The problem:

Meta’s internal customer support org’s internal knowledge-base (the ‘wiki’) was in need of an overhaul. The internal site housed vital engineering content, including instructions for on-call engineers working out of hours. The site was also a source of information for other internal organisations whose work crossed over with customer support. 

Content was stored in project silos, preventing discoverability. Teams who had created content were frequently disbanded and reorganised. Pages contained out of date content. Links were broken. Perhaps worst of all, the one team with no content whatsoever were the content design team!

The solution:

Thanks to a thorough internal tool which gives a breakdown of the ‘wiki’s’ internal statistics, it was possible to pinpoint exactly what content needed refreshing. 

Having designed websites in the past, and working with our team’s ontologist, I mocked up how we might redesign the structure of the information, breaking down project silos and considering the relationships between topics, so that content was both discoverable and in evergreen categories. 

Content that was over a year old was flagged to its authors and they were asked to either delete, confirm content was still relevant or rewrite. An internal competition was set up as an incentive to review all the pages, so everyone could be involved.

I created a content design resource within the wiki to house our work and contact information, and information for content design partners in other organisations.