Unison KnowledgeBase

The central store of all documented, recorded, or otherwise digitised corporate knowledge is held and accessed by Unison KnowledgeBase - succinctly put it is your database of knowledge for your organisation.

It is 'content neutral'; that is, anything from electronic drawings, maps, minutes, policies, movies, and sound can be stored. All content can have a title, versions, authors, publication dates, reviews, meta-data, keywords and FAQs associated with them - all are discoverable and accessible within a securable framework.

KnowledgeBase FAQs are the pointers to the right answers within your organisation. Those answers can be: simple one line answers, a link to a web page, a policy document, a list of expert staff, or a detailed decision tree that steps the customer through a question and answer session.

FAQs can be thought of as alternative titles, or pointers to specific information in content scuh as MS Word documents or web pages. They take you straight to the information you seek.

The system is clear, comprehensive, and easy to administer. Set authorship, publication and expiry schedules, and stack future versions while retaining all past versions with their review and approval cycles; this ensures you can deliver the right information, to the right people, at the right time.

Features

      

Benefits

Familiar 'File Browser' look and feel

  

 

Minimal user training is required when users find a system intuitive, and user-confidence is increased
         

Securable Content folder hierarchy

  

 

Gather all of your organisation's knowledge, from information locked in people's heads to disparate documents scattered around your organisation, into one central repository and control access through security settings. This facilities the movement away from information "hoarding", and helps to ensure single-sources of information for reference.

Create and search on keywords, metadata, and key-descriptors (FAQs)
         

Allow users to easily discover and access organisational knowledge from central repository; thereby ensuring only accurate and relevant information is found

  

 

Users prefer a range of different methods to finding information- KnowledgeBase understands this and offers many ways to allow staff to find their answers quickly (A-Z, keyword search, FAQs, taxonomy, Categorisation). Maximise first call resolution by ensuring your staff have easy access to the right information.
         

Simple administration facility to make it easy to add and update FAQs

  

 

Administrators are able to easily add and maintain FAQs. Because information is kept current your staff have confidence in the service and answers they provide to customers
         

KnowledgeBase is content neutral so you don't have to re-create documents

  

 

KnowledgeBase FAQs are simply pointers into content already in your repository. KnowledgeBase accepts content in all types; this way, you determine the best format for your answers. The source for an answer to an FAQ can be a document, a URL, simple text, or a complex decision tree. These days information comes in all forms - don't be limited when searching for an answer; the end game is to find information quickly.
         

Scripted FAQs record decision tree routes and record the answers provided to the customer

  

 

Staff are able to follow a decision-tree model when answers are not cut and dry. Reduce training required by providing the model for reference for inexperienced staff. Ensure complex questions receive the same degree of accuracy and efficiency as more simple questions.
         

Notifications triggered by Review By dates and Expiration dates

  

 

KnowledgeBase will contact you when content needs reviewing, and when content is due to expire. These tools allow you to ensure that your active content is consistently maintained, up to date, and relevant. The system automatically removes all expired material from users' view.
         

Version control all items, and use publication queuing to control release of future versions

  

 

Maintain and administer all relevant versions of your content and potentially, stack future versions to be released automatically as live content. Maintain important document versions for referral at anytime. Reduce the burden of last minute content updates and create confidence that live material is always up to date.
         

Reference and search URLs external to KnowledgeBase

  

 

KnowledgeBase allows you to reference and discover external URLs pertinent to your organisation's operations; acknowledging that organisations now rely on information from many sources, further then what is found internally.
         

Distribute content to staff prior to release

  

 

Brief staff using the Memo Manager. You can distribute content before it goes live, to brief your team and ensure staff are aware of upcoming changes before they happen. KnowledgeBase will also mandate signoff to indicate that it has to be read, giving a clear audit trail of "who knows what"
         

 

Customer Successes

NZTA
NZTA use the memo sign-off facility to ensure staff have read and understood all new policy and procedure items. They also utilise the KnowledgeBase discovery features in their call centre for all enquiries.

Ministry of Social Development
StudyLink and Work and Income Frontline use Memo Manager to distribute information. This relieves "email hail" across the organisation and channels the right information, to the right people, at the right time.

Manawatu After-hours Service Centre
Hosted by Palmerston North City Council, this after-hours call centre serves 10 local authorities, and has content specific to each council, all easily categorized and discoverable.