2020 KnowledgeBase (KB) User Group Meeting
If you were unable to attend the 2020 KB User Group Meeting, or if you just want a refresher on a particular session, you may view all recorded presentations below.
Note: All Blackboard recordings include the ongoing session chat. To view the chat, click on the purple tab in the lower right-hand corner of the video window. You will see all chats from the session, with future chats being grayed out and the "current" chat message at any point in time being highlighted.
- Structuring Your Online Content
- If the Suit Fits...Transitioning KB Duties to the Service Desk
- Creative Applications of the Topic SuperDoc Feature
- Improving KB Search with AI
- KB Usage During COVID-19
- Strategies for Building Your Topics Tree
- Turning Boring Data Into Exciting Visualizations with GIS
- Gaining Insights with Google Analytics Dashboards
- Closing Words and How to Stay Engaged
Structuring Your Online Content
Knowing what you need to document only half the battle; figuring out how to write it with your users in mind is crucial. In this session, we'll explore techniques to help your viewers easily understand and use your online content.
If the Suit Fits...Transitioning KB Duties to the Service Desk
We'll hear about the process and lessons learned as the University of Illinois Technology Services transitioned their KB duties to their Service Desk. Learn how to define roles and responsibilities related to KB stewardship, gain insights on how to build KB skills, both hard and soft, and see how KB roles and responsibilities can be distributed across a team.
You may also view these session slides as a PDF.
Creative Applications of the Topic SuperDoc Feature
The Topic SuperDoc is a lesser-known feature that can be leveraged in creative ways to enhance your site navigation and maximize the usefulness of your site topics tree. We'll take inspiration from some specific examples currently in place in a few KB sites.
Improving KB Search with AI
The current KB search engine has served our user community well for over a decade and a half. But as the scale of the KB continues to grow each year, we are faced with a set of challenges in terms of content discovery. Weizhong will be exploring and demonstrating ways to leverage AI and deep learning to improve search in the KB. We'll also delve into ways that AI can potentially be used to aid in keyword generation, as well as a look at what AI-generated content looks like!
KB Usage During COVID-19
The COVID-19 pandemic affected the operations of every campus in the country and sent faculty, staff, and students into a new, 100% remote environment with little warning. We'll take a look at some key stats to show how the KB proved to be a key resource to our campus users, and we'll hear from the University of Maryland Engineering IT group about how they accelerated the growth of their KB during this challenging transition.
Part 1 - General Analytics and Usage Metrics
Part 2 - University of Maryland Engineering IT KB Adoption and Strategies
Strategies for Building Your Topics Tree
We'll discuss some key strategies for building our your site topics tree in a way that your users will understand, as well as methods for evaluating its effectiveness.
Turning Boring Data Into Exciting Visualizations with GIS
Join us as we use GIS to visualize the KB’s search log data activity for the year 2019 and cover the topics of data preparation, software for visualization, and next steps to improve the current map.
Gaining Insights with Google Analytics Dashboards
You are probably already familiar with the stats found in the KB Admin Tools, but there is a wealth of information that can also be found in Google Analytics. While Google Analytics can be overwhelming, we now have the ability to distill key reports and charts for you with dashboards. We'll explore the options available and discuss what data would be the most valuable to you.