. Metrics and Reporting: Define key performance indicators (KPIs) to measure the effectiveness of the knowledge articles, such as usage statistics, user satisfaction, and impact on issue resolution times.
10. Publishing: Current repository for all Published Knowledge articles is Halo. Remember, the goal is to make information easily accessible and useful for the intended audience. By following these steps, you can create a robust SOP that will enhance your organization’s knowledge sharing and management.

All related articles for creating Knowledge documentation can be found in the Relationships area of this article.

Approvers:

1. Establish Roles and Responsibilities: Assign specific roles and responsibilities to individuals or teams responsible for, reviewing, and approving the knowledge articles.
2. Reviewing and Approving: The Reviewer is responsible for checking against the criteria established in the Knowledge Documentation Standard – see the link in Relationships.

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1. A succesfully approved and published Knowledge article

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• EXTERNAL only – N/A

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1. Link to process map.

Note: Please add KB relationships to core process, process. SOPs or other WIs on the right.