Custom Knowledge-Pak Development
Getting Started
This page will give you an overview about how we work with you to
create your custom content. We will let you know what you can expect
from RightAnswers and we will help you identify the material you
will need to supply us to get started.
Our goal is to make it as easy and simple as possible so that there
is a smooth transfer of knowledge from you to us. The process is
designed to allow us to create high-impact, user-friendly solutions
with minimum input from you and your support staff.
Understanding your content
Everyone knows the 80/20 rule: 80% of the benefit is derived from
20% of the effort. Support content is no exception. Most organizations
have naturally identified their most frequently used solutions
and may have those solutions in any number of written formats.
Some use professional publishing tools such as Adobe FrameMaker,
others use word processing programs such as Microsoft Word, and
still others use the problem resolution field in their call management
system as their knowledge repository. Some have an internal support
web page, which may contain a series of solutions in one or more
HTML pages. Even if your content is only available as hard copies
with no electronic equivalent, we can help.
Your solutions may also contain screenshots or other graphics and
they may contain links to web pages. All of these enhancements are
supported by RightAnswers. We will use those that you supply and
we may suggest additional enhancements for you to approve.
Initial Analysis
We begin the authoring process by reviewing a representative sample
of your current material. With a sense of the material in hand,
we will discuss with you the following and other elements as well:
 Who
is the audience for these custom solutions?
What
is the range of computing experience and expertise of your audience?
What
type of computing environment does your organization have?
Is
this designed for use by end-users directly or is it intended for
use by support analysts?
Timing
With a good understanding of your content, we can then discuss
a timetable for delivery. Depending upon the flow of content
you are able to provide, our typical project is measured in weeks,
not months.
Structure (taxonomy)
In addition to being able to search for solutions using a search
engine, being able to "browse" your content is a key
means by which solutions are found. To facilitate this ability,
your content must be organized into some type of logical structure.
Similar to Windows File Manager or Folders in Outlook, your Knowledge-Pak
is much more accessible when it is organized and "browsable",
as well as searchable.
If your material has an existing structure, we will use that as
the basis for your custom content. If there is not an existing organization
or structure for your content, we will analyze the material you supply
us and propose a structure to you before proceeding.
Author and Publish Solutions
Our writers will convert your content into solutions that have a
consistent, professionally authored look and feel. The solutions
will be divided into one of the following types:
Problems
Usually paired with a "How To" when there is the inability
to complete a task as expected.
Error Messages
The Windows XP equivalent of the "Red circle with the white
X".
How To's
Basic instructions about how to complete a certain task.
During the review process, our authors will point out areas where
a screenshot or link will enhance the value of the solution. We will
also have you clarify anything that is unclear or that we feel may
be problematic with any particular solutions.
Review and Change Process
As part of the authoring process, you will be able to review the
solutions and make changes before they are actually published.
You will be able to make these changes by either using the built-in
feedback mechanism or by contacting your RightAnswers Knowledge
Engineer directly. We will then confirm these changes with you
and publish or re-publish the updated solution. Upon approval,
Knowledge-Paks Online clients will have access to the new content,
and Knowledge-Paks Onsite clients can either have the content available
via CD or through our FTP site.
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