IT Policies

Delicious support documentation

I have lost count of the number of support issues I have solved thanks to information I found on the Web. Keeping track of the gems I found online used to be a problem, until I started documenting them at Delicious.com

I have lost count of the number of support issues I have solved thanks to information I have found on the Web. Keeping track of the gems I found online used to be a problem, until I started documenting them at Delicious.com.

-------------------------------------------------------------------------------------------------------------------

The issue of maintaining documentation is something that comes up frequently on the User Support blog. This is not surprising, since any help desk is only as competent as its accumulated knowledge and experience. Unfortunately, keeping documentation up-to-date and useful can be a challenge. If your shop is anything like mine, there are always more pressing issues competing for attention. I do not have as much time as I would like to sit down and write articles for our internal wiki. I have found another way to document things for my staff and my users, though, and it fits gracefully into my normal work flow.

Delicious.com is a social bookmarking service owned by Yahoo. I am not going to go into a deep explanation of the site's premise, since that is probably common knowledge for most of the crowd. If you have never looked at it before, suffice to say that Delicious is intended to serve as an online repository for one's bookmarks, tagged and categorized for future reference. Any visitor to the site can see the list of Web pages a member has found useful.

Delicious is an integral tool for our help desk. Posting links to Delicious has freed me from having to maintain a local archive of all the Web pages I have found useful. I kill fewer trees, since I am not printing every article I find online. My bookmarks are off my personal computer, and they are accessible from anywhere, by anyone. The links are organized by a taxonomy that I designed, and they are keyword searchable, so the content is easily retrieved.

Here is how I have used Delicious to create an "express" reference library of Web sites. When I come across an online resource that I want to preserve, I click the toolbar button for Delicious that I have added to my browser. The script sends the URL I want to save to Delicious, and I am given the chance to add metadata to my new bookmark. I add a few meaningful tags about the site's content and a description of why I am saving the URL. That's all there is to it. Adding URLs to Delicious takes only a second or two.

The Web is the best resource there is for support pros. Delicious.com helps me keep track of all the sites I've found useful and makes it easy for me to share them with my staff.

What knowledge management tools does your shop use? Tell me about them in the comments....

4 comments
williamjones
williamjones

In my most recent post I discuss how I use Delicious.com to keep track of web sites I've used to solve support issues. So you use Delicious as well, or do you have some other way of keeping track of web resources? A tip for Delicious users: The Delicious developers have a list of 3rd party tools that work with the site. Check that page for tools to help you prune dead links from your bookmarks.

Jackmagurn
Jackmagurn

Hi I set up a delicious account, how could I put the support sites you use into my delicious bookmarks if you want to share them that it is. Or can you do this with delicious/ thankyou

camfordyce
camfordyce

I have started using Delicious just recently after having over 2500 bookmarks of varying levels of usefulness. However, without a tagging convention or an ontology my bookmarks remain accessible from any computer but the information accumulated in them is not any more useable than if they were on my computer. You mentioned creating on ontology to classify your bookmarks. Could you pass on what you did? thanks, Cam

Amnezia
Amnezia

When you add the bookmark to Delicious, click the Share option, rather than the Private option. I think a user then has to manually browse links and add them to their own set. Could be wrong, as I'm just starting using it as a result of this article. Might pay to read the Delicious FAQ ... Have fun