Two years ago, DELTA LearnTech implemented a new knowledge management practice based on the Knowledge-Centered Service (KCS) methodology. We recently encountered our first big challenge with the new workflow via our upgrade cycle to Moodle 4.3, which came with big changes to the user experience and documentation. As a follow up to our 2023 UNC CAUSE presentation, find out how we adapted our process due to this major technology upgrade by empowering our colleagues to take more agency over knowledge management. This lightning talk will target those in help desk/support roles. We’ll provide context on where we are in our knowledge management journey. We will share why our prior workflow wouldn’t address the Moodle upgrade cycle and explain how KCS continues to guide us in our decision making when planning for content updates. The talk will further the attendees’ awareness of KCS and spotlight the benefits of having a flexible knowledge workflow that empowers support agents in day-to-day work. Participants will see the positive impact of having more contributors with greater agency over the process. In closing, we will share some of our current takeaways from the updated workflows and speak to future goals.
