The circle of internal communication
Jean Tagliamonte, Chad Fust · 2011
It was apparent that the knowledge base in our ticketing system was both woefully out of date and hardly used. The problem was that nobody owned the process and the users of the system had been jaded by missing or out-of-date information. In this paper, we describe the process of cleaning up the out-of-date knowledge base and reinventing the process to encourage use of a valuable tool.