One of the most commonly phrased questions from white collar workers is “How do I . . . ” There are many solutions offered to this problem — ranging from the ad hoc to the highly systematic.
A good place to start is to ask, “How often is a particular question asked?” This is advisable because there’s more to answering the “How” question than meets the eye. The answer must be vetted by someone — even if that’s the owner or a designed subject matter expert (SME). One vetted, it must be maintained. Procedures — especially semi-automated procedures — change over time depending on turnover, availability of automation, software upgrades, product offerings and more. Putting the question and answer on the intranet is a commitment. A common malady among intranets is allowing knowledge to go stale, which is a major cause of viewer declines and/or disaffection.
For some organizations, just identifying an answer source (person, phone number, or page in a manual) is a good start. Effort should be focused on areas with the greatest need.
When it makes sense, step up to using the intranet for Just in Time eLearning. This can be delivered as a one-off web page, an intranet blog post, or a deep link into a Learning Management System (LMS).
Credit: Starmanseries via Flickr