This is a knowledge base for UK MSL's student engagement platform, MSL System. I created the information architecture and knowledge base, working on it through a series of improvements that have been ongoing now for 3.5 years, including:
- Conducting a full documentation audit of existing support content including a full gap analysis
- Establishing systems, processes, standards, guides, naming conventions, and templates for the Documentation Team
- Designing information architecture to address the gaps and provide structure for reorganising some existing content
- Planning new content
- Writing, editing and publishing of some new categories of content to act as a model for the team
- Training and mentoring all members of the team in systems, templates and processes
- Ongoing consultancy and mentoring as the internal team builds out more support content independently
You can view the new Knowledge Base at Membership Solutions Limited.
