How and why to implement Knowledge Management

Mathias Revelen, Michael Shaugnnessy

July 2015


Knowledge Management (KM) is a discipline that has existed since the beginning of the nineties yet it still sometimes feels like, and is treated like, a new idea. This article explores the reasons for this current state of affairs and tries to identify the underlying cause, or causes, for its lack of support. It seems that many companies are slow to adopt systems of KM and view them with skepticism. Others dismiss them outright before even attempting them. But why are companies skeptical about KM in the first place? There must be a common reason for its failure in so many situations. These are the questions this article seeks to answer.
In addition to readings from experts in the field, information for this article was drawn from the personal experiences of the authors as well as from interviews with an expert and the results of a general survey. Since there are many articles and studies on KM, we chose to focus on a few relevant articles that provided valuable and comprehensive information. Moreover, if we had had more time and resources, we could have conducted a survey on a wider panel of companies.

Read the full article (PDF): How and why to implement Knowledge Management

Improving documentation tools and processes for internal users

Dana – Maria Robu, Elise Roscillo

July 2013


Both companies, SFR (Second French Telecom Operator) and SNCF (French  National Railway Company), create documentation for internal users (Business Customer Services for SFR, SNCF agents). There are various types of documentation, such as procedures, handling notes, pedagogical sheets at SFR, and guidelines and procedures for corporate use at SNCF. All this documentation is created using templates, but not structured content.
Our work consists in proofreading, correcting the documentation, and publishing it on an internal online repository. Through analyzing the content stored on this repository, we noticed that users who write it are not technical writers. They do not master writing tools or they do not follow any rules set out in the guideline standards. This leads to a lack of coherence and efficiency in writing, difficulty in finding quickly the useful information and in overall a lack of consistency.
In the first part, we will focus on how to improve the existing documentation base through the creation of aid directories, such as user guides, beginner’s guide, webhelp, etc., to ensure the adoption of proposed tools and guidelines, and to get editorial feedback on these practices.
In the second part, as content designers, we will identify directions to enhance the role and importance of the technical writer in both companies. In order to highlight his added value and expertise, we will give highlight to streamline and simplify the writing process.

Read the full article (PDF): Improving Documentation Tools and Processes for Internal Users

3rd International Conference on Technical Communication – Information models and knowledge management (2013)

Patricia Minacori, le laboratoire de recherche CLILLAC-ARP, de l’Université Paris Diderot, en association avec STC France et CRT sont heureux de vous accueillir, à l’amphi Buffon, 15 rue Hélène Brion, 75013 Paris, entrée libre.

samedi 26 janvier 2013

3rd International Conference on Technical Communication

Modèles d’information et mutualisation des bases de connaissances

DITA or not DITA (les débats sont lancés !), les recherches sur les modèles d’information pour améliorer les pratiques et les outils.

Mutualiser les bases de connaissances pour répondre à des situations de complexité, créer des ontologies pour représenter les connaissances et aussi mettre en place des outils d’aide à la rédaction.


9h30 – 10h Accueil des intervenants et des participants
10h-10h30 Ouverture du colloque : la communication technique à l’épreuve de la complexité [PDF]

Patricia Minacori, Directrice du Département professionnalisation, Paris Diderot

10h30–11h00 Quelle stratégie adopter pour garantir l’adéquation entre contenu et modèle documentaire ?

Jérémy Dubaut, Ingénieur documentation, Liebherr-France

11h00–11h20 Les projets de recherche des étudiants du M2 CDMM

Virginie Ahrens, Technology Manager, IBM France, Professeur associé Paris Diderot

11h20-11h50 Modéliser la documentation avec DITA dans un environnement Agile

Andy McDonald, TECH’ advantage

11h50-12h20 Gestion des taxinomies dans un contexte de réutilisation des contenus [PDF]

Camille Begnis, NeoDoc

12h30-14h00 Déjeuner
14h00-14h30 Démarche et pratiques collaboratives dans le France Lab d’IBM

Virginie Ahrens, Technology Manager, IBM France, PAST Paris Diderot

14h30-15h00 Méthode de création d’ontologies [PDF]

Mariam Gawich, Université Française d’Egypte, Le Caire

15h00-15h30 Favoriser la captation et la collaboration pour construire une véritable chaîne de production documentaire.

Nolwenn Kerzreho, Componize Software, PAST Rennes II

15h30-16h00 Luna : outil d’aide à la rédaction technique

François Ruty, Luna Technology

16h-16h30 Les projets de la STC

Débats et conclusions