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Knowledge Council Charter

Use this template to center knowledge council stakeholders around the purpose of the council and how you'll collaborate. Learn more about forming a knowledge council in this article.


Introducing [Company's] Knowledge Council

Document the mission of your knowledge council.

A knowledge council is a group of representatives from each of the departments or teams that are using Guru, who meet regularly to collaborate, share best practices, and maintain Guru at the highest level to ensure it's serving the needs of each and every department. This Card includes:

  • Guru Maintenance Goals

  • Governance Standards

  • Council Responsibilities

  • Knowledge Council Members

  • Methods of Communication


Guru Maintenance Goals

It's useful to set a clear set of expectations for how you want your content team to approach your team's knowledge in Guru. Here's an example set of standards (feel free to adjust for your team).

In order to maintain trusted collateral and content in Guru, we will uphold the following standards for all Cards and content:

  • Trust score no lower than 80%

  • Average verification interval: quarterly +

  • 80% of cards are tagged for easy search

  • User adoption: >90%

Guru Governance Standards

Governance standards are the set of roles, rules, and workflows created and implemented by a knowledge council that the whole team abides by in their use of Guru. Card Authors and Collection Owners follow governance standards to create and manage knowledge in Guru. Note: If you decide that each individual team using Guru should have their own unique governance strategy, document in Guru accordingly!

  • Cards that have been unverified for 30 days will be archived

  • Cards with no views in the past 180 days will be archived

  • Content must be owned/verified by:

    • Team (vs. individual) Useful for spread out the ownership and make verification quicker (many hands make light work); however, be careful that users don't think "someone else in the group will do it"

    • Individual (vs. team) Useful for putting responsibility on the actual expert and ensuring active participation as "it's all on you"

  • No Card to be created without at least one tag associated

  • No Card to be created without being added to at least one board, some exceptions may apply

  • All content owners are responsible for Cards and Boards under their team's ownership including the standards above

Knowledge Council Responsibilities

Check on and take actions to maintain governance standards (examples listed below)

  • Assigning knowledge domain owners and holding them accountable for items like Trust Scores, adoption, and Card template creation

  • Going through the maintenance checklist and taking cohesive and consistent action on knowledge analytics

  • Meeting regularly (i.e., monthly) to coordinate on knowledge management projects and boost internal Trust Scores/adoption rates

  • Communicating with CSM or engaging with the Guru Community for consultation

  • Help to build a team culture around knowledge by reinforcing that Guru is everyone’s first place search for info

Knowledge Council Members

Identify knowledge council stakeholders and responsible individuals so team members know who is in charge of maintenance efforts and where to find SMEs.

Collection Champion: the person ultimately responsible for health and organization of a Collection and ensuring the Collection meets the standards created by the knowledge council. Champions could be active members of the knowledge council or be assigned by the council.
Board-level SMEs: Not likely attendees of knowledge council meetings, but create and/or manage Card content. Primarily responsible for fielding questions about their content area via Ask an Expert or Slack, and for ensuring their Board meets the KC’s standards.

CollectionCollection ChampionSMEs and/or Authors
Company Knowledge[Name, Role]People Ops Team Leads: [Name, Name, Name]
Marketing[Name, Role]Marketing Team Leads: [Name, Name, Name]
Sales[Name, Role]Sales Team Leads: [Name, Name, Name]
Technical Support[Name, Role]Support Team Leads: [Name, Name, Name]
Product[Name, Role]Product Team Leads: [Name, Name, Name]

Methods of Communication

Keep your knowledge council engaged by defining in-person (or virtual) and async ways to collaborate. Offer recommendations for automated workflows to make maintenance manageable.

MethodWhat to ExpectWhere
Monthly MeetingsBrainstorm time to maximize Guru. Review new product features, share new Guru resources, and more. [Link Running Agenda]In person/virtual
Async supportGet advice from Guru Knowledge leads, stay up-to-date with best practices, share ideas and inspiration.Slack Channel
Optional: Automated WorkflowsSet up Zapier or Workato Workflows. Example: Send messages in Slack re: trust score changes; Add unverified Guru Cards as Asana Tasks.Slack & Project Management Software

Have feedback for the Knowledge Council?

Share your ideas in [Example Slack Channel].

Links:

  • Project in Project Management Software

You must have Author or Collection Owner permission to create Guru Cards. Contact your team's Guru admins to use this template.