Middlebury

Difference between revisions of "Wiki Editing Protocol"

(Internal vs. public information: Adding link to the new 'hi' template.)
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[[Category:Helpdesk]]
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== Public wiki vs. Internal wiki ==
Information on the purpose of this wiki, what to put in it, how to organize it, how to edit it.
 
  
==Purpose & Content==
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There are currently two Helpdesk wikis.
There are several reasons we might want to have a wiki.
 
* A place to keep track of common computer problems and how to approach them.
 
* A place to organize our growing collection of how-to articles, to make them more accessible to the public than our current knowledgebase system does.
 
* A place to post news on changes to the Helpdesk system, to keep us (and maybe users) updated on policy / protocol / structural decisions, and to post reminders and tips so that we will all be able to see them. A flexible "Helpdesk newsletter" of sorts.
 
* An internal reference which we Helpdesk staff could use to keep track of our duties and how to perform them effectively.
 
* A "common room" for discussing frequent problems, structural problems, and aspects of our technology/ITS system which we could improve.
 
  
Due to security concerns when discussions may touch on (revolve around?) sensitive topics, in my opinion the last two points are not suitable content for a ''public'' wiki. However it is possible for us to create a second, closed-access wiki which we could use for internal purposes. I would strongly support this option of creating a private wiki, provided that other staff see its potential benefit to us.
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* The '''Public Wiki''' (this one) is publicly available for anyone in the world to view. However it is meant to contain technical information mainly useful to LIS staff and consultants as well as enterprising users; it is not currently meant to replace the official end-user documentation available at [go.middlebury.edu/documentation go/docs]. It holds:
--[[User:Chunt|Hunt, Christopher]] 14:37, 20 July 2008 (EDT)
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** Troubleshooting tips for common problems and general technology information relating to hardware, network, email, applications, etc.
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** Quick reference on everything from Bannerweb and Segue, to Media Lab staffing hours, to understanding our servers and network.
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** Clarifications about LIS policies (distribution, media services, Helpdesk support, etc.)
  
====Internal vs. public information====
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* The '''[https://mediawiki.middlebury.edu/wiki/hi/Index Internal Wiki]''' can only be accessed by current Helpdesk staff and consultants. It is suitable for specific information about the LIS system that the average user does not have any need to know about, as well as any information that is sensitive but which it is important for Helpdesk workers to have quick access to. It holds:
I won't go deeply into my concerns about the availability of information that should not be public - but I do have some. I believe that centering the Helpdesk's reference knowledgebase around a public wiki would force us to make a very clear distinction between what information is OK for public access and what information should be kept in our secure servers.
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** Helpdesk meeting minutes, agendas, ongoing discussions, etc.
* No passwords or private links should ever go here.
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** Guides for consultants on how to do their job (walk-in, call center, etc.)
* No contact info of individuals, whether part of the Helpdesk or not. I guess if you want to post your contact info on your wiki profile page, that's up to you.
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** Links and information that is useful for consultants and staff to refer to.
* We probably should not put up information that exactly describes the internal workings of the Helpdesk such that this could be studied and manipulated (such as information on account creation procedure).
 
* Where necessary, we can ''reference and link to'' documents stored on our secure servers, such that confidential information is available to us.
 
--[[User:Chunt|Hunt, Christopher]] 14:37, 20 July 2008 (EDT)
 
* Use the [[Template:hi|'hi' template]] to link to pages in the {{hi|Main_Page|Helpdesk Internals wiki}}
 
  
====Grouping together hidden resources====
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When you want to add some information that ''might'' be a security concern and you're not sure whether to put it on the public or the private wiki, '''choose the private wiki'''. However, confidential information (passwords, serial keys, personal security information) that could put our security at risk or help an attacker get into the LIS system, shouldn't ever go on either wiki.
In the process of supporting my above arguments I've spent a little time at Amy and Petar's respective community.middlebury.edu sites. I'm finding all sorts of really valuable information in there - information which ''I would never have found otherwise'' [http://community.middlebury.edu/~pmitrevs/software.html]. I'm sure I've only touched the tip of the iceberg in this respect. Given its flexible and easy-to-edit nature, I think this wiki would be a perfect chance for valuable information like that hidden in our community sites to be integrated into other knowledge sources so that we will be more likely to stumble across them.
 
