Issues and objectives
The Rowanwood Consulting firm established a sustainable learning practice to provide services that would help its clients capture and codify corporate knowledge and then apply and share what they have learned to help the organization meet its business objectives. There was a need to develop and define a sustainable learning implementation model to guide the firm's activities in this area of practice.

Solutions

• Researched and co-authored white paper, An overview of the sustainable learning implementation model. The model provides both an organization and its employees with a rationale and a framework for knowledge sharing. The sustainable learning implementation model provides a suite of tools for identifying the key practices that are required to increase the learning maturity of an organization, benchmarking the activities in support of performance measurement, and learning from an organization's collective experience.

Issues and objectives
Documentation related to corporate business processes, policies, procedures, best practices, and lessons learned was scattered throughout the organization in a variety of formats, making it difficult for employees to know where to find it, whether or not it was up to date, and how to use it. There was a need identified for employees spread out across the country in regional units to have a common understanding of the framework within which they must work.

Solutions

• Compiled all related business documentation.
• Produced Knowledge in a Book for Contribution Agreements, a reference guide that synthesizes and organizes a wide variety of policy and procedural material in a way that makes the information accessible, easy to retrieve, and enjoyable to read. This ensures that all employees across the country provide a consistent level of service to all Health Canada clients.

View a sample chapter from Knowledge in a Book for Contribution Agreements.

Issues and objectives
The National Systems Training Consulting Group implemented a variety of team-based collaborative learning measures over a period of four years. The manager wanted to capture the team's best practices and lessons learned and make them easily accessible to existing and future employees.

Solutions

• Compiled all related business documentation.
• Analyzed and synthesized corporate processes and procedures.
• Created an electronic body of knowledge containing style guides, best practices, lessons learned, policies and procedures, and links to useful reference information. Created as a standalone help file using RoboHelp and stored on the organization's internal shared network drive.

Issues and objectives
House of Commons standing and special committees consider proposed legislation and make recommendations for amendments, if necessary, prior to third and final reading. Subject-matter experts from a wide variety of disciplines appear before the committees to provide input on possible ramifications of the proposed legislation. Verbatim transcripts of committee hearings are published and made available to parliamentarians, journalists, academics, researchers, and members of the public. Comprehensive and detailed subject-based indexes were required in order to make this information readily accessible.

Solutions

• As a member of he Index and Reference Service team, analyzed transcripts of committee debates and created cross-referenced, subject-based indexes.
• Provided research and reference services to Members of Parliament.
• Identified approaches to streamline the indexing process.
• Organized and maintained reference library for indexing team.
• Wrote style guide to ensure consistency in quality of indexes produced by team.

Issues and objectives
Help Development Solutions, Inc. is a RoboHelp certified training company. It had produced a series of instructional manuals for the courses that it was delivering in the Atlanta area. There was a requirement for indexes for the course materials.

Solutions

• Created indexes to RoboHelp course materials.

Issues and objectives
In 1996, Newbridge Networks (now Alcatel) created a training program to meet a need for qualified project managers in the high-technology industry. There was a need for indexes for the course materials.

Solutions

• Created indexes to course materials for the Certified Advance Technology Manager training program.

Issues and objectives
Upon his retirement, the Clerk of the House of Commons wanted to publish a scholarly study of Canadian parliamentary jurisprudence. Due to the immovable timeline of the Clerk's impending retirement, it was necessary to find an experienced indexer with extensive knowledge of parliamentary procedure.

Solutions

• Created a subject-based index according to a rigidly defined format within a tight timeframe. Because the publication would be used as a reference guide by House of Commons officers, it was necessary to apply principles of double- and triple-indexing to facilitate rapid information retrieval. House of Commons Procedure and Practice, a 1000-page guide, was published in 2000.

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Last update: February 6, 2009