As the Knowledge Management Coordinator, I was responsible for adopting best practices and define a methodology that would guide our teams in the definition of a Content Plan that would cover the three areas responsible for content creation: Technical Documentation, Corporate University, and Implementation Services.
Over time, we exceeded the limits of system manuals. We started generating and organizing the content of various natures, not only for the end-user but also for other areas of Senior. We did this by applying single-sourcing combined with content management strategically and collaboratively.
All content produced is available on the documentation portals, online or internal, in a segmented way to each audience we want to reach. With centralized information and the use of versioning control tools, it's easier to determine its origin and maintain history of content changes.