Comments on: Which Help Desk to Use to Build a Knowledge Base? http://foliovision.com/2007/08/27/which-help-desk-to-use-to-build-a-knowledge-base/ Making the web work for you Fri, 05 Sep 2008 21:47:50 +0000 http://wordpress.org/?v=2.2.3 By: alec http://foliovision.com/2007/08/27/which-help-desk-to-use-to-build-a-knowledge-base/#comment-1070 alec Thu, 30 Aug 2007 10:14:58 +0000 http://foliovision.com/2007/08/27/which-help-desk-to-use-to-build-a-knowledge-base/#comment-1070 Glad to see you stop by, Sara. I've added a suggestion for improving Ask Me into the article and emphasised the starting point of a WordPress site. We are working on a directory of all commercially viable WordPress plugins, along with suggested donations. We'll probably be including Ask Me there - it would be great to see an enhanced version. One could either use categories or tags (or both) for the filtering of the Ask Me answers. Categories would probably be easier to implement and a little less confusing.   <hr> For larger projects, someone reminded me about how effective it can be to use a forum as a searchable 24/7 help desk rather than a knowledge base. That's probably a pretty good way to go. The old iView MediaPro forums (pre-Microsoft purchase) are a prime example of the depth of information which a forum can hold. But installing and managing a forum for a smaller project or something which should have a more personal feel is overkill. Glad to see you stop by, Sara.

I’ve added a suggestion for improving Ask Me into the article and emphasised the starting point of a WordPress site.

We are working on a directory of all commercially viable WordPress plugins, along with suggested donations. We’ll probably be including Ask Me there - it would be great to see an enhanced version.

One could either use categories or tags (or both) for the filtering of the Ask Me answers. Categories would probably be easier to implement and a little less confusing.
 

For larger projects, someone reminded me about how effective it can be to use a forum as a searchable 24/7 help desk rather than a knowledge base. That’s probably a pretty good way to go. The old iView MediaPro forums (pre-Microsoft purchase) are a prime example of the depth of information which a forum can hold.

But installing and managing a forum for a smaller project or something which should have a more personal feel is overkill.

]]> By: sara http://foliovision.com/2007/08/27/which-help-desk-to-use-to-build-a-knowledge-base/#comment-1068 sara Thu, 30 Aug 2007 08:05:33 +0000 http://foliovision.com/2007/08/27/which-help-desk-to-use-to-build-a-knowledge-base/#comment-1068 Thanks for mentioning the Ask Me plugin Alec. It definitely isn't a help desk now, but it could have the ground work there and easily be modified to do that! Thanks for mentioning the Ask Me plugin Alec. It definitely isn’t a help desk now, but it could have the ground work there and easily be modified to do that!

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