  
--[[User:Chunt|Hunt, Christopher]] 17:03, 9 July 2008 (EDT)
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To quickly access either wiki, use our GO shortcuts!
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* [http://go.middlebury.edu/hex go/hex]
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* [http://go.middlebury.edu/hi go/hi]
  
==Rules of thumb==
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====Linking between our public and private wikis====
* '''Sign your contributions!''' I'd suggest that when you contribute a major section to the wiki, you sign your name next to it. (Use the Signature button on the edit toolbar.) We can see info on all edits anyway in the History tab, but signing makes it more of a community effort.
 
* If you make a new page, '''make sure there is a link''' from the main page to it. That way we don't "lose" pages, and everyone can reach the new page easily. Eventually, if this wiki gets big, we'll need a table of contents to index everything.
 
* '''When you're not sure whether to contribute, contribute anyway'''. Err on the side of adding too much. It's easy to take out content or move it to a more relevant section. It's harder to create an environment where everyone feels comfortable jumping in to help. So if you ''might'' have something good to say, say it. Same goes if something isn't worded clearly and you can think of a better way to say it.
 
* All helpdesk-specific pages should be added to the '''Helpdesk category'''. Do this by adding the '''<nowiki>[[Category:Helpdesk]]</nowiki>''' text to the top of the page.
 
* '''"Minor edit"''' is for small corrections that other users don't need to know about. So if a page is on my watch-list (meaning I am notified of changes to that page), I won't be notified if you make the change as a "minor edit".
 
--[[User:Chunt|Hunt, Christopher]] 18:18, 9 July 2008 (EDT)
 
* If your are just adding a placeholder page that needs to be fleshed-out, add the '''[[Template:Stub|<nowiki>{{stub}}</nowiki>]]''' text to the top of the page so that others can easily find it. --[[User:Afranco|Franco, Adam]] 11:15, 10 July 2008 (EDT)
 
  
==How to edit==
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You can easily create links between our public and private wikis. This will let us mesh our wikis together almost as though they were one wiki - but any information that needs to be private will be kept private.
To edit you'll need to log in using your Middlebury network credentials. Then, on any page you want to change, click the '''Edit''' tab (or Edit link to the right of the appropriate section, for long pages) and start editing.  
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* Look for how-to edit links on the edit page that will explain useful formatting marks, for creating features such as bold / italic text, links, and section headers. Go to the Edit tab of any existing page to get a sense for how the formatting syntax works.
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You can link between the public and private wikis simply by copying the addresses in
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<code>[ ]</code> brackets. For example, typing: <code> <nowiki>[https://mediawiki.middlebury.edu/wiki/hi/Main_Page Title Of Link]</nowiki> </code> shows up as: [https://mediawiki.middlebury.edu/wiki/hi/Main_Page Title Of Link]
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==Editing==
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====How to edit====
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* To edit you'll need to log in using your Middlebury network credentials. Then, on any page you want to change, click the '''Edit''' tab (or Edit link to the right of the appropriate section, for long pages) and start editing.
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* Wiki has its own formatting language that takes some getting used to. (Check in Preferences whether you are using the Javascript-based "rich text" editing toolbar so you can skip over the formatting stuff.) Check out the [[Help:Editing|Editing Help]] page, or just use the Edit tab on this page to study how to make text into headers, '''bold''', ''italics'', [[Helpdesk|linked]], and so forth.
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====Organization====
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Basically the rule is: Similar pages should have links to each other. Wikis are ''only structured by the links present'' so use links liberally. In our current format, nearly every page has a link from the main [[Helpdesk]] page directly to it, organized by broad categories.
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====Rules of thumb====
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* If you make a new page, '''make sure there is a link''' from the main page to it. That way we don't "lose" pages, and everyone can reach the new page easily.
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* '''Adjust the wiki structure as necessary.''' As the wiki grows and pages are added, the table of contents might need adjusting or regrouping. It's up to you to change the wiki structure as needed to make it easy to access what we need to access. (Just make sure you don't lose links to articles along the way! We don't want any orphaned articles that don't have any links to them.)
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* '''Err on the side of contributing.''' If you ''might'' have something good to say but you're not sure, just say it. We want your participation in developing the wiki. (But be aware that sensitive information should not go on the public wiki - see above.)
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* When you create a new page, add it to the '''Helpdesk category'''. Do this by mentioning "Helpdesk" in the Categories field when creating a new page.
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* If your are just adding a placeholder page that needs to be fleshed-out, add the [[Template:Stub|
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 +
 
