Searching for Duplicate Content Before Creating a New Article

Before creating a new knowledge base article, it is important to search for existing resources in our multiple knowledge repositories.

Overview

Before creating a new knowledge base article, it is important to search for existing resources in our multiple knowledge repositories. These resources can exist in the knowledge base here in the UO Service Portal, the university's website, or the internet.

Once you find the resource, determine whether it should be in the knowledge base. See Using curated resources for a new article.

Process

Once a knowledge gap has been identified, you need to verify that an article does not already exist.

1. Search the Knowledge Base in the UO Service Portal
   1. Type in search terms based upon the customer's inquiries then review the results.
      1. You may need to try several searches with different keywords.
      2. If you are able to find the resource, could the search terms you used become a useful tag or finding it easier next time? See Using tags in the UO Service Portal.
2. Search other university websites (UO Libraries, UO homepage, etc.)
   1. Try using various keyword searches relevant to the topic at hand. Review the results before proceeding.
   2. If you are able to find something useful, could it be linked? See Adding an in-line link to an article.
3. Use a search engine (Google, etc.) about this topic. Make sure to search for content specific to the UO environment, however, you may find other resources outside of UO to help you to create a new article.
   1. For focused Google searches on the public UO domain, add site:uoregon.edu to your search terms.
   2. If you are able to find something useful, could it be linked? See Adding an in-line link to an article.
4. Search on vendor product websites. If something is relevant and easy to understand, it can be added as a link in an existing article. See Adding an in-line link to an article.
5. Check with subject-matter experts if they know of other repositories (Confluence, intranet sites, etc.).

If after going through this list, a gap still exists, look to either add content to an existing article or start to create a new article.

Need help?

For assistance, please consult Knowledge Management Support.