You can easily capture valuable contributions from you subject matter experts in a controlled workspace. By creating a designated section that is accessible only by your authors and reviewers, you can manage and publish internal contributions.
This will help you understand what happens after you submit a draft, who should be responsible at each step in the workflow, and how to best optimize your work to make it easy to collaborate, share, and manage contributions. In this tutorial, we will provide you with instructions on how to set up a standard publishing workflow in MindTouch so that you can:
- Effectively employ Knowledge-Centered Services (KCS) best practices to capture and reuse knowledge
- Empower subject matter experts to contribute and collaborate to improve knowledge content quality
- Show managers (in departments like support, knowledge, product, and techcomm) how to track and manage knowledge contribution
A support agent is hit with a difficult question. Whether it is because the product's documentation is incomplete, out-of-date, or missing, the support agent has to create a new solution to help answer a customer's question. To capture and reuse this knowledge, the agent saves this solution as a semi-private draft that must be approved before it can be made public.
- The support agent can share this solution with a customer by providing them with the URL (as the draft is still in semi-private and not yet accessible to the public).
The editor receives an auto-generated notification to review this solution. Once it is polished, the editor can either (depending upon your workflow) pass it along to a publisher or release it to the public directly.
A technical person, such as a developer or engineer, creates a bare-bones "just the facts" draft article which is extremely technical and may not be easy for the general public to follow. The editor receives a notification and then polishes this article so that it is more consumable and easy to understand.
A subject matter expert wants to make improvements to existing documentation and can do so by creating a draft copy. Once the draft is complete, the subject matter expert passes it along to an editor who then cleans up the article and adds any necessary rich media. Depending upon your workflow, the editor can either release the article to the public or pass it along to the publisher who can then do a copy-with-overwrite* (to prevent duplicate articles) and publish the latest article version.
|Article Permissions Level||Semi-Private||Semi-Private > Semi-Public|
|Article Stage Transitions||Stub -> Draft||Review -> Final (Publish**)|
|User Case|| |
The author may create a new article or edit one that already exists. Articles that are created by the author are usually early-drafts.
The publisher is the owner of the documentation. They will incorporate articles that have made it through the editor's review process into the main documentation sections.
The Basics: Permission Levels
Now that you have a basic idea of who is involved, how content should flow, and the transition process lets give you a quick overview of what permission levels are and why they matters in the publishing workflow. To start, MindTouch offers four different permission levels: Public, Semi-Public, Semi-Private, Private. Depending on which permission level is assigned by the site administrator, it will affect how a knowledge article will show up in searches, navigation, and which users have access.
Structure / Configuration
You must be an Administrator to complete this step.
Step 1: Navigate to your site homepage
Step 2: Click "New Page"
Step 3: In the template selector, select "Knowledge Base". Click Next.
Step 4: Click Save
Step 5: Click Page Options > Restrict Access
Step 6: Select Semi-Private permission and Add user grants for Author as needed
Creating a New Draft
To create a new draft, Authors should go to the Private section and click on the New Page button located at the top left section of the site. Once selected, this will leverage the LightSpeed Framework's draft templates and create a new draft with an article stage that will automatically be set at Stub.
Step 1: Navigate to the Private Section
Step 2: Select "New Page" or click on "Create New Draft" to add content to that page.
Editing an Existing Article
The public section is restricted so that only the Publisher can edit it directly. However, if subject matter experts want to improve existing documentation to make it more customer-friendly, they should take this particular step: If an employee sees an article that needs to be improved, they can clone the article into the Drafts section by clicking Page Options > Copy Page.
After you click Copy Page, the following popup will show up. In the Page path, select "Private" as the location for the article. Once the cloned article has been copied into the Drafts section, your users can edit the content as needed.