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<nowiki>{{stub}}</nowiki> ]] text to the top of the page so that others can easily find it.

Latest revision as of 15:19, 9 October 2009

Public wiki vs. Internal wiki

There are currently two Helpdesk wikis.

  • The Public Wiki (this one) is publicly available for anyone in the world to view. However it is meant to contain technical information mainly useful to LIS staff and consultants as well as enterprising users; it is not currently meant to replace the official end-user documentation available at [go.middlebury.edu/documentation go/docs]. It holds:
    • Troubleshooting tips for common problems and general technology information relating to hardware, network, email, applications, etc.
    • Quick reference on everything from Bannerweb and Segue, to Media Lab staffing hours, to understanding our servers and network.
    • Clarifications about LIS policies (distribution, media services, Helpdesk support, etc.)
  • The Internal Wiki can only be accessed by current Helpdesk staff and consultants. It is suitable for specific information about the LIS system that the average user does not have any need to know about, as well as any information that is sensitive but which it is important for Helpdesk workers to have quick access to. It holds:
    • Helpdesk meeting minutes, agendas, ongoing discussions, etc.
    • Guides for consultants on how to do their job (walk-in, call center, etc.)
    • Links and information that is useful for consultants and staff to refer to.

When you want to add some information that might be a security concern and you're not sure whether to put it on the public or the private wiki, choose the private wiki. However, confidential information (passwords, serial keys, personal security information) that could put our security at risk or help an attacker get into the LIS system, shouldn't ever go on either wiki.

To quickly access either wiki, use our GO shortcuts!

Linking between our public and private wikis

You can easily create links between our public and private wikis. This will let us mesh our wikis together almost as though they were one wiki - but any information that needs to be private will be kept private.

You can link between the public and private wikis simply by copying the addresses in [ ] brackets. For example, typing: [https://mediawiki.middlebury.edu/wiki/hi/Main_Page Title Of Link] shows up as: Title Of Link

Editing

How to edit

  • To edit you'll need to log in using your Middlebury network credentials. Then, on any page you want to change, click the Edit tab (or Edit link to the right of the appropriate section, for long pages) and start editing.
  • Wiki has its own formatting language that takes some getting used to. (Check in Preferences whether you are using the Javascript-based "rich text" editing toolbar so you can skip over the formatting stuff.) Check out the Editing Help page, or just use the Edit tab on this page to study how to make text into headers, bold, italics, linked, and so forth.

Organization

Basically the rule is: Similar pages should have links to each other. Wikis are only structured by the links present so use links liberally. In our current format, nearly every page has a link from the main Helpdesk page directly to it, organized by broad categories.

Rules of thumb

  • If you make a new page, make sure there is a link from the main page to it. That way we don't "lose" pages, and everyone can reach the new page easily.
  • Adjust the wiki structure as necessary. As the wiki grows and pages are added, the table of contents might need adjusting or regrouping. It's up to you to change the wiki structure as needed to make it easy to access what we need to access. (Just make sure you don't lose links to articles along the way! We don't want any orphaned articles that don't have any links to them.)
  • Err on the side of contributing. If you might have something good to say but you're not sure, just say it. We want your participation in developing the wiki. (But be aware that sensitive information should not go on the public wiki - see above.)
  • When you create a new page, add it to the Helpdesk category. Do this by mentioning "Helpdesk" in the Categories field when creating a new page.
  • If your are just adding a placeholder page that needs to be fleshed-out, add the {{stub}} text to the top of the page so that others can easily find it.
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