Help Console Knowledge base Repository: The Ultimate Cheat Sheet on Knowledge
Why a Knowledge base?
Corporations are often posted by the challenge when it comes to collaborative asynchronous learning tools used for corporate training. From a business context, an asynchronous tool can be a website, LMS or even a simulator application. There are various possible tools that would encourage the usage of an asynchronous learning, but for employees to take some genuine interest in the tool, its usefulness would have to be evident. The learning management tool must be financially lucrative, knowledge expansive, allows collaboration of users, accessibility for geographically dispersed employees and a solution that maximizes transfer of knowledge. The stakeholders that are affected by the lack of a knowledge repository to enable learning are Executive team, Middle level management and other entry level Employees.
To enhance the “training and re-training process” for the internal employees of a corporate firm, I am introducing the Knowledge base Help Console solution, developed by Browse Labs. (Emasealu, 2016) Help Console is a web based help system which allows companies in various industries to create a professional user manual or knowledge base for their training needs. This piece of software is not only to be used for employee training; its multifaceted capabilities can be leveraged to train clients and other stakeholders as well. This versatility of the product sets up Help Console to be the perfect solution to deliver the requirements posed to solve our knowledge gap problem.
Help Console allows its users to create a knowledge base which is a dynamic web-based authoring tool that can be utilized for training and documentation. To put the problem into perspective, many corporate software development firms come out with releases or new iterations of their software on a monthly, quarterly or yearly basis, keeping users and staff up to date with each iteration, is time consuming, expensive and resource heavy, if a knowledge base repository is created using Help Console, administrators/trainers can update and add articles, training videos and share files from anywhere and anytime. Its mobile friendly, file sharing, multi-language and multi-author capable environment poses itself as a lucrative training option for any organization.
To justify the selection of a knowledge base as a solution, external sources such as a report written for the Frontiers in Education Conference, in contribution from various authors, an article discusses the “Content Management Model”. (Isabel Cristina Gómez G, 2014) Using this model and the correct web based learning tool, allows for a process that enables the use and application of various trainers’ work methodologies which can make the content access easier for trainees. Trainees can thus utilize inquiry based learning to retrieve content which is relevant to their learning outcome. Inquiry-based learning is an educational strategy in which trainees can follow methods and practices similar to those of professionals in the field, in order to construct knowledge. (Pedaste, 2015)
Why Use the Help Console Product?
From the perspective of Inquiry-based learning it is not ideal solely to depend on the learner’s willingness to be the self-driven learner. Having an online platform which allows for multiple avenues to retain learner’s attention, is ideally what is required to replace the physical presence of a trainer. This is possible because Help Console provides various “Visual and Tactical” ways to keep the learner interested. (Dirksen, 2016) In order for the human intervention to be removed from the equation, motivating learners is a big factor. This belief or self-efficacy can be driven by a knowledge base that is geared towards the learner’s success.
Additionally, the ability of adding training content alongside mock exams will allow learners to test their newly acquired skills, thus intrinsically producing motivation. (Dirksen, 2016) According to the Technology Acceptance Model (TAM) adult learners, need to believe that the software is actually useful and that it won’t be a major pain. (Dirksen, 2016) This mentality can be developed over time as the trainees eventually become trainers (authors) contributing to the knowledgebase itself. As trainers, one can easily identify the trivial manner in which knowledge can be transferred onto others using the knowledge base.
Also, allocation of training resources into a repository automatically imposes a monetary cost reduction when knowledge that is currently transferred via staff intervention, is provided via an online system instead. This specific benefit is most lucrative to the Executive and Middle Management stakeholder group. For the minimal cost that Browse Labs. Inc charges for this product, Help console boasts a very strong and secure database monitoring system which keeps logs of actions performed by authors. These logs are also kept in back up databases that can be retrieved for future reference. The platform also has the ability to monitor user’s views, searches and offline activity tracking by identifying source IP address. Internal administrative users can also block functionality based on security groups which can be applied at a very granular level, thus restricting access to specific modules. To alleviate external threats, Browse Labs maintains a secure cloud environment, protected the virtue of firewalls and IP Security rules.
Overall accessibility of the platform, content re-usability functions and many other offerings mentioned throughout this blog post, sets Help Console up to be a very competitive, secure and powerful platform for end user training.
What does it look like?
Dirksen, J. (2016). DESIGN FOR HOW PEOPLE LEARN. of Pearson Education.
Emasealu, H. (2016). Training Librarians for 21st Century Repository Services: Emerging Trends. Issues in informing science & information technology education, 187-194.
Help Console Version 7. (n.d.). Retrieved from Extreme Ease: http://www.extremeease.com
Isabel Cristina Gómez G, A. G. (2014). Design of a competences-based teaching model., (pp. 1-7).
Javier Garcíaa, A. A.-I. (2011). Design guidelines for software processes knowledge repository development. Information and Software Technology, 834–850.
Pedaste, M. (2015). Phases of inquiry-based learning: Definitions and the inquiry cycle. Educational research review, 47-61.