Knowledge Management User Roles

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

The following table describes the responsibilities of the Knowledge Management roles.

Knowledge Management User Roles
Role	Responsibilities
Knowledge Management Process Owner	Accountable for the definition, management, governance and improvement of the KM Process Ensures that the KM process and working practices are effective and efficient Ensures that all stakeholders are sufficiently involved in the KM process Ensures that (business) management is sufficiently informed as to the volume, impact and cost of Knowledge Ensures tight linkage between the KM process and other related processes
Knowledge Manager	Implementation and ongoing management of the Knowledge Management process Championing the Knowledge Management process with people at all levels Management of Knowledge Analysts Ensuring process efficiency and consistency Final QA and approval of all Knowledge Submissions Deciding the scope of publishing (external and / or internal) Continual improvement of the Knowledge Library and process Fast tracking urgent 'Hot News' notices through the KM process Reviewing KM reports Identifying, allocating and tracking continual improvement actions and maintenance activities
Knowledge Expert	Reviewing and amending Knowledge Submissions Rejecting Knowledge Submissions based on technical content Assisting with reviews of Knowledge Documents for currency and relevance
Knowledge Analyst	Administering the KM process Reviewing Knowledge Candidates for basic content, spelling, format, readability, duplication and editing to achieve a consistent quality level Rejecting inappropriate or duplicated Knowledge Submissions Co-ordinating Knowledge Expert reviews and reviewing Knowledge Document feedback and identifying improvements Producing and distributing KM reports Driving periodic reviews of Knowledge and co-ordinating and / or performing improvement actions Retiring Knowledge Documents no longer deemed relevant
Knowledge Contributor	Identifying Knowledge Submissions Identifying changes required to existing Knowledge Documents Submitting new or revised Knowledge Submissions Assisting with reviews of Knowledge Documents for currency and relevance
Knowledge User	Maintaining awareness of the KM facilities Searching the Knowledge Base for solutions Providing feedback on Knowledge Documents Note Self-Service will only access the Knowledge Library Operator record search will access Interaction, Incident, Known Error and Knowledge libraries

Role

Responsibilities

Knowledge Management Process Owner

Accountable for the definition, management, governance and improvement of the KM Process
Ensures that the KM process and working practices are effective and efficient
Ensures that all stakeholders are sufficiently involved in the KM process
Ensures that (business) management is sufficiently informed as to the volume, impact and cost of Knowledge
Ensures tight linkage between the KM process and other related processes

Knowledge Manager

Implementation and ongoing management of the Knowledge Management process
Championing the Knowledge Management process with people at all levels
Management of Knowledge Analysts
Ensuring process efficiency and consistency
Final QA and approval of all Knowledge Submissions
Deciding the scope of publishing (external and / or internal)
Continual improvement of the Knowledge Library and process
Fast tracking urgent 'Hot News' notices through the KM process
Reviewing KM reports
Identifying, allocating and tracking continual improvement actions and maintenance activities

Knowledge Expert

Reviewing and amending Knowledge Submissions
Rejecting Knowledge Submissions based on technical content
Assisting with reviews of Knowledge Documents for currency and relevance

Knowledge Analyst

Administering the KM process
Reviewing Knowledge Candidates for basic content, spelling, format, readability, duplication and editing to achieve a consistent quality level
Rejecting inappropriate or duplicated Knowledge Submissions
Co-ordinating Knowledge Expert reviews and reviewing Knowledge Document feedback and identifying improvements
Producing and distributing KM reports
Driving periodic reviews of Knowledge and co-ordinating and / or performing improvement actions
Retiring Knowledge Documents no longer deemed relevant

Knowledge Contributor