The purpose of Knowledge Base Documentation Services is to ensure that accurate, accessible and approved information is available to the University of Louisville community. These services support technology implementations, user support, and institutional transparency by providing a centralized repository for guides, FAQs, policies and documentation.
Overview of Service
Knowledge base management is overseen by designated communications contacts and directors, with content creation and review processes aligned to university standards. The service covers the submission, review, approval and publication of new or updated information and documentation in the university’s knowledge base.
Key Features:
- Submission process for adding or updating knowledge base articles
- Review and approval workflow for all documentation
- Support for written content, graphics, and multimedia
- ADA compliance review for all published materials
- Guidance for content creators on clarity, audience targeting, and format
- Annual review and update of recurring or evergreen content
Benefits:
- Ensures users have access to accurate and up-to-date information
- Promotes consistency and clarity in university communications
- Supports compliance with accessibility and institutional standards
- Reduces support requests by providing self-service resources
- Facilitates successful technology adoption and user engagement
Service Details
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Core Activities:
- Submit new articles or documentation for review and approval
- Edit and update existing knowledge base content
- Ensure ADA compliance for all documents and attachments
- Coordinate with communications contacts for content approval
- Provide guidance on content structure, clarity, and audience targeting
- Schedule annual reviews of recurring or evergreen content