Knowledge

Management
Analyst
or “How I learned to love
chaos”
Vivian Bliss
Microsoft Corp.
Knowledge Network Group
M a ry L e e K e n n e d y
D ir e c t o r

IN F O R M A T IO N S E R V IC E S KN O W LED G E AC C ESS M S W eb
( E d it o r ia l)

C o lle c t io n s & T e c h n ic a l S e r v ic e s P ro d u c t M a n a g e m e n t
( S e a r c h & T a x o n o m y S e r v ic e s )

R e s e a rc h K n o w le d g e A rc h it e c t u re

E d it o r ia l P ro g r a m D e s ig n
( L ib r a r y )

C o rp o ra te M e m o ry P ro g ra m D e v e lo p m e n t

C o n te n t M a n a g e m e n t
Knowledge Architecture – connecting
users and content in the appropriate
context
 Search and Taxonomy Services
 User research
 Content knowledge

 Information retrieval

 Taxonomies
 Metadata schema
 Indexing/tagging for search

 Browse navigation

 Page labels
 U s e r In te r fa c e

Feedback C u s t o m e r S a t is f a c t i o n

P e r s o n a liz a tio n C u s to m iz a tio n

Enterprise Portal Services

In te g r a tio n
N a v ig a tio n M e th o d s C o m m u n ic a t io n P r o c e s s In te g r a tio n
S e a rc h B ro w s e P u b lis h in g D is tr ib u t io n
Security

Metrics

B u s in e s s
R u le s

In fo r m a tio n A r c h ite c tu r e
m e ta d a ta - o r g a n iz a tio n s e r v ic e s

R e s o u rc e s

Resources
LO B
A r c h iv e
P o r t a ls
PSS KB
P u b lic F o ld e rs T a h o e S to r e
P e rs o n n e l H R D a ta C o l la b o r a t i o n

D ocum ent
S to re s
Customers
 Any group inside MS building a site for
use inside or outside the company.
 MSWeb – general portal
 LibraryWeb
 HRWeb
 FinWeb
 ITGWeb
 Many more…..
Day in the life….
 Meetings/e-mail/meetings/e-mail/meetings…
 Research new ideas
 Evangelize our services
 Work w/another group to develop v.2 of our
taxonomy tool
 Analyze/create
 Query logs – search behavior
 Search problems – customize stop word list; relevancy
testing
 Customer’s content – recommend metadata schema and
controlled vocabularies; recommend type of automatic
query manipulation
Competencies and Skills
 Critical thinking  User research/usability
 Analytical ability methods
 Creativity  Information retrieval
 Communication  Metadata (XML
schema;cataloging;
 Comfy w/change indexing)
 Negotiation  Project Management
 Problem-solving  Consulting
 Patience/open-minded  Databases/data
 Desire to learn structures
 Sense of humor  Technology
 Power-baking  UI design
Challenges

 Influencing without authority

 Shifting goals and priorities
 Lack of a common language in cross-
group work
 Tech or dev support
 Thought leadership
I love chaos because…

besides being a fun problem to tackle, it

provides job security.

Vivian Bliss
Knowledge Management Analyst
Microsoft Corp.
Vbliss@microsoft.com
425.703.